So I used to work for a Major American Airline. These are the two SS that really stood out. They both happened during a hurricane, I think it was Hurricane Irene.
First SS had requested a refund for his ticket since he wasn’t able to fly. Totally legit. No one has control over a hurricane; we issue a full refund, no problem. The problem was he wanted his money back NOW. He was not satisfied with the 3-5 business days, he needed that money back on his credit card IMMEDIATELY. I tried explaining that that was something he’d have to take up with his credit card company, and he could have been returning a shirt to Macy’s and it would still be 3-5 business days to get the charge taken off b/c that was industry standard. That was UNACCEPTABLE and he needed a supervisor NOW. I have no idea how that was resolved, but it’s not like we had any control over the credit card companies refund policies.
The other was a family that had been vacationing in Europe. Their flight back to NYC had been cancelled, so they were trying to reschedule. The problem was, there was nothing in to the NYC area. Which is really frustrating, it’s what we were dealing with all week since NYC got hit so hard. The SS came out when she played the doctor card. “Well, my husband and I are doctors with our own practices, and we need to get back to our patients!” I tried to be sympathetic. They volunteered to go through any European city. I finally had to flat out tell them, Look, it doesn’t matter what city you fly out of, I can’t get you into New York for the next week. There are no flights available into LaGuardia, JFK, Newark, White Plains, Albany, Boston, Providence, Philadelphia, nothing. She was Not Happy. But what did she want me to do? I can’t make another plane magically appear b/c she had an MD.
(I think we eventually manually forced the system to do a two-stop flight, connecting in one of the DC-area airports. A supervisor took care of that since it required us to basically write the fare up as if there was no computer. It was a long phone call.)