Reply Back Like An Act Of God
(I am working the customer service desk. Due to inclement weather, we have to cancel a flight to a smaller airport, as the plane used to make said flight would not be capable of landing there in a storm. I am dealing with a customer who has just been informed that the plane to which he was transferred, due to a mechanical fault in a previous flight, is cancelled.)
Me: “So, I’m terribly sorry, sir. The best we can do now is rebook you for our earliest flight to [City] tomorrow morning, or start processing a refund to your credit card for this leg of your trip.”
Customer: *sighs* “Well, I need to be in [City] tonight, so I guess I’ll just take the refund.”
Me: “All right, sir. We will start processing your refund immediately, and again, we are terribly sorry for the inconvenience. Is there anything else I can help you with?”
Customer: “Yes, would you happen to know how much it costs to take the metro from here to [Main City station]? I guess I’ll be catching a late train.”
Me: “Certainly sir, it’s—”
(Suddenly the lady behind this customer speaks up.)
Woman: “Is that it? You’re not going to get mad? You’re not going to threaten to sue them?”
Customer: “…why would I do that?”
Woman: “They’ve ruined your trip! They took your money and ruined everything anyway!”
Customer: “I highly doubt anyone in Paris is responsible for the storm at [City], and the people working customer service are certainly not responsible for a mechanical fault in the plane.”
Woman: “But they’ve cost you hundreds of euros!”
Customer: “If they refund this leg, then it works out almost even. It’s really not a problem.”
Woman: “What are you talking about, it’s not a problem?! Of course it’s a problem! They should be made to pay! It’s that stupid French laziness where they just don’t want to work and—”
Customer: “Lady, shut the f*** up.”
(The woman chokes on her words as the customer who has been nothing but calm and polite this whole time fixes a glare on her.)
Customer: “I had to get up before six this morning to take a one-hour bus to the airport for a flight that got delayed. I was stuck in THIS airport for hours before finding out that my other flight was cancelled, and now I have to hop the metro to catch a two-hour train to be in [City] hours after I was supposed to arrive. I am tired. I want a shower. I am not in the mood to fight [Airline] over an act of God, and I am definitely not in the mood to listen to you rant and rave like a g****** lunatic about something that is none of your business. Now, kindly f*** off!”
(He turns back to me as the woman stammers incoherently.)
Customer: “Merci pour votre aide. Bonne soiree.” *Thanks for your help. Good evening*
(He gathered up his travel documents and calmly walked off.)
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Question of the Week
Tell us your story about a customer who couldn't understand the most simple concept.