flysurfer

It's utterly unrealistic to assume that service staff working for any airline would have the slightest clue about the service offered by the airline they are working for.

If it was realistic to assume that these "customer service professionals" had any reliable knowledge about customer service issues, a huge part of FlyerTalk would be obsolete. Instead of finding our information here, we'd simply pick up the phone, call the airline and ask a CS representative for definitive answers to all our service issues.

Of course, we don't do that, because we know (from bad experience) that asking airline employees about matters regarding their job is often a waste of time and money, as you'll get 4 different answers when asking 4 different agents (and you'll still have a decent chance that none of the 4 answers is correct). Instead, we are keeping FT alive and kicking.