Well, I am back from a week-long and much-needed vacation. We went to the Seattle area for a semi-family reunion, and to celebrate my aunt's 60th birthday. While this week of vacation has provided many, many topics to blog about, I will start with the one that was an issue at the beginning of the trip and at the end. Flight Attendants.
Is it my imagination or have flight attendants become increasingly more surly in recent years? I remember a time when flight attendants welcomed each passenger on board with a smile and an offer of assistance, if needed. They would serve drinks with a smile and work to insure your flight was as comfortable as possible. They stopped to talk to kids, brought coloring books or wings to them and chatted with you while you were waiting for the bathroom.
On my last few trips, I have noticed that this is all gone. I know flight attendants are not really there to cater to the desires and comfort of passengers, they are there for our safety. Yeah, yeah, yeah, whatever. But shouldn't they at least try to be nice? Flight attendants are the most prominent face of the airline. Along with ticketing agents (who have always been surly, in my opinion), flight attendants are the people the public associates with the airline. Shouldn't this post command that they be friendly to their customers?
On my two long flights from Chicago to Seattle and Seattle to Chicago, I did not encounter a single friendly flight attendant. (I am not counting the Peoria-Chicago "hop" because they don't even have a chance to interact during that flight). On the way to Seattle, I needed four ounces of water in my son's bottle to mix with formula. I asked the flight attendant when she offered me a drink and she sighed and said "right now?" Yes, right now. Aren't you serving drinks to other passengers? I would like a Diet Coke and my kid would like four ounces of bottled water. If it makes you feel better, you can put it in a little plastic cup. Why is that so hard? So, she splashed some water in the bottle and handed it back to me. It had six and a half ounces of water in it. I figured I better not complain, so I drank two and a half ounces out of it before mixing the formula.
Even though I was travelling alone with a baby, not one flight attendant offered to help me. One flight attendant snapped at me when I asked her to tag my stroller for checking before entering the airplane. It was not her job, after all. Another flight attendant did not believe me when I said I had my seatbelt on and made me move my peacefully sleeping child off my lap to show her the seatbelt.
On the way back, one of the flight attendants was a retired Seattle cop (he had a pin proclaiming him as such). Maybe I'm wrong, but I just don't think retired cops should be flight attendants. He was not a happy camper. He got pissed when I didn't have correct change for the snack box (which costs $5 on United). I had a $20 bill. I would think that if you are going to charge $5 for something on an airplane, perhaps you out to have A LOT of change with you. Most people who get cash before travelling get $20s. Everything on the plane is $5 (food, beer, alcohol, wine). Then he got mad because I couldn't hand him my garbage while feeding my son.
I wanted to be a flight attendant when I was a little kid - I loved to travel and thought it would be a great way to see the world. My dad urged me to reconsider because, as he put it, "You would have to be nice to everyone, all of the time." I agreed this would be too hard for me and chose a different career path.
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26 comments:
First of all, it's funny you wrote this for two reasons. First of all, we somehow ended up on the same plane out of Peoria (that was odd). 2nd, on the way back to Chicago at the end of my trip there was a single mother with two children in two. She asked for exactly 4oz of water in her baby bottle. You know what she got? Exactly 4oz of water from a super nice flight attendant.
On the other hand, I recall when my son was younger and he puked multiple times all over me, my wife and anyone and everything within a five foot circle. You think the flight attendants gave a rats ass? Nope! As it was winter we were wearing multiple layers and slowly we all stripped down using each successive layer to clean him and us up.
PH: "My dad urged me to reconsider because, as he put it, "You would have to be nice to everyone, all of the time." I agreed this would be too hard for me and chose a different career path."
Aren't you admitting that it's an impossible job? I'm going to take the opinion that flight attendants mirror society in general. Most are generally nice people, but there are some real asses out there.
For the sake of argument, I'll throw this out- depending on how strong their union is, it could be hard for the airline to fire them for being an ass.
It was weird that we were on the same plane flying to Chicago.
And I am not admitting that is an impossible job - just a job I wouldn't like because I would have to be nice to people all the time. I am not good at being nice all of the time. On the other hand, there are a lot of people in this world who can be nice all of the time.
Certainly in my profession, being nice is not one of the top ten attributes. But I think it should be for flight attendants because they are essentially customer service agents. I think there should be a higher percentage of nice people in these jobs. Of course, we all know that some of the rudest people in the world work in customer service, so you can see how far my opinion goes.
For the record, I recognized you from your t-shirt. The one that read "I'm pointlessly hypertechnical. Got a problem with that!?"
Fly Southwest. They don't have IFE, or assigned seats but they're nice people - they actually like having you along with them. Cheers
Two things:
If you have an infant you should have anticipated the needs of your child and packed accordingly.
It's not the flight attendant's problem to figure out 4 ounces of water.
Are your breasts broken? Formula sucks!
I'd say that flight attendant surliness has grown in proportion to passenger surliness over the years.
Their surliness might have something to do with the fact that they now view every passenger as a potential terrorist.
Or maybe the surliness also comes from the fact that passengers want lower and lower fares, which means lower and lower paychecks and more responsibilities for flight attendants. This also means less amenities onboard (snacks, drinks, coloring books, kiddie wings). Costs are cut left and right because passengers want lower fares. This also means that jobs are cut - which means that each flight attendant now has to pick up the slack for people that no longer exist. In between flights, many airlines require flight attendants to clean the cabin, search for trash in the seatback pockets, scrape Oreos and Fruit Loops out of the carpet, neaten up the seats, and cross all the seatbelts; also restock all of the galley supplies, beverages, and snacks - this is between flights, when they aren't getting paid.
People don't realize that Flight Attendants generally ONLY get paid when the door to the plane is closed. So all that time when you're boarding, expecting the flight attendant to lift your Volkswagen sized "carryons" for you, and miraculously find a place for your strollers, wheelchairs, and all the souvenirs you got at Disney World, while playing Mary Poppins to your 17 children - one of whom is apparently a Gremlin and can't have too much water - yes, it's annoying to the flight attendant. Because they've been at work for 11 hours, haven't had a break yet, landed 20 minutes ago and had to work the whole time, unpaid, just to get the plane ready for you and your (apparently extremely high maintenance) 4-ounce children. They probably haven't even had time to pee in the last 6 hours.
And because you passengers wanted lower fares, which caused more jobs and more amenities to be cut out of the picture, passengers now get annoyed if something takes an extra 5 minutes, or if they don't get the whole can of soda, or if there were only 12 peanuts in their bag instead of 14. Then they pass that frustration off onto the flight attendant, who's been taking it all day like a punching bag. Passengers really bring a large portion of this on themselves.
So before you expect someone who is treated like crap all day to treat you like royalty, try calling up your major airlines... and ask them to increase the fares. Yes, increase.
Tell them you want your flight attendants to be paid fairly for all of the work that they do. Tell them you want the average first year flight attendant to make more than $24K a year. Tell them you want a full can of soda, and a bigger bag of snacks, or a meal, as the case may be. Tell them you want more leg room, Internet access, and satellite TV. Tell them you want coloring books and plastic wings for your kids. Hell, tell them you want an onboard spa with free deep tissue massages for all I care...
But whatever it is you want, tell them that you're willing to pay for it. Then maybe you'll get it.
Yea, In case you were wondering... your blog was linked to a Flight Attendant message board... :)
Your complaints are no less valid. You paid for your ticket, and yes you should be treated kindly - it's something that all people need to remember, regardless of which side of that fence they may find themselves. Customers are not always right, but as a profession, despite the new pressures we face these days, we have to do the best that we can to take care of them, and make them feel comfortable – so for what’s its worth, on behalf of the Flight Attendants you encountered, I a Flight Attendant would like to sincerely apologize to you. I mean that – I’m not being sarcastic or anything. I am sorry you went through that, I hope the next time you fly – no matter whom you fly with – your experience is better. As a person, and a customer you deserve better.
Yes we're primarily there for your safety, though I'm somewhat dismayed but not entirely surprised at your, "yeah, yeah, yeah whatever" attitude. Passengers quickly forget that we were the first to die on 9/11 - that we are the last line of defense (though I count passengers being there to help me if I need them) between a crazed passenger and the flight deck - or another passenger. Regardless of your views on 9/11 and whether or not that scenario could happen again, I am here to tell you that passengers stand up on airplanes every day and attack flight attendants and other passengers. Some of them are "upset" and experiencing the latest craze in no-fault / no-responsibility public behavior known as, “air rage” while others are genuinely out of their gourds. If they’re not peeing on themselves because they’ve been told that no, they may not heave all 350lbs of their person out of their seat and risk being slammed into the other passengers during severe turbulence because they simply could not wait the 15 minutes left in the flight to use the restroom, then they’re punching a pregnant flight attendant in the stomach because she didn’t get his 5th drink quite fast enough., or they’re convinced that the little old man in front of them is the devil, and must be purged from the aircraft at once, or have decided that flying just isn’t for them, and are attempting to open the cabin door – at 41,000ft above the Earth etc etc, ad nausea and a TV show on bravo about a popular Airline and it’s more colorful interactions with “passengers”. Not to mention if someone drops dead of a heart attack – it’s the waiters and waitresses that will be bringing them back to life (hopefully and yes, I’ve been called “waiter”).
You see, not only is that aircraft more crowded than ever for you – it’s crowded for us too, and in a much less fun way that you’ve probably imagined. So the next time a Flight Attendant is surly to you, make it a point to be extra nice to them – smile, give eye contact, say rare and unheard of terms like, “Please” and “Thank You” and see if that helps. If not – write a letter! I know at my company, we take passenger complaints and commendations very seriously. Your letter will be read and responded to – personally – there are no form letters. If we do something wrong, tell us – if we do something right – PLEASE tell us! You have NO idea what it does to me, to be having a day like my colleague Brett (comment post above me) describes and then to have a passenger sincerely thank me for my service. I tell you I could go another 10 hours uphill both ways through Philly’s take-off queue (in the snow!) for compliments like that, so again – if we did something right, please tell us.
Again, I am sorry you experienced that. I can tell you that each and every Flight Attendant that reads this will take it in to account the next time we’re on the aircraft. I know I will.
In Sincerity and Service,
Ray
A Flight Attendant for a “Major” Airline
From what the poster described above, the flight attendant job sounds awful. I do not know why anyone would do it.
It makes me wonder though, if working for the airlines are so awful, how do they keep getting staff? It just seems to me that if applications drastically decreased and present staff left in droves, the airlines would have no choice but to raise the salary and improve the working conditions.
I think it is not going to make a difference just having unions and doing the job but complaining. Unfortunately, this kind of change would mean that present staff would not be around to appreciate the changes.
Dippydawg ... I see where you're coming from, but your response to this post just makes me want to put bricks in my carry-on luggage and give all my kids ipecac before boarding the plane ... just to make your life a little MORE unpleasant. If you're THAT bitter, you really need to look at a new career.
Ray, on the other hand - well said, sir.
Dippy's frustration is real and valid, thank you very much Knight - but if we can't lift your carry-on we'll be happy to check it to your next destination for ya. :D
For the person that posted after me: I listed the more daunted experiences of be a Flight Attendant, but there are some wonderful things too:
Being there when a Baby is born - I haven't but I can imagine it's a pretty amazing thing, and aparently it happens a lot.
Comforting someone who's on their way to funeral. I had a women going to bury her husband who was killed in the war. Just holding her hand, and hugging her meant a lot to both of us.
Celebrating someone's birthday, young and old.
Having couples onboard who've been married more than twice my age, or nearly that. Also having newlyweds onboard.
Meeting young kids that are curious about the airplane, and the experience. I have met FAR more awesome kids than cranky ones, and I never think bad about the cranky kids, traveling is hard enough to us adults, imagine if you're 7?
Meeting people that still want to do the job. I LOVE answering questions about being a Flight Attendant, because I love my job.
Cheers to all!
Ray
Knight in dragonland...
Go ahead pack those bricks.
You're the one putting the bag in the overhead and please DO GIVE YOUR KIDS something as awful as ipecac.
You win Parent of the year.
I'm not sure who you'll be spiting by making your kids sick and pukey.
Flight Attendants don't clean up body waste.
Knight in Dragonland..
I'm not that bitter at all. My thought was simply that such a post should be replied to with one of equal fervor. Obviously my post bothered you, probably just about as much as the original post bothered the general group of flight attendants that read this post.
But if my comments make you feel like abusing your children, then so be it. If my comments make you feel like packing bricks in your suitcase - go right ahead. First of all, I'd love to be a fly in the wall when TSA questions you for that one. Second, I'm STILL not picking it up for you, 100 pounds, or 1 ounce.
If you really feel that, just because you didn't like the tone of my post, that it's a valid response to do something to me just to make my day more unpleasant, then thank you - you're just validating what I said about people treating others like crap for no good reason, which causes good, hard working flight attendants to act less like June Cleaver and more like Joan Crawford.
And to Nicole - you're right. It can be awful. If you have a very thick skin, it can also be very fun. People sign up for the job anticipating the glamour that everyone thinks is associated with it. It's a great chance to start a whole new life. You get to travel everywhere, and the travel benefits (can be) amazing.... if you have time to use them. The turnover in this industry is shocking, because so many people think they can cut it, and then last no more than 2 months on the line. It takes a very special kind of person to be a flight attendant, and last. The job can be completely amazing.
---
I echo all of Ray's comments, make no mistake. But if you couldn't see that my tone was meant to match the tone of the original post, then maybe you should take it how you read it.
Also, Matthew (Knight in Dragonland)....
I can't help but realize the hilarious irony, that on your profile page, you list "child advocacy" as one of your interests...then joke about poisoning them with ipecac so they throw up on the plane.
Points to you!
I understand that sarcasm doesn't carry through very well on the internet, but I thought my statements were pretty clearly sarcastic. If you actually think that I would give my kids ipecac, then you are completely and absolutely retarded.
The POINT was ... it IS your job to be nice, or at least to show a minimum level of courtesy. Being whiny and bitchy about what's obviously a part of your job only makes me want to make your life more miserable. I would never actually carry through on that impulse, but your crabby attitude makes me WANT to.
I think all commenters have good points. However, I stand by my first comment, which was "Aren't They Supposed to be Nice?" Everyone has bad days at work, but I think it is important to not let the bad effect your attitude during the not bad times.
To the anonymous commenter who asked if my breasts were broken, I found that to be a very thoughtless and distasteful comment. I do not discuss my breastfeeding decisions in a public forum to protect my privacy and my son's privacy. If you really want an answer, you can email me.
But consider these comments first. Before you comment on a mother's decision to breastfeed or not, you need to really think about how personal such a decision is. Women do not breastfeed for a variety of reasons, some of which are intensely personal. For example, if the child is adopted, it would not be possible to breastfeed. In some cases, either the mother or the child has biological or medical reasons they cannot breastfeed.
Also, the need for 4 ounces of water may also have a specific reason. Perhaps there are medical reasons it needs to be exactly four ounces of water and mixed very carefully. And I shouldn't have to remind a bunch of flight attendants that passengers are not allowed to bring water in containers through security.
I don't want to turn this into a breastfeeding debate. But if there is anyone else out there who really feels the need to discuss my decisions about my breastfeeding or not, please email me. I dare you. But, be ready to stick your foot in your mouth.
The percentage of women that cannot medically breastfeed is miniscule. I find that most women just can't be bothered and you seem like the type. If a child is adopted the mom can choose to induce lactation. Anyone can choose to breastfeed if they try hard enough. There are so many resources out there available to moms that there really is no excuse not to unless your breasts are broken or have fallen off.
Most women are too caught up in themselves to stick with breastfeeding. It's hard work at times but it's the best thing you can give your child.
As for the 4 ounces, anticipate the needs of your child. If it's medically necessary for YOUR child to have 4 ounces of water then it's in your best interest to travel with a measuring cup.
Excuse me while I go tell my wife what a lazy worthless self-centered bitch she is because she didn't breastfeed our children. It's a miracle that they survived.
PI,
Someone has to tell her. Come to think of it she probably already knows it and suffers a bit of guilt.
Ms PH,
You can stand by that question if you wish, but I'll pose one to you:
"Aren't Passengers supposed to be nice people?"
here's another one:
"What happened to being pleasant, and saying things like, "Please" and "Thank You"?
Oh and:
"Why aren't passengers nice these days... Aren't they supposed to be nice to us? Aren't the supposed to be happy to be here?"
:)
Ray
Hey, Ray -
This sounds like comments my waitstaff used to say: "What happened to being pleasant, and saying things like, "Please" and "Thank You"?"
And Anonymous, my lord, what is with the breast feeding fixation? Your mom bottle feed you Mescal and now you're are having detachment issues? Give it rest.
Hmmm.. as to the comment about bringing a measuring cup... the last I remember, bottles have ounce markings on them.
PH, sorry your innocent blog entry has been subject to such vitriol.
As for the not caring mentality of flight attendants, you were just unlucky on that flight. I had my share of aiding NICE parents with their babies, from vomit to the #2. Although they did most of the work! I was there. You were probably mean to someone, lol and they blacklisted you.
These days the problem is that most people do not respect flight attendants. When they see you in uniform they see soda/juice/water and snacks. We are firefighters, nurses, janitors, bartenders, food servers, police (handcuffs only), customer service personnel, and more!
I am always nice but I can not tell you how many times my kindness is met with rude requests. No please, no thankyou. No class and no manners having passengers. When I get that I know to wipe the smile off and give that passenger a taste of their own.
Furthermore, this day and age if you don't pay for a first class ticket don't expect first class service. There are at Least 100 more people we need to worry about. Your chartered flight was cancelled darling.
No one really pays attention to safety demos and the exit row occupants are more interested in the tv/magazine when you brief them.
Flight attendant call buttons are used to order drinks and snacks! I really wonder what will happen in the event someone is choking or having a heart attack.
With the low fares these days people really expect the world and think the flight attendants can give it to them on their tray table. Even though they do not have a first class ticket, there are always a few passengers that think they are royalty. Rules do not apply to them.
I ALWAYS HELP OUT A MOM/DAD IN NEED...who knows what events took place prior to arriving at the airport HOWEVER,
We do not advertise milk for your child on the flight. The milk is for the 60+ orders of coffee we get.
Discipline your kids, you know, the little devils that are standing in the seat and kicking someone's seat back.
Oh, and little Tommy shouldn't play with his food by smearing it into the carpet!
Make sure you buy a pillow, a blanket, and bottled water prior to boarding. After all you can afford it because of the discounted fare. Plus, you don't want to know how filthy they are.
Get in, sit down, buckle up and SHUT UP. try not to say anything stupid to the flight attendant to get yourself and travel partners kicked off.
Don't forget to stow your baggage. And yes your Gucci, Prada, Chanel or Louis Vuitton bag has to go under the seat too (AND the BABY BAG)...preferably without you rolling your eyes at me. If you don't put it then I hope you trip on it and get crushed in the event we need to evacuate. There's a greater chance I will make it home safe and sound to enjoy my designer bags. I sit right next to the exit :). Or, we can return to the gate for your non compliance, it is a safety issue and also your seat back should be up, if you don't know why these things are crucial you are an idiot and should consider a road trip next time.
If you are nice, we will be nice.
I'm here for your safety and for the safety of others around you.
If you can not lift your bag, we will not lift it, IT WILL BE CHECKED. Next time pack light or check it in.
We will smile and wish you a pleasant day upon deplaning but if you were a pain in the butt and almost caused a diversion to another city...just make sure you wear your seat belt in the car while headed to yout final destination!
Oh, and make sure you leave your work address so that we can come to your job with attitude to bother you and tell you how to do your job.
For those passengers that are courteous and understand that our job is not as easy as it looks, that pack necessities as if they are girl/boy scouts just in case, that wait for us to finish our service or trash collection before heading to the lavatory or walking the baby, that order extra drinks and say "when u have time" and actually mean it, that smile and empathize when we have a rough flight, that write in not only negative letters but compliments as well, THANK YOU SO MUCH and Enjoy Your Flight!
Fly Safe Fellow FAs
There is a way to be nicely rude, when necessary, master it! And smile!
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