You’re An A**-Hole In Every Language

| UK | Right | December 8, 2016

(I work in a complaints department for an airline based in the UK. We fly to hundreds of airports all over the world. This call comes through from an Italian gentleman who is irate from the beginning.)

Me: “Good morning, [Airline]. How can I help?”

Customer: “I’ve been on hold for twenty f****** minutes! I just need to know why my refund hasn’t gone through!”

Me: “I’m sorry you were kept waiting, sir. We’ve been very busy today. Let me check if the refund has been processed yet. Do you know the amount and what it was for?”

Customer: “You’re not sorry at all; you’re just paid to say that! You English are all the same, thinking you can be polite and it will let you get away with treating your customers terribly!”

Me: *starting to get annoyed after a long morning being shouted at* “I’m sorry you feel that way, sir. I’m trying to help you. Could you tell me what the refund you’re due is for?”

Customer: *grumbling* “I didn’t get the seat I paid for on my flight to Hong Kong last week! You promised it would be in my account by now and it’s not! I had to sit at the back of first class near the business-class people!”

Me: “Okay, let me see what happened.”

(I look through the transaction history for this flight. The total amount he spent on the flight was upwards of £8,000 and the total amount he would be due for a refund is £20. I scroll down and see that the amount was refunded to his credit card three days ago.)

Me: “Sir, I see on my system here that the £20 was refunded to your card ending **** on Thursday.”

Customer: “Are you calling me stupid? Don’t lie to me, you English b****! You’re all the same! I want my money back in the next hour! I’m never flying with you again! Your pilots can’t fly and they should learn to speak Italian!”

Me: “Are you suggesting out pilots learn the language of every country we fly to?”

Customer: “Of course! It’s common courtesy, something you English don’t seem to understand!”

Me: “Sir, we fly to hundreds of airports across the world. Instead of learning to speak languages from across the world, our pilots are making sure our passengers are safe on comfortable on every flight. However, regardless of whether you fly with us again or not, I can assure you that the money you were owed has been returned to you.”

Customer: “Bull-s***! You don’t have nearly the same high standards as [Competitor European Airline] have!”

Me: *impatient now* “You’re telling me that all pilots at [Competitor European Airline] can speak Italian, English, Hungarian, Japanese, Finnish, Spanish, Mandarin, Icelandic, Arabic, Hebrew, Russian—”

Customer: *click*

(I got a warning for that call, but I didn’t care.)

Should Be More Flight Attendant

| Chicago, IL, USA | Working | July 16, 2016

(I am flying out of Chicago and, it has been a particularly bad day for flights, with many from Airline being closed for weather, despite all other airlines running smoothly. When I go to board I see this conversation between a flight attendant and a young kid:)

Kid: *waves hello wildly to flight attendant*

Flight Attendant: “Wow, you look happy to be flying. Most kids your age are scared!”

Kid: “No, I fly a lot. I’m excited!”

Flight Attendant: “Well, clearly you haven’t flown with [Airline] too often yet.”

Sending Fraudsters A Clear Message

| Helsinki, Finland | Working | June 7, 2016

(I work for an airline online ticket sales back office. One of our duties is to profile online bookings in search of credit card scammers.)

Coworker: “This booking is a scam. I’m sure of it! It fits all the profiles!”

(Sure enough, the credit card used for the booking turned out to be a copied credit card.)

Coworker: “Here’s another one! And another! They are flooding in now! I’m sure these come from the same source. They all look the same!”

Me: “Can you handle it or do you need help?”

Coworker: “I don’t know. Let me see… Shoot, there are at least 20 of these! I gotta make them stop. I’ll send them an e-mail!”

Me: “You’re gonna do what?”

Coworker: “I’m gonna send them an e-mail”

Me: “Send who an e-mail?”

Coworker: “The scammers!”

Me: “How are you gonna send them an e-mail?”

Coworker: “There’s an e-mail address in these bookings!”

Me: “You really think that’s gonna work?”

Coworker: “Well, you don’t know if you don’t try! There, I wrote in it ‘Stop spamming us with these frauds’ and sent it!”

(We have a laugh together wishing it would really be this easy to fight the frauds and continue with our tasks. Then, less than 10 minutes later, we receive an e-mail to our team’s general e-mail.)

Coworker: “No way! It worked!”

Me: “What worked?”

Coworker: “The e-mail I sent to the fraudsters! We got a reply! It says: ‘Oh, ok :)’ and the frauds really stopped, too!”

(We printed that e-mail conversation out and pinned it to our message board. This is how you fight crime!)

Just Ran Over (Very) Big Bird

| Perth, WA, Australia | Right | March 16, 2016

(I am a flight attendant. Whilst turbulence sometimes happens, this flight was actually very smooth. One customer seems to think otherwise.)

Customer: *sounding slightly stressed* “Why is it so bumpy; it’s so very, very bumpy!”

Me: “Oh, we just ran over a bird.”

(Customer looked out of the window to try and spot the poor bird, even though we were at 35,000ft. I walked away before she worked it out…)

Seat Location Scores A ‘D’

| London, England, UK | Right | December 16, 2015

(I am a flight attendant and covering the rear doors on a large aircraft during boarding to help customers settle in. Seats are fairly simply set out using ABC-DEFG-HJK layout. A customer calls me from the far aisle.)

Customer: “Hey! Where’s 38E?”

Me: “The seats are in alphabetical, so ‘E’ would be that one.”

(I point and smile, counting through the alphabet so he can see exactly which seats are which.)

Customer: *pointing to 38D* “so is it this one?”

Me: “Sorry, sir, no. It’s the one next to it. There’s also a diagram of the row on the overhead locker with the seats’ letters.”

(The customer nods and begins to sit in the wrong seat so I help him by patting the correct seat over the aisle, by the time I get back to my door at the rear of the aircraft two gentlemen are laughing between themselves.)

Gentleman #1: “I think your explanation was idiot proof…”

Gentleman #2: “But obviously people check their brains with their luggage!”

Me: “I’m so glad I’m not the only one that sometimes thinks that!”

(Those gents made my flight and I made sure they got some extra bits for making a painful flight bearable!)

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