Dispute Summary

Dispute Summary

There was a dispute at US Airways, between a US Airways employee, and his supervisor. The supervisor had written up the employee several times for what he had regarded as unprofessional behavior, and unacceptable customer service. The employee had several customer complaints against him, and a few employee complaints. The employee was a very knowledgeable individual, and utterly efficient in his job duties. The problem was with his behavior and his personality. He was a very blunt and abrupt person, and he did not care who it affected, or how. Although his actions never appeared to be any of intentional malice, his behavior was very offensive, and condescending. His excuse was that he was who he was, and if anyone did not like it, they did not have to deal with him. The reality was that he was very obnoxious and gave the impression that if anyone did not know what he knew, they were inferior so to speak. He knew exactly how to stay just above reproach in any situation.

One example of his disdainful comments to a customer was when an elderly customer was attempting to use the kiosk to check herself in. She did not know much about computers, so she was intimidated to begin with. The customer proceeded to look for a keyboard to begin her transaction, when the employee said “It doesn’t bite! Just touch the screen!” The customer touched the screen, and a picture of the keyboard appeared on the screen, she was amazed at the technology, but still very apprehensive as she continued her transaction. The employee continued to bark condescending comments to the customer, as he continued to do something else on his computer terminal. When the lady had completed her transaction, she asked the employee “What do I need to do now?” the employee said in an elementary teacher tone, “take your boarding pass and go through security to your gate.” The customer asked “Where do I get the pass from?” The employee said “look down, right in front of you, and you should see a tray, in the tray; you should see your boarding pass.” Do you need me to get it for you?!” By this time, another customer came up and helped the lady, and it was that customer who filed a complaint. The supervisor spoke to the employee, and the employee said that he was just trying to speak to her so that she could understand him, and that it was not intended to be derogatory. It was events like that, which had been taken to the supervisor regularly, and each time, the employee denied that his behavior was meant to be patronizing in any way.

Finally the supervisor had enough of attempting to encourage the employee to be cordial,