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Have we lost the art of saying sorry? - Raj Wadhwani - ContactCenterWorld.com Blog

Have we lost the art of saying sorry?

This week I experienced problems with service from a variety of suppliers and in many cases the people servicing me lacked common courtesy. I’ll share one example now - more to follow!

I had booked a 6:10am flight from my home town (Thunder Bay) to Toronto Tuesday and got to the airport on time. I went through the security and arrived at the gate 15 minutes before boarding time. I then sat down and waited for a boarding announcement. Then I got a message on my cell phone from Tripit (very useful travel program folks - worth getting!) to say my 6:10am flight had been cancelled and that I was rebooked on the 7:25am flight which was a slower plane so would be almost 1.5 hours behind schedule when I arrived. I looked up at the message board and there was nothing about the cancellation so I went to see the airline agent who, when I asked about the flight being cancelled responded "yes we are just getting to that, would you like me to rebook you on the next one?" 'Yes" I replied and she went down a list of names and put a line through mine. I told her this was going to cause me issues and all she said is "keep your boarding pass and phone the airline if you want"

She did not apologize for any inconvenience. She was not empathetic, just nonchalant about the whole situation. It took another 20 minutes (approx.) before they made an announcement about the flight being cancelled to other passengers.

....NOTE - content continues below this message

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....CONTENT CONTINUED BELOW

Yes the cancellation was annoying but so was the lack of common courtesy - what’s up with that? Not even an "I am sorry". You had any experiences you can share? We'd love to hear them!

Publish Date: May 10, 2012 3:59 PM

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