Has everyone watched the new show this season Pan Am? Although not a documentary, it glorifies the flight attendant (or shall I say stewardess) job in a way that makes the general public think there is actually glory to be found in that job. That may have been true back in the days when dinosaurs roamed the earth, but believe me when I say those days are long gone. If some of you may remember, flying as a passenger back then was also glorified. It was a pleasure and a luxury to fly away somewhere headed on an adventure. Flying was actually part of the adventure. Now, flying is the pain you endure trying to get somewhere that you don't have time to drive to.
When people reflect on the changes that have overcome the airline industry in just the last decade, they forget that those changes have affected the flight crews and the customer service (I use this term loosely) agents too. They have actually had a bigger effect on them if you get down to it, which I am going to do.
People are dreadfully aware these days that the level of customer service (again...lightly) and the way in which flight crews interact with them has changed. While I do not condone rude behavior or a crappy attitude while dealing with customers, I think there are times when our human nature can only take so much.
When a passenger has been delayed, re-routed, charged extra for bags, charged for a soda, squished into a seat 2 sizes too small and kicked in the back by an unruly child, he tends to get a little irritable, and it shows, because someone can only take so much. Well, guess what? The flight crews can only take so much too. Now, I know you think "It's their job, they get paid to put up with this". Guess again. Their job is to get you safely to your destination while doing their job the best way possible with the tools they are given by their employer. These flight crews are also human and can only take so much. They too get delayed, re-routed, and squished into a seat 2 sizes too small, but they have to do it for several flights a day, and they are expected to wait on you, the passenger with a smile and a gracious "I'm sorry" when the aircraft is broken or the weather is bad or the food is cold or the guy sitting next to you smells. They also have to adhere to safety standards and regulations and procedures that the general public doesn't even begin to understand. That is their real job. They just listen to your crap and try to make you comfy while they are taking responsibility for your life while on their flight. No one ever thinks of the "behind the scenes" stuff and the extensive training that all flight crews go through before they have the privilege of babysitting people who become automatically helpless the minute they get on an airplane.
If your flight is cancelled for weather it is because the pilot has been trained to know better than to fly around in dangerous conditions and put your life at risk. Maybe you should thank him or her for that instead of complaining about being late. If your baby stroller and your kitchen sink is taken from you on the jetway and put underneath the plane, again, thank them instead of complaining. Now, if the aircraft experiences turbulence the chance of you being killed by a flying baby stroller have been exponentially decreased. If you are told to put away your laptop upon take-off and landing, shut up and do it. And do it the first time you are asked because the flight crew has much more important things to do than keep re-checking to see if you can perform adult tasks.
Something else that you might not know is that these same flight crews are now doing their jobs with only half the pay they used to get prior to 9/11, without their pension plan that they were hired with, and with no guarantee their job will be there for them tomorrow. So next time you fly somewhere, try to do so with a positive attitude and an appreciation for the people that are working hard to get you where you want to be, safe and sound.
The customer service agents and the flight crews are the ones you see on the front line, but they aren't the ones responsible for the problems you encounter while flying these days. Just like the soldiers on the front line of war, they didn't start the war, they are just doing their jobs. The blame starts at the top.
I can rant when someone pushes my buttons!!
Very nicely written Annie. I love how you evaluated each situation. You're right, it's not the crew's fault if you're assigned to a seat too small for you or a delay in flight because of a bad weather.
Posted by: Halley | Business Card Design | 07 October 2011 at 01:08
Seems like one would be "gruntled" until the reach a state of be "disgruntled". ;-)
Posted by: STYBNK | 07 October 2011 at 07:56
I can't remember which but they either don't get paid until their feet hits the airplane or when the plane takes off. I don't really remember which one it was, and it actually may be dependent on the airline. Imagine if you were babysitting for free?!?!
Posted by: MsKatrina | 01 November 2011 at 04:29