Firing Airline Employees for Being Too Nice: Evaluating Company Policies and Practices
As an SEO specialist, delving into the specifics of company policies and their interpretation in the airline industry is crucial. One such policy that often comes into question is the handling of airline employees who are overly friendly or nice with passengers. Understanding the boundaries of acceptable behavior within the work environment is vital for maintaining a professional and functional workplace.
On first glance, it might seem straightforward that airline employees are expected to be friendly and courteous. The nature of the job demands a welcoming and accommodating demeanor to ensure passenger satisfaction. However, the line between being friendly and being excessively so can be blurry. When this line is crossed, it can lead to uncomfortable situations for passengers and potential disciplinary action for the employee.
While it is true that employees are expected to provide exceptional customer service, the guidelines provided to them include not only how to be courteous but also what constitutes appropriate behavior. These guidelines are in place to ensure that the interactions remain professional and that the airline maintains a high standard of service. Therefore, if an employee goes beyond these limits, it may indeed warrant disciplinary action.
Company Policies and Guidelines
Every airline has established guidelines for employee interactions with passengers. These policies are designed to ensure that employees understand what is expected of them in terms of behavior, both in routine customer interactions and in more challenging situations. When an employee violates these guidelines, it can have serious consequences, including disciplinary action up to and including termination.
In one instance, an employee was fired for going beyond the scope of their responsibilities without proper authorization. The employee provided an unapproved, extensive accommodation to a family who had to cancel their flight due to weather conditions. This included booking them for a luxurious accommodation at the Ritz Carlton, valued at $400 per night, using the company's station credit card. Such actions, while well-intentioned, are a gross violation of company procedures and can be considered grounds for termination.
Frequently Violated Procedures and Trainings
Despite having well-established guidelines, some employees may still violate them, particularly when they feel the need to go above and beyond to provide exceptional service. This can result in frequent training and reprimands for the employee. As a supervisor, it is important to maintain a balance between supporting employee initiative and ensuring that all actions align with company policies.
For instance, a supervisor may frequently have to advise an employee on their job responsibilities and the correct procedures to follow. This could indicate that the employee is unaware or has a misguided understanding of the company's policies. Consistent violations of these policies, even when done with the best intentions, can ultimately lead to disciplinary action.
Conclusion
In conclusion, while being friendly and courteous is a positive attribute in the airline industry, crossing the line into inappropriate behavior can have serious consequences. Companies must remain vigilant in enforcing their guidelines and providing consistent training to ensure that all employees understand what is expected of them. When violations occur, the appropriate disciplinary action should be taken to maintain a professional and efficient work environment.
It is important to note that getting fired is not a common or standard response to every violation of company policies. A warning, guidance, and retraining are often the first steps taken before disciplinary action is considered. However, repeated and significant violations, such as those involving unapproved accommodations or significant financial expenditures, can warrant termination.