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.






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