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It's A Change. We Charge For All Changes. It's In Our Policy Manual
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One of the things that drives me the craziest is when some customer service rep insists they can't help me because of something that's "policy." Policies aren't laws or even rules. But that's how you get this: A couple booked a dream European river cruise, paid in advance, and then the wife died. On her deathbed, she told her husband to take the cruise without her. And when he called to tell the cruise line that he'd be going and she had died -- he wasn't even asking for a refund -- they charged him an $853 rebooking fee, and threatened that if he didn't pay, he'd lose all the money they'd already paid. It took intervention from a TV news troubleshooter to get them to back off. Can you imagine being such a drone of an employee that you would tell a man whose wife just died that policy is policy? (KDVR-TV/Denver)
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