The Way I See It
Can’t have it your way

Can’t have it your way

“I’m a platinum member and I want to be taken care of first!”, he shouted. I guess money does not teach one manners.

Mahrukh Abbasi November 17, 2012

I once worked as a customer service agent for a reputable airline out of Chicago’s international airport. My job was to board the aircraft and resolve issues like lost children, racist groups and controlling wives and suited men throwing tantrums.

I saw people of all breeds.

Because Chicago is called the Windy City, flight delays due to weather were frequent.

One night, a 7:00pm flight was given a 12:00am departure time. Passengers screamed and roared and we repeatedly apologised. Close to departure, the flight was cancelled.

“I regret to inform you, Flight 2345 has been cancelled. We apologise for the inconvenience. Please see us for rebooking. Thank you!”

The flight was cancelled due to an ‘illegal’ crew that exceeded its flying time — and was no longer allowed to operate by law — with no sub-crew available. As angry passengers rushed to form a queue, a sharply dressed gentleman with a briefcase in one hand and a mobile phone in the other cut in front of everyone and slid his platinum flyer card to me.

“Sir, there’s a line, please get in the back of it”, I told him sternly.

He approached my colleague, a witty, flamboyant Puerto Rican man, but to his surprise, my colleague said the same thing.

“I’m a platinum member and I want to be taken care of first!”, he shouted.

The crowd that wanted to hound us now wanted to kill him.

“I want the first flight out, I want a hotel room and I want monetary compensation”, he screamed as he threw his briefcase across the lounge.

“Well this ain’t Burger King, mister”, my colleague reassured him. “So you can’t have it your way!”

I burst out laughing along with the crowd. Inevitably, we compensated everyone so the crying, suited baby only made a fool of himself.

Now, I live in Pakistan and often see people acting superior to others in public. They cut in front of lines or block one’s way with their big, tinted cars and armed guards ushering other cars out of the way, hinting at the owner’s powerful status.

Relating this to my previous experience, I guess money does not teach one manners.

Follow Mahrukh on Twitter @Mahrukh_Abbasi

WRITTEN BY:
Mahrukh Abbasi A Sub-editor at the Life & Style desk of The Express Tribune. She tweets @ Mahrukh_Abbasi

The views expressed by the writer and the reader comments do not necassarily reflect the views and policies of the Express Tribune.

COMMENTS (18)

deedee | 11 years ago | Reply liking the picture..nicely done! :)

gp65 | 11 years ago | Reply @Historian 1: In US for domestic travel, there is priority boarding ut no separate queues for platinum customer. What you are describing applies to international travel whereas what the story seems to be about is domestic travel. I still am surprised thata customer service agent would be allowed to be so rude to a provileged customer - even when he was being unreasonable. And I do think he was being unreasonable. Ofcourse dealing politely but firmly with unreasonable customers is taught to customer service agents and this does not amount to slavery as the author implied in her reply to me.

VIEW MORE COMMENTS

Historian 1 | 11 years ago | Reply @ Insaan: I thought we are debating " class difference" here and not the " intelligence". When you pay more you get more " class" irrespective of your intelligence levels. This is airline policy. When the guy produced his platinum card he must be treated on priority and separately from the ordinary passengers. The staff can no way talk " this is not Burger King" kind of stuff to him or for that matter to any client in any part of the world.

Insaan | 11 years ago | Reply @Historian 1: "I dont see anything wrong with the platinum card guys behavior. He has all the rights to claim his superiority." Instead of making a scene, guy should have asked to speak to a Supervisor or Manager. Customer service should have directed him to place where platinum guys were supposed to be taken care of. Platinum card can't make one intelligent or wise.

Insaan | 11 years ago | Reply @Historian 1: "I think people commenting here have never traveled in Business or First Class." I don't know what that has to do commenting on the blog. You just trying to impress people that you traveled in Business or First Class. How cares.

gp65 | 11 years ago | Reply @Mahrukh Abbasi: "you are probably aware of the fact that nobody can become violent or aggressive with you, even a Platinum card holder." I did not see any threat of violence - maybe that existed but was ot described in the blog.

Historian 1 | 11 years ago | Reply Always there are separate Lounges/ Queues for the Business Class/ First Class and Economy Class passengers and they are treated/ assisted differently. WHY? because Business and First Class passengers pay double price. I think people commenting here have never travelled in Business or First Class.

Insaan | 11 years ago | Reply @Historian 1: "this guy should have been personally assisted to the Admirals Club Lounge by the staff and he should not be standing in the line. The staff cannot be rude to their exclusive clients as you mentioned in your blog. He paid for extra assistance and others have not." Staff should not be rude to ANY client in a country like USA.

Historian 1 | 11 years ago | Reply @ Mahrukh Absolutely this guy should have been personally assisted to the Admirals Club Lounge by the staff and he should not be standing in the line. The staff cannot be rude to their exclusive clients as you mentioned in your blog. He paid for extra assistance and others have not.

Mahrukh Abbasi | 11 years ago | Reply @ Insaan - You are entitled to your opinion, but your generalization is offensive and discriminatory. @ gp65 - This was an actual event, and if you ever worked as a customer service agent or passenger service agent, you'd be surprised to see how often you'll come across a VIP mindset - demanding everything in their favor. Also, if you think that being in customer service is about taking abuse or unreasonable behavior, you are completely wrong. We have called security on such passengers countless times. Of course, knowing so much about the U.S. employers, you are probably aware of the fact that nobody can become violent or aggressive with you, even a Platinum card holder. @Historian 1 - You're right, they are Platinum members and they have advantage over others in a lot of ways, but not by cutting in front of a line or demanding help before their turn. They have benefits like personal travel assistance, so his first action should have been to go to the Admirals Club Lounge.

shuja ul islam | 11 years ago | Reply discrimination in Pakistan is not just on the basis of wealth..its on cast,creed,culture....and worst of all gender...but then we are the one who created this monster..!!

adnan | 11 years ago | Reply Agreed with Mahrukh.. That's in our nature!! I saw this behaviour just recently when I went to renew my passport at Pakistani consulate in Toronto..

Historian 1 | 11 years ago | Reply I dont see anything wrong with the platinum card guys behavior. He has all the rights to claim his superiority. This is what he was promised by the platinum card issuing people.

gp65 | 11 years ago | Reply Mahrukh, Nice blog and nicely written. I have a feeling that the burger king quote was probably what you/your Pal wanted to say. I don't think people can be so rude to Platinum customers EVEN WHEN they are clearly being unreasonable. Employers in US will not tolerate that. Still, it would have been nice to tell him off for being such a jerk. I am guessing that this person was a first generation immigrant. There are many negative traits that I have seen in local people in US but not this. The VIP mindset of 'Do you know who I am?" is very 3rd world.

Irfan Ansari | 11 years ago | Reply Mahrukh, neither money teach manners nor current education system but our deen!

Insaan | 11 years ago | Reply "Author"He approached my colleague, a witty, flamboyant Puerto Rican man, but to his surprise, my colleague said the same thing. ..... “Well this ain’t Burger King, mister”, my colleague reassured him. “So you can’t have it your way!” Puerto Rican man is not fit to work for customer service related job. He should be working for Burger King or McDonald.

Sarah | 11 years ago | Reply Thank God, he didnt file a complaint for unprofessional treatment :P and its really true for Pakistan. All the time. If money did teach manners, then we all would have been really rich in the purest form.

Hameed Langraw | 11 years ago | Reply You are right in saying that money does not teach one manners too,i add one thing more with this that getting educational degrees & thinking that you are educated is not literate person is not enough.....

Replying to X

Comments are moderated and generally will be posted if they are on-topic and not abusive.

For more information, please see our Comments FAQ

Can’t have it your way

More by this writer

FOLLOW US