If you ever have a difficult situation to manage,you might consider the approach offered by this obviously well trained Customer Service Officer.
Indeed, an award should have gone to the Virgin Airlines gate attendant in Sydney in 2004 for being smart and funny, and making her point, when confronted with a passenger who probably deserved to fly as cargo.
--------------------------------------
A crowded Virgin flight was cancelled after Virgin's 767's had been withdrawn from service. A single attendant was re-booking a long line of inconvenienced travellers.
Suddenly an angry passenger pushed his way to the desk. He slapped his ticket down on the counter and said, "I HAVE to be on this flight and it HAS to be FIRST CLASS!"
The attendant replied, "I'm sorry sir, I'll be happy to try to help you, but I've to help these people first, and 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 attendant 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 find his identity, please come to gate 14".
With folks behind him in line laughing hysterically, the man glared at the Virgin attendant, gritted his teeth and said, "Fuck You!".
Without flinching, she smiled and said, 'I'm sorry, sir, but you'll have to get in line for that too."
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The following image was attached:
to say it.
--falsely attributed to Voltaire, but likely a statement he would have agreed
with.