I work for a customer service center, and I take calls for cruise and travel insurance. The company I work for is in no way affiliated with any cruise line; we just contract labor with the insurance company and have no control over the insurance policy or the decision of the claim

It’s been a rough day, as I listen and sympathize with people’s tragedies that are causing them to have to cancel their cruises. Then, just a couple of minutes before my lunch, I get this customer.

I give my greeting in an upbeat and cheerful manner, because I’m good at my job, and part of my job is to be friendly to people even if I’m feeling lousy. I get the info to pull up the customer’s account.

Customer: “Yeah. Finally. I had to cancel my cruise, so I need to get a refund.”

Me: “I’m very sorry to hear that you had to cancel your cruise, but I would be happy to help you. What was the reason that you had to cancel?”

Customer: “The state cancelled my unemployment, so I need to get the money back.”

I should mention that the insurance policies that the people sign say that they can get a full cash refund if they have to cancel for one of the reasons listed in the policy, or if they don’t qualify or don’t want to provide documentation, as long as they paid for the plan in time, they can get a Cancel For Any Reason Cruise Credit equal to 75% of what they paid for the cruise, not including what was paid for the insurance. The most common reason is for a medical emergency, and there are things like terrorist attacks and such. Needless to say, just wanting your money back doesn’t qualify for a cash refund.

I’m thinking I must have misheard her or something, I pause for a second to gather my wits.

Me: “What did you say was the reason you had to cancel?”

Customer: *Sigh* “I paid for this cruise with the money I got from unemployment, but I just got a letter from them saying I won’t be getting any more unemployment money after the end of this month, so I need that money back to pay bills.”

Me: *Baffled* “Ma’am, I do apologize for the inconvenience. The policy that you purchased has two sections. The first one is the Trip Cancellation benefit, which offers a full cash refund in the event—”

Customer: “Yes! That’s the one I need!”

Me: “The first one is the Trip Cancellation benefit, which offers a full cash refund in the event that you have to cancel your trip after you pay for the insurance—”

Customer: “Yes. I told you that is what I need. How soon do I get my money?”

Me: “The first one is the Trip Cancellation benefit, which offers a full cash refund in the event that you have to cancel your trip after you pay for the insurance for one of the reasons listed in the policy. Unfortunately, having your unemployment insurance run out is not one of the reasons listed in—”

Customer: “What?! I was told that I could cancel for any reason and get my money back!”

Me: “There is a Cancel For Any Reason Cruise Credit equal to 75% of— ”

Customer: “No! I need it all back!”

Me: “Ma’am, I do apologize for the inconvenience. Per the policy, the full cash refund, minus what was paid for the insurance, is only available if we can document that the reason you cancelled for is one of the eight specified reasons. Otherwise, there is the Cancel For Any Reason Cruise Credit.”

Customer: “A Cruise Credit?! I don’t need me no Cruise Credit! I need my money back.”

Me: “Ma’am, I’m sorry for the confusion, but the policy says that we only offer a cash refund if you have to cancel for one of the specified reasons. Those reasons are—”

Customer: “So, what are those so-called ‘reasons’?”

Me: “The first reason is for sickness, injury, or death, for yourself, a travelling companion, or members of either of your immediate families, that is diagnosed and—”

Customer: “So, what if I say I’m sick?”

Me: “I’m very sorry to hear that. As part of the claims process, we will need documentation of your sickness from your doctor so we—”

Customer: “What?! Those are my private medical records. No way are you getting my private medical records. You have no right to see them.”

Me: “That is, of course, your choice, but the policy does say, ‘Diagnosed and treated by a licensed physician,’ so if we aren’t able to get the medical documentation, we would not be able to offer a cash refund. There is, however, the Cancel For—”

Customer: “Well, if I say that I’m sick, that’s all the ‘documentation’ you’ll receive or have any right to.”

Me: “Well, you’re welcome to submit a claim, but if we can’t receive the medical documentation, we will be unable to provide a cash refund.”

Customer: “But I need that money to pay rent and buy groceries for my kids. Are you saying you want my kids to be starving and homeless?”

Me: “I’m very sorry to hear that. Perhaps you can speak with the Unemployment Office to see what they need to—”

Customer: “I already tried that, and they said they wouldn’t. I need that money.”

Me: “Then perhaps you could see if there are any kind of state or local assistance programs? Or perhaps a local church or charity would be willing to help you?”

Customer: “So, what you’re saying is that you want my kids to be homeless and starving! I didn’t know they were gonna end my unemployment when I paid for this cruise. It’s not my fault!”

Me: “I’m very sorry to hear about your financial difficulties. Unfortunately, I can’t change the contract. Perhaps—”

Customer: “No one told me I had to give no reason to get my money back! I shouldn’t have to give no reason why to get my money back. That’s why you buy insurance.”

Me: “I am very sorry for the inconvenience. I am unable to alter the contract or change the reasons listed in—”

Customer: “And what are these ‘reasons’?”

I go through all the reasons listed in the policy, and, surprise, surprise, none of them apply to her. She gets even more upset, screaming even louder.

Customer: “I want to speak with a supervisor since you want my children to starve to death!”

Me: “I’d be happy to get a manager on the line as soon as possible, but they can’t change the policy, either.”

Customer: “Then connect me with someone who can!”

Me: “Any changes in the insurance contract would require the sign-off of the entire legal department, and even then, it would apply to new policies, not ones already signed.”

This is a guess on my part.

Customer: “Fine! Then let me talk to the CEO!”

She says that like I have the CEO on speed dial or something.

Me: “I can submit an escalation to our Executive Team.”

Customer: *Still screeching* “I don’t need no ‘Executive Team’! I didn’t ask you for no ‘Executive Team’. I told you to let me speak with the CEO!”

Me: “The Executive Team is the highest level I have access to, and even there I don’t get to talk to them, just submit escalation requests.”

Customer: “That’s not good enough! I want the CEO’s private cell phone number! I know you have it!”

I don’t.

She kept threatening to call the cruise line and tell them to fire me, but I kept trying to tell her that I don’t work for the cruise line. Eventually, she said she was “gonna sue yo a** and send you to prison,” and hung up.

Being the friendly and helpful person I am, I submitted the escalation, and I made sure to put in the exact details so that if she called in again, people would know what she was up to. And then, I went to lunch, secure in the knowledge that I was most likely never going to hear from her again.

A man shopping with his eleven-year-old son threw a full-on tantrum in the store because we wouldn’t give him a display-only item.

Son: “I’m sorry my dad is being such a jerk.”

Man: “Don’t apologize to these people! You’re grounded!”

I am in a British supermarket, stood in the queue to pay, listening to something funny on YouTube. It is not a smart time for me to come in; there are a lot of people, and it is hot.

I have only come in for a few things as I am in a lazy mood today and don’t want to do anything that requires too much effort for dinner. I’m stood there with my few things, and an old man with a cane who has only one item asks to go ahead of me. I have no issue with that, so off he goes, and I go back to my video, trying not to giggle too hard at it.

After a moment, I feel someone gripping my arm. I’m pretty much turned around by this grabby arm flinging me about, which is not easy because I am not a little girl. I almost stumble over with the speed I’m turned around. This woman starts screeching at me so loudly I can hear her over my video.

Woman: “Who the f*** do you think you are, listening in on our private conversation?”

Me: “Huh? I wasn’t listening to your conversation.”

Woman: “You obviously were. You started laughing when I told my husband a joke. Didn’t your parents teach you manners? What is wrong with you, you stupid c***?”

I am completely bewildered by what is occurring and just stand there not sure what to do as she rants at me. I am trying to keep an even face.

She continues to rant and rave for about a minute calling me different names.

Woman: “You should let us go ahead of you, you disrespectful little b****! You let that old man go ahead of you; you should let us, too, since you’ve been so disrespectful. I have children I need to get back to!”

She and her husband have one basket each. I have literally four items in my basket.

At this point, I’ve got my bearings, and I do have a nice shiny backbone. I just smile at her politely.

Me: “If you don’t keep your voice down, stop being such an entitled b****, and back the heck off, I will happily have the store call the police as you grabbing my arm and turning me as you did qualifies as assault. Now, back the f*** off and leave me alone.”

She gets a very shocked look on her face. I turn back around to wait for my turn. I do not see what is happening behind me, but suddenly, I hear a very loud, very angry voice.

Voice: *Sternly* “Don’t you dare! Touch her and you’ll be dragged out of here in cuffs.”

I turned my head to the side to see a security guard marching toward us. I turned to see the woman holding an egg in one hand, pulled back, preparing to throw it at me. She dropped the egg when the security guard yelled at her.

She actually looked scared to have this giant in a black jacket marching toward her. After a few minutes of arguing, he removed her and her husband, who looked like he wanted the floor to swallow him whole.

I’m helping out my manager with some internal applicants for a job that has been on the board for a while. I have been reviewing CVs, answering questions, and supporting the interviews by taking notes, etc.

I’ve been stopped on the factory floor a few times for updates — which I can’t give because I’m not making the decision — and then, this one guy stops me.

Guy: “Hey, how do I apply for that job you got open?”

All the details are on the advert, but okay.

Me: “Oh, the [job title]? Normally, you would put the vacancy reference into [Company Homepage] and click on ‘vacancies,’ but unfortunately—”

He interrupts.

Guy: “What website? What do I use: Internet Explorer or Firefox?”

This is a vacancy clearly needing a decent IT ability. It’s concerning that he doesn’t know how to get on our own company’s website.

Me: “I, err, well, it doesn’t matter what browser you use, but again, unfortunately, the position isn’t accepting new applicants.”

Guy: “What? No! You’re lying! I know you haven’t hired anyone. [Friend] told me he hasn’t heard back yet!”

Me: “We haven’t made a decision yet, but we know that one of the people we interviewed will be getting the position.”

Guy: “Bulls***! You’re just racist! You have to let me apply.”

Me: “It has nothing to do with me. The system automatically stops anyone from applying after the closure date.”

Guy: “This is bulls***! I’m sick of all you racist c***s!”

Me: “This is company policy, nothing to do with me. The job has been up on the board for months.”

The job needed a people person, someone who was organised and good with IT. He seemed like none of these. His friend ended up getting the job.

I’m sure he has a new excuse why it’s not his fault.

I work as a librarian at a university. The health crisis has only been in full swing for a few months, and the university has tasked its employees with enforcing a mask and social distancing mandate. For us in the library, this involves doing regular rounds to check for patron compliance. This quickly devolves into us playing mind games with the patrons to try and catch them off-guard, as most of them attempt to pull their masks up the moment they see or hear us approach, but that’s a story for another time. The majority of our patrons clearly hate the mandate and do not hesitate to express this, but ultimately, they tend to cooperate in the short term.

We have a three-strike rule, where any given patron will be warned each time they are caught in non-compliance. If they incur three infractions during any single day, their name and ID numbers are to be reported to [Administrative Organization] and they are then asked to leave the facility.

On one particular day, the building is fairly quiet. There is a patron who I catch maskless several times; since he is alone in a rather open area, I opt to give him an extra chance in addition to the default three strikes in hopes that he will comply with the mandate. However, on the fourth time I catch him with it off, I bite the bullet and confront him.

Me: “Hello again. May I please see your student ID?”

The patron immediately becomes defensive, but he does hand over his ID card. I begin writing his information down.

Patron: “There’s no one here. I’m alone. The mask keeps fogging up my glasses. How do you expect me to see anything?”

Me: “Unfortunately, we do still have to follow university protocol.”

Patron: “Well, your protocols are stupid.”

There’s a short, tense silence before he continues.

Patron: “So, what’s going to happen next?”

Me: “This information will be forwarded to [Administrative Organization]. As they do not brief us on how it will be handled, I do not know what will happen from there.”

Patron: “Well, I don’t really care.”

I want to ask, “Then why did you ask?” but I remain silent.

I finish collecting pertinent information and hand his card back to him. He then leaves. I file the required report and carry on with my regular duties.

Fast-forward two weeks. It’s one of my days off, so I’m not in the library myself, but [Supervisor] is. I am out getting groceries when I hear from [Supervisor] about this; the exchange below is my understanding of what occurred.

The same patron from before comes to the front desk, where [Supervisor] is currently stationed, with a sheet of paper.

Patron: “Does [My Name] work here?”

Supervisor: “Yes, she does.”

Patron: *Pointing to the document in his hand* “I don’t agree with this!”

The document is, reportedly, an order from [Administrative Organization] to attend some form of hearing and pay a fine. It includes a copy of the report I filed two weeks ago… with my name on it.

Supervisor: “Is the information in the report factual?”

Patron: “It might be factual, but I still don’t agree with it!”

The patron then walks away, but not before announcing that he will not pay the fine and cannot make the hearing date. He then starts belittling me as he leaves.

An hour later, on his way out of the building, he stops again at the front desk.

Patron: “Tell [My Name] I said hello.”

The patron then left the building.

For a while after this, I frequently found myself glancing over my shoulder, especially to and from my car before and after work. Thankfully, nothing happened. [Supervisor] reached out to the library administrators about it, and they quickly gave us permission to remove [Patron] from the building if he ever interacted with us poorly again. He never did.

All of this because of a mask.