Philippa

How to handle Belligerence

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This happened at Newark Airport.
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 canceled.
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 people 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.”

2 thoughts on “How to handle Belligerence

  1. Excellent you have to quick witted.
    I have just arrived in transit at terminal 5 Heathrow. Was beginning to worry if I was in my country.
    I am not racist, but this out of control, no queue for British/Euro passport holders – HELP.
    No Happy British smiley faces

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