Airline Jet2.com’s head Philip Meeson delivered a string of four-letter words to his staff during a ‘spot check’ visit to Manchester Airport last week.
Officers had to be called as the airline’s chief executive berated check-in workers during an early morning ‘spot-check’ visit to Manchester airport.
Police had to warn the millionaire about his conduct and behaviour after he used a string of four-letter words – even though his outburst was applauded by many of the 200 passengers.
They had arrived at the airport’s Terminal One on Saturday after receiving a call that a man was being abusive towards staff.
Nearby signs warn passengers that abusive behaviour towards staff will not be tolerated.
A Greater Manchester Police spokesperson said: “Shortly after 7.35am on Saturday police were called to the check-in area at Terminal One, following reports that a man was being abusive to staff.
“Officers attended and warned the man about his future conduct and behaviour under the Public Order Act.”
The spokesperson added that the man had admitted to officers that he had been “unprofessional and irate” but he had quickly calmed down so no further action had been necessary.
Mr Meeson, 61, defended his outburst, saying it had been sparked by a 60m long queue he spotted at the Jet2.com desks.
He said: “There was a great long queue, which is not what we want, and staff were sitting there doing nothing. I just wanted everyone to get going and to check in and to get the fantastic customer service that we want them to get.
“I did speak to a couple of managers. I was annoyed but I did explain afterwards.”
He added that more check-in staff and better systems would ensure passengers don’t have to queue.
The former RAF pilot makes regular visits to see if his staff are providing adequate levels of customer service and also regularly boards Jet2.com flights to observe how cabin crew treat passengers.
Source: The Telegraph
By: Jonesy - 30th September 2009 at 17:18
Jonesy………
A lot of what you say may well be correct however this does not excuse bad behavior by Mr Meeson, certainly in front of customers. I have never met Mr Meeson but it would appear he has a reputation which he oviously wished to live up to. If it was done a fit of temper he should learn to exert some self control.
That sort of behavior usually creates resentment. Management should lead by example.
Planemike
For my part Mike if I was stood in a 200ft long queue at check in, whilst watching desk staff mill around at idle, I’d be absolutely made up if the airlines senior management walked in and dealt with the situation in a direct and concise fashion.
Who cares about resentment from poorly performing staff?. They should deliver the service they are paid to – if they meet that basic requirement of employment they dont give anyone the opportunity to find fault – ergo no-one has their feelings hurt!. If they are incapable of delivering better service its best they seek alternate employment for all concerned!.
Perhaps this chap may have been better served finding the line managers of the desk staff and aiming his opening salvoes there but, for me, the distinction between petulance and passion is a slim one and I wouldn’t fault the man for being passionate about his business.
By: Arabella-Cox - 30th September 2009 at 14:56
Jonesy………
A lot of what you say may well be correct however this does not excuse bad behavior by Mr Meeson, certainly in front of customers. I have never met Mr Meeson but it would appear he has a reputation which he oviously wished to live up to. If it was done a fit of temper he should learn to exert some self control.
That sort of behavior usually creates resentment. Management should lead by example.
Planemike
By: D1566 - 30th September 2009 at 12:31
He might have achieved the same PR coup and encouraged the check in staff more by opening up another desk and helping reduce the queue himiself 😀
By: Jonesy - 30th September 2009 at 02:41
Two words – public relations. If nothing else the display of empathy with the customers, genuine or not, shows that the man has his priorities correct. Looking at 60m’s of queueing, paying, customers his FIRST responsibility is to find out what is going on and ensure that his customers are handled as efficiently and professionally as humanly possible. His responsibility is to protect his staff from criticism only where a delay is not attributable to them.
If they have 60m queues, whilst members of staff are visibly untasked, he is entirely correct to find out why that situation exists and, if no good explanation comes back, to deal with that situation appropriately. If the dainty souls on the passenger desks are reduced to quivering wrecks by someone hurling a bit of anglo-saxon at them I would suggest they are probably not best suited to a pressurised customer-facing environment. My ex-wife worked the desks at MAN for Servisair so dont come it with the ‘they have enough to do’ malarkey either…..the job is no more stressful than any other similar customer-facing role!. She certainly had a far more stressful time working in a motorway service station than she did at that airport!.
Certainly if I turned in a performance that was as lamentable as that described in the article, that triggered this, I would expect to have to explain myself to my management and the customers involved. Its noteworthy also that the article omits to mention whether or not the queues disappeared immediately after the incident and customer service levels improved!.
By: david.crosby - 29th September 2009 at 20:05
This man is a disgrace. If you are unhappy with your staff you talk to the staff in an office or somewhere private and not in a public place. You certainly do not shout at your staff infront of customers.
By: OneLeft - 29th September 2009 at 13:30
“There was a great long queue, which is not what we want, and staff were sitting there doing nothing.
I find it very difficult to accept that even the worst staff would sit doing nothing with a long queue in front of them. I do however accept that in the current operating environment there would be lots of unmanned check-in desks with a long queue in front of them.
Regardless of the circusmstances this is no way for someone in his position to behave or conduct business.
1L.
By: steve rowell - 29th September 2009 at 09:16
I applaud his vigor in being interested enough in the day-to-day operations of his airline, but clearly the manner in which he confronted the staff was unacceptable.
I’m in total agreeance with you there…there’s a time and a place for that sort of thing and surely it should be kept in house
By: kev35 - 27th September 2009 at 18:36
Do airlines have a zero tolerance policy towards those who abuse or show aggression towards their staff? I wonder what Jet2’s policy is and if they have one whether Mr. Meeson will be dealt with in the same manner as a passenger who has contravened any such policy?
Edited to add: Yes, they do have a policy…..
23. Conduct on Board Aircraft and at Airport and Safety
23.1
We may take such measures as we deem necessary to prevent continuation of your conduct, including your restraint or removal from the aircraft, if in our reasonable opinion you:
* contravene any applicable law (e.g. by being drunk on board an aircraft); or
* conduct yourself aboard the aircraft so as to endanger the aircraft or any person or property on board; or
* obstruct the crew in the performance of their duties; or
* fail to comply with any instruction of the crew; or
* use any threatening, abusive or insulting words or actions towards the crew or other passengers; or
* behave in a disorderly manner or in a manner to which other Passengers may reasonably object; or
* fail to comply with the terms of any document signed by you following contravention of one or more of the preceding conditions on a previous flight with us.
If bo**ocking is required then bo**ockings should be administered. But not in front of a group of passengers.
Regards,
kev35
By: Cking - 27th September 2009 at 18:23
This man is known for his bullying within the industry. An ex Chanex engineer friend of mine told me he was a lot worse behind closed doors.
Good on the police for having a word with him, pity they didn’t arrest him!
Shame on you who think that this was a good thing:mad:
If it was you or one of your family he yelled at, would you be as pleased?
The check in girls have enough to put up with, without this.
Rgds Cking
By: wingcomandrflap - 27th September 2009 at 17:25
Not the way to motivate your staff. Clearly under some preasure but no excuse. He should apologise and lead by example !!
By: lukeylad - 27th September 2009 at 15:25
Totally unacceptable! Im check in agent, we dont come to work to get shouted at and Abused! Shouting at the staff will get him no where.
Its not the first time he has done this in front of passengers and im pretty sure it wont be the last!
Jet2 are handled by Aviance at MAN.
By: Ren Frew - 27th September 2009 at 11:41
Do Jet2 have their own check in staff or do they use agency staff ?
By: pierrepjc - 27th September 2009 at 10:49
Good on him, his staff may give their job a little more focus in future. If the CEO turns up at 8.00 in the morning to do a spot check then he must have heard bad things about his check in staff.
Paul
Sign In
September 27, 2009 at 12:10 am