Mijn Klacht:

Me and my family were flying from Amsterdam Schiphol to St.Petersburg on 19.07.2021. We came to the airport 2 hours in advance, but it was so busy that we this was apparently not enough. With all the corona-related checks, the lone moved extremely slow. We asked staff repeatedly if we are still on time, but they kept us in the waiting line untill the very last moment. In the end, they moved us to priority desk, but that was too late – luggage check in was closed already. So my wife and two kids rushed to the gate and made it to the plane, but I had to stay behind with the luggage. I was advised to go to the ticket desk to seek help there.
At the desk I ended up talking to a male flight agent. He refused to give his name, only his employee code: 21577. This was one of the worst customer care experiences I ever had.
From the start, the agent seemed irritated with me, spoke in an unfriendly tone, interrupted my description and refused to help. The only option he offered was to book the flight for the next day, for which I would to pay about 250 eur extra. To make things worse, he insisted that I had to decide NOW – because if the flight that I was missing takes off, I loose my ticket, and would have to pay the full price for booking the new one (over 400 eur). When I tried to explain him that, for no fault of mine, I will have to loose a day, pay extra 250 euros, he interrupted me in a rudely manner, saying that he is just explaining me the rules, and if I do not decide now, I might as well just stop losing his time. At which point I ended the conversation, obviously, very unsatisfied.

Gewenste Oplossing:

I would like an that the manager of this agent talked to him and found out, why was he so unhappy that day. Maybe she should fulfill some other function for a while, or work with a company psychologist. He was clearly unfit for working with customers on that day.