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Another Incompetent Virgin Atlantic Manager
Having sent Bart’s performance review to his manager on 28th December, I expected to hear from her fairly quickly. Not having heard anything after a few days I sent a second email but still received no reply.
Some days later I spoke with my own manager and said I was concerned at not having heard from her. As with all twelve performance reviews I had written from home, he had been copied in (this was my original manager).
He advised me to send an email to her manager which I did.
The following comes from evidence submitted as part of my appeal;
Included in documentation received from cabin crew manager Lana who conducted the first investigation, I received the following email. It was from Bart’s manager to her manager;
A couple of weeks after flying with Bart I sent this same manager another email. It followed a flight I did with a different crew member in her team. Not having received a reply yet again, I sent a second email which can be seen below. I never heard back from her in response to either email.
You may remember senior manager xx asked during the appeal meeting if I had considered asking Bart’s manager to deliver his performance review. This time I had spoken in depth to the crew member face to face as I always had done previously and was following up with her manager.
I had told her I was going to ask her manager to try and arrange for her to work in Upper Class on her next three flights. I did that in my first email.
I’ve re typed the email I sent because in its original format the font was too small to read;
Hi Crew Manager,
I emailed you the other day regarding zz to ask if it would be possible to work her next three flights in Upper Class to gain some experience.
I haven’t heard back from you so wanted to check you received my email?
Zz had no idea about any aspect of the Upper Class service when we boarded the aircraft. As upward feedback on me from another crew member confirms, I spent considerable time with her explaining every step of what to do when working in the cabin.
She gave it her best shot and tried very hard but her inexperience could not be disguised. I coached her continuously throughout both sectors and we spoke at length about the importance of working in that cabin more often.
Despite assuring me she would, I know how difficult it can be to secure a position in Upper Class so am hoping you may be able to help out?
Zz has a very senior payroll number so there’s going to be a time where she finds herself having to do the Upper Class galley. I can say without any doubt that were she to find herself in that position, she’d be in trouble.
Zz is a lovely person to work alongside and she’s great with customers. Despite that, she lacks the confidence and ability at this time to offer the standard of service that’s expected in Upper Class.
She told me she knows the Economy service inside out and back to front because she mainly works there.
With kind regards,
Having looked at my performance scores for this flight from Voice of Customer questionnaires, I saw we received a “good” from two customers in Upper Class.
Having made a negative comment on the Virgin Atlantic discussion forum about the Voice of Customer programme and the fact it was being used for crew performance purposes, I received an email from the manager responsible for setting up the programme. He invited me to meet with him to discuss the matter further.
The following screenshot is my reply;
Lana is the crew manager who conducted the initial investigation into Bart’s complaint. She concluded there was a case to answer. It was then passed to cabin crew manager Hayley to deal with the grievance investigation.
The following screenshot comes from documentation I sent to her as part of my defence;
Just before I close this chapter of my blog, I want to share this screenshot with you from Bart’s complaint;
Considering the apparent length of that opening announcement, T who was working as Cabin Service Supervisor in Economy plus several other members of crew had no recollection of it.
Knowing I was now dealing with a prolific liar, I contacted Virgin Atlantic Customer Relations. I asked them to look at the passenger manifest for our flight.
Having confirmed my identity with my manager, they told me there was nobody with those names sitting anywhere in the Upper Class cabin. Furthermore, the two customers sitting in those seats were female.
This also comes from Bart’s complaint. As you’ll see he’s an amazing crew member. Instead of carrying one torch with spare batteries which is a company requirement, he carries three torches.
He claims both encounters were witnessed by CSS Katrina but she never mentioned it in her witness statement. The answers she gave were brief and to the point but she closed with this statement;
Considering I had continuously accused Bart of being dishonest, crew manager Lana who compiled the questions for the witness statement could have spoken to Katrina and other members of the crew after receiving their statements.
It took her two months and ten days to complete her investigation. During that time she didn’t speak with any of them.
Crew manager Hayley who took six weeks to investigate the matter could also have spoken to the crew. She spoke to nobody.
Senior manager xx could also have questioned Bart and other members of the crew. During the period of almost eight weeks that it took her to complete her investigation, she didn’t speak to anyone.
It was my intention in chapter 4 of my blog to publish the performance review in full that I wrote on Bart along with his response. I’m now going to do that in chapter 5.
In chapter 4 I want to cover the incident that took place between myself and a director at Virgin Atlantic.
I want to do that to show how minor the incident was yet senior manager xx used the opportunity to serve me with a second final written warning.
The entire matter can be covered in one chapter. I can then return to the grievance raised against me by Bart. There’s still so much hatred from him, anna and Ven that I haven’t yet shared.
Earlier on I mentioned something that Bart, Anna and Mia accused me of in the hotel lobby in Atlanta. I said I’d come back to it but haven’t had the chance. I’ll talk about that in chapter 5.
To kick chapter 4 off I’m going to also explain why I believe senior manager xx was so determined to push me out of Virgin Atlantic.