I knew the call was going to be bad when I heard a loud sigh after I answered the phone. Before she said a single word, I started slowly inching the volume on my headset and it was a good call because she began yelling right into the phone about how she needed to speak to a supervisor. “Robin” was angry about why she wasn’t getting a refund. I saw that we had opened a case regarding this matter and it was due to the non-refundable policy of her ticket she had agreed to. It was not a matter of an involuntary cancelation of a flight either, only that the there was a minor schedule change with the flights but they were still operating.
Robin: I’m very upset and I need to speak to a supervisor.
Me: I’m very sorry to hear that, Robin, let me see if I can assist you. What are you calling in regards to?
Robin: *raising her voice* I’M CALLING ABOUT WHY YOU PEOPLE WON’T GIVE MY REFUND. YOU’RE SUPPOSED TO WORK FOR ME, YOUR CLIENT. YOU’RE SUPPOSED TO ADVOCATE FOR ME AND I HAVE NO FAITH IN YOU ANYMORE.
Me: *reviewing the case details* I see we did not issue you a refund due to the ticket being non-refundable and the flight is still oper-
Robin: *interrupting me* EXCUSE ME, THAT’S RIDICULOUS. THERE’S A PANDEMIC IF YOU HAVEN’T HEARD. I’M TIRED OF GOING INTO CIRCLES AND CALLING ABOUT THIS. CAN I SPEAK TO A HIGHER UP?
Me: Certainly, I’ll see if one is available.
Me: Thank you for your patience, Robin, my supervisor isn’t available but we can-
Robin: HOLD ON STOP. I READ HERE (where?) THAT I AM ENTITLED TO A REFUND UNDER THE CONSUMER ACT (???) AND IF YOU DON’T GIVE IT TO ME, I’M REPORTING YOUR COMPANY TO THE BETTER BUSINESS BUREAU AND MAKING A BIG SOCIAL MEDIA POST.
Me: If you were contesting our investigation regarding this matter, I’d be more than happy to reach out and-
Robin: WHY REINVESTIGATE? JUST GIVE ME MY MONEY BACK. I’M TIRED OF YOU PEOPLE AND YOUR LIES.
Me: Okay. Did you still want to speak to a supervisor?
Robin: I don’t want a supervisor anymore, give me your CEO, give me all of your higher ups, I want their emails and direct phone numbers right now. And give me the email of the supervisor who looked into my case too.
Me: I would not be able to provide you with any emails of our executives but I can give you a general phone number and address-
Robin: NO I WANT EMAILS AND I’M NOT GOING TO LET YOU RUN ME OFF THE LINE. I’M TIRED OF BEING TREATED LIKE I’M INSIGNIFICANT. YOU’LL REGRET TREATING ME THIS WAY OVER A FEW HUNDRED DOLLARS
Me: Ma’am, I’m unable to provide you the information requested but I’d be more than happy to have one of my sup-
Robin: NO NO YOU LISTEN TO ME, GET ME YOUR CEO, I WANT EMAILS NOW. I DON’T WANT TO TALK TO SOMEBODY BARELY MAKING MORE MONEY THAN YOU. I’M NOT GETTING OFF THIS CALL UNTIL YOU GIVE THOSE EMAILS.
Me: If I could provide you the info you requested I would but I cannot.
Robin: I HAVE NO FAITH IN YOUR COMPANY. I’LL GET YOUR CEO’S INFORMATION ONE WAY OR ANOTHER AND I’LL MAKE SURE THEY KNOW ABOUT THIS PHONE CALL TOO
Me: Robin, I genuinely am trying to assist you, could I get a callback number for-
Robin: I DON’T WANT CALLS, I WANT EMAILS
She kept talking over me, wouldn’t listen to me, was being extremely unreasonable, even brought up something about how she’ll make a post on social media to ruin us, calls me a liar again. At that point, I realized this call would not go anywhere because she wasn’t going to listen to me.
Me: *trying to keep my voice from shaking* Robin, a supervisor will reach out to you in the next 48 hours. If you have no other questions, have a nice day.
That was the first time I dropped a call and made a note that the caller was being abusive.
submitted by /u/Emerald-Avenger
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