So I now work customer service for a small-ish airline. I'm sure many of you can imagine the fun that has been for the last two years. Will start sharing my doozy calls with you.
Caller: I missed my flight. I tried to call half an hour before my flight to let you know I wouldn't make it, but the hold time was OVER FIFTEEN MINUTES.
Me: Well, you would have had to call us at least an hour prior to departure, unfortunately, your ticket is forfeit.
Caller: So you're not going to put me on the next one?
Me: There aren't any more flights this evening, so we wouldn't be able to do that.
Explanation: If there had been another flight that night, as long as the caller bought the ticket directly from us (and not from a 3rd party vendor), we'd have put him on the next flight, but that only works on same-day travel, we can't just plop him on a flight the next day. Now if it's OUR FAULT he missed the flight, then yes, absolutely, but not when it's passenger error.
Caller: So what are you going to do for me?
Me: Do for you? I can quote you a new ticket for tomorrow, but that's about the extent of it.
Caller: WHAT? You expect me to PAY???
Me: Well, you did forfeit the ticket when you didn't arrive at the airport on time.
Caller: Fine. Quote me the ticket.
Spent 5 more minutes going through flight options, he picked one, purchased the ticket.
Me: So you need to be at the airport 2 hours ahead of departure time for check-in. (international flight)
Caller: *scoffs* That flight is at 6:50am. I will NOT be at the airport at 4:50 in the morning.
Me: 5am should be fine.
Caller: Yeah, not happening.
Me: Well sir, you will be, or you'll run the very real risk of missing your next flight as well. Do you really want to have to purchase a third ticket?
Caller: Um... I guess... *click*
Honestly. You missed your first flight, had to pay HUNDREDS OF DOLLARS for a replacement ticket, and you STILL think you can dictate when you have to be there for check-in? I offered him later flights. Nope, he wanted the earliest one. Well then Skippy, you're gonna HAVE to show up early. The mind boggles.
Caller: I missed my flight. I tried to call half an hour before my flight to let you know I wouldn't make it, but the hold time was OVER FIFTEEN MINUTES.
Me: Well, you would have had to call us at least an hour prior to departure, unfortunately, your ticket is forfeit.
Caller: So you're not going to put me on the next one?
Me: There aren't any more flights this evening, so we wouldn't be able to do that.
Explanation: If there had been another flight that night, as long as the caller bought the ticket directly from us (and not from a 3rd party vendor), we'd have put him on the next flight, but that only works on same-day travel, we can't just plop him on a flight the next day. Now if it's OUR FAULT he missed the flight, then yes, absolutely, but not when it's passenger error.
Caller: So what are you going to do for me?
Me: Do for you? I can quote you a new ticket for tomorrow, but that's about the extent of it.
Caller: WHAT? You expect me to PAY???
Me: Well, you did forfeit the ticket when you didn't arrive at the airport on time.
Caller: Fine. Quote me the ticket.
Spent 5 more minutes going through flight options, he picked one, purchased the ticket.
Me: So you need to be at the airport 2 hours ahead of departure time for check-in. (international flight)
Caller: *scoffs* That flight is at 6:50am. I will NOT be at the airport at 4:50 in the morning.
Me: 5am should be fine.
Caller: Yeah, not happening.
Me: Well sir, you will be, or you'll run the very real risk of missing your next flight as well. Do you really want to have to purchase a third ticket?
Caller: Um... I guess... *click*
Honestly. You missed your first flight, had to pay HUNDREDS OF DOLLARS for a replacement ticket, and you STILL think you can dictate when you have to be there for check-in? I offered him later flights. Nope, he wanted the earliest one. Well then Skippy, you're gonna HAVE to show up early. The mind boggles.
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