Originally Posted by
Cubiscus
It's never good customer service if you have to pay a fee to book over the hone when you can't book online, no matter what the policy. A good customer service manager will waive the fee under these circumstances.
There I disagree entirely. It is not good service to waive for some people and not for others. Either it is the policy to charge and all should be charged or it is policy not to charge and it should always be waived
It is v poor service imo for it to be down to the whim of an agent