We're going to just have to agree to disagree on what customer service is appropriate when dealing with a pax on a full-fare business class ticket, with an at-risk TPAC connection. In my view, I pay roughly 10K USD in part for the "privilege" of NOT being told "no, go away" - using any language, and under any circumstances. I can completely see why from the airline's perspective, customers like you are preferred. But after all the back-and-forth on this thread, I still think my basic position is reasonable: repeatedly insisting on things that aren't true, and that are easy to verify, is not good customer service. I'm surprised anyone disagrees with that.
I agree with you and it is the most important thing taught for GA's is to tell the passengers the truth. Yes a lot of airlines do not enforce it and for many reasons and one of them being the frontline GAs are not told either. If this was at check in then probably they do not have access to the load factor. So it would be interesting to know where this happened? Was this at a transfer service desk or at check in or at the gate?
Last edited by Davvidd; Apr 1, 2024 at 3:54 pm