Originally Posted by
YYCCL3
Totally agree with this. I'd be inclined to believe the customer is incorrect in this particular situation - but the way it was apparently handled by AC is terrible. When you are in the customer service business, your main opportunity to swing customer opinions one way or the other is in "exceptions" - not normal operations!
Uh, I think you misunderstood what I meant. I meant that if AC believes they did nothing wrong, then they should really do nothing for the customers. But there is a persuasive way to talk to the customers and make them think that the agents have tried everything they could. Asian airlines are exceptional at this, and at the end of the do-nothing, you would feel bad to even get angry at them.