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FireFlyz | 51
more demanding responsibilities as an
Acting Station Manager and she cites her
exposure to people at various levels of the
chain for being able to handle difficult
situations with passengers.
As a stationmanager, passengers often
have to seek Shirley out to help them
solve tricky problems, and she admits
that the vast experience she has gained
over the years has shaped her into a more
composed and well-rounded person.
“Each situation requires a different
approach in handling problematic situ-
ations. In most cases, common sense is
a big help. If the passenger knows that I
have a genuine desire to help and I go out
of my way to solve their problems, they
feel satisfied. Difficult situations happen
quite often and they sometimes go on for
days on end. Sometimes we have a few in
one day … on really bad days.”
Surely, even themost composed person
would have blown up at one point or
another since there is only so much a
person can take? We probed Shirley to
share her most memorable “difficult”
passenger moment:
“Once, a well educated, well-travelled
and rather wealthy passenger came late
to the check-in counter, and the flight was
closed. He was shouting at the counter
because he had to be in Penang for an
important business meeting. My staff
called me because the situation was
getting out of hand; he was still shouting
and threatening to sue Firefly, and even
dropped our CEO’s name.
“I used the walkie-talkie in front of
him to check with the boarding gate staff
who confirmed that all passengers had
boarded and that the aircraft was taxiing
out to the runway.
“I calmly explained to him there was
no way the captain would turn around to
pick him. I then waited patiently for him
to vent out all his anger and frustrations
and I offered to put him on the next
available flight. He relented, but was still
very unhappy.
“ I found out later that he was in a bad
traffic crawl from the Federal Highway to
the Subang Airport road because of heavy
rain and hence the delayed arrival for his
flight. After that incident, he was always
punctual and we became friends.”
And indeed, it is through experiences
like this that life becomes interesting.
For Shirley, the thing she loves the most
about her job is how she never has the
same day – every day is different and
never boring.
“Some days, you will see a series
of flight delays and that calls for good
co-ordination with all departments …
Some days we have many staff members
falling sick and being absent from work,
making us very short handed. At other
times, we have to deal with complaints
from passengers due to flight delays and
the like. This job is never boring!”, she
adds, with a cheery laugh.
Whilst every day may be different,
she does still have some semblance of
a schedule, of course. A typical day in
Shirley’s shoes would encompass check-
ing staff attendance, flight schedules to
look for delays or incidents and to see to
passenger complaints, staff problems and
of course mishandled baggage.
With so much responsibility, we won-
dered if Shirley has any time for herself.
“I really love my work, so priorities
go to my job. When I am off, though, I
will spend quality time with my family,
especially my two grandchildren.”
Said grandchildren are a grandson aged
five and a granddaughter aged two, both
still relatively young, and very attached
to her.
On being a grandma, she has this to
say:
“It’s lovely to be grandparents, and my
husband and I tend to dote over them like
many other grandparents do. We are also
guilty of spoiling them a little. They do
not affect my work in any way, and on
days when I’m not working much of my
life revolves around them” she added,
recounting happy memories.
“I’m happy to be around them; they
bring a lot of joy to us and make my life
fuller.”
On the few occasions where she has an
off day and yet needs to check on things at
the office, Shirley wouldmake it a point to
bring her grandkids along. Kids being kids,
they are always thrilled at being able to
see so many planes and shops, especially
the candy shop, there.
As the interview was nearing an end,
we prompted Shirley for any last words:
“… It’s a good industry, providing a lot
of job opportunities to young people . But
most importantly, it’s that whatever job
we do, we must do it well and that calls
for discipline and good attitude.”
Well said, Shirley. Well said!
Shirley is all smiles as
she assists her counter
staff with a tourist.
Despite her busy
schedule, Shirley was
kind enough to pose
for a nice photo for us.