Originally Posted by
yyznomad
All my phone calls to them have resulted in pretty calm conversations with calm service reps. They never sound or seem stressed.
Perhaps I just know how to play the game. I've played it many times and have won.
Yes, they are indeed patient, keep apologizing for my every concern, and neither did I get mad. This is made possible by a few reasons: (1) operators are well trained to listen, (2) they can always blame YYZ agents for every concern, and (3) unlike in Canadian English spoken at YYZ, apology in their language doesn't necessarily mean being sued right next day. It's good they didn't show you any hint of stress, but it might be of your interest to ask them about their feelings for YYZ
Btw, what did you WIN out of such pretty calm conversations?