[jimworcs]

I do get it, but you are the paid representative of the airline, that is, PAID to deal with the customers, including their complaints. If the airline has a policy that treats their customers badly, then their representatives will take flak for it. If I get shoddy service in a restaurant, or the food is bad, I complain to the waiter. I don't expect the waiter to say, it's not my fault the owner buys cheap ingredients.