Agent hung up on me for using F word during IRROPS rebook call!!!
Jul 23, 2018, 9:24 pm
#46
Join Date: Nov 2017
Programs: United 1K
Posts: 131
"Under these circumstances, It is not acceptable for Southwest to ask me to pay the difference in fare."
"How the **** can their be a price increase if Southwest canceled my flight?"
Which question better motivates the motivates the phone agent to request a supervisor override to waive the fare difference? Which question gives the phone agent an excuse to end the call?
"How the **** can their be a price increase if Southwest canceled my flight?"
Which question better motivates the motivates the phone agent to request a supervisor override to waive the fare difference? Which question gives the phone agent an excuse to end the call?
Jul 23, 2018, 10:05 pm
#47
Join Date: Jul 2012
Posts: 204
Ummm.... No.
Adults swear... It's part of life. That's the problem in this day and age... Everyone thinks they're another adult's parent.
Telling a grown man "this is your warning" is childish on the casino's part.
With each passing day, the freedoms of being an adult slowly go down the drain. There used to be a time when an adult sweared and people knew to mind their own business or didn't care.
Adults swear... It's part of life. That's the problem in this day and age... Everyone thinks they're another adult's parent.
Telling a grown man "this is your warning" is childish on the casino's part.
With each passing day, the freedoms of being an adult slowly go down the drain. There used to be a time when an adult sweared and people knew to mind their own business or didn't care.
Speaking of freedoms, why does your freedom to curse at a blackjack table trump the casino's freedom to set and enforce their own policies? Spoiler: It doesn't.
I'll curse like a sailor when it's appropriate, but part of being an adult is showing respect and following the rules, no matter if you agree with them or not. If you're too childish to not be able to control your mouth, you're free to take your business elsewhere.
Jul 23, 2018, 10:05 pm
#48
FlyerTalk Evangelist
Join Date: Jul 2011
Location: RNO
Programs: AA/DL/UA
Posts: 10,761
I would question that.... In this context... he used the cuss word to describe the situation.. Not the rep... If that makes sense. Its different if you use the curse word with it directed at the rep not the situation. Any properly trained customer service rep should be able to maintain the call and attempt to work with the customer in that situation. I can tell you I had may customers initially cuss and be angry over the 3 yrs I worked at Gateway. I only terminated 1 maybe 2 calls the entire time. Put yourself in this customer's position this morning.. Your flight being cancelled and your being told that you have to pay extra to be booked on the next flight... Clearly that doesn't make any sense... You can start to see why he would be frustrated.... As a tech support / customer service rep.. we were taught to not take things personally.. and always try to look at it from the caller's point of view... The people calling in need and want your assistance. While you can't please everyone... let them vent some, then do your best to resolve the issue. I have had people be MEAN at the beginning of a call and by the end of the call, it was a complete 180 difference.
All this rep had to do was say... "Sir, I understand your frustration but in order for me to assist you, will need need to not cuss, otherwise, I will have to terminate this call. Let me see what I can do to help resolve your issue... Sir, were you and are you at the airport right now? If so, the front line rep's at the airport have more authority to override the systemt. If your not at the airport, may I put you on hold while I research this more and find out why there is a fee.. And if need be.. I can find my supervisor and see if he can waive the fee"
Jul 23, 2018, 10:15 pm
#49
FlyerTalk Evangelist
Join Date: Jul 2011
Location: RNO
Programs: AA/DL/UA
Posts: 10,761
Ummm.... No.
Adults swear... It's part of life. That's the problem in this day and age... Everyone thinks they're another adult's parent.
Telling a grown man "this is your warning" is childish on the casino's part.
With each passing day, the freedoms of being an adult slowly go down the drain. There used to be a time when an adult sweared and people knew to mind their own business or didn't care.
Adults swear... It's part of life. That's the problem in this day and age... Everyone thinks they're another adult's parent.
Telling a grown man "this is your warning" is childish on the casino's part.
With each passing day, the freedoms of being an adult slowly go down the drain. There used to be a time when an adult sweared and people knew to mind their own business or didn't care.
Stuff like this is precisely why I enjoy going to this casino. I don't go to biker bars (where cursing is nearly constant), and I don't patronize casinos where the patrons curse and chat on their phones. Feel free to go to a trashy casino where they tolerate that behavior. They exist.
Jul 23, 2018, 10:24 pm
#50
Join Date: Jun 2014
Posts: 149
Never cuss - doesn't get you anywhere
Obviously very frustrating when they cancel your flight, and then ask you to pay more to rebook you on the next. Actually, that does not make sense at all. In fact, I have experienced MANY unreasonable behaviors and policies by airlines and airline employees, but never this. Are you sure you didn't just miss the flight? Just kidding.. don't cuss :-)
Anyway, I fully agree with those who think cussing and rude behavior is a dead end and completely counter productive, beside being unacceptable.
Anyway, I fully agree with those who think cussing and rude behavior is a dead end and completely counter productive, beside being unacceptable.
Jul 23, 2018, 11:37 pm
#51
Join Date: Jun 2004
Location: San Diego
Programs: IHG Spire Amb, HH Diamond, DL Diamond and 1MM
Posts: 3,610
BearX220 is right
BearX220 is right on all counts. I would have done the same (hang-up on first use of a swear word), and back up any of my employees who do the same. The OP needs to know the what used to be excused in the work environment is no longer tolerated. Abusive customers get the same zero tolerance as abusive employees.
Jul 24, 2018, 12:44 am
#52
Join Date: Sep 2008
Posts: 7,875
I was referring to cell phone calls dropping. Not a new concept.
Southwest can offer rerouting to a co terminal but that certainly won’t apply to every market. For example if OP was flying to MCO and now wanted to fly to TPA, not a co term, fare difference would apply.
Perhaps at airport CSAs may be more fluid but phone reps have to follow policy more often than not. I think my comprehension of IROPS is spot on thank you. Feel free to refer to Southwest's SODA / Rule 85 policy if you need a refresher.
I have not had a cell phone drop in the past few years due to a bad connection. Maybe you need to get a new phone/carrier
Jul 24, 2018, 2:02 am
#53
Join Date: May 2016
Location: ATL
Programs: DL GM, Marriott Titanium
Posts: 1,240
fwiw, Verizon has often seemed spotty in terminals at ATL and unreliable on planes on the tarmac. I've also had phone calls drop in recent years in elevators and inside certain large concrete buildings, so depending on where the call was made from a dropped call is not out of the realm of possibilities (though perhaps unlikely)
Jul 24, 2018, 3:24 am
#54
Join Date: Mar 2003
Location: NYC/PSP
Programs: AA EXP, A3 Gold
Posts: 4,103
There are a lot of delicate flowers posting in this thread. It is a curse word that was used as an expletive, not as an assault on the agent. "What the f" vs "F you". Big difference. The OP was rightfully frustrated. Things slip out. The agent didn't need to hang up.
Jul 24, 2018, 3:26 am
#55
Join Date: Jun 2016
Posts: 578
Don't see anything wrong with OP's behaviour. He was just astonished he was being charged for rebooking. I wouldn't worry too much about the agent hanging up. OP wasn't being rude to the agent, it was the situation. There is a difference and if that call ever got played back, no one would say the OP was cussing the agent and being rude to them. Agents are paid minimum wage and the expectation should be bare minimum from them.
HUCA is the best option here, don't fret over it.
HUCA is the best option here, don't fret over it.
Jul 24, 2018, 4:08 am
#56
Join Date: Jul 2013
Posts: 5,813
Reading this entire thread.
The problem I have is that management puts these lowlevel employees in the front line with no tools to solve customer problems.
Increasingly I find it hard to escelate a complaint to a "supervisor" or "manager" or higher.
This is by design. It's a feature of the acustomer service system, not a bug.
The problem I have is that management puts these lowlevel employees in the front line with no tools to solve customer problems.
Increasingly I find it hard to escelate a complaint to a "supervisor" or "manager" or higher.
This is by design. It's a feature of the acustomer service system, not a bug.
Jul 24, 2018, 5:06 am
#57
Join Date: Apr 2018
Posts: 94
Reading this entire thread.
The problem I have is that management puts these lowlevel employees in the front line with no tools to solve customer problems.
Increasingly I find it hard to escelate a complaint to a "supervisor" or "manager" or higher.
This is by design. It's a feature of the acustomer service system, not a bug.
The problem I have is that management puts these lowlevel employees in the front line with no tools to solve customer problems.
Increasingly I find it hard to escelate a complaint to a "supervisor" or "manager" or higher.
This is by design. It's a feature of the acustomer service system, not a bug.
Jul 24, 2018, 5:39 am
#59
Join Date: Mar 2017
Programs: HHonors, TrueBlue, Delta SkyMiles, Hyatt Discoverist, Starwood Preferred Guest, American Airlines.
Posts: 2,035
Um... Yes. It's a private business, and if their policy is no cursing at the table, that's the policy. When you start your own casino, you can create your own language policy.
Speaking of freedoms, why does your freedom to curse at a blackjack table trump the casino's freedom to set and enforce their own policies? Spoiler: It doesn't.
I'll curse like a sailor when it's appropriate, but part of being an adult is showing respect and following the rules, no matter if you agree with them or not. If you're too childish to not be able to control your mouth, you're free to take your business elsewhere.
Speaking of freedoms, why does your freedom to curse at a blackjack table trump the casino's freedom to set and enforce their own policies? Spoiler: It doesn't.
I'll curse like a sailor when it's appropriate, but part of being an adult is showing respect and following the rules, no matter if you agree with them or not. If you're too childish to not be able to control your mouth, you're free to take your business elsewhere.
I said it's childish on the casino's part... A very valid and true point. It isn't middle school, it's an adult atmosphere.
One is free to smoke cigarettes at the table and blow the smoke in another's face, but somehow swearing is considered taboo.
Jul 24, 2018, 5:45 am
#60
Join Date: Jul 2005
Posts: 90
Actually.. when I worked at Gateway.. we were ranked NUMBER 1 for phone /tech support!! We beat out Dell, HP, etc. Gateway's downfall was the reverse takeover by E-machines. Then they outsourced all of tech support and customer service.
Last edited by jep8821; Jul 24, 2018 at 5:51 am
