Outsider:   Yours is, I fear, a too-typical story.  "Front desk" staff at any business is a key to success.  A pleasant, helpful receptionist or sales/service person is a joy, a rude, dismissive one is a nightmare.  While I'm not recommending the approach, I;m guessing I'm not the only one who somewhat identified with Michael Douglas in "Falling Down" when he was confronted by a less than helpful fastfood counterperson.  

Perhaps the Dao video will prompt airlines to change their approach......we can always hope so.  Gary Crum