Relationship between managers and common sense: it’s complicated

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At Amsterdam Schiphol airport, a woman and her husband check in for their flight to Athens. After going through security and some shopping they cheerfully make their way to the departure gate. Just before boarding they are suddenly stopped by a bright blue KLM uniform: ‘I’m terribly sorry but the flight is full. You cannot board.’

The couple is flabbergasted. It’s like having ordered dinner at a restaurant and seeing the waiter arriving with two empty plates, saying something like: ‘I’m terribly sorry but we just found out we have run out of food. Would you mind very much if I bring your coats?’

At Schiphol the couple is trying to get to grips with the situation when they see another bright blue uniform moving into their direction. Its voice says:

‘I have wonderful news for you.’

The couple doesn’t know what to think of this.

‘We managed to find a free seat in the business class.’

The uniform smiles brightly and looks as if she has just saved the couple’s life.

‘So, if I may ask, whom of you is going to fly?’

Did we hear this correctly? Let’s listen again: 
‘I have wonderful news for you. The chef had another look in the kitchen and found food for one person. So, if I may ask, which one of you can I serve dinner tonight?’

At the airport, the bright blue uniform is starting to lose its patience.

‘I’m terribly sorry but the plane is ready to depart, so can you please make up your mind? No worries, the person who stays in Amsterdam will be all right because my manager has kindly agreed to offer you a rebooking for tomorrow and a hotel room for tonight. All free of charge.’

But the couple shows itself to be passengers of a very ungrateful nature. ‘Actually,’ they say, ‘we would like to stay in Amsterdam together and fly together to Athens tomorrow.’

The KLM uniform turns into stainless steel. ‘I’m afraid I can’t do that. KLM has been very reasonable in this matter and you really can’t ask us to do the impossible. We will rebook one of you and offer you a hotel free of charge. But if neither of you is flying tonight, you have to buy a new ticket for Athens and pay for the hotel accommodation for one person.’

That does the trick. On the first night of their holiday, the man is in Athens while his wife stays at a Schiphol hotel. The following day they are reunited at Athens airport. (Mind you that if the stainless steel threat would not have done the trick with you, you are not just an ungrateful but also an impossible passenger).

Oh, and did I say that KLM paid denied boarding compensation? Without waiting for the passenger to go to court? Indeed, for one person only.

Ground staff are often blamed for an airline’s sloppiness and failures. That is usually not fair because they often just follow their ‘managers’ instructions. The type of guys many people know. Guys who often have difficulties seeing that passengers, aka human beings, are at the heart of their business. Guys who think in spreadsheets and bums on seats. And keep having trouble to imagine that two bums can be a couple and have a life.

The relationship between managers and common sense - it remains a complicated one.

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