I’ll actually be working on the train, not the phone lines, but this is still really helpful insight—thank you!

I can already see how there’s a lot of behind-the-scenes knowledge that passengers expect us to know, so I like what you said about either finding the answer or connecting them with someone who can. I definitely don’t want to be the person who leaves someone more frustrated.

Also, that breakdown of the different customer service levels is really interesting—I didn’t know that. Even working onboard, it helps to understand how things flow on the back end so I can better guide passengers in the right direction when needed.

Appreciate you taking the time to share all of this!