Most of the time I’m focussed on airline websites, but I know I’ve got some regular readers and subscribers who work on the call center side of the airline direct channel, so with them in mind, I’ve got some recommended weekend reading. Over at the Cranky Flier blog there is an entertaining guest post from James Williams who these days works and blogs far from that environment, but in the following piece he is recounting his earlier life at Delta.

Tales From an Airline Reservations Agent

My favorite quote:

Most were decently polite. Elite members (Gold and Plats) were cordial but assertive and laidback. Most of the Silvers (lowest elite level) suffered from DYKWIA.

And in case you can’t pick the acronym, DYKWIA = Don’t You Know Who I Am.

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