I travel every week or two for work. It never ceases to amaze me that it is unusual when I find a surly customer service representative at a hotel yet it is unusual when I find an airline customer service representative who isn't either surly or under the impression that there is some national security risk should they provide me with even the most basic information on the status of my flight or the likelihood that my stand-by request will succeed.

You would think that the airlines would want to hire the same types of people, train them the same way, reward them the same way, etc. The hotel customer service reps usually seem to have the attitude of trying to find ways to help me, even if my check-in or other needs are incredibly routine. The airline reps usually seem to have the attitude of trying to find ways of getting rid of me so that they can get their work done. Of course, as their customer, I am their work but don't try to tell them that. They might just lose your reservation or book you into a middle seat at the back of the plane in between a 400 pounder who snores and someone who apparently has TB.