"a piece of shit"

I had a customer the other day..

who wants to use remaining balance to book a trip. When I told her she had to pay the difference in fare and change fee, she flipped.

And started saying I'm not doing my job right.

Now, think about it. You purchased the ticket at a price, that price is ONLY for the flights you originally booked. If you wanted to change to another day, regardless of if its the same flight number or same destination, you would have to pay a change fee. If there is no additional charge, I won't charge you.

But WHY DO PEOPLE think they can get away with everything if they just simply say, "the last agent that dealt with me didn't say anything". or "They didn't charge me before, why are you charging me now?"

Seriously, I don't have control what the last agent did or say, why do they always complain about the other agent when you have my best offer? And if you felt like they did their job better then why do you have to call me back doing the same thing over and over again?

At the end, whose time is being wasted when you are complaining about the long wait and you kept complaining over an hour?