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Galley Gossip: What is RIGHT with the airlines? (There's got to be something!)
When I was growing up, my parents taught me that traveling by airplane was a luxury, not a right, and it was a luxury I would not experience until I was 16 years old when I flew to Los Angeles, California with a high school friend (and her mother) on American Airlines for an exciting weekend getaway. I'll never forget that flight. Then, at 17, I flew to Santa Clara, California, to visit a boyfriend in college on Southwest Airlines. I'll never forget that flight, either. I couldn't even believe I was on it. Back then just being on the flight itself was an exciting experience, never mind the drinks and the food and the service, which I don't even remember. But I'm sure a can of coke and a bag of peanuts were involved.
What I remember most about those two flights was the awe of flying, of looking out the window at the tiny houses below as we climbed up, up, up, until the incredible view became obstructed by something even more magnificent, billowing clouds.
A few years ago I actually met a flight attendant whose very first trip by airplane was to airline headquarters for an interview for the airline he works for now. That flight took place at age of 21. Today, things have changed drastically in the aviation business, and not for the better, if you ask a passenger. Yet the flights are all full, and with more and more children traveling these days. That, alone, makes me wonder, has travel really gotten so bad? Or are our expectations skewed?
"I never got to travel," said my mother, a flight attendant, who started working for a major US carrier in 1997, three afters I had my wings pinned to my blue lapel. "My first flight was with your father to Hawaii, when I was 21, because your father got stationed there in the navy. I got to go home to Texas once - in three years. And because your father spent most of his time at sea, I spent many holidays alone. That's just the way it was. We couldn't afford to travel."
Now that I'm a flight attendant and have the opportunity to fly for free (in coach), I usually take along my two-year son, who has traveled once a month, at least, since he was born. I always get a kick out of watching him leaning against the window, tapping on the glass, as we fly in and out of the clouds, causing him to exclaim at the top of his lungs, "WOW!" I wonder if he'll grow up to appreciate the privilege of travel? I do hope that one day he realizes just how lucky he is. How lucky we all are to be able to get from point A to point B for just a few hundred dollars.
As someone who works for a major US carrier, someone who has to deal with the me me me first attitude of the flying public, passengers who expect something for nothing when fuel prices keep rising and ticket prices remain fairly low, I have to say, there's something wrong with THAT. There's something wrong when you can purchase a one way ticket from New York to Las Vegas for lower than a cab ride from New York's JFK international airport to Manhattan. NOT WHEN everyone and their mother (as well as the kids) are traveling on my flight.
Not that I mind that everyone and their mother (along with the kids) are aboard my flight, just the opposite, in fact. Especially when airlines are struggling to stay afloat, when airlines like Alitalia are on the verge of going out of business. However, it's not easy for me to listen to all the complaining about air travel, particularly about customer service. Seriously, I have hard time believing that flying is all that bad, no matter how much the airline charges per bag, how long the security lines, how small the seats, or how much it costs to purchase a sandwich, or how old the flight attendant. And why does the age of a flight attendant even matter? (This is the 2000's, is it not?)
After reading letters from readers who responded to the question, What's wrong with American Airlines? on the Dallas Morning News website, I am forced to pose the question, what is RIGHT with the airlines? I mean whatever happened to the glass is half full mentality? It seems like these days all people want to do is complain, complain about everything, particularly when it comes to bashing airlines and flight attendants. Come on now, there has to be SOMETHING good about air travel, right? 
Filed under: Galley Gossip
Reader Comments (Page 1 of 2)
Cap'n Rob Sep 25th 2008 10:23AM
I appreciate you perspective. I'm a pilot for a major airline, and have flown on air carriers throughout the world. I place much of the blame for weak customer service on transient upper management, who speak in platitudes about what they will do on their watch. When push comes to shove, they end up cutting wages and jobs. Meaning fewer front line employees (you and me), to do the real interfacing with passengers.
With that said, passengers and labor can also shoulder some of the blame. The media froths at the mouth for any story involving air travel, as it sells advertising. So, naturally, passengers are predisposed to be on edge when traveling. As a pilot it really bums me out to see kids staring at a seatback television, instead of out the window on takeoff or landing. Here I thought all the magic was happening outside.
Raymond Sep 25th 2008 10:59AM
Way to go Heather!
I am right there with ya! I remember as a kid freakin out because fire was spitting out of the engines of the old Martins! After almost 21yrs, I still look forward to my next flight (most of the time, if my layover was long enough to close my eyes that is). I still sit in the gate areas people watching and watching the planes take off and land. It will never stop amazing me. It HAS been a long hard few years, but I still try to make the best out of any situation. ( I know some of you are gaging at this point) Flying can still be great if you want it to be....slow down, enjoy whats going on around you, not what you think may be awaiting you!
Suzie Sep 25th 2008 10:49AM
THANK YOU, Heather!!! Very well said! I, too, work for an airline and am very tired of hearing all the complaints. Yes, some of them are with merit, but most of them are not. Yes, I know that we have cut service. Yes, I know we added fees. But while everything else is going up such a high percentage people whine so much about the cost of air travel, which isn't nearly as high as it should be- obviously since so many airlines are in trouble right now. People are losing their jobs, and it is hurting families tremendously. Thanks for being brave enough to voice an opinion many of us hold. Truly appreciated!
As for your child appreciating air travel, I have the same concern. My kids are so used to it now that I always remind them how special it really is! It truly is a privilege. Thanks again!
Marvin S. Sep 25th 2008 10:50AM
I also remember being so fascinated by flying when I was a kid (in the '70s). I can remember when they would assign your seats by pulling stickers off of a template of the airplane and afixing it to your ticket. Somehow, air travel seemed less like bus travel back then.
The airlines do many things right and have a lot of good people working for them. They move a lot of people relatively inexpensively and safely. It doesn't help when the infrastructure they have to work with (airports, air traffic control) doesn't function efficiently.
JLM2278 Sep 25th 2008 11:07AM
What I love about flying:
1. I am going some where; I am out of the house and going some where!
2. The other passengers, I love to make up stories about all of them and I even make up a few about me if I am not going some place as exciting as I would like.
3. Take off – we are on our way.
4. Reading where else can I put on my head phones and read for hours with interruption.
5. Landing, I love the thrill of arrival.
6. The flight home, no matter where I am or how long I have been there I always look forward to flight home.
7. Thinking about where I am going next.
Yes, I have had bad flights and long layovers. I carry extra books, I now pack snacks and I have been known to bring my own Diet Cokes (purchased after security) if flying a non Coca-Cola carrying airline. I have a full Ipod with songs, movies, TV shoes and on the return pictures of where I have been. I love to travel and the only way I can is on sale fares. I know the airlines are not making money on my ticket. What good does it do to complain about the drinks, snacks and the little middle seat I usually end up in the flight attendant has no control over any of that.
Yes, it is harder to travel now. Yes, I have to pack lighter and supply my own food. Will it make me stop traveling? No, the thrill of the next place on my must see list is waiting and the only way to get there is on a plane.
Look for me in the waiting area of your next flight with a bag that has everything but a kitchen sink it and smiling I may have just made up a great story about where you are going.
Heather Sep 25th 2008 11:45AM
The thing that is "right" about the airline industry is making cross country/international travel affordable.
But this is a dual edged sword because it seems like the airline's representatives feel that this is ALL they have to do. It seems as though you constantly get an attitude for legitimate requests. How about when flights are cancelled, cheerfully getting me on the next flight (whether it's with your airline or not?) How about cheerfully getting me a glass of juice because my diabetic husband's blood sugar is plummeting after running from one end of the airport to another for a connecting flight after the original flight was late? How about cheerfully greeting me when I come about a plane with my baby instead of rolling your eyes?
I realize I'm paying a good price for the flight. And kudos to the airline for making prices affordable for the average consumer.
But when the right price comes at the expense of decent customer service and basic civility, then there is a problem.
I feel sorry for the flight attendants and all those others who work for airlines who try to do the best job they can under difficult circumstances. But they would also do a little better to do some internal policing with their fellow employees who are the "bad apples" who spoil the barrel. Bad airline service has turned some "good customers" into "bad customers"--when you condition people to expect bad service and borderline belligerance from the staff, chance are you are going to get the same back from the customers.
Praj Alpa Sep 25th 2008 12:19PM
Flying is still fun for me. Bringing my own food has generally been the norm and bringing my own pillow isn't that much trouble. Paying for my first bag isn't a big deal either.
However, when I encounter an unfriendly flight attendant who can't help from sharing their bad mood, it makes an otherwise comfortable flight into an extremely annoying one.
Heather, you sound like a friendly flight attendant who is both professional and courteous despite rude passengers. Unfortunately, there are many flight attendants who aren't the same.
Mike G Sep 25th 2008 12:49PM
I think most people I've talked to have a problem with security more than with airlines or their personnel. A 2 hour security line at LAX because the TSA is doing full body searches of 80 year old grandmas and women with babies is just not right. It puts the traveler in a negative frame of mind before they get anywhere near the plane, to have to wait for long periods of time while clearly harmless people are subjected to elaborate searches. The current security procedures are very frustrating.
I think pilots and stewardesses do work hard and I always make an effort to be polite.
Frank Sep 25th 2008 5:40PM
Heather posts an article asking everyone what is RIGHT about the airlines and most of you, complain again. You not only complain, you BASH the profession of flight attendant....as usual.
What is right about the airlines? You've been able to FLY at rates that are LOWER then some fares over thirty years ago. Try driving a thousand miles in your car, at 4 dollars per gallon and your car travels 25 miles a gallon. That would cost you: $160.00 per thousand miles. Coast to coast roundtrip would be $960.
Anyone paying higher then that, lately? I think NOT.
Paul Davis Sep 25th 2008 7:18PM
I travel all the time weather flying myself or on the airlines. I always feel for the 2 people having to run up and down the ailes taking care of 160+ people. I try not to make any requests other than a can of pop. Looking out the window and watching the clouds is great but I love the take off and landing bits the best.
The one thing I really hate now days is the over booking and how unless I pay extra I don't know if I have a seat on the plane or not until it's too late. That generally keeps me on edge.
It's not the flight attendants fault or the pilots so I would never take it out on them. If it gets to much worse it just makes a better case to spend the 12 million my company spends on airfare and get a corporate jet.
Serb-Canadian in Cina Sep 27th 2008 6:04AM
Flight attendants the world over are mostly OK, except for male stewards on the mentioned Alitalia, who are attrociously offensive, as are their ground service personnel, and I personally will be happy if that airline goes out of business.
But most other companies male flight attendants and even Alitalia's female flight attendants are OK. Actually, the best ever flight attendant, and indeed the best ever service person altogether, in my experience was a young woman on the (since folded) Swissair's local subsidiary (was it Crossair or Corsair?, I forget) in 2000 or so. When the company had an accident sometime thereafter I made the point of writing to them and asking whether she was on board of the flight that had crashed and was told she was not.
But the "security" so-called "personnel", a bunch of jerks -- especially when testosterone-laden boys who barely shave but like to wield power over frustrated passengers make want to puke all over their uniforms. Indeed, such morons are the reason I will not be coming back to the US after the shameful incident in which my nail clippers with a dull edge, that had travelled through security at Gardemoen and Schiphol, were seized in 2002.
Peter Zimmermann Sep 25th 2008 11:52PM
I've spent most of the last 40 years in the travel industry and I fondly remember the days when passengers actually dressed up for a flight, service, even in coach was gracious and hassles very few.
Yet, even in today's post-deregulation, cattle car type flight environment the thrill of speeding down a runway, rotating, and climbing out to cruising altitude makes my heart beat faster. And not out of fear...
The miracle of aviation is real and I'm grateful of being able to enjoy it even after many hundreds of flights.
Thank you airline employees for making it possible.
Erika Sep 27th 2008 9:03AM
I am not one who has the opportunity to fly often, but when I get to, I love it! I remember the first time I was on an airplane, it was for a church trip and I was 17. I was there with my best friend, it was her first time flying too. We thought it was absolutely amazing! Everyone else on that trip had flown numerous times before. We had no idea what take off would be like, we were scared yet excited at the same time. Once in the air, we were surprised that there were TV's in the back of the seats. We thought it was so cool that we had the option of having a beverage every couple of hours. It was an amazing experience, one I will never forget. And my parents raised me with manners so I was always super nice to the flight attendants. I couldn't imagine how hard their jobs were. I understood there was much more to your job than serving drinks. I think I was one of the few people who paid attention to the safety routine before take off.
I want to thank you and all the amazing people who work on flights. Y'all are always so sweet, even if you've been on your feet for 12 hours. If ever I get to fly again, I will always treat y'all with the utmost respect. You all deserve it!
Linda Sep 27th 2008 12:42PM
Thank you for your comments Heather. After the horrific increase in gas prices in 2008, I was afraid we were not going to have any airlines left in business.
That being said, it would mean no more international trips for me to Europe for vacation or business! I saw us returning to train rides from California to the East Coast and then taking a ship to Europe - like in the old days.
So yes, inspite of having to bring your own food for domestic flights, lighter luggage allowances and fees, I am just so thankful to still have the opportunity to fly. We do what we have to do. I believe flight attendants are not appreciated enough.
Ron Sandberg Sep 27th 2008 3:17PM
I am a {Former} TWA employee, retired, and I find this
web site very interesting . I remember one Flt attendant
that had a stcker onher bag that I gave to her.It read
Flight attendant,s are Angel,s in de skys.{angels in disgise}
I thought it kind of fit!!!!!
Ron S
Frank Sep 29th 2008 9:16AM
Heather said...
How about cheerfully getting me a glass of juice because my diabetic husband's blood sugar is plummeting after running from one end of the airport to another for a connecting flight after the original flight was late?
================================
Heather, unfortunately, some people who dont have diabetes, use that excuse to get a beverage. Sounds like you want that beverage upon boarding. Boarding is hectic. People cant find bag space, duplicate seats, serving drinks to first class, catering may still in the galley preventing the F/A's excess to the juice you need. We're dealing with wheelchair passengers, elderly, non english speakers and unaccompanied minors. Families are separated, they want F/A's to reseat them together. Pilots also want beverages/crew meals and they call us during boarding.
I bet you were never refused that juice.....but it was during the hectic time of boarding. Just like that hectic time you had between flights.
Advice: I recommend that you go to the back of the aircraft for assistance (beverage for diabetic). The F/A in the back is usually available.
Maz Oct 2nd 2008 10:15AM
Moreover, I would strongly suggest that you travel better prepared if anyone in your party has a medical condition.
Dealing with a medical emergency on an aircraft is less than ideal--at the gate or in the air. And by pleading (as most people do) for OJ, you've basically said "My husband has a serious medical condition and we are completely unprepared to deal with it so we've brought it on board this plane for you to worry about."
And as Frank points out, most of these people have no medical ID tags and refuse all follow-up attention. They just wanted a drink and feel they must make some excuse.
And finally, ask yourself "What if the aircraft had not yet been catered and there was no orange juice?"
I can assure you that whenever I get these requests, you get a great big smile followed with "I'll be happy to. Anything else?" But never underestimate the alarm that has been sent up amongst the crew the very second I reach a phone.
You see a request for OJ, we see a potential medical emergency. I do wish that some of my flying partners were a bit better at not showing that on their face--but you will never make a Flight Attendant understand why you would get on an aircraft when you are that ill. How can getting to LA be worth risking your own health and the safety of everyone on board that aircraft?
Frank Oct 2nd 2008 10:32AM
Wow, Maz. Thorough and well thought out post. Would feel confident flying with you in any emergency that arises.
Great post!
Sandra Sep 29th 2008 6:46PM
Heather - this is my second attempt to answer your question (I think I have a computer poltergeist!) so here goes. While many posters seem to have ignored your question and gone off on other rants against the airlines, I will endeavor to answer your question as posed. I think in this day of heavier traffic, an overworked air traffic control system, fewer flights making more flights full to capacity, less money for the airline employees for longer hours, they do an admirable job of getting millions of passengers per day from point A to point B, and mostly on time despite adverse weather condtions and extraordinary fuel costs, requiring even more cost-cutting and impinging on the employees' ability to provide the service they want to provide. We've all benefited from lower air fares resulting in greater numbers of passengers and I wonder why so many people who have been harried by one security check and one connection don't allow the grace to airline employees, particularly crew, who often have faced multiple TSA checkpoints and delays and connections. We all have bad days, but it seems lots of passengers believe they are the only ones who suffer - in righteous indignation - the problems that the industry deals with daily on thousands of flights with millions of passengers. I'm very happy to board a flight to Europe that will take 6 to 10 hours depending upon point of departure and point of arrival (I live in the southeast) as opposed to a ship that will take 7 to 10 days to get me there. I'm assuming here that the diabetic passengers don't go into a sugar dive every time they fly or they'd buy something after security just in case - at least I'd like to think they'd be smart enough to cover those bases and not blame the crew for not responding in a fashion they think appropriate. Yes there are those flights that are cancelled and those that are delayed for hours, but most do leave reasonably on time and deliver their passsengers exactly where the contract of carriage stated it would, barring equipment failure or weather diverts. The airlines have a tiger by the tail and I think it's astounding given the circumstances that they continue to move so many passengers so successfully.
J Sep 29th 2008 6:19PM
I look forward to flying. Mostly because it's taking me where I want to go! Up until the past two years I never had enough money to travel, and last year I FINALLY got to go to Europe for the first time. That was fantastic! I flew Lufthansa and I had a great experience. I'm sure there are rotten moments when it comes to customer service with most airlines, but it's also can be the consumer's fault. People nowadays feel a sense of entitlement when it comes to service--like Heather said. It's all about "me, me, me!" Also working in a semi-customer service capacity myself, one thing I've learned is that people don't pay attention to the fine print. Checking everything twice can be the difference between booking yourself on a flight to Brooklyn,NY vs. Brooklyn, MN.