An airlines should be up todate about this, they’re not a jitney service. THe person I was traveling with is a peformer who has been all over the U.S using this — only Jet Blue has given him a problem.
Every random employee of a 3.2 billion dollar company is not going to be up to date. Just not gonna happen. We don’t know how long the guy had been doing their job, if they’d had a complete set of training. People are still people, they make mistakes, the operate with incomplete sets of information, they forget things. That’s life.