Another Great Customer Service Story

An award should go to this United Airlines gate agent in Denver for being smart and funny, while making her point when confronted with a passenger who probably deserved to fly cargo.

A crowded United Airlines flight was canceled with a single agent re-booking a long line of inconvenienced travelers. Suddenly an angry passenger pushed his way to the head of the line and up to the desk.

He slapped his ticket on the counter and said, "I have to be on this flight and it has to be first class."

The agent replied, "I am sorry, sir. I'll be happy to try to help you but I've got to help these folks first, and I'm sure we'll be able to work something out."

The passenger was unimpressed. He then asked loudly so that the passengers behind him could hear his words, "Do you have any idea who I am?"

Without hesitating, the agent smiled and grabbed her public address microphone, "May I have your attention please," she began, her voice heard clearly throughout the terminal. "We have a passenger here at Gate 14 who doesn't know who he is. If anyone can help him find his identity, please come to Gate 14."
With the folks behind him in line laughing hysterically, the man glared at the United agent, gritted his teeth, and swore "Screw You!"

Without flinching, she smiled and said, “I'm sorry sir, you'll have to get in line for that too."



"Freedom is Knowledge"