Angryman

A man calls up and speaks to multiple agents over several days trying to book a trip. Some how he keeps getting disconnected. He finally finds an agent he likes but hangs up on her. He calls back demanding to speak to that agent and only that agent.

We have back to back calls and the agent he wants also happens to be a resource leader which requires added duties while working. She is putting together a complicated itinerary for someone else, answering other agent questions plus monitoring agent statuses. She is busy!

The agent who took the call offers to book the reservation for him so he won't have to wait for the agent. No Way! Only THAT agent will do. She tried to transfer the call to THAT agent. Well, she is on the phone and she is busy. He insists on waiting, and he does.... for 45 minutes!!! She offers to take his number so THAT agent can call him back. Not unless she will tell him exactly when THAT agent will call him. Finally after berating the agent who just happened to answer the phone she offers to send him to a top level travel agent. No way! He wants THAT agent. He hangs up again, calls right back, only to start the process again. Including the obscene wait time and angry outbursts.

By the time all is said and done by the time he gets that travel booked, if it's still even available, he will have wasted many days. It could have been done in less than an hour, probably within several minutes.