Tour guide refuses to delay tour after late guest calls to demand the group wait an hour for them: ‘Can’t you just ask people if they mind waiting?’

Author image for Bar Mor Hazut
Bar Mor Hazut • Senior Editor
Jul 14, 2026 7:15 AM EDT

In customer service, you often encounter people who believe the world revolves around them. But how can you make them see that it is definitely not the case?

When a customer calls customer service, they usually have a problem they need fixing, and they expect the person on the other line to be able to solve it. 99% of the time, the issue really is an easy fix that a short phone call can provide, but there are these rare occasions where there is nothing that can be done.

The problem is that people do not like being told 'no', and it only urges them to push for a solution when they hear that word. When that customer is also a person who believes the sun shines out of their you-know-what, it could lead to a long dispute for the poor customer service person. All of a sudden, a pleasant conversation turns into a yelling-fest, as the customer is told that their issue is their problem, and there is nothing that could be done to change it.

When it comes to the tourist attraction in the story below, published on r/EntitledPeople, you can definitely say that the customer who called fully believes that the world revolves around him, as his request was so entitled that it almost left the customer service person speechless.

The phone call started with the customer telling the tour guide that they were going to be late to the tour they booked, then admitted that "traffic" had caused them to be an hour late. Then, they proceeded to ask the tour guide to delay the tour by an hour so that they would be able to make it, but considering the tour was fully booked, the guide refused to make the entire group wait for two people who clearly had an issue with time management.

As we established, people don't like being told 'no', and this customer is no different. Scroll down to discover how they reacted to this single word.

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  • 01
    A tour guide talking to her group.
    via A. C.

    A tour guide talking to her group.

    Subjects are models.

  • 02

    Caller wants a group tour to wait an hour because they weren’t good at time management

    Copied from a FB post for a local-ish tourist attraction. I am not the OP: Today's phone call: 0/10 Would not recommend
    via lizlemonworld
  • 03
    "Hey, hi, how are you? We have tickets for the 4'30p tour and we are running late. I left on time but you know, traffic and all."
    via lizlemonworld
  • 04
    How late are you? What is your ETA? It's saying 5'30. 5'30?!?!
    via lizlemonworld
  • 05
    Yes. Yeah, the traffic has been really bad with it being a weekend. We are on our way. I was just wondering if you could just hold the tour for us. I would really appreciate it.
    via lizlemonworld
  • 06
    How many people are in your party? 2
    via lizlemonworld
  • 07
    Sir, the tour is sold out. Our tours depart on time according to our schedule. We cannot hold tours for guests. You can only imagine what that would be like.
    via lizlemonworld
  • 08
    Why? Why can't you just ask people if they mind waiting? We are coming. We are on our way. I can't help what the traffic situation is. That's not my fault **getting very angry and continuing to argue**
    via lizlemonworld
  • 09
    **staying calm** You purchased tickets for the 4'30p tour. Our schedule is based on time, not intentions, and not estimated times of arrival. We understand that you cannot control traffic
    via lizlemonworld
  • 10
    but you did control the time you left your point of origin. We know that traffic can be unpredictable and travel time should be factored into your
    via lizlemonworld
  • 11
    plans. We ask all guests to arrive approximately 30 minutes prior to their scheduled tour. If you were to arrive at 5'30, you would actually be 90 minutes late for your reservation.
    via lizlemonworld
  • 12
    And you won't just ask the others to wait? No, I cannot do that. Why not? Why aren't you even asking anyone? You're being re. Just ask!
    via lizlemonworld
  • 13
    Sir, if you were one of the guests who arrived on time, would you think it was reasonable for me to delay your tour for an hour to accommodate guests who arrived late?
    via lizlemonworld
  • 14
    I would have no problem waiting. I am writing a Google review about you. What's your name? Forget it. I'll be there around 5'30.
    via lizlemonworld
  • 15
    A tour guide explaining the view to a group of people.
    via Molly the Cat

    A tour guide explaining the view to a group of people.

    Subjects are models.

  • 16
    I am not sure why you are continuing to drive here? We do not have a 5'30 tour today. **YELLING** SO WHAT? I just loose my money?
    via lizlemonworld
  • 17
    If you are not here by 4'30, then unfortunately, yes. You should NOT be working in customer service.
    via lizlemonworld
  • 18
    Noted and I appreciate the career advice. The tour is still departing at 4'30. Okbyeeeee!
    via lizlemonworld
  • 19
    Excuse me while I go have a completely normal, definitely not frustration-induced meltdown in the supply closet I'm fine. Really. It's fine
    via lizlemonworld
  • 20
    LVtapper Say to the caller "ok I'll go ask the other guests. Be back in 5 minutes ". Put the phone on hold. Then go on
    via LVtapper
  • 21
    the tour and come back 2 hours later. Say "they didn't want to wait, I figured you didn't mind waiting on the phone. "
    via LVtapper
  • 22
    Intelligent-Love-370 An hour late and expecting everyone else to wait is wild . The audacity is almost impressive
    via Intelligent-Love-370
  • 23
    Piscivore_67 One of my favorite class of videos is frantic late arrivals on the dock as the cruise ship pulls away.
    via Piscivore_67

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Tags

customer service guests guide customers tourists group entitled late tour guide entitled people
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