Background: Toronto's transit system has a record of poor customer service, and has recently hired someone with a hotel background as their customer service manager. One of our daily newspapers sent a reporter
to his hotel to test his abilities in customer service by being a deliberate SC.
IMNSHO, reporters pulling stunts like this give SCs a "license" to act the way they do. Also, how does service at a luxury hotel show how service on public transit would be after the hotel's manager takes over as customer service manager at the transit company?