
Well, I never thought I'd see the day when a customer service officer would actually reduce me to tears and I'd end up crying on the phone. I mean, I've been upset by rude people or difficult circumstances before --who hasn't? But usually I keep it together until I hang up and then I cry from sheer frustration or anger. In private. Where nobody can see or hear.
Not today though. And believe me, I don't "do" tears to get my own way or use as emotional blackmail.
So here's the situation: I purchased airfares online about 8 months back. I paid a premium domestic fare because I had to attend the funeral of a friend. You don't quibble with airfares in cases like that. You just suck it up and pay up because you need to be there. Unfortunately, the weather packed in and all domestic flights up and down the country were cancelled. Naturally I was upset--borderline devastated! I'd actually boarded the plane and been sitting there, waiting for it to take off, when the call about the bad weather came through. But hey, who could have predicted such crap weather on the one day that week I wanted to travel?
I was told to go home and ring the airline....only to discover the airline's policy is not to refund your ticket--they give you a credit toward other flights, and if you don't use it within a year it lapses. Well that sure sucked a big frickin' kumara! And every time I thought about that credit, sitting there unused, I would get upset all over again.
I finally decided to use my credit to go to the Romance Writers of Australia conference. It'll be my very first conference outside New Zealand, BTW, so it's a pretty big deal for me. And the bugger of it all was, I couldn't book online because I had this credit to apply to my new airfares! Grrrr.
So I had to ring a customer services officer. Honestly? The entire experience was pretty dire and I was left with a less-than-favorable impression of the airline's idea of "customer service". Some people just don't know the meaning of the word "service". Not only that, but when the e-ticket came through, I couldn't for the life of me figure out how they ended up charging me the extra $$ they did. Husband reckoned they must have only applied a portion of my credit and there was some still sitting with the airline. Yeah. Right. I wasn't so sure about that and given my last less-than-joyful experience with them, I'd been putting off ringing to get a break-down of costs.
Today, when I finally plucked up courage to ring the airline to ask fif they would kindly break the charges down for me, I got talked over and hung up on. And I was so angry and frustrated, I cried. Then I pulled myself together--or so I thought--and rang back. And blow me down, when I finally got off hold and spoke to a real person and requested to speak to a manager, I cried again. Even worse, the instant I started to explain the whole situation to the poor unsuspecting manager, I burst into tears again. And sniffled in his ear. How pathetic is that?
Pretty pathetic.
Now I have to give kudos to the manager: he listened and got the whole story first. Then he patiently explained the fare breakdown and how the credit had been applied. He didn't make me feel like an idiot, or that I was a bother. Then, when I was quite happy about why they'd charged me--even if the fares weren't the ones I'd originally requested--he went the extra mile and refunded me the difference between the original fares which had been showing online as available when I'd booked, and what I'd been charged. And he did it all with politeness, finesse and a hint of humor.
So that part of the story had a happy ending. A credit back to my credit card account? Woot! Fantastic, right?
But you know what? As appreciative as I am--and still am!--of the way he handled the whole thing, I'm still upset to the point of tears. In fact, I'm crying as I type this.
But what I've realized is I'm not truly crying because of rude, snarky airline staff. I'm crying because this entire little episode is rooted in the deep emotional upset of having a friend die and not being able to make it to her funeral and say goodbye. Doesn't matter that it happened six months ago. Doesn't matter that I wasn't the only one stranded at the airport that day who didn't make it. Doesn't matter that her husband understood that I'd tried my best to get there and why I hadn't made it. None of that matters.
That virtual "credit" attached to my name, sitting in some computerised internal account at that airline, was--and still is--inbued with all the emotion tied up with losing someone you care about. Which also explains a lot about why I got so depressed and miserable whenever I thought about how to use the credit, and why I'd been so very tempted to let it lapse.
Who knew such a thing could happen? Not me. Or at least, not until today.
For me, writing offers a similar experience. Doesn't matter that I'm writing fantasies or paranormals or letting my imagination run completely wild, my characters' emotions and responses and reactions are to a large degree rooted in the reality of my own experiences. And perhaps that's why when I re-read certain scenes I've written, I cry--not because what I've written so bloody exceptional it brings tears to my eyes....I can only wish for that to happen, LOL. But because certain scenes have been drawn from some deep emotional reservoir and captured on the page, and even now, years later, they still have power over me.
Phew! Well that post didn't turn out quite like I'd expected at all! So please forgive me for not being my usual snarky--hopefully upbeat!--self. I'll be back to normal next week, I promise!
Thanks for letting me vent,
M