Let’s Hope She’s A Better Passenger Than Listener

I work at a call center for an airline. A passenger calls, already upset, because a third-party booking site charged her infant for an adult ticket. I agree that this is wrong and she should call the ones who issued the ticket to refund that ticket and rebook. 

Caller: “Well, you’re the airline. Why can’t you do it?”

Me: “The third-party has your money and they are the ones in control of your reservation. The only information we have in our system are the flight details, but we can’t even see how much you paid for the ticket. It is them that made the error, but they are perfectly equipped to handle this situation so they can help you with no problem!”

Caller: “I waited on hold with you guys for half an hour and you won’t even help me!”

Me: “If I could, I would refund it for you, especially since you are calling within the same day as booking your ticket. Unfortunately, though, you bought the ticket through a third-party and, as I said, they have your money, not us.”

Caller: *Outraged* “You guys make this mistake and then won’t even help me! I’m never flying with you again!”