I wholeheartedly agree. Especially with the convolutions of the airline industry, I will accept an agent not knowing every law and permutation, but I would expect them to make the effort to find out.

Same issues, different industry: I had bought something at at national chain (Penney's) in a state where sales tax was charged. I went to return it in a state where that item was non-taxable. The saleskid rang up the return, which was less than what I paid for (due to the tax). He tried to tell me the computerized cash register would not allow him to override what was programmed. Ironically, I had worked on the same cash register when I was in college 20 years ago and we could do it then, so I was sure he could do it now (esp with national chain). I told him to get on the phone, call his supervisor and have him/her walk him through how to do it. After he did it, I told him -- it was not the money, which was all of ~55 cents, but his attitude that since he did not know how to do it, his response was it could not be done. I made a point to call customer service in front of him, described the situation, and gave his name. I hope he learned a lesson from that. I figured someone needed to tell him (and Penney's) that that attitude is NOT customer service.


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Da DOK

[This message has been edited by DaDOKin DC (edited Nov 15, 2003).]