Customer Wars Season 7 Episode 2

Reality Insight Hub

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Transcript

00:00What the did I do?

00:01What's wrong with my suit?

00:03You're loud, and you're up and knocked.

00:05Girl, we're out, we're out!

00:08I keep the hell out of you, David.

00:09I'm trying to get to a camera.

00:11I'm sorry.

00:12Okay, ma'am, I'm sorry about that.

00:13But now, okay.

00:15I'm sitting in my assigned seats.

00:17No, no, no, no, no, no, no, no, no, no, no, no, no, no, no, no, no, no, no, no, no, no, no, no, no, no, no, no, no, no, no, no, no, no, no, no, no, no, no, no.

00:27I'm sitting in my assigned seats.

00:29No, you're supposed to be at 37E.

00:31You think I would make this up?

00:32You think I would hold everybody up?

00:33It's right here.

00:34It's also right here.

00:50They have no control, the guy just said.

00:53Get out of the way!

00:57Pretty good.

00:58Huh?

01:02Customer complaints are at an all-time high.

01:05You tons of bitches.

01:07Putting workers on the defensive.

01:09Oh!

01:11And with labor shortages, supply chain woes, and a 40% rise in violent retail crime, it's an all-out battle at the checkout.

01:22The customer is always right.

01:27Call the cops.

01:28It's just plain wrong.

01:29I am a customer!

01:30And the customer, too, Becky.

01:31For those looking for an after-hours meal, especially after a night on the town, restaurants with extended late-night hours can be a godsend.

01:44But if you choose to patronize one of these establishments, take note.

01:49Late-night hours can bring late-night guests.

01:52Some of whom can be a little rowdy.

01:57Meaning that any expectations of a nice, quiet meal should probably be tempered.

02:05At a 24-hour restaurant in Florida.

02:10You're a punk kid.

02:11What the did I do?

02:12What's going on here?

02:13You're loud.

02:14You're loud and you're up or not.

02:16Girl, we're all...

02:17We're all...

02:18I keep the hell out of you, kid.

02:21Oh!

02:22A woman confronts another customer for allegedly being too loud as his friend films their interaction.

02:32You're a little punk.

02:33We're all...

02:34We're all hanging out.

02:35What you gonna do?

02:36Let me eat my food.

02:38And though she seems to be on her way out...

02:41I'll pay for her time.

02:42I'll pay for it.

02:43No.

02:44I don't need no little punk.

02:45You're right.

02:46I'm a little punk.

02:47You're right.

02:48Girl, you go home back.

02:49You're making a little...

02:50Damn.

02:51Get out of here, girl.

02:52The continued back and forth appears to draw her back in.

02:56I wanna eat a piece.

02:57You don't...

02:58You understand me?

02:59I wanna say...

03:00If you wanna eat a piece, you don't come to...

03:03Oh, you...

03:04Oh, what the...

03:06Oh, what the...

03:07Oh, my God.

03:10After dumping the man's plate of food on his lap...

03:13Oh, my God.

03:14Oh, my God.

03:15Woo-hoo.

03:16The woman leaves the restaurant.

03:18Oh, what the...

03:19Oh, my God.

03:20All right.

03:21It's all right, buddy.

03:22We go get a new one.

03:23Can I get one more plate?

03:27Then, moments later...

03:29You're a foul motherfucker.

03:31Oh, shit.

03:32Another patron, who may be with the woman, stops by to express his thoughts.

03:37I'm just trying to eat some food.

03:38That's what I'm trying to do.

03:39That's what I'm trying to do.

03:40That's what I'm trying to do.

03:41That's what I'm trying to do.

03:42You're calling .

03:43That's diarrhea of the mouth.

03:44You're right.

03:45You're right.

03:46You're right.

03:47Then, he, too, leaves the restaurant.

03:49This is gonna dump this all in my .

03:52According to the person filming, the two stick around and the restaurant comps their food.

04:01Here's hoping next time both parties head out for a late-night meal, they can be a bit more considerate of others.

04:07What the did I do?

04:08What's the want to do?

04:09What's the want to do?

04:10I don't want to eat enough enough.

04:12And a bit more tolerant of the environment.

04:15We want to eat a piece.

04:17You understand me?

04:18If you want to eat a piece, you don't come to .

04:22Oh, yeah.

04:23Woo-hoo!

04:30Before an aircraft ever takes off, passengers are required to sit through a safety briefing,

04:36which states that in accordance with FAA regulations, customers must comply with all crew member instructions.

04:43And because flight attendants are primarily there to ensure the safety of the people on board,

04:48any indication that a passenger may not be willing to follow these rules, regardless of the reason,

04:54could be cause for concern.

04:57Captain Martin.

04:59Me?

05:00Yeah.

05:01Okay.

05:02At an airport in Fort Lauderdale.

05:03Okay.

05:04You don't want her flying at all, not even if she moves her seat.

05:07She's fine.

05:08Okay.

05:09Officers have been called to a plane to deal with a customer who is refusing to change seats.

05:15How are you?

05:16Deputy Soto.

05:17I'm breathing exactly how I'm doing.

05:18I'm trying to get to a funeral.

05:19I'm sorry.

05:20I'm sorry.

05:21Okay, ma'am.

05:22I'm sorry about that.

05:23But now...

05:24I'm sitting in my assigned seat.

05:25No, you're supposed to be at 378.

05:26Aw, no.

05:27You think I would make this up?

05:28You think I would hold everybody up?

05:29It's right here.

05:30It's also right here.

05:31That's a screenshot, ma'am.

05:32The passenger shows the officer a screenshot of the boarding pass for the seat she is sitting

05:41in.

05:42Come here, ma'am.

05:43It says 13 feet.

05:44That's where I am.

05:45Let me see what I can do.

05:46Okay?

05:47If you're correct, then everything should be fine.

05:48Why would I make this up?

05:49Because everything is here saying that you're supposed to be 37E.

05:50So I don't know what the mix-up is.

05:51They mix it up.

05:52Give me one minute.

05:53Which they need to fix.

05:54Let me see.

05:55That's not my job.

05:56That's the app, right?

05:57Yes, it is.

05:58Okay.

05:59Give me one minute.

06:00But according to the airline crew...

06:01It's on her app, though.

06:02Yeah, but does it refresh?

06:03Who does it refresh?

06:04A screenshot.

06:05Okay.

06:06That's the app, right?

06:07Yes, it is.

06:08Okay.

06:09Give me one minute.

06:10But according to the airline crew...

06:11It's on her app, though.

06:12The seat assignment was changed in the system after the woman took a screenshot of her boarding

06:21pass.

06:22But even after the passenger refreshes her app...

06:26This is the app.

06:27Okay.

06:28What's the app say?

06:29My boarding pass.

06:30Yes.

06:31What's it say?

06:3213E.

06:33Okay.

06:34It still has her assigned to the seat she refuses to leave.

06:39There's an issue with her.

06:40On her app, it's saying 13E.

06:43So the thing is, with the ticket, current , something happened.

06:47Okay.

06:48The officer seems to stick up for her.

06:50I don't want to kick somebody off without the emergency kicked off because of a public

06:54error.

06:55Right.

06:56That's my concern.

06:57But the captain stands his ground.

06:59Here's my concern.

07:00She's not compliant with flight instructions.

07:01That's a no point of...

07:02No, I understand that.

07:03And because a pilot has the authority to remove any passenger they consider to be a risk to

07:11the safety of the aircraft, crew, or other passengers, another officer returns to the

07:16woman to escort her off.

07:18Let's go.

07:19Let's, let's, let's, let's, let's, let's have a conversation with two of them and me.

07:22Wait, so I'm gonna tell you, listen, that's fine.

07:23You don't want to have a conversation?

07:24That's fine.

07:25Let me tell you what's gonna happen.

07:26What is there a conversation that he has asked?

07:27You're gonna come off the plane.

07:28If you refuse to come off the plane, I'm gonna take this, this might be your last warning.

07:32If you refuse to come off the plane, you're gonna go to jail today.

07:34If you're playing everyone off the plane, I'm gonna drag you off the plane.

07:37That's fine.

07:38I'll be doing my last warning.

07:39And that signals the end of the negotiations.

07:42Hey captain, you go ahead and keep boarding the plane?

07:45She's going to jail.

07:46I'm gonna call it tomorrow.

07:51On an airplane in Fort Lauderdale.

07:53Well, because everything is here saying that you're on 30, you're supposed to be 37E.

07:57So I don't know what the mix up is.

07:58They mixed it up.

08:00Give me one minute.

08:01Which they need to fix.

08:02Police have been called to assist with some confusion over a passenger's assigned seat.

08:07And despite the fact that the mix up appears to have originated on the airline's app.

08:11I don't want to kick somebody off who doesn't deserve to be kicked off because of an error.

08:15That's my concern.

08:16Because of the passenger's alleged unwillingness to comply with the flight crew.

08:20No, I understand that.

08:22Flight instructions on the airplane.

08:24She's not going to be flying the airplane.

08:26The captain wants her off the plane.

08:28If you refuse to come off the plane, you're gonna go to jail today.

08:30I'm gonna deplane everyone off the plane, I'm gonna drag you off the plane.

08:33The officer's warning, notwithstanding, the woman refuses to budge.

08:38Folks from the flight deck.

08:40Not that that's due for you, but we have a passenger to get off the aircraft.

08:45We're gonna walk from the aircraft.

08:48So...

08:50Causing all of the other passengers to deplane.

08:54And herself to face the consequences of her actions.

08:55Ma'am, there's no negotiating.

08:56That's it.

08:57Get off the plane or go to jail.

08:58I'm not doing anything.

08:59One last chance.

09:00Off the plane or off the plane?

09:01Okay.

09:02All right.

09:03Stand up.

09:04According to the police report, the woman is arrested and charged with disturbing the peace and trespass after warning.

09:27The outcome of the case is unknown.

09:30An important reminder for all air travelers.

09:33So I don't know what the mix-up is.

09:35They mixed it up.

09:37Following the directions of the crew is paramount.

09:40She's not in line with the flight and instructions.

09:42That's another point of it.

09:44Regardless of how right you believe you are.

09:47I don't want to kick somebody off without being originally kicked off because of an error.

09:51So best to save any potential pushback.

09:54All right.

09:55Go.

09:56Stand up.

09:57Stand up.

09:58For the customer service line.

10:01Booking a hotel room through a third-party app allows customers to search for the best possible deal for available rooms in a specific location.

10:14And in some instances allows customers to select details about the room, such as the available view or number of beds.

10:21But while this method of reserving hotel rooms ups the convenience for both customers and businesses, any miscommunication from either side can result in a heading for everyone.

10:33In Minnesota.

10:34For two kids, two adults.

10:35Yeah.

10:36The reservation on our phone is clear.

10:37What we reserve.

10:38Yeah.

10:39What do you expect us to do?

10:40A hotel desk clerk discreetly films as a customer confronts her regarding a problem with a reservation he booked through a third-party app.

10:53It came in as a king suite reservation.

10:54So it has a king bed and a so-called .

10:55What do you expect us to do that?

10:56We have two kids and us.

10:57We can't all sleep in a king bed.

10:58That's ridiculous.

10:59Though the room she has on file for him does allegedly accommodate four guests, it is not apparently the one he believes he reserved through the app.

11:15So what do you expect us to do?

11:16That's my question.

11:17Well, that's what I'm saying.

11:18Yes.

11:19So we could either check you into the room or we could cancel the reservation.

11:22That's the only two options.

11:23And I sleep in our car?

11:24No, I'm not.

11:25Yeah.

11:26I mean, where else are we going to go?

11:27But the clerk's hands appeared to be tied.

11:30If you're not even going to help us, you're going to say, take the room as it is or you're on your own.

11:35What I can do to help you guys is get you guys checked into the room that has the king bed and the sofa pullout couch.

11:41But apart from that, we don't have any other rooms to check you guys into.

11:45If it's regarding what you guys reserved, you would have to call so that they could assist you with something that happened on their end.

11:52But this is just the information that we've received from .

11:55Seemingly out of options, the customer tries a different approach.

12:00Who hasn't checked in?

12:01What else is available to work for, guys?

12:03We don't have any other rooms available.

12:05Who hasn't checked in yet?

12:07These rooms are reserved. I can't take them from somebody that's already reserved a room.

12:12When that doesn't work, the customer appeals to logic.

12:16How did you think poor people would fit in that room?

12:20I mean, when you see it come in, don't you go, hmm, this doesn't make sense.

12:24No, because *** sends us the information, so that's the reservation and we hold it as it is.

12:30And maintains his apparent confusion over the employee's attempt to help him.

12:35So you think four of us can sleep in that room? That's your suggestion.

12:39I'm not too sure how you guys were going to, you know, do the setup in there.

12:44We just have the reservation as it was sent in to us.

12:47Finally, another customer waiting in line behind the man chimes in.

12:51I'm just stepping in, right? You have a king bed and a false, right?

12:54Yeah.

12:55You have two beds.

12:56Which the original customer doesn't seem to appreciate.

13:00Yeah, so it's not your business either. What are you doing jumping into this?

13:03Well, look, I mean, I don't think that it's...

13:05It's not your business.

13:06It's, you know...

13:08Causing the clerk to put her foot down.

13:11That's not really respectful. I think we can just go ahead and cancel your reservation.

13:15Then what are we going to do?

13:17You know, I'm not too sure, but there are a lot of hotels in the area.

13:20According to the woman filming, the man leaves the hotel without canceling his reservation.

13:25But does call the hotel later that week in an attempt to receive a refund.

13:30It's unknown if he also tried requesting it through the third party website.

13:35Something to keep in mind when using an app to reserve a hotel room.

13:39We have two kids in us. We can't all sleep here. That's ridiculous.

13:43Consider confirming the room details with the actual hotel.

13:47So what do you expect us to do? That's my question.

13:49Well, that's what I'm saying.

13:51Just in case.

13:53So you think four of us can sleep in the room. What's your suggestion?

14:00According to the Jewelry Security Alliance, between the years of 2022 and 2023, there was a 26.7% decrease in the number of crimes committed against US jewelry firms.

14:15However, the dollar loss of merchandise increased to $133.2 million during that same period.

14:24A number which the Alliance attributes to highly professional criminals in organized gangs carrying out higher dollar crimes at any time of day.

14:34In downtown Los Angeles, three men in hoodies exit a parked vehicle and head into a jewelry store.

14:51Where two of them quickly take down the security guard at the door, prompting the owner of the store to unwisely take action.

15:04In Los Angeles, three men in hoodies and masks enter a jewelry store and take down the security guard.

15:20And as the store owner confronts one of them, another, who appears to be armed, moves past him and has directly for an open safe.

15:29Which he appears to begin rifling through before the owner rushes over and drives him back towards the front of the store.

15:47But the man jumps behind the counter and begins taking some necklaces on display before being interrupted again by the persistent owner.

16:00So he tosses the lute to his culport.

16:03So he tosses the lute to his culport.

16:07Police! Police!

16:09Police!

16:11And makes one last pass towards the safe in the back.

16:14As the owner attempts to stop the other men from getting away with the goods.

16:19By continuing to ignore the apparent weapons that each man has carried.

16:27And shouting for help on the sidewalk.

16:30A cue to the three masked men inside to head for their car.

16:35Though police are called, the suspects are able to get away before they arrive.

16:42And according to one news report, they make off with at least half a million dollars in merchandise.

16:49Including bracelets, watches and valuable coins.

16:54A harrowing experience for the store owner and employees.

17:07Despite their risky attempts to intervene.

17:13Were simply no match for this group.

17:17Let's go!

17:18Let's go!

17:19Let's go!

17:20Let's go!

17:21Let's go!

17:22Let's go!

17:27Luxury yachts typically come equipped with a wide array of measures to ensure a relaxing, enjoyable ride for their well-heeled clientele.

17:37Including state-of-the-art design.

17:40Trained staff and chefs.

17:42And perhaps most crucially, cutting-edge navigation and docking systems.

17:47But as helpful as this technology is to ensuring a smooth ride, it is not, unfortunately, without the occasional glitch.

17:58On the island of St. Martin.

18:01A 250-foot luxury mega-yacht is coming in a little too fast.

18:07Because, according to a news report, a computer malfunction has caused the vessel to lose some control functions.

18:20And in order to avoid a collision with a bridge, the captain had to think fast and point the bow towards a dock.

18:28Come on!

18:29Come on!

18:30Come on!

18:31Come on!

18:32Come on!

18:33Come on!

18:43After pulling away from the dock, the damage seems relatively minor.

18:47Only the dock?

18:48Yeah, it's only the dock.

18:49Yeah, it's only the dock.

18:50Yeah, it's only the dock.

18:51And the massive vessel backs into the bay, to the relief of other boat owners.

18:56Thank God you hit a boomerang.

18:58But apparently, some of the controls are still down.

19:03They have no control, the guy just said.

19:08And sending the yacht on yet another collision course.

19:13Man out of the place!

19:23In St. Martin, a mega-yacht has lost control.

19:28Because of a computer malfunction that the captain apparently can't override.

19:33And after crashing into one dock and struggling to regain control, all the captain can do is aim away from a yacht club and into yet another potentially sturdier dock.

19:58Get the concrete down.

20:16Finally, bringing it to a stop.

20:19Pretty good.

20:21Huh?

20:22The damage is fairly significant.

20:25I don't like that dock either.

20:32Get out of the way!

20:33But fortunately, no one on board or on the dock is injured.

20:40According to local news reports, the captain blamed over-the-top modern electronics that have no manual overrides.

20:48And helped expedite the insurance process to make sure the dock was quickly repaired.

20:53The accident serves as a crash course in making the best of a bad situation.

20:59And a reminder that technology, no matter how state-of-the-art, isn't quite ready to replace an actual human being at the wheel.

21:08Go, go, go, go!

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