“I approved a system telling you this passenger’s dissatisfaction was an operational risk.”
“Then I’m surprised when you call a manager.”
“That is not fair to you.”
Kelsey’s eyes filled.
Marcus looked toward Rachel Morgan.
“No discipline for calling Luis.”
Rachel nodded.
“Agreed.”
“Any coaching?”
“Normal review of de-escalation.”
“Fine.”
Marcus turned toward Kelsey.
“You did one thing I want corrected.”
She stiffened.
“When you confirmed my boarding pass, you said ‘you’re all set’ rather than telling Mrs. Ashford directly that I was correctly queued.”
Kelsey thought.
“Yes.”
“Why?”
“I was trying not to embarrass her.”
Exactly.
Marcus nodded.
“The person challenging someone else’s right to be there should not receive more protection from embarrassment than the person being challenged.”
Kelsey looked down.
“I understand.”
“That is coaching.”
“Not punishment.”
“Yes, sir.”
After the meeting, Marcus asked Luis and Kelsey to stay.
Everyone else logged off.
He looked toward Kelsey.
“Can I ask you something that does not go in your personnel file?”
She nodded cautiously.
“Would you have handled the same complaint differently if Mrs. Ashford had no status flag?”
Kelsey took time.
“Yes.”
“How?”
“I probably would have told her immediately that you had a valid boarding pass and asked her to remain in her place in line.”
Marcus nodded.
“Thank you.”
Luis looked uncomfortable.
Marcus turned.
“What?”
Luis sighed.
“She is not the only one.”
“I know.”
“No.”
Luis shook his head.
“You don’t.”
Marcus waited.
Luis continued.
“We have people who recognize those profiles and panic.”
“Agents switch assignments.”
“Supervisors come to gates for things they would normally let agents handle.”
“We comp miles immediately.”
“We move people.”
“Sometimes we move other customers to make the VIP feel fixed.”
Marcus’s face changed.
“Move people how?”
Luis hesitated.
“Seats.”
“Boarding positions.”
“Lounge areas.”
“Once in a while upgrade disputes.”
“Based on policy?”
“Sometimes.”
“And other times?”
“Based on keeping the account quiet.”
Marcus closed his eyes.
“Send me cases.”
“All of them?”
“Start with twelve months.”
Luis laughed nervously.
“That’s going to be a lot.”