First call today… around 745am:
One of the concierges calls and reminds me that she booked a party of 3 and a party of 2 to go on a Zip Express this morning at 10am.
Turns out that there's a problem and the party of 2 wants to cancel.
The airlines lost their luggage and they need to go to town to buy new clothes.
I remind the concierge of our 48-hour cancellation policy and she tells me that she has already told them that we are pretty strict about it.
Then the man gets on the phone.
He greets me and starts his sad tale.
I tell him that I am not a supervisor, I have no authority, I just take reservations.
He asks me to just take a minute and listen to what he has to say.
"Danny" then proceeds to launch into the whole explanation.
"I've got a 16-year-old daughter here, it's her first trip to Hawaii and she's in tears because she's been wearing the same clothes for 3 days. I just want to take her to town to buy some clothes."
"Please, just find it in your heart…" he pleads in his Southern drawl, adding, "I don't know if you're a mother, a sister… whatever… just put yourself in my place and think about it…"
Then he comes at me with, "I'm sure you've run across this type of situation before…"
"Actually, no…" I said honestly, "I've never had anyone want to cancel because their bags weren't delivered… people have said they were sick before… and we do excuse them if they provide a doctor's note…"
What I wanted to say was, "Yes, well, that's why I NEVER check bags on airlines…"
What I wanted to say was, "Well, I think a trip out on the ziplines will do far more (as far as clearing up your daughter's tears) than a trip to Wal-Mart will…"
What I wanted to say was, "I didn't get to go on MY first trip to Hawaii until I was 29 years old. Not only that… there are starving people living in squalid conditions around the world that will NEVER see Hawaii and will NEVER leave the square mile in which they were born… and you want me to feel bad for YOU?"
If he was planning on going shopping today, why did he ever book the tour?
Or, if he IS so fickle… why not go shopping AFTER the tour?
Give me a break, Dude!
My heart does not bleed for you and your spoiled, teary-eyed 16-year-old who is staying at a luxury resort and has had to wash her underwear in the sink and now can't go shopping for new clothes… in one of the most pathetic places in the world for shopping, anyway…
Did I leave anything out?
