I began my airline career on a check-in desk, 20 years ago. Customer service was king. There wasn't anything that we wouldn't have done to assist the pax and if any of us displayed any signs of surliness then it was a quick march upstairs for a slapping from the DM.
A few years ago, my airline changed full cost to low cost and most of the CSA's left so some of us oldies were called in to help out.
I can remember checking in a group of pax, engaging them in the usual pleasantries that I used to use, asking them where they were staying, having banter with the kids etc etc whilst all the time, carrying on with seat allocations, bag tags. The girl sat next to me looked amazed at what I was doing and actually said " Why are you talking to the passengers? We've been taught not to cos it takes up time"
And she was serious.
It's the same everywhere.
