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Aangel Management 101 - agent who couldn’t help did

Aangel Management 101 - agent who couldn’t help did

Old Sep 3, 19, 6:56 pm
  #1  
Original Poster
 
Join Date: Aug 2016
Programs: AA
Posts: 18
Aangel Management 101 - agent who couldn’t help did

The other day I asked an agent behind the Admirals Club podium at GRU to print out boarding passes that I could use for connecting flights once I got back to Miami. (I had bought them separately because the total trip was so much cheaper that way. Go figure.) He said he could not do it: he could only print passes for itineraries originating in Brazil. I looked incredulous: I was asking for passes for flights sold by American for American metal flying in American's home country. Nope, he said: no can do. I smiled and asked about "seamless integration," but he only looked wistful. I was getting ready to leave when I thought to ask: could I print the passes now if I had access to a printer? Yes, he said. I walked out with some wistful comment of my own about how much I usually enjoyed the club, especially the cashew juice unavailable where I live. He smiled.

I came back a minute a later and said, "But wait, you have printers in the club, right?" He acknowledged that they were available. I marched back while muttering about procedures and discovered that the computers were operational but the printer wasn't. I was about to accept defeat when the agent appeared out of nowhere and quietly asked me to give him my itinerary. I followed him back to his podium, where he proceeded to print out the boarding passes that three minutes earlier were beyond his powers.

I ponder this now and think that the likeliest interpretation is that my comment about cashew juice tickled him. He even went back to the kitchen to look for some, without luck as it happens. The clerk sitting next to him, who had heard the whole exchange, might also have nudged him along. Who knows? I call it a refresher course in the old maxim about being nice, even when you're annoyed.
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Old Sep 3, 19, 7:03 pm
  #2  
PHL
 
Join Date: Dec 2000
Location: PHL, NYC
Programs: AA PLT, DL SLV, UA SLV, MR LTT, HH DIA
Posts: 8,446
Maybe a newbie, helped by his veteran colleague. Chalk it up to poor training on AA's part. Going for great.....
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