Both reservations and the airport are dealing with time critical situations. Reservations because they have a handle time they are supposed to meet, and the airport because people need to make their flights...they are only going to take the time to document if your a jerk and want to prepare the next person you talk to that you're a jerk.


The same people who yell, tend to be the same people who lie about what was "promised" on their previous call. I had people tell me the previous person told them they could waive everything because someone in the family died, pull up the record and the notes clearly say they asked for a voluntary change and were told the cost and weren't happy about it...they HUCA and now grandmas dead....right...notes are very important.

Also had people tell me the airport agent was rude to them and denied them boarding...pull up the record, and someone tried to check in 16 min before his flight to JNB.