August 10, 2009

A customer had 4 insurance charges because 2 airlines each charged him 2 times (1 insurance charge is automatically billed per airline charge); he did not understand why it was being charged per leg of the trip when it was all one big trip (expecting charges per passenger not per airline charge), so it was explained to him the way it works. He again explained that he doesn’t understand why he’s being charged per leg and was again told that was not how the system determines charges, it’s per airline charge. When he restated his point and mentioned never in the past is he charged per leg of the trip (as if he suddenly is now), I resorted to asking him if he saw the charges on the bill so that I could correlate 1 charge, 1 insurance, another charge, another insurance, etc.

At this point, he would not answer if he saw the charges, just continue to bemoan the extra charges in spite of only 2 people taking one trip. I asked him again if he saw the 4 different airline charges, and he repeated himself once more, so I asked again very slowly and clearly, but he just repeated himself yet again and concluded, “I don’t understand why I’m getting charged twice when it’s one trip.” I told him I was trying to explain to him exactly why it was charged, but in order to do so I needed to know if he sees the very charges triggering the insurances. “Let’s move on,” he said, and derailed the conversation with another inane inquiry.

The latter half of the call was spent doing a similar dance, where the CM had a charge for a car rental but no charge for CRLDI was generated. The reason was because the company labeled themselves as a touring company instead of a car rental company, and even though the CM was told a manual charge could be placed he went back and forth claiming he didn’t understand why no charge was generated, there was never a problem in the past, he didn’t understand why no charge was generated, there was never a problem in the past. He (SURPRISE!) seemed to understand that he would be manually charged for the insurance but he never acknowledged the reason he wasn't billed automatically.