What is amazing to me is how bad many of the agents are that work at the airports, especially those that get to work the special services desks. If you don't tell them what they should do for you including connections, they are at a loss.
I gave up on these people a long time ago. When it really hits the fan with weather, delays, and lots of people standing around...I just get on the phone with the CP line and accomplish whatever I need...and get treated like a human in the process while enjoying a conversation with someone who has a command of the English language and actually knows what they are talking about.
I swear I think the Special Services desk on the E concourse in CLT is a Work Release Program. Conversations, phone calls, nails, and co-worker hang out is more of a priority than any customer that walks up...