The power of empathy… in every day life.

I cancelled a trip to Croatia in May 2020 and the “european airline” gave us a travel credit of 2200$ for 2 plane tickets with an expiration date of 31 jan 2021. In the last year, I had to call my “online travel agency” 4 times for various questions related to this credit. I even filled out a refund request through Canassistance which was refused.  Yesterday, I called  the agency to try to get at least an extension for the credit expiration or at least to find a destination that I could reserve for next fall. The person on the other side of the phone just answered me, with a tone of irritaion: there is a problem with your credit and our system, call back another time. When? I don’t know, an hour or two or tomorrow. Fuck!  I have 2000$ to spend with the airline, not their partner, just that airline and I have no idea where and when and how to use it because half of the flights are excluded…  Second call this week, this morning, so I make myself an herbal tea, take a deep breath and I call again. The lady on the other end of the line feels tired and I give her some empathy… 

– Your job must be so hard nowadays… On one end, you have angry frustrated customers that ask of you impossible things (like refunds) and on the other, you have airlines with complicated policies that change all the time… So I get your job is hard these days.

-YESSS, you are absolutely right.

– Listen Madam, I just want to tell you that I won’t be angry, I won’t yell, I respect you and I even admire the hard work you do. I just wanted to check if i could get an extension to use my credit later, after the pandemic and I won’t be frustrated if it’s not possible.

– There seem to be a problem with your credit in our system, are you patient? I will take the time to call them.

– Madam, if it takes all afternoon, it doesn’t bother me, I have a cup of herbal tea, take your time.

…. 45 minutes later…. empty cup of herbal tea…

– Sir, I have good news for you. I called your airline and they agreed to give you a full refund. You should get 2200$ on your credit card within 4-6 weeks.

– Oh my god!! Can I send you flowers? You just made my day!!

– (giggles) Thank you sir, my pleasure!

– I hope they recorded this call, I am giving you a rating of 8 stars out of 5. Thank you! Thank you! Thank you!

Well that’s my story on how a little empathy  goes a long way…

This post is not really about airlines, travel agency and refunds. My main messages are:

1- Everyone deserves respect.

2- Empathy brings the best in people.