Superior Customer Service Relations
An award should go to the United Airlines gate agent in Denver for being
smart and funny, and making her point, when confronted with a passenger
who probably deserved to fly as cargo.
A crowded United Airlines flight was cancelled due to a mechanical
problem. As would have it, the airline left a single customer service
agent with the monumental task of rebooking a long line of inconvenienced
travelers. Suddenly an angry passenger pushed his way past everyone else
in line to the front of the counter. He slapped his ticket down 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 help you
but I've got to help these folks first, then I'm sure we'll be able to
work something out." The passenger was unimpressed. He asked loudly,
so that the other passengers behind him could hear, "Do you have any idea
who I am...??" Without hesitating, the gate agent smiled and grabbed her
public address microphone and made the following announcement:
"May I have your attention please..." she began, her voice echoing
throughout the terminal. "We have a passenger here at the gate WHO DOES
NOT KNOW WHO HE IS. If anyone can help him find his identity, please come
to Gate 17."
With the folks behind him in line laughing hysterically, the man glared
at the United agent, gritted his teeth and swore. "(Expletive) YOU..!!!"
Without flinching, she smiled and said, "I'm sorry, sir, but you'll have
to stand in line for that too."
The man retreated as the people in the terminal applauded loudly.
Although the flight was cancelled and people were late, they were no
longer angry at United.