“So, because the bus is oversold, I’m the one who has to deal with this?” he inquired, his voice tight with fury. “Am I supposed to spend the next five hours squeezed into a cramped seat with barely any legroom, on a bus I didn’t even book?”
When he noticed the questioning looks from the other passengers, he took a deep breath and tried to keep his cool. “I understand this is frustrating, Mr. Williams,” the agent said.
“As compensation, we can offer you a voucher for your next trip.” Jose shook his head. A voucher wouldn’t calm his frazzled nerves or relieve his exhaustion after the demanding business trip he had just completed.