Nicholas is always fun to watch, with the condescending voice & 'I-can-quote-company-policy-verbatim' attitude. He never gives an inch in any dispute, and sometimes purposely repeats what he said before knowing it's gonna infuriate the passneger who got bumped from overbooking or missed their connecting flite. In a memorable scene where a connecting flite was delayed by weather, he managed to turn the whole flite of stranded passengers against him by blaming them for taking the word of the customer rep. in the previous city who assured them they'd make their flite in time. They were ready to lynch him! Probably wins Security's 'which-agent-will-need-us-today' pool consistently. If I fly Southwest & his line has 1 person waiting while the others have 10, I'll go on another line.
Yolanda is hot hot hot, usually professional, and u can tell she ain't just quoting from the company manual, by the way she listens with those big beautiful eyes (watch an incident with her & a distressed customer & you'll see what I mean). She's come up with creative workarounds that were in the spirit of, if not the letter of, company policy.
Colleen is also very pro, but never seen an incident where she overrules another agent. Doesn't mean it hasn't happened, but whenever she gets called, we know the customer will lose, if they're disputing with an agent.
Mike is a rock. Nothing fazes him, & he's also shown flexible thinking to solve problems, like rearranging luggage to make the weight limit.
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