Yep, I think this whole society is in too much of a hurry. We throw
people onto the phones for the least possible salary and training, then
are surprised when customers are angry with the service. The under-paid,
under-trained person on the other end of the phone gets the brunt of it.

I once called an airline to use an upgrade certificate for a client
going to Mexico City. It was a North American certificate, good for
anywhere in N.A. The United rep on the other end argued that it was not
good to Mexico, only to North America. I could not convince her
otherwise! I even asked her to name the 3 countries that are in NAFTA.
She told me the cert wasn't good because you needed a passport to get to
Mexico. Ahhhh! I told her you needed one for Canada too! Later, I told
the United sales rep that they have got to give basic geography training
before putting someone on the phone.

Off track.

By the way, I know of a person who called Delta to arrange two cats to
be flown (in baggage) to Seattle. She called and was told they needed
health certificates. It took much time and trouble for her to get off
work and get them. Then she checked in with the cats -- and they didn't
even ask for the certificates, so who knows anymore. I guess check the
website and call 2 or 3 times.

Rhonda

Brad wrote:

Two days later I couldn't stand it and I called again and got the same
answer from another rep but this time I asked for the manufacturers
phone number I called them and they said certainly you can do it and
quickly explained to me how to do it.....sigh....now I am hooked for
life to never take a negative answer from customer service without
checking further......