“A simple please and thank you goes a long way. Treat other people how you’d like to be treated.
“Indeed, getting upset and angry with us, in general, is a massive no-no.
“We agree it’s rubbish that your flights have been cancelled, that you’ve missed your connection, that the flights delayed. Believe us when we say we’re just as pissed off as you are. I’d much rather be at home too, but instead, I’m stuck here listening to you shout at me…”
In terms of service, he explained: “Don’t use the line ‘What do you have?’ It’s literally one of our biggest pet peeves.
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