You are correct, before I got into what I do now, I worked in with the Airline Industry. All Customer Service. People tend to treat the way they are treated even though the "Customer is Always right." I'll bet customers don't even know what is said about them just after they hang up or walk away from the counter. And you gotta watch that passive-agressive behavior. Although I wasn't called on often to check passengers in, those that gave me a hard time for nothing got the best seats on the plane. (Those that won't recline) I wonder if they ever put 2 and 2 together?