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  • I understand that the behavior of one person is not a fair representation of a group. However, customer service representatives are the face of a company and have the greatest influence on how customers feel regarding the company itself. That being said, the young woman (does not qualify as a lady considering her behavior) at the ticket counter proved to be quite incompetent. I checked in online and simply needed a print out of my tickets. With 40 minutes before boarding she stated I was late for my flight but considering I checked in would provide me with boarding passes. As I reach TSA they ask if my name has been changed. The great agent gave me the wrong passes. As I run back down to terminal 3, with a child, I inform her of the error. She reprints and hands me two new boarding passes. I head back up and surprise, wrong names again. I know what some of you are thinking, why didn't you check them? Well I was running frantically and mistakenly trusted that people actually knew how to do their jobs. As I head back to the ticket counter for the third time. She blatantly states I don't know what you mean? Then calls her help desk and attempts to inform me that I have now officially missed my flight and must pay $75.00 per ticket to rebook because according to her I was late. She refused to call a supervisor, and simply said well if you don't pay then you are not going to fly. At this point I've had enough of her cynical, arrogant attitude. Spoke with customer service via telephone and thankfully someone there knew how to do their job. Which is why I'm providing them two stars. As for the rep at PHX, you may want to find a job where human contact is not included. You obviously do not possess social skills.
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