I guess it has something to do with being in the industry for so long but I always ask if they have time to help me - even if I have called a special nonrev number! I don't even know if the people hired in the last few years were told to ask.

I have to admit that I have even had guest pass calls escalate to a me as a lead when they are not getting the answer they want from the agent. It always amazes me that they are willing to put the employee's benefits in jeopardy that way and I admit that I actually emailed one of the employees to advise of the tone of the phone call. I figured he/she would want to know the situation so they don't give that person a guest pass again. I have never contacted employee travel as that would really be a last resort, imho.

That particular the passenger was not only a problem with the rez agents (multiple agents) but was quite abusive to the airport agents as well. I actually called the airport to advise them what the person had said she was going to do if she was not boarded so they had a heads up on a potential problem - and they recognized her name before I got any further.

Me, I am very careful about who I give my passes to and I explain, in great detail, the rules of conduct. They are instructed to call me directly if they have any issues and not to hassle the boarding agent for anything.