Call me twisted, but I’m starting to think customer service comes with a generous degree of “rudeness.” After calling Kenya Airways repeatedly – they lost my luggage – I finally reached the manager. While I was gearing up for a good argument, the manager cut me off and gave me a series of tersely put orders. Instead of the apathetic guys at the Lost Baggage Counter, it was despairingly refreshing to have someone take charge. Speaking as an international, the lethargy that characterizes Kenya Airways (from their hostesses to lost luggage clerks) needs to be toned down.
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