We Don’t Need Your Business (Class)

, , , | Right | December 5, 2019

(I work for the Elite/VIP line at an airline call center in Prague. While most of our passengers are polite and understanding, sometimes they are just entitled jerks.)

Me: “Good morning. Welcome to your [VIP line]. My name is [My Name]; how may I help you?”

Caller: “I need to be on the next flight from Paris to New York. One-way, business class, quickly.”

Me: “Sure thing. Let me look at what we can offer you.”

Caller: “The price on the website is outrageous; I hope you can do better than that.”

Me: “I’m sorry, sir, we are almost fully booked and the departure is in two hours; the best price I can offer you is [horribly high last-minute price].”

Caller: “WHAT?! I FLEW FOR FOUR TIMES LESS SIX MONTHS AGO! THIS IS RIDICULOUS! I WANT TO TALK TO A SUPERVISOR.”

Me: “I understand, sir, but she will not do that. Looking at your booking from six months ago, you purchased the ticket four months in advance. You cannot expect the same price for a last-minute business-class ticket.”

Caller: “But I’m a [second-highest tier] passenger; I should get cheaper prices!”

Me: “That’s not how it works.”

Caller: “Your program is useless. Frequent flyers are not rewarded enough.”

Me: “With your additional bag, your extra-comfortable seat on the [arguably the best passenger plane in the world]’s top deck, as well as the shuttle to the airport, all free of charge on both legs, you saved more than €300 on your previous booking.”

Caller: “I didn’t… I mean, this is normal, but I expect more.”

Me: “I’m sorry, sir, but it looks like the last seat on this plane was booked by another passenger since we did not confirm it early enough, and the next ones for today are already overbooked. If you wish, I can put you on tomorrow’s flight, same time.”

Caller: *curses, then hangs up*

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