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    Cinnabonkers For Cinnamon

    | Boston, MA, USA | Food & Drink, Top, Tourists/Travel

    (There is a flight leaving our airport over an hour later than expected. My department is trying to re-direct passengers to other connecting flights, or reschedule flights they may miss because of the delay. An Irish woman, around 50, approaches the counter.)

    Me: “I apologize for the delay. How can I help you?”

    Customer: “Hello, young man. I must say this delayed flight to Charlotte is unacceptable. I have a connector to Dublin I will need to be on ten minutes after this delayed flight lands. How do you expect me to make it in ten minutes?!”

    Me: “I do apologize for the inconvenience. If you give me a couple of minutes, I can check and see how I can re-route you.” *begins searching* “Ma’am, I do have a direct flight from this airport to Dublin, leaving in about two hours. That will put you in Dublin a couple of hours ahead of schedule.”

    Customer: “So I won’t go to Charlotte?”

    Me: “No, you won’t. And due to the inconvenience, there will be no extra charge for moving you to the direct flight.”

    Customer: “So I won’t go to Charlotte?”

    Me: “No, ma’am.”

    Customer: “Why not?”

    Me: “Ma’am, if I send you on this flight to Charlotte, you won’t have time to make the connector to Dublin. However, if I put you on the flight I’m talking about—”

    Customer: “The one that won’t have me going to Charlotte?”

    Me: “Yes, that one. If I put you on—”

    Customer: “But I want to go to Charlotte.”

    Me: “Let me check and see when the next flight from Charlotte to Dublin is.” *searching* “I have a flight leaving for Dublin tomorrow morning at 6:47 AM. That will put you in Dublin at around 7:00 PM at their local time, almost 24 hours later than if you just—”

    Customer: “I’ll take it!”

    Me: “May I ask why you would rather stay the night here in Boston than take this direct flight I’m offering you?”

    Customer: “The Charlotte airport has a Cinnabon.”