You are a customer service representative for an airline. A customer comes to your desk stating that they purchased a first-class ticket but when they checked in, they were given an economy ticket. You check your computer and see that they had bought a first-class ticket and that it was a glitch in the computer system.

Question

What will you do?

Answer 1

As a customer service representative, I would apologize for the inconvenience caused to the customer and verify the details of their purchase in my computer system. Once I confirm that they had indeed purchased a first-class ticket, I would assure the customer that I will resolve the issue for them.

Next, I would explain the situation to the customer, informing them that there was a glitch in our computer system which resulted in the incorrect allocation of the economy ticket instead of the first-class ticket they purchased. I would empathize with their frustration and assure them that I will rectify the mistake immediately.

To resolve the issue, I would first check the availability of first-class seating on their designated flight. If there are available seats, I would request to make the necessary changes to their boarding pass, upgrading them to first class. In case there are no first-class seats left on that specific flight, I would offer alternate options such as rebooking them on a later flight with first-class availability or providing them with a voucher for future travel.

Throughout the conversation, I would remain calm, patient, and empathetic, acknowledging their disappointment and inconvenience. I would take responsibility for the error and assure the customer that I will do everything in my power to resolve the situation to their satisfaction. Additionally, I would document the incident along with any compensation or solutions provided for future reference.