Like with all airlines there are obviously going to be some less knowledgeable agents also with SK. However, my overall impression based on several years' worth of regular travelling with SK is that most of their agents are excellent. There have been a few mess-ups over the years, but in the end SK has always come through and sorted things out to my satisfaction. The last example was when UA managed to lose my seat assignment on an over-booked SK flight. SK solved the problem by a free upgrade to C class. Well done!