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Try working for a Cisco partner as I did until recently - wanted to punch every sales person in the face because they used it constantly !!!! What's wrong with the word contacted / contact ??

Read the report earlier and was astounded a paying, booked customer can be spoken to and threatened like that. Time to outlaw overbooking or put in legislation that forces the airlines to pay compensation of say 250 times the price of the ticket if a customer is removed - they'll soon stop...