I had an issue with a customer service representative of an airline who suggested that perhaps I should speak to a supervisor; but then he informed me that “the supervisor declined your request to speak to you.”
The Supervisor Declined Your Request To Speak to You.
The request pertained to seat assignments after an itinerary changed due to unusually inclement weather. The itinerary definitely worked out; but I had no seat assignments — and the only seats which remained were either some middle seats in the rear of the airplane or seats which cost extra money.
The customer service representative was fantastic. He went through a lot of time and effort to do what he did for me. He simply would not give up on trying to assist with my itinerary issue. I expressed my gratitude and appreciation to him…
…but he did not have the authority to simply assign me a new seat, which is when he brought up speaking to a supervisor as a possible — but not guaranteed — solution. I requested that option.
A few minutes later, he informed me that the supervisor declined my request to speak to me. I never experienced that before; so I was thinking about hanging up and calling again to resolve this issue…
…but he resolved it for me by saying that as a one-time courtesy, the fees for the assigned seats were waived, as I now have confirmed seat assignments for my itinerary.
I thanked him profusely. I even stayed on afterwards to give him top ratings in a survey after the issue was resolved.
Final Boarding Call
The reason why I had not named the airline is because the issue was resolved to my satisfaction without having to resort to demands or complaints or anything similar to that…
…but escalating an issue is not an uncommon thing to do. This is the first time a supervisor declined to speak to me. Perhaps many customers abused that part of the process of getting an issue resolved; but my request was reasonable — especially since the airline initiated the change to my itinerary.
Have you ever had a supervisor in customer service decline to speak to you or address your issue?
Photograph ©2019 by Brian Cohen.
