Coincidence led Romana Huber to the information desk of Austrian Airlines. She tells the “Krone” how she has endured having to listen to complaints every day for forty years.
“Kron”: Ms Huber, how did you get to the Austrian Airlines ticket counter and who is coming to you?
Romana Huber: I actually wanted to become a teacher and had already started studying. Then I saw a vacancy from Austrian Airlines and applied. Finally, I passed the test and told myself, I’m going to do it now. I am a supervisor at the ticket counter, which means that only passengers with problems come to me.
Which are these?
Delays, cancellations, strikes, volcanic eruptions. These are all annoying topics that usually involve costs.
How do you tolerate having only angry passengers in front of you all day long?
That’s a matter of attitude. I don’t care. I know some people need to express their frustration at that moment, and I am there and personifies the AUA for them. But I must say that 99 percent of the passengers are nice. But you remember exactly the small part that isn’t.
What do you mainly remember?
Only a few days ago an angry gentleman insulted me very violently. The man behind him then apologized for his behavior. Others threaten that if they don’t get a plane today, I would lose my job tomorrow because they know the board.
Do you feel sorry for passengers?
Some people do, so you go the extra mile. But there are also people who say they would miss a funeral. Then I look at the ticket, which was booked months ago, and I know that’s not right. One time a passenger asked us to take him to a certain restaurant in a wheelchair because he wasn’t happy with anyone there. We didn’t do that. (laughs)
Are passengers becoming more rude?
The inhibition threshold is lower and aggressiveness increases. Much more is needed. Many people have also lost the ability to greet.
Do you still suffer from something like this after work?
No, I can easily brush it off. And I’m still not afraid of people.
What was your worst experience?
Definitely the pandemic. It looked like the apocalypse. I’d rather have a hundred people in line wanting to complain than an empty airport. The assassination attempt in 1985 was also extremely depressing.
What do you need in your work?
Good nerves, a lot of humor and you have to love people.
Source: Krone
I’m Ben Stock, a journalist and author at Today Times Live. I specialize in economic news and have been working in the news industry for over five years. My experience spans from local journalism to international business reporting. In my career I’ve had the opportunity to interview some of the world’s leading economists and financial experts, giving me an insight into global trends that is unique among journalists.
