[Silver Phoenix]

I work in a travel agency and luckily don't deal with the clients but I used to.

One client came into our office (people don't normally come in, its all phone based) and was moaning at my friend because there was a 61p credit card charge and she hadn't told him about it!! This guy flies 1st class every where and had his Jaguar parked outside! It got to the point where she got her purse out and said she would give him the 61p if he was that bothered by it. To which he replied it wasn't the amount it was just the fact he had been charged?!?

Telling customers about extra charges or that prices might change is quite an important part of the job in my book. I've seen alot of unhappy customers claim that weren't told if they didn't book a flight in a certain amount of time the price can go up, I know they were though as I heard the person say it!

Your customer has a right to be annoyed that they weren't told about it but could have checked with the hotel before checking out, however your friend is in the wrong if she didn't tell them. As you said it's part of her job, personally I dont have a problem telling people they might still be charged for that extra night. At the end of the day it's the hotel's policy so if they have a problem they need to sort it out with the hotel.

If ever I get shouted at on the phone I don't really listen, wait for them to be quite then calmly say 'I can understand why you are upset however I'm afraid there is nothing I can do about it as it is the hotels poilcy' then end the conversation as soon as possible!!

Sorry for such a long post!