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In reply to Gabriele's comment that customer service varies by customer service rep is quite accurate in many situations, but not all. I'm having my own battle with Barnes & Noble, and it's not any individual that is giving me the going on 4 months of grief. It's the system. From terribly written form letters to an inept computer system to rules that justify leaving customers on hold for an hour, the system can be the cause, which is probably the most inexcusable. Like Valeria, I'm blogging about my troubles - each and every terrible customer service event. I only hope that Lufthansa and Barnes & Noble both listen.

I confess I didn't understand your comment entirely, Brian. My take is that she didn't care. Her mind was made up and I as a person didn't matter. I had already bought my ticket and was now forced to comply. You see the quality of people's thinking from the decisions they make every instance.

Ahh I totally relate to that! It happened to someone I saw at the airport getting on the same flight as me with a budget airline just last month.. He had to pay a ridiculous amount to check a 'hand luggage' bag which was about a few centimetres too big for the cabin - apparently.. Yet, there were people walking past him onto the plane while this was going on, with bigger bags at no cost to them! I guess, the less we pay, the worse service we can expect? :-/

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