Originally posted by Gabriel
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Bottom line, the agent should have simply said "I understand you bought this ticket, but you bought it for a person that is not the one occupying the seat and tickets are not transferable. You should have cancelled the ticket for the other person who didn't show and you would have recovered most of the money and you could have bought a ticket for this other child. It's too late to cancel the ticket so that one you lost it due to no show. However I can still sell you a new ticket right now for this cute creature".
What we are experiencing right now is the pathological inability of corporate representatives—the actual customer-facing, problem-solving human beings who must translate often innane corporate policy into real world scenarios—to respect the customers they are serving. There is a pathological defiance there to any sensible compromise. Instead we see this pathological power-tripping behavior.
It's freaking scary actually. What have we become? Who are these people who are not feeling moral compunction or simple human compassion or decency or even the obvious detriment to the company in their stringent adherence to policy (and who ultimately look idiotic when the company apologizes for their behavior rather then stand behind it)?
Where do these nasty people come from?
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