This article was originally published on Business Insider.
There are some things gate or ticketing agents at the airport — whether for job security reasons or to keep hundreds of anxious fliers happy — just can’t tell travelers.
But that doesn’t mean they don’t want to. In fact, many of these things could be to their or your benefit, if only someone would speak up. So Business Insider asked airline customer-service reps to weigh in on the one thing they’d love to tell passengers but can’t.
We’ve included some of the more constructive thoughts here anonymously:
“I’ve heard that excuse a thousand times.”
“No, we can’t just give you a free upgrade.”
“Different airlines have different rules, but a change or upgrade can get you fired these days. And it’s not worth our jobs. The airline computer system tracks everything, and big brother can be watching us.”
“This job is more stressful than you know”
“I’ve been assaulted twice during my decades of working with the airlines. The stress of this job can be compared to working in any emergency room.”
“We are under a tremendous amount of pressure.”
“Many agents have been physically attacked by customers, including myself.”
“Be more considerate of your fellow travelers”
“Cutting your toenails, flossing your teeth, putting on nail polish, and talking loudly on your cell phone shouldn’t be done in public in the gate areas while you’re waiting for your flight.”
“Just relax — deep breaths”
“Is your issue really as serious as the stress you are causing to yourself and others?”
“Stop waiting till last minute”
“If you show up to the airport with 20 minutes to spare, you might miss the flight. It is not like taking the bus. Plan ahead.”
“Take responsibility for your actions. Don’t be late.”
“Travelers think we are being rude when we tell them NO- they can’t do what they want to. We tell them NO because we are enforcing the rules that have been made up by our company- not by us personally. The rules are there for a reason- not to make traveling harder but to make it safer.”
“Travelers think we are being rude when we tell them, ‘No, you can’t do what you want to.’ We tell them no because we are enforcing the rules that have been made up by our company, not by us personally. The rules are there for a reason — not to make traveling harder but to make it safer.”
“It’s not all about you”
“You’re not the only person here.”