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As I pointed out in the MIM thread, we are short staffed today in my emergency travel call center, because management allowed two people off on vacation, and a third to leave early.
For added fun, Spirit airlines is going on strike. So the call volume is up, and there's only me and one other person to answer them.
1st call:
Me: *opening spiel*
Cust: "Yes, I just landed in Detroit from Cancun, and I had to purchase a one way flight on Jet Blue because Spirit was cancelled due to their strike. Why didnt anyone let us know?"
Me: *pulls up reservation and sees documentation from 3 days ago, stating a voice mail was left on xxx-xxx-xxxx, advising flights cancelled and to call to reschedule* I advise customer of this.
Cust: "Oh, that! Well my cell phone doesnt work in Mexico, so I didn't get the message until just now when I landed in Detroit. Why didn't someone call me at the hotel?"
Me: "Ma'am, I don't show that your agency is the one that booked the hotel, so I'm not sure how they would have known where to contact you, other than your contact number"
Cust: "...."
Me: "...."
Cust: "Well, someone should have tried harder. I need to get a refund. I'm out all this money!"
Me: "I'll have a manager contact you Monday regarding your complaint."
Cust: "But WHY didn't they try harder to contact me?"
Me: "Ma'am, all I can do is have a manager call you back Monday. I'm sorry."
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
2nd call:
Me: *opening spiel*
Cust: "Yes, I'm at the Dayton airport, and we are flying to Istanbul through Chicago, and our flight to Chicago is cancelled because of weather. We will miss the flight to Istanbul."
Me: *asks for name, pulls up res* "Ok sir, I see your flight has been cancelled. Are you in line with United so that they can reprotect you on the first available fight?"
Cust: "Yes. I'm standing in front of the ticketing agent, and she is calling the ticketing department, but she's 17th in line on hold."
Me: .....
Cust: .....
Me: "Oh. Ok, so how can I help you?"
Cust: "Well, what should I do?"
Me:
*stab* "Well, I'd advise waiting for the agent to get through to her re-ticketing department, and having them reaccomodate you on the next available flight."
Cust: "So you can't do anything?"
Me: "Sir, it's a weather delay. I understand it's frustrating, but the worst part is over. You're at the front of the line and they're reaccomodating you the best they can. Just please be patient and see what they do for you. In a weather delay, they're only required to place you on THEIR next available flight, so unless you want to purchase another ticket to Istanbul, you'll unfortunately need to take what they offer."
Cust: .....
Me: "Is there anything else I can do for you?"
Cust: "I guess not."
Good GOD! I feel like a freakin' NANNY sometimes!!!
Thanks for listening. VERY theraputic.
For added fun, Spirit airlines is going on strike. So the call volume is up, and there's only me and one other person to answer them.
1st call:
Me: *opening spiel*
Cust: "Yes, I just landed in Detroit from Cancun, and I had to purchase a one way flight on Jet Blue because Spirit was cancelled due to their strike. Why didnt anyone let us know?"
Me: *pulls up reservation and sees documentation from 3 days ago, stating a voice mail was left on xxx-xxx-xxxx, advising flights cancelled and to call to reschedule* I advise customer of this.
Cust: "Oh, that! Well my cell phone doesnt work in Mexico, so I didn't get the message until just now when I landed in Detroit. Why didn't someone call me at the hotel?"
Me: "Ma'am, I don't show that your agency is the one that booked the hotel, so I'm not sure how they would have known where to contact you, other than your contact number"
Cust: "...."
Me: "...."
Cust: "Well, someone should have tried harder. I need to get a refund. I'm out all this money!"
Me: "I'll have a manager contact you Monday regarding your complaint."
Cust: "But WHY didn't they try harder to contact me?"
Me: "Ma'am, all I can do is have a manager call you back Monday. I'm sorry."
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
2nd call:
Me: *opening spiel*
Cust: "Yes, I'm at the Dayton airport, and we are flying to Istanbul through Chicago, and our flight to Chicago is cancelled because of weather. We will miss the flight to Istanbul."
Me: *asks for name, pulls up res* "Ok sir, I see your flight has been cancelled. Are you in line with United so that they can reprotect you on the first available fight?"
Cust: "Yes. I'm standing in front of the ticketing agent, and she is calling the ticketing department, but she's 17th in line on hold."
Me: .....
Cust: .....
Me: "Oh. Ok, so how can I help you?"
Cust: "Well, what should I do?"
Me:
*stab* "Well, I'd advise waiting for the agent to get through to her re-ticketing department, and having them reaccomodate you on the next available flight."Cust: "So you can't do anything?"
Me:
"Sir, it's a weather delay. I understand it's frustrating, but the worst part is over. You're at the front of the line and they're reaccomodating you the best they can. Just please be patient and see what they do for you. In a weather delay, they're only required to place you on THEIR next available flight, so unless you want to purchase another ticket to Istanbul, you'll unfortunately need to take what they offer."Cust: .....
Me: "Is there anything else I can do for you?"
Cust: "I guess not."
Good GOD! I feel like a freakin' NANNY sometimes!!!
Thanks for listening. VERY theraputic.
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