Airlines change agents all the time. Believe it or not, one of the biggest factors that airlines review is costs. They make take on the cheapest contract and realise it was a bad decision as the service is compromised. But some airlines would rather cost savings than customer service! Lots of these contract come with clauses that handling agents have to face, I.E the more messups, the more penalities! The less mess ups, everybodys happy.
Its pointless saying 'so n so agent r crap', 'there's never enough staff', the equipment doesn't work' etc etc. If the airlines want better service, pay for it!!!
I dont doubt that some handling agents around the country are badly run, there's little anyone can do about that until the management involved come back to reality. But the majority of staff who work in handling work their b
x off.
The top guy in Servisair once said in an internal statement that Servisair needs to make money as well as provide good service, and airlines need to realise they need to pay to get good service.