> and now a step back to the 1980s.
I'm not sure I understand that comment.
It is always better to have local people answering location-specific questions. I can see people calling, finding a quota full, and then asking about related trails. It takes a local person who knows the area to answer those questions, and it should be THAT person who then checks availability and sets up the reservation for the caller.
How is quality service a step back?
