*shrugs* I don't put too much validity into "surveys". Who are they asking? Where is the information coming from?

I have worked as a customer service agent for over 2 years. I have contact with hundreds of passengers every day that I work. I can honestly say that 99.9% of the people are wonderful. That small percent that is not wonderful, they usually have a good reason for being grouchy. Their plane has been delayed, their flight is overbooked, we lost something, their secretary did not make or have their reservation paid for (oh boy....I hate hearing, "my secretary is going to be fired!"), etc.
Just my humble opinion....