Airline chief warned after raging at check-in staff
Dean Kirby
September 23, 2009
A BUDGET airline boss launched a tirade at his own staff when he saw customers in a long queue at Manchester Airport.
But as he berated check-in workers, police stepped in and warned him about his angry outburst – even though he was being applauded by frustrated passengers.
Blasted
Jet2.com chief executive Philip Meeson blasted check-in staff when he saw the queue during an early-morning ‘spot-check’ visit to Terminal 1.
The tycoon blamed workers for not getting the queue moving – and was applauded by passengers for his outburst.
But police received a phone call saying that a man was being abusive to staff.
And officers went to the desk and warned him about his conduct and behaviour under the Public Order Act. A sign in that part of the terminal warns people that abusive behaviour towards staff will not be tolerated.
Today Mr Meeson, 61, defended his outburst – and praised the police officer who had spoken to him.
He told the M.E.N.: “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.”
Asked if he had been swearing during the incident, he said: “I think the odd swear word may have dropped out of my mouth. But I wasn’t swearing at anyone, just about life in general.”
He said passengers waiting to check in for flights at terminal 1 at 6.30am had applauded him s actions and added: “They were very pleased that I had come in and got the check-in going. I did apologise to them afterwards. They couldn’t understand why they weren’t being checked in.”
Mr Meeson said the police officer who spoke to him was ‘very professional’.
'Working hard'
He added: “We really want to give our customers a good experience and are working hard at that.”
Former RAF pilot Mr Meeson makes regular visits to airports to see if customer service meets the firm’s standards. He also regularly boards Jet2.com flights to see how the cabin crew treat their passengers.
He said he found a 60m-long queue when he went into the terminal at 6.30am on Saturday after staying the night at an airport hotel.
Up to 220 passengers were checking in for a Jet2.com flight to Tenerife when Mr Meeson arrived at the terminal on Saturday.
A Jet2.com spokesman for the airline said: “Philip Meeson was at the airport on Saturday to ensure that check-in was running smoothly.
He is very involved in the business at all levels and never more so than when he feels customer service is not up to scratch.
“On Saturday he felt Jet2.com was not delivering the excellent customer service that the airline strives to achieve and that customers were not being treated as well as they might.
“He admits he was angry, but is passionate about good levels of customer service right the way through the Jet2.com experience, although he apologises if any offence was caused on the day.”
Greater Manchester Police said: “Shortly after 7.35am on Saturday, Police were called to the check-in area at Terminal 1 following reports that a man was being abusive to staff.
'Conduct'
"Officers attended and warned the man about his future conduct and behaviour under the Public Order Act.”
Mr Meeson, who has been British aerobatic champion five times, is listed in the Sunday Times Rich List.
He hit the headlines in 2006 when he blasted the French as ‘lazy frogs’ after an air traffic control dispute grounded flights to Britain.
His comment was described as ‘unacceptable’ at the time by the French air traffic controllers’ union.
Jet2.com operates 25 routes from the airport.
(Manchester Evening News)
Dean Kirby
September 23, 2009
A BUDGET airline boss launched a tirade at his own staff when he saw customers in a long queue at Manchester Airport.
But as he berated check-in workers, police stepped in and warned him about his angry outburst – even though he was being applauded by frustrated passengers.
Blasted
Jet2.com chief executive Philip Meeson blasted check-in staff when he saw the queue during an early-morning ‘spot-check’ visit to Terminal 1.
The tycoon blamed workers for not getting the queue moving – and was applauded by passengers for his outburst.
But police received a phone call saying that a man was being abusive to staff.
And officers went to the desk and warned him about his conduct and behaviour under the Public Order Act. A sign in that part of the terminal warns people that abusive behaviour towards staff will not be tolerated.
Today Mr Meeson, 61, defended his outburst – and praised the police officer who had spoken to him.
He told the M.E.N.: “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.”
Asked if he had been swearing during the incident, he said: “I think the odd swear word may have dropped out of my mouth. But I wasn’t swearing at anyone, just about life in general.”
He said passengers waiting to check in for flights at terminal 1 at 6.30am had applauded him s actions and added: “They were very pleased that I had come in and got the check-in going. I did apologise to them afterwards. They couldn’t understand why they weren’t being checked in.”
Mr Meeson said the police officer who spoke to him was ‘very professional’.
'Working hard'
He added: “We really want to give our customers a good experience and are working hard at that.”
Former RAF pilot Mr Meeson makes regular visits to airports to see if customer service meets the firm’s standards. He also regularly boards Jet2.com flights to see how the cabin crew treat their passengers.
He said he found a 60m-long queue when he went into the terminal at 6.30am on Saturday after staying the night at an airport hotel.
Up to 220 passengers were checking in for a Jet2.com flight to Tenerife when Mr Meeson arrived at the terminal on Saturday.
A Jet2.com spokesman for the airline said: “Philip Meeson was at the airport on Saturday to ensure that check-in was running smoothly.
He is very involved in the business at all levels and never more so than when he feels customer service is not up to scratch.
“On Saturday he felt Jet2.com was not delivering the excellent customer service that the airline strives to achieve and that customers were not being treated as well as they might.
“He admits he was angry, but is passionate about good levels of customer service right the way through the Jet2.com experience, although he apologises if any offence was caused on the day.”
Greater Manchester Police said: “Shortly after 7.35am on Saturday, Police were called to the check-in area at Terminal 1 following reports that a man was being abusive to staff.
'Conduct'
"Officers attended and warned the man about his future conduct and behaviour under the Public Order Act.”
Mr Meeson, who has been British aerobatic champion five times, is listed in the Sunday Times Rich List.
He hit the headlines in 2006 when he blasted the French as ‘lazy frogs’ after an air traffic control dispute grounded flights to Britain.
His comment was described as ‘unacceptable’ at the time by the French air traffic controllers’ union.
Jet2.com operates 25 routes from the airport.
(Manchester Evening News)
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