Originally Posted by
kapooncha
I would hold firm, raise your voice a bit if necessary. You booked the flight pre-deval and, when booked, the only listed change fee was $25. They didn't say more miles as well.
Having worked in CS front line before, we usually do not help customers who raise their voice or being rude.
It can just be lip service "yes we will escalate..... " but nothing will be done.
Service staff faces rude and unreasonable customers daily, such as flights delay due to weather or airport closure or events that are totally out of the service staff control.
They are just working for the company making an honest living, shouting does not help anything.
Normally we will go the extra mile to assist people who are nice and understanding, who will appreciate the situation.
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