Unfortunately Ottergirl, that is the way of aviation these days. Whilst airlines still bang on about customer service,customer service it is all about saving money and if that entails cutting back on the number of staff expected to do a particular job - so be it. I have been in aviation industry for more years than I care to mention and worked for a number of airlines both UK and abroad but the last 10 years I have seen the reality change beyond recognition. As you say it is a difficult lesson to learn and when you are from the "old school" of thought it does take a big shift in the way you approach your role.