High Horses - Aviation High

Have you ever loved a job so much that going to work didn't always feel like work? I know, I know. Some of you are probably wondering what magical unicorn workplace I'm talking about, because most people are just trying to survive until Friday. But every once in a while, you find a job where you genuinely enjoy what you do, you're good at it, and your coworkers become a second family. That's exactly what Jane had found working at a small airport. Not the kind where you're standing in a security line with your shoes in your hand, praying your suitcase isn't three pounds overweight. This was the VIP side of aviation, where private planes came and went, and excellent customer service was part of the experience. Fancy, right? No fighting over armrests or wondering why someone thought bringing tuna salad onto an airplane was a good idea.

Jane worked with a small team of about fifteen employees, and she absolutely loved it. She was friendly, outgoing, and genuinely enjoyed interacting with customers. Customer service was her forte, and she knew it. The atmosphere was fun, the coworkers were wonderful, and the place felt like a second home. Well, except for the general manager. You know those bosses who seem to believe their job title comes with a crown, a throne, and a permanent seat on a very high horse? Yeah, one of THOSE. I'm not sure how he managed to get through the airport doors with that horse, but apparently, he found a way. Still, Jane wasn't going to let one person ruin a job she genuinely enjoyed.

Now, Jane wasn't a perfect employee. Who is? She'd been called into the GM's office once before because she kept forgetting to scan important paperwork at the end of her shift. These documents needed to be available for management and corporate to review, so yes, it was an important responsibility. Jane acknowledged the mistake, corrected the problem, and moved on. That's what you're supposed to do when you make a mistake, right? Take responsibility, fix it, and learn from it. No dramatic courtroom defense required. Just scan the freaking paperwork!

Some time later, Jane took approximately a month of medical leave. When she returned, she was looking forward to getting back into her routine and seeing her coworkers. Instead, she was called into the GM's office for a second time. Considering her previous experience, this probably wasn't her favorite place to visit, but she certainly wasn't expecting what came next. The GM informed her that a customer had written a terrible review about her, claiming she'd been rude, used profanity, and treated him with more disrespect than he'd ever experienced.

Wait. WHAT?!

Jane was stunned. She knew she hadn't behaved the way this customer was describing. Being friendly and providing good customer service was something she took pride in, so hearing herself described as rude and disrespectful was completely out of character. But the GM wasn't finished. He explained that he'd reviewed camera footage, which partially supported the customer's story, and had personally contacted the customer for additional details. Apparently, the customer's account was brutal. Jane hadn't seen the review, hadn't seen the footage, and had no idea what interaction was being described in such an awful way. All she had was the GM's explanation of what supposedly happened. At this point, she probably could have used a replay button, some popcorn, and a narrator, because apparently there was an entire dramatic production starring Jane that she didn't even remember auditioning for.

And just like that, Jane was fired.

From a job she loved. From a workplace where her coworkers felt like family. All because of an incident she didn't recognize and accusations she knew didn't reflect her behavior. She wasn't given a meaningful opportunity to explain her side, and she walked out of that office with more questions than answers. So much for easing back into work after medical leave. Most people get a welcome-back conversation. Jane got a surprise career change.

Now, I'm certainly not suggesting businesses should ignore customer complaints. Quite the opposite! If someone receives terrible service, they absolutely deserve to have their concerns addressed. But shouldn't there be a little room for both sides of the story? Especially when someone's livelihood is at stake? What exactly did that camera footage show? What did it mean that it only partially supported the complaint? And wouldn't it have been worth allowing Jane to respond before making a decision that would change her life? I'm not asking for a full episode of CSI: Private Aviation here, but a little investigation with both sides present doesn't seem unreasonable.

The truth is, Jane never learned what the customer actually said or what the footage supposedly proved. Maybe the GM had information she didn't. Maybe there was a misunderstanding somewhere along the way. She'll probably never know. What she does know is that she returned from medical leave expecting to get back to a job she loved and instead walked away unemployed, accused of behaving in a way she knew wasn't true.

And let's not sugarcoat it. That's a really shitty situation. Losing a job you love over something you don't believe you did isn't funny. Having your character questioned without feeling heard isn't funny either. But sometimes, after the shock wears off and you've had your moment of wanting to scream into a pillow, you have two choices. You can let that experience follow you around like an unwanted piece of luggage, or you can find a little humor in the absurdity, pick up your bags, and head toward the next departure gate. Humor doesn't erase what happened, and it certainly doesn't make it right. But it can make a difficult experience a little easier to carry while you move toward something better.

Jane may never know exactly what happened in that office or why the accusations were believed. But one thing is certain: one bad review doesn't have to become the final review of her life. There are other jobs, other opportunities, and hopefully a few managers whose horses are parked at a much more reasonable height.

Before you make a decision that could change someone's life, couldn't you at least hear them out?

Dude… Don't Be Rude.