I don't think it's realistic to expect airline support staff to know how to properly classify and route web vulnerabilities. Giving someone points is just a way to get them to go away so the ticket can be closed.
I disagree. Even support staff should be able to say "oh wow, this is really bad, let me get my supervisor", who would then recursively escalate until they get to someone who can open the correct ticket.
That'd be nice, it just doesn't match my experience dealing with frontline support.
Most companies don't give them the training, autonomy, problem solving tools, or even buy-in to deal with something like this.
When I call in I expect them to be able to change my reservation and handle seat changes and such. I don't expect them to be able to triage a tech support call and tell the difference in severity between, say, a shared computer with somebody else's login, a browser caching issue, a database hack, a proxy or CDN issue, etc.
Agreed. Every customer support rep should be making at least $200k a year. Then they'll care about their career and quality will improve with their morale.
Seems like people down-voted you for this "outrageous" opinion, but I agree. The people that do all the important work in our society (nurses, garbage collectors, cleaners, customer support, etc.) should get the highest income.
