Originally Posted by
tockeyhockey
Originally Posted by
davetravels
If you read any posts here, you'll find that most initial replies from customer service are canned responses that are tweaked ever so slightly to make it seem that they are listening to your complaint.
Why do you think that a basic low level clerk would actually be able to answer your question with a fairly knowledgeable answer?
Yes, the answer was perhaps a tad snootier than it should have been, but you really don't quote much from your letter, so it's hard to ascertain the tone of YOUR letter.
as i said in my post, this was a high level customer service manager. or at least that was how she represented herself to me. her response was not canned -- i can tell. it took me about ten emails to get this response. eight of the other ten WERE -- as you said -- canned.
was i snooty in my emails? i'm sure people here will think i was.
i was asking why they set the fee at $150, why they charge everyone that fee regardless of status, and why they don't have a window for changes (perhaps 21 days out like UA has) where there are no fees. i also asked whether $150 was justifiable based on their labor costs, energy used, software needs, etc... mainly out of curiosity.
Start your own airline and find out : )
Today I bought a product at 1pm. At 4pm I resold it for double the price. The person knew what I paid for it and where I bought.
I don't need to explain myself to them.
God bless America