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Thinking The Hotel Can Help Is A Flight Of Fancy

, , , , | Right | December 18, 2020

We have a couple from the Netherlands staying with us seeing the local national parks. They come in asking to use our business center to book a flight, and I tell them they are welcome to. They sit down and spend about ten minutes on the computer before asking for my help.

As I go over, I see that they have a big company airline webpage pulled up. They have filled out everything they need except for the payment, which is giving them some trouble because their card is not working with the website. I try to explain that to them, but they start getting more and more frustrated with me.

Guest #1: “No, no, no! We need to pay for our flight!”

Guest #2: “How do we book if we cannot pay?”

Me: “Well, it appears that there is a service line you can call when your payment is not working. I can get you a pen and paper to write down their customer service number if you’d like?”

Guest #1: “No, no, no! This is unacceptable! We need to speak with your manager! You need to make this work!”

Me: *Pauses* “I’m sorry, but I can’t get my manager to fix a different company’s website.”

Guest #2: “Yes, you can! He can come to fix it now!”

Me: “I’m sorry, but you’ll need to contact [Major Airline] customer service, as we are not associated with that company.”

Guest #1: “Yes, you are! It’s on your computer!”

Me: *Pauses again* “Yes, this is our computer, but that is the company’s website and we have no control over it.”

Finally, after a few minutes, I offered to let them use our lobby’s phone to call the company. I hope they got their flight!