the hardest part of being a supervisor is handling complaints about your staff and today susie has
been called to investigate a problem that a passenger has had with one of her agents
want to speak to are you right here hi i'm susie how can i help you i'm john zomer how
are you good how are you yeah i just paid for a full fair ticket come here he said he doesn't
have enough time to put me on a flight so it was a poor judgment call i expect to write a very
intense letter okay what's your name again john zellmer john okay john i'll be right back for you
procedure is to close the doors of a plane two minutes before departure time
ivan didn't follow the rules and has now left the gate area
hey i've been to susie what happened
what time do we close our flights here no we don't who told you that
we closed our flights two minutes before departure who told you we closed three minutes
before departure ivan you can't make up your own rules you do owe it to your passengers to
allow them to get on the play until two minutes before departure and you didn't do this for him
ivan calm down okay i've been i'm not ivan we're not i don't care if you do that that's the service
we give to these passengers i even i'll come down there and talk to you but i have to talk with john
a face-to-face confrontation awaits
in la suzy prepares for a confrontation ivan has just refused to board a passenger even though he
turned up on time i'm sighing a lot just because you know i'm stuck between a rock and a hard place
many many times okay who told you that we closed our flights three minutes before departure
we're not going to do this in front of the passengers we're going to do this well just make
5-10 seconds yeah by the time i do all that it's going to be 58 i'm not going to put them on there
i know on the plane okay what difference make it already harder it makes the past know how long it
takes to ivan i've been listening to what you've been saying how long have you been here how how
long have you thought that we closed flight three minutes before departure you know what i don't
care if you're 58 i'm going to be the leading boarding passer don't make it don't make it this
no because you're making this even more than it is even if i do it at zero zero it will still take
it please please you need to understand that we're in this business for the customer if we don't have
them we don't have anything don't let it it's not it's not worth it that's the way you want it to be
out i'll do it i even it's not the way i want it to be it's the way it's done go take your break
sometimes it doesn't come out of my pages it doesn't come out of your paycheck
back in l.a susie has to make amends with the passenger who was denied boarding
hey john i got a chance to talk to ivan i mean i'm glad he was honest enough to tell me the truth
but because he was inconsistent with our policy you should have been able to get on that flight
sure so i wanted to give you um a 50 travel voucher just because we were inconsistent
with our policy the guy probably had a bad day life is like the people everybody has a day
relax yeah ready to take on the next situation i'm ready to take on it
whatever i can do to make my agents more comfortable uh susie you got good hands
you can feel my nuts what you can feel the nuts tonight oh yeah your tenth are just
it's pronounced the same it's the english thing it was in our quest class so it's not
we'll start harassment