You can actually have a legitimate ccard transaction "charged back" if you fail to secure a magnetic swipe or secure a proper imprint of the ccard on the same sheet of paper (ie contract) as the customer's signature. Bottom line is the ERAC employee could have gone about it a different and better way. Having worked at ERAC in the past (including airport location), I would be willing to surmise that the customer probably was being a dick about things and the bitter ERAC emplyee took it personally (which he/she shouldn't have). Customer service entails taking a certain amount of shit, we all know it. Having worked at ERAC though, I make a concerted effort now to be cordial even when receiving bad service since there are underlying factors that I am not always going to be aware of. You reap what you sow!