A crowded United Airlines flight was canceled due to unsafe weather. A single agent was re-booking a long line of inconvenienced travelers.
Suddenly, an angry passenger pushed his way to the head of the line. 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’m sorry, sir. I’ll be happy to try to help you, but I’ve got to help these folks first, and then I’m sure we’ll be able to work something out.”
The passenger was unimpressed.
He asked loudly so that the passengers behind him could hear, “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 DOES NOT KNOW WHO HE IS. If anyone can help him with his identity, please come to Gate 14.”
With the folks behind him in line laughing hysterically, the man glared at the United Airlines agent, gritted his teeth, and said, “Screw you!”
Without flinching, she smiled and said, “I’m sorry, sir. You’ll have to get in line for that, too.”
This woman is the BEST! Dealing with a crisis with humor is fantastic.
If this isn’t the perfect way to deal with an aggressive customer then I don’t know what is.
She managed to keep her cool perfectly and embarrass him enough to make him see the error of his ways. She deserves to be promoted!