QUESTION 1: According to the text, what corporate move is considered suicidal?

QUESTION 2: What happens when an institutional representative refutes the claims of an upset buyer?

Strengthens the guest’s confidence
Allows service to return to normal
Reduces the customer’s level of hostility
The conversation escalates into a direct confrontation between the brand and the individual

Defeat the interlocutor with irrefutable logical arguments
Imposing a single, non-negotiable decision
Avoiding the argumentative trap and focusing on empathy and constructive resolution
Prioritizing technical evidence over the customer’s experience

Refuse cancellation if regulations permit it
Always refund the amount unconditionally
Rescheduling without surcharges or issuance of a credit memo with an additional discount
Referring the passenger to the website to handle the complaint