How to deal with irate customers

( An award should go to this gate agent in New York for being smart and funny, while making her point, when confronted with a passenger who probably deserved to fly as cargo. 
 For all of you out there who have had to deal with an irate customer, this one is for you.)

A crowded United Airlines flight was cancelled. 
A single agent was rebooking a long line 
of inconvenienced travelers. 
Suddenly, 
an angry passenger pushed his way to the desk. 
He slapped his ticket on the counter and said, 
“I HAVE to be on this flight and it has to be FIRST CLASS.” 
The agent replied, “I’m sorry, sir. 
I’ll be happy to try to help you, 
but I’ve got to help these folks first; 
and then I’m sure we’ll be able to work something out.” 
The passenger was unimpressed. 
He asked loudly, 
so that the passengers behind him could hear, 
DO YOU HAVE ANY IDEA WHO I AM?” 
Without hesitating, 
the agent smiled and grabbed her public address microphone. 
“May I have your attention, please?”, she began, 
her voice heard clearly throughout the terminal.. 
“We have a passenger here at Gate 14 
WHO DOES NOT KNOW WHO HE IS. 
If anyone can help him with his identity, 
please come to Gate 14.” 
With the folks behind him in line laughing hysterically, 
the man glared at the United Airlines agent, 
gritted his teeth, and said, “F*** You!” 
Without flinching, she smiled and said, 
“I’m sorry sir, 
you’ll have to get in line for that, too.”
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Published in: on August 15, 2016 at 1:56 pm  Leave a Comment  

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