Allow me to explain how two discussions started off in very similar ways, and ended. shall we say, differently. This is me, attempting to muster any sort of pleasantness in my voice at some ungodly hour of the morning on a Google Voice connection from Dubai back to the US: "Hey. I'm having to cut a trip short due to an emergency back home. I actually purchased a trip protection plan when I checked out online - would it be possible to provide a refund for this flight now that I need to cancel it?" From here, I was told that this was too vague.
Engadget , The extremes of technology customer service: how common sense and empathy create unmatched loyalty, The extremes of technology customer service: how common sense and empathy create unmatched loyalty
