My experience started extremely…
My experience started extremely pleasant three days ago with a kind operator by the name of Kim. She empathized with my situation and tried to get me the best price possible as my nephew who I am guardian of is in need of an emergency flight out of state to visit his dying father. When she was unable to apply any more discounts she had the wherewithal to transfer me to her manager by the name of Leori. In tears because living on a fixed income the price was 300 more than the last company I had called, this manager politely told me to be quiet and listen in the middle of our conversation. He was over the top pushing and extremely disrespectful to a woman in distress. Clearly I hung up and called the other company back and was able to book the flight with them however it was only $200 cheaper because of my delay the rate had gone up slightly. They had charged my card on Friday and on Monday morning I received a call again from Kim who informed me that if I wanted to cancel they would refund me fully as a one-time courtesy. This was a non-refundable purchase and they certainly did not have to do so. I found their generosity moving considering all that we are going through at this time. Kim transferred me to the cancellation desk where I encountered Luke. Again, pleasant, professional, and knowledgeable as he quickly got my card refunded. I would give both operators. Kim and Luke five stars. However, this company needs to evaluate their management and how they deal with people. The way Leori addressed me was not only disrespectful but very unprofessional. He wanted to argue me into buying the ticket with him. He was unable to give me any more discounts than Kim had and kept me on the phone longer than necessary only to tell me he could not help me anymore than the wonderful Kim did. I would give this company five stars for Kim and Luke but due to their manager Leori I dropped it to a four. No one should be treated as if they are less than someone else. I understand other cultures have other beliefs, but when you're dealing with someone else's culture that believes women are equal to men, you should probably approach the situation as such. This man has no idea what American women have gone through and how hard we fought to be treated fair and equal to the men we walk side by side with and lift up in our everyday lives. Yes, I was extremely offended. By the way he treated me as a woman and I felt like I stepped back into time. If we are going to outsource our work to other countries, we should probably make sure they understand this country's culture and beliefs.