00:08excuse me sir can I get you anything to drink or perhaps a snack no thank you I'm fine for
00:14now
00:15are you sure there's nothing I can help you with I'm all I'm all set though are you all right
00:20yes
00:22I'm fine I'm just doing my job something's not right here good afternoon what can I get you to drink
00:43finally I asked for coffee 20 minutes ago and when you brought it it was barely lukewarm I apologize
00:51for that would you like me to get you a fresh cup of course I want a fresh cup that's
00:56what I
00:56just said isn't it I'll need to brew a new pot so it just might take a few minutes are
01:01you making
01:02excuses I shouldn't have to wait for decent service this is ridiculous I have flown first class on this
01:09airline for years and I've never experienced such incompetent service you clearly don't know how to
01:15do your job properly ma'am I'm really just trying my best okay well your best isn't good enough
01:21where's your supervisor I want to speak to someone who actually knows what they're doing
01:26excuse me but maybe you could give her a break she's clearly having a difficult day and she's
01:32doing her best to serve everyone professionally okay and who exactly do you think you are to
01:39interfere with my conversation with the staff I'm just another passenger who thinks people deserve to
01:44be treated with basic respect basic respect I have every right to expect the proper service
01:50when I'm paying for it her personal problems are none of my concern look everyone has bad days
01:56okay a little patience goes a long way I don't need a lecture from some random passenger about
02:02incompetent service okay if she can't do her job then she shouldn't be here hey what seems to be the
02:11problem here Sarah are you causing problems again with passengers no no sir I was just trying to ma'am
02:16I
02:17sincerely apologize for any inconvenience my staff member has caused you finally someone
02:23with actual authority your employee here has been making excuses and proving substandard service this
02:31is embarrassing to the airline you're making us look unprofessional in front of our valued customers I've
02:37told you before about your attitude problem you need to get your act together immediately or you won't
02:42have a job much longer I was just trying to explain that I don't want to hear any of your
02:46pathetic
02:47excuses just do your job properly for once I I need to uh excuse me sorry
03:01again my sincere apologies the problem has been handled thank you it's so refreshing to deal with
03:08someone who understands customer service you know you both should be ashamed of yourselves that woman
03:15is clearly struggling and instead of showing compassion you're making it worse sir I appreciate
03:22your concern but staff management is not something passengers need to worry about unbelievable
03:34excuse me
03:38I'm sorry sir is there something you need you don't need to pretend with me what just happened back
03:43there was completely unfair it's part of the job I guess no it's not that was abuse plain and simple
03:50Richard he's uh he's been making my life miserable for months nothing I do is ever good enough he
03:57criticizes everything undermines me in front of passengers creates impossible standards that's not
04:02leadership that's bullying seems to enjoy humiliating us especially women on the crew
04:09but I can't quit I have a four-year-old daughter at home who depends on me you're a single
04:13mother yeah
04:14and airline jobs are hard to come by benefits the schedule flexibility I mean I need this job but
04:20Richard makes everyday hell how long has this been going on eight months ever since he got promoted to
04:26head flight attendant before that I actually loved this job I was good at it I'm sure you were I
04:33can tell you
04:34care about doing right by people I don't know anymore maybe I'm just as incompetent as he says
04:39maybe I don't belong here don't let him make you doubt yourself sometimes things have a way of turning
04:44around when you least expect it what do you mean the right person showing up at the right time can
04:49make
04:49all the difference don't lose hope yet just yet I don't understand what are you saying exactly just wait and
04:56see in the
04:57meantime hold on to your dignity remember that you deserve to be treated with respect good employees
05:02are valuable and the right leadership will recognize and protect that value I'm shocked like you know
05:06something I don't maybe I do you there hello yeah hi where is my fresh coffee I've been waiting forever
05:21I'm working on
05:23that right now ma'am I apologize for the delay working on it what exactly have you been doing this
05:28whole time this is ridiculous I specifically requested fresh coffee and you've been ignoring me this is
05:34the worst service experience I've ever had ma'am I understand your frustration but no you don't understand
05:41anything you're providing a substandard service and making excuses for your incompetence I demand to speak
05:49to someone in charge this is unacceptable I'm gonna file complaints against the airline about your
05:54unprofessional behavior what's the problem now Sarah ma'am what has she done wrong this time she has
06:01been ignoring my requests making excuses and providing terrible service I've never been treated so poorly you
06:08know this is the second incident today you are repeatedly causing problems with our passengers exactly
06:14she clearly doesn't understand customer service or how to treat paying customers with respect Sarah your
06:22performance today has been completely unacceptable you're embarrassing this airline if you would
06:27just let me explain what actually happened I don't want to hear any more of your excuses your attitude is
06:32the problem here yes she has been rude and unprofessional from the moment I spoke to her please just listen
06:38to me for one second the
06:39only thing I need to hear is that you understand how badly you have failed today I can't I mean
06:45this that's enough Richard Henderson head flight attendant employee ID 7749 and you must be Patricia
06:52Wellington platinum status member since 2018 how do you who are you I'm Michael Thompson CEO of this
07:00airline yeah wait what I've been watching this entire situation unfold and what I've witnessed today goes
07:06against everything this airline stands for mr. Thompson sir I had no idea I was simply just trying to
07:14handle a customer service situation by publicly humiliating one of our employees by creating a hostile
07:20work environment by completely failing to investigate what actually happened this airline was built on
07:25principles of respect dignity excellent customer service that extends to how we treat each other not just
07:32our passengers and you miss Wellington your treatment of our staff has been completely unacceptable I was
07:39just expecting proper service you were bullying someone who was trying to help you that's not the
07:44kind of customer we want representing our airline Richard your leadership style is toxic and destructive
07:49you have no place in an organization that values its employees you're terminated effective immediately
07:55upon landing sir sir sir please I can change this was clearly a misunderstanding there's no
08:01misunderstanding I saw exactly who you are today Miss Wellington you are permanently banned from flying
08:07with this airline customers who abuse our staff members are not welcome regardless of their status or
08:13spending you can't do this to me I spend thousands of dollars on this airline every year my decision is
08:19final and non-negotiable you'll regret this
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