[QUOTE=Dickhead]My friend was assistant manager of the Durango, Colorado airport. A Mexican gentleman who spoke no English got off the plane, thinking he was in Durango, Mexico. My friend is customer service oriented and also understands the difference between marginal cost and absorption cost so he immediately poor the nice, befuddled gentleman on a (sparsely loaded) plane to Durango, Mexico. He felt this was a good solution to a potentially serious business problem.
This act of kindness and customer service, which cost very little on a marginal basis (fuel was a dollar gallon then) earned him a week's suspension without pay and a reprimand that stayed in his personnel file for a year.[/QUOTE]I had the same thing happen to me twice, once a lady who spoke no English from the Philippines visiting her sister who she hadn't seen for 20 years was lost in Austin. I took time to dial the 800 babel number (an amazing device, it connects you to speakers of damn near every language on earth) and had them call the airport and make an announcement over the PA directing the lost none english speaking sister to our counter. I got my ass reamed for "wasting" time.
The other time was a diverted flight, LAX to IAD. Diverted to Harrisburg due to weather, this old Polish guy thinking he was in DC got off the plane and missed it when it took off. I was going to put him on the next flight, my boss made him pay.
Didn't take me long to figure out the corporate culture.
