Rebecca Ratcliffe was on this charter yesterday. When she came in before her charter I had edited her work with the building number in Everett. I also provided a map of pickup and drop off that I had received from the Boeing contact Chris Smith. Before Rebeccas charter, I called Chris Smith to confirm the building. I told her on her orders I included the building number, 40-88 as well as showed her pickup and drop off on the maps I had provided as this was a new run. John Alcorn was present and had just arrived from the first part of this charter. He also relayed to her this is where I picked up and dropped off when he overheard us.

Later in the afternoon I received a call from Brittany at Boston Coach asking where Rebecca was. I checked Samsara and she had a couple minutes until pickup and I had mentioned to Brittany she was outside the Boeing facility about to drive around. Brittany called back later asking where Rebecca was also wanting her contact number which had been given to her as well as Chris Smith had received it Friday when we had initially scheduled this move. (I will forward the emails regarding Chris Smith as well.) Brittany again called back and said that Rebecca had not shown up. I looked in Samsara and she did the loop around the Boeing plant and in fact did not go to building 40-88. At this time I had called Will over to help. I looked to see where Rebecca was at this point and she was in Redmond. I offered Brittany a new driver to come back up or Rebecca to turn around. She placed me on hold and came back and said it was okay, the employees would tak an alternative method. She was polite during this conversation. About 10 minutes later, I had received a call from Chris Smith the Boeing executive extremely irate, asking why his bus had not shown up, we were costing the company money, this could cost us this job, how could I not do my job properly. I told him we offered Brittany from Boston a new coach but advised it would take about an hour to get there. At this point I had determined after speaking with Will, Rebecca picked up random passengers from Boeing. Chris was not pleased at this solution and said an hour is not immediate you need to fix this. I told him I am doing everything I can and will touch base with him momentarily after I contact the driver.

During this time I stepped away from my desk and Will stepped in. Rebecca had dropped of the stray passengers at a a wrong location. Will advised her to go ahead and turn back around and try to make it to Everett in case anyone was still there. Chris Smith had called back at this point and Guy answered and he was adamant he speak with me after Guy told him I was unavailable. I spoke with him and he asked what solution we had come up with. I told him Rebecca was enroute but he said cancel her because everyone took Ubers home.

Rebecca returned to base and I asked what happened and she claimed because the building was not circled by my after our discussion that’s why she did not go there.

• Remedial training needed
• Manager Review