It’s my birthday. Yay, me. But now I am very angry. Let me tell you why. *DEEP BREATH*
For my birthday and my move, I decided to fly Mr. Zbornak He-Who-Has-Yet-To-Be-Named to NYC. So, I went to Expedia and bought a ticket on US Airways. He was supposed to arrive this morning at 7:43. I then arranged to have a car pick him up and bring him to my apartment. Fancy, right?
I have a lot of sympathy for airlines. The craziest, rudest, most impatient, most obnoxious people in the world get on airplanes every day along with everyone else. Airlines have to balance not only the very reasonable concerns of their other passengers, but they have to contend with those maniacs, federal regulations, and the weather. It’s no easy job. I understand and I am usually a patient, kind, gentle customer as a result.
But as a customer I expect a basic level of service and respect.
Well, unfortunately, his plane broke down this morning. They sat in the plane for nearly an hour before they were let off. US Airways tried to arrange another plane, but they failed. So, they started trying to get people on other flights and they even chartered a bus to get people to NYC.
Unfortunately, I have to pay for the car and driver even if he doesn’t show up.
So, I called US Airways in hopes of getting some sort of refund or comp or something due to the hassle and expense that their failure has cost me. Did I mention it’s my birthday? Yeah, this is all unfolding while I type this.
So, I reached a customer service lady and our conversation went a little like this:
Her: How may I help you?
Me: Yes, I’m calling for a refund or something because a flight I booked was cancelled due to some sort of mechanical problem.
Her: What’s your last name?
Me: My last name or the passenger’s last name? I bought this for a friend.
Her: (annoyed) OK. Sir. I need the passenger’s last name.
Me: OK. The passenger’s last name is Zbornak.
Her: Let’s seeee… Yes, here it is. Hmmm… Well, I don’t know why you would call for a refund on a non-refundable, non-transferable ticket, but let me see what I can find.
Me: (annoyed) You don’t have to give me a refund. I’m calling because in addition to the hassle and inconvenience US Airways has caused me, you’ve also cost me $XXX for a car and driver I had arranged and the failure was mechanical. So, I am calling for some sort of restitution here.
Her: (Ignoring me and adopting a condescending tone) Uh huh, so, is he still going to DC?
Me: He was never going to DC. He’s coming to New York. Right now he’s waiting for a bus.
Her: But this says he’s going from San Francisco to Philly to DC to New York.
Me: No, he’s going San Francisco to Philly to New York. And right now he’s grounded in Philly waiting on a bus.
Her: (very annoyed) So, is he using the second half of the trip?
Me: He wants to, but your plane is broken and now the second half of the trip is a mess. That’s what I’m calling you to make right for me.
Her: (condescending) OK. Well, I can’t do anything for you. Customer Service handles…
Let me stop there. The rest of the conversation was her continuing to be condescending, annoyed, and just an all-around bitch trying to pass the buck to someone else and blame me for the problem. I just agreed to call back later once they’ve managed to get him to NYC and stopped screwing everything up.
Newsflash: if you talk to customers YOU are customer service.
Also, you stupid, unmitigated afterbirth of troll, I called you because that’s what the US Airways website instructed me to do for a refund. So, stop treating me like an idiot for not properly navigating the phone maze and bureaucracy of US Airways.
So, apparently, they think he is both flying to DC and taking this charter bus at the same time. Right now he’s waiting for his bags at baggage claim so he can get on the bus. We can only hope his bags didn’t get put on that plane to DC.
Once I’ve calmed down and can refrain from leveling all the new curse words I learned during my time in NYC I’m going to call back and see if they can refrain from annoying me further.