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October 24, 2005
Unbelievable customer service
(Posted by francois to: customer service | worst practices )In trying to help the family of my friend, who passed away this weekend, I offered to arrange for the ticket of her brother for him to attend the funeral later this week. What followed is pretty astonishing.
First I checked fares online and settled on a Delta flight. I went through the complete registration only to find out at the end that the passenger must present the credit card with which the ticket was purchased. Figuring this was just a glitch and that I could get around that I called Delta and explained the situation. Not only did the agent not acknowledge the situation, she said that this problem could be solved by paying an extra $100. I said, "you must be kidding me - how can $100 fix this situation and how can it not be fixed with $0?" Upset, I added "this is theft." She proceeded to repeat the exact same sentence as if I was some kind of moron who did not understand English. I hung up...
Then I called American. Not only did the attendant acknowledge the situation, she offered me an emergency fare that was $100 cheaper than what they had on their web site, and she was also very patient while I was placing other calls to get the funeral home information. Go figure...
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Posted by francois at October 24, 2005 10:11 AM | Bookmark This
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