Listener Pat got in touch to see if the team could help her get a refund from an airline. Pat had done everything she could, but couldn’t get an answer or any progress, she could even get to speak to anyone. Producer Daniela drew the short straw and joined the queue, listening to the dreaded hold music.

And, they say the customer is always right, but anyone who works in retail knows that’s not always the case – if you have a customer service nightmare experience you want to share, we want to hear it. Send them in to [email protected]