Click on a label to read posts from that part of the world.
Galley Gossip: Frequent flier pet peeve - rude flight attendants
So heather. Tell me your opinion on this. Today I flew home from visiting my bubby in Boca and I was reminded of one of my biggest flight attendant pet peeves. The flight attendant working in first class, while addressing passengers to take drink orders and when checking in during the flight, asked.."what do you need" ? A call light would ring, she'd saunter out of the galley and bark, "what do you need"? I dunno why, but this bothers me. I think it's borderline rude. It makes me feel like she feels bothered by the passengers.?. What do you think?R.F.
P.S. These flights to MIA were not nearly as eventful as the last, but there was a man who boarded on his phone and freaked out because the boarding music was too loud. He lunged into the galley and requested it to be turned off. When it was, he sat in his seat and spoke louder than the music. Ahhhh!!! some people!
Dear R.F
There's a reason I avoid the New York - Miami route! There's always something out of the ordinary happening on that flight. Which is why I'm not at all surprised by the passenger's request to turn down the boarding music so he could talk on his phone. Recently I was flagged down during the safety video because someone thought it was too loud and wondered if I could shut it off - shut it off! The video! The one that goes over what to do in case of an emergency! Because he'd seen it already.
That's not all. Years ago on another flight I had a celebrity on board who happened to be traveling in first class with her infant son. She rang the flight attendant call light and said, "Do you think you can ask the Captain not to make anymore announcements. My son is sleeping."
It was true, her son was sleeping, so I smiled, nodded, and walked straight to the cockpit. Oh how I couldn't wait to relay that message and see the look on the Captain's face.
If there's one thing I've learned from being a flight attendant it's that we live in a me-me-me world. People are too quick to judge and lack empathy. I'm not just talking about passengers, I'm talking about flight attendants, too. Rarely do people take a step back in order to see the big picture. We're all just so busy going, going, going that we're unable to grasp anything other than what affects us personally.
Now I wasn't on your flight, R. F., so I have no idea whether your flight attendant was rude or just not as articulate as you would have liked There's a difference, ya know. But I understand what you're getting at because there have been times I've found the request, "Give me Coke!" jarring. I've felt the same way about passengers who try to get my attention by tugging on my elbow or saying, "Pssst! Pssst! Pssst!" Then I remind myself that some people really don't know any better. Doesn't make them rude, mean, or stupid, it just means I have a lot to be thankful for. It sounds like you do, too.
While I agree with you that the phrase, "What do you need?" does come off rough and abrupt, keep in mind that a call light rang and she answered it - perhaps to the best of her ability. A request was made and she delivered it, whether or not she could have delivered it with a little more finesse is something we'll never know. But she did do her job, regardless of the particular words used.
| I agree with Ron. She was rude | |
|---|---|
| Ron is overreacting. Give her a break. |
Photo courtesy of Rkob (legs), lamazone (flight attendants)
Filed under: Food and Drink, Airlines, Transportation, Galley Gossip
Reader Comments (Page 1 of 1)
Maya Northen Aug 13th 2009 11:12AM
I travel a lot (I run a travel company in fact) and I agree with both R.F. and Heather on this one. R.F, "what do you need?" is a phrase I generally don't enjoy hearing. Another, from the person who is asking, is "I want xxx". (instead of "may I please have"). Both sound to like you don't have a lot of respect for the person with whom you're speaking. On the other hand, everyone says something that doesn't come out the way you intended it once in a while, and as Heather mentioned, some people don't know any better. However, I think that in part that is the fault of whoever does the training for any position where you are constantly dealing with people. How to address others politely and respectfully should be an imperative part of the training. Just my thoughts!
Siobhan Aug 13th 2009 11:10AM
I think everyone is so amped up and ready to explode over air travel that we blow up over tiny things. Something about crossing the threshold of an airport just erases any semblance of courtesy, patience, or general getalonginess (what, that's a perfectly cromulent word) that we might have in any other arena in life.
There is a BIG difference between "unintentionally gruff" and "totally mean" and I think in this case the FA leans towards "unintentionally gruff."
I've flown internationally since I was a child, growing up as an American expat overseas and only once has any FA been actually awful - it was a KLM flight back in the early 90s (back when you could still smoke on international flights, remember that? God, how awful, but I was a smoker at the time, so I booked in smoking). Well, keep in mind smoking was allowed (and I'm not trying to start a debate on whether or not it should have been, I'm totally behind the banning of smoking on airlines) and she FREAKED out on me when I lit a cigarette (after, I should add, we had reached safe cruising altitude, and the non-smoking light went off, and other people had lit cigarettes). I figured even then that she was just having a bad day.
It is amazing to me how entitled passengers feel regarding the way that FAs should behave towards them. There's some latent sexist illusion that FAs need to be completely subservient and flirty and unfailingly kind (ever notice how pretty much every FA that gets complained about is a woman? Never heard a peep about male FAs being rude), and when they don't meet that, the hue and cry comes up about how "I paid $$$$ for this ticket and HOW DARE YOU NOT KOWTOW TO MY UNREASONABLE DEMANDS." Even though airfare is cheaper now than it has been in years, and working conditions for airline employees has gone down the tubes.
Not to mention that the primary use for the FAs is to save your keister in the case of an "incident." They can sit in their jumpseats and tell you to cram it with walnuts for the entire flight if they need to, because while it is very very nice that they give us drinks and food and help us when we need it, that's all icing compared to them opening the doors, deploying slides and yelling at you to get out of the damn plane.
And re the video/safety briefing? Statistically you're more likely to survive a plane crash if you pay attention to that EVERY SINGLE TIME you fly. Read this article and then tell me if you don't take the stupid 5 minutes you're on the plane to review the safety card and count the rows of seats before you and behind you to your nearest exit.
http://edition.cnn.com/2009/TRAVEL/03/04/survive.airplane.accident/index.html
Branden Williams Aug 13th 2009 1:39PM
I've been in this situation before. I'm the kind of passenger that does not like to be noticed. Or I guess, more appropriately, I don't want to be a burden to anyone. I laugh at people who scream at a gate agent because flights are cancelled due to weather. I know gate agents are powerful people, but last I checked, they could not control the weather, or guarantee passenger and crew safety.
With my status, I often fly first class, but the varying service I get is actually quite incredible. From the best absolute service in the world to some of the rudest flight attendants imaginable. My airline passes out applause tickets to their frequent fliers. I keep them with me and will give them out for exceptional service every single time I receive it, because I want to reward those flight attendants who demonstrate fantastic customer service, hopefully encouraging others to do the same. I hope those applause tickets are truly worth something!
Devesh Agarwal Aug 18th 2009 7:58AM
While fully sympathising with the unreasonable requests flight attendants get on their many many flights, one a flight from LHR to JFK, I had to polite remind a flight attendant in First Class, that I was probably the only passenger who had paid for a First Class ticket and was not upgraded.
In my life, with over a million flown miles on Singapore Airlines, and the highest level of frequent flier (Solitaire PPS) achieved after 5 continuous years of loyalty, I have been upgraded only once. Incidentally, PPS status is only given for a base 50K+ paid miles in Business and First class travel not including the bonuses.
Quoting from an article in my blog http://www.bangaloreaviation.com/2008/11/singapore-airlines-5-star-no-more.html "The US "full service" carriers led the world in, to the glamorous world of air travel, and also in, to the decline of mediocrity, with their generally poor service, all the way from the reservation till baggage collection, or in many a case, attempted baggage collection."
The US airlines have diluted themselves, their service levels and their brand, with their upgrade policy.
I may sound elitist but passengers, just like any other customer, expect to be treated valuably regardless of class of service. The Japanese sum it up best -- Customer is like God.
Do take the time to read this story as well. "Ugly Indian replaces ugly American" http://www.eturbonews.com/10951/ugly-indian-replaces-ugly-american . Despite poor behaviour, tourism boards across the world are chasing the Indian tourists. Bottom line -- customers are valuable.
Even after living in US for 20 years, what still amazes me is that the United States is an extremely hospitable and friendly country with some of the highest customer service levels in the world. Even at a fast food restaurant one can expect a smile, hello, thank you. Retail shops have customer friendly liberal return policies. In comparison, in the five years I lived there, Singapore has some of the worst customer service I have experienced, from restaurants to retail.
How is the situation so completely turned around in the air?
US airlines seem to have forgotten that ultimately customer friendliness, hospitality, and service are crucial ingredients. Just as a hotel is not merely in the sleeping/resting business or a restaurant in the food business.
It could be that my Asian origin makes me offer and expect a higher level of hospitality/service towards a guest/customer, but what is wrong in being nice to a person, even if he/she is a complete jerk. Did our elders not teach us to ignore the barking dog. Eventually it will stop barking.
If any flight attendant cannot be hospitable, may be the passenger will be better served by not having any flight attendant at all.
frank96 Aug 18th 2009 11:22AM
Devesh Agarwal
Aug 18th 2009 7:58AM
While fully sympathising with the unreasonable requests flight attendants get on their many many flights, one a flight from LHR to JFK, I had to polite remind a flight attendant in First Class, that I was probably the only passenger who had paid for a First Class ticket and was not upgraded.
=======================================================
Devesh,
What makes YOU think the person that upgraded has not spent more money as a whole at the airline you flew? Many frequent flyers who upgrade spend literally thousands and thousands of dollars per year. They're LOYALTY is rewarded with those upgrades.
SLJ Aug 13th 2009 1:47PM
I am generally one of those passangers that says hello to the FAs when I get into the plane, take my seat by the window, watch/listen to the safety announcements, and am asleep by the time that the airplane has turned onto the runway for takeoff (there is something about a plane ride that causes me to doze off). Depending on the length of the flight I generally wake up when the captain makes the announcement that we are going to be starting our desent. So, in other words, I'm a pretty easy passanger for FAs.
However, I never get off of the plane without thanking the FAs even if they didn't have to do anything for me and I watch others not even acknowledge that the FAs are alive.
I have also seen some people get really mad at FAs for nothing but have never seen a overtly rude FA. I used to work in retail (customer service) so I know that people being rude in order to get what they want is commonplace in more venues than just in the air. It is difficult to keep composure with these individuals on the ground and I can imagine that it is even more difficult when in a sealed, close contact environment such as in an airplane.
So, if you find yourself feeling that the FA was rude you should also ask yourself how you came off to that FA. Did you say please or thank-you? Also, are there others on the plane who--for lack of a better term--are acting like buttheads? It is difficult to change one's mental setting when walking away from a customer who was just a jerk to you to someone else who did nothing wrong. Chances are the FA didn't mean to be "rude" to you either but people in customer service take insults and rudeness aimed at them personal as well and it may take them a minute to reboot.
RON Aug 13th 2009 3:29PM
SLJ- LOL are you a flight attendant, that last bit really made me laugh. If you have a mean flight attendant you should think about how you've come off to the THEM? I think this is outrageous!!! While I'm certainly not advocating mistreating flight attendants, or anyone for that matter, It's a breach of customer service if a flight attendant is rude or mistreating passengers. I think it's a huge cop out to suggest a flight attendant can be rude to a plane full of passengers if he or she has had one bad one. " It is difficult to change one's mental setting when walking away from a customer who was just a jerk to you to someone else who did nothing wrong." -Perhaps difficult, but as a customer service professional, very much part of the job!!!!
SLJ Aug 13th 2009 3:54PM
Nope--not an FA. Actually have a PhD in psychology.
I'm not saying it is ok for a FA to be rude to a whole plane of passangers--sorry, just no excuse for that! I'm just saying that they may not consciously be rude to you--we all get snippy once in a while without thinking about it and then regretting it later. As passengers we just need to also be aware that it may just be a slip of the tongue and not their intention.
Alex Aug 13th 2009 3:54PM
He does have a point. I hardly ever use the call button, perhaps once, maybe twice on a long flight and that's only if I'm in a window seat and don't want to make people get up for me. However several times I've had flight attendents come off rather rude when I've used it. One time I rang the bell, the flight attendent comes over, clicks it off, and just glares down at me with this what's-so-damn-important-that-you-had-the-nerve-to-use-the-call-button look on her face. She doesn't even say anything! She just glares at me and waits for me to speak what I want. That's not customer service. And I go out of my way to be as polite to flight attendents as possible.
RON Aug 13th 2009 3:21PM
Ok So.. think of it this way-If you go to dinner at a restaurant, would you expect your server to greet you with " What do you need"? I think anyone would be appalled. There really is no difference, if you are paying for someone to provide a service, you expect minimal service with a smile. You pay the airline to get you from point A to B, safely, and if you're sitting in the first class cabin, you expect you will be served a little something to eat, and treated like a premium cabin flyer. ( Now I'm not saying people in the main cabin should expect to be treated poorly, I'm just saying in a premium cabin the level of service is advanced)
I see Heather's point in suggesting she's not as articulate as may be preferred, but is that really an excuse? The airline hires, trains, and staffs their aircraft with individuals they've selected to represent their brand, I don't believe greeting first class passengers, or any passengers with "what do you need" was ever in the handbook.
Traytable Aug 13th 2009 10:28PM
It does also depend on tone of voice. "What do you need?" in an enquiiring manner is different to WHADDYA NEED????? snipped at you. Smae as "May I help you?" in a soft tone can still be interpreted by some as' Do I have to help you?'
You can't please everyone. Perhaps she was being rude but then again maybe she was just speaking in a way that comes naturally to her. Not all airlines insist or train on certain phrasology in premium cabins. Mine guides, but does not enforce a certain way of speaking to pax. It can also depend on the pax- we want to be approachable without being 'stuck up', so if a pax seems more comfortable being spoken to - for lack of a better word- more commonly, then that's what I do. No point flogging someone with 'Sir' or 'Mr X' if he says 'Please call me Sam'...
OldGoat Aug 17th 2009 3:50PM
I have been a flight attendant for 43 years and with a couple of different carriers by default....(merger, acquisition). The only time windows on an aircraft can be opened are when all the common courtesy and manners are thrown out of them. There are no such words as "please" or "thank you" anymore in the English language. Manners will get you EVERYWHERE with an airline employee......Rudeness and abuse will get one NOWHERE. Coming to the airport to travel is not a license to vent anger or abuse towards the people who work there.
Frank Aug 17th 2009 9:20PM
It baffles me why this occupation is so highly scrutinized. First of all, if you dont like my answer to your question or request........guess what? That doesnt make it RUDE. Maybe your request was abit unreasonable? I had to laugh at the remark Heather wrote...........the passenger didnt want unnecessary announcements made. Actually, we all get that "request" from time to time. "Could you please turn off that "level off" announcment?" My answer: "NO, it's required by the FAA, that's why it's on." With that, I turn and leave, I dont wait for another (ridiculous) response because if they're saying it, it's to my back, because I'm leaving. Rude? I dont think so. Should I continue to stand there the next remark from the passenger is usually.........well, a debate. Seriously, some people THINK they're on a private jet.
I've been told, I look tired. I'm not smiling. I have too many days off. It's like the uniform doesnt make me human.
Regarding the call bell. I usually answer it with a "Hi guys, what's up?" There are those passengers who discover the "power" of that bell. We all encounter that "serial ringer". Ding, ding, ding, ding. After awhile, we dont even have to look where the light is coming from, we know. Some flight attendants may use a "what now" look to get across the message that the fourth DING is excessive and we're doing a service for a hundred or so passengers. Remember, it's ONE flight attendant per FIFTY passengers.
Should I wake you for landing because your seat is back. I get the "Rude Look" all the time for that, because everyone is so internet educated nowadays. They think it's ridiculous to think a reclined seat would matter in a crash. Guess what? It does. We need to get YOU off a burning aircraft in 90 seconds because, well, smoke and asphyxiation will kill you. Reclined seats HAMPER you from exiting the row of seats. Same with the bag. A briefcase on your lap, NOPE. Stow it. We're going almost TWO HUNDRED miles an hour down the runway. Can you say, flying projectile?
You want that First Class seat? Because it's empty? I just smile because my answer would be considered rude by most. It's NO (even I have to pay for it).
I had a passenger on the way to Nantunket Island tell me to move the beverage cart away from his row, the ice was giving his wife a headache. I mean, what do you say to that?
This job has changed due to 9-11, but, over the years, the amount of issues that come onboard are strange. It used to be that at the end of the day, we were physically tired. Now? I'm mentally tired as well. On the way to the hotel, we usually unload by telling our war stories of the day. It's a way of putting the day behind us. Remarkably, we start each day anew.
My job certainly has it's, lol, ups and downs. I've met passengers who inspired me, touched me and educated me. They by far, outshine the Rude ones. Same with flight attendants. There's times I was glad a trip was over due to a co-worker. Thankfully, the scheduling of trips allows us to work with different F/A's all the time.
This article boils down to manners. Sadly, the cabin environment is sometimes lacking. We're all stressed and we all vent through our actions.
Vegas Flygirl May 29th 2010 2:22PM
Frank - if you were here I would kiss you - you summed up all my thoughts in your post. I too have met far more great passengers than rude ones. I have met the ones who by far inspire & educate. The rude ones, well we share our stories at the end of the night & start it all over again the next morning. I find that passengers that do not get what they want are usually the ones that have a terrible attitudes - and like children, will not speak to you when you say g'bye at the end of the flight - I'm thinking grow up will ya! Some of the request that passengers often have of us are not only unreasonable, but they will also break the FAA laws - like you I state my answer & walk away because it ALWAYS lead to a debate! Know this John Public your flying experience is what you make it.
frank96 Aug 19th 2009 11:02PM
Vegas Flygirl
Aug 18th 2009 4:49PM
Frank - if you were here I would kiss you - you summed up all my thoughts in your post. I too have met far more great passengers than rude ones. I have met the ones who by far inspire & educate.
=========================================================
During the early 90's, my Mom was battling cancer. Each and everyday I battled with her, emotionally. I had a passenger on my flight around the same time. I noticed her scarf over her bald head. Her slow movement at deplaning. I asked her, "need help?".......she said, "No." I, then blurted out, "My Mom is battling cancer too." With that, I started to cry. Well, this stanger, this woman reached over, embraced me in this hug and whispered encouragement. This selfless woman fighting for her life, became my caregiver for a brief moment in my life. As I watched her walk up the jetway, I whispered to God. "God bless her". Cancer takes alot of people, I still wonder if she beat it.
Working the back of the aircraft, I noticed a large group of passengers. To me, it looked like a school class. I stopped and asked, "Are you guys a school group?" They, together laughed and said, "Nooooo." We're a FAMILY. I visually counted the rows and totaled some 12 kids. I looked at the parents and said, "All yours?" The Mom replied, "yes...three mine and NINE adopted". That day I learned the value of unconditional LOVE. Several of her adopted children were disabled. I felt the love they had for each other. Their trip by air wasnt stressful, it was filled with togetherness.
I've had many celebrities onboard in my career. I noticed one day that I had Al Gore and his wife, Tipper onboard. Inflight, I ended up at their row with the beverage cart. I looked down and noticed that Al was holding his wife's hand. A loving gesture to his wife. I commented, "What a beautiful gesture." He smiled and said, "She's my best friend. Of course, I hold her hand."
I was touched by his comment.
Many years ago, I had a father and his son onboard my flight. They were coming from LAX to a midwestern town. I couldnt help but notice the son was sick. I aspected the onset of AIDS. This father from a small town, knew his mission. Bring his twenty-something year old son home, despite his illness. There was no shame in loving his own child, despite the fear of this disease.
I had a female passenger board my flight once. She was crying into some tissue. After the beverage service, I started to pick up garbage. I approached her row. I said, "are you ok?" She cried and said, "My fiance was in a car crash and he's in critical condition. I'm not sure if he's going to make it." I thought, OMG. Several rows back I saw a Priest onboard. I approached him and before I knew it, they were sitting together, praying.
.............these are just a few of the moments in my career, I will never forgot. Who thought my career would enrich my life the way it did. Huh?
MKMAC Sep 8th 2009 12:06PM
Devesh Agarwal: Are you kidding me? It's that "I'm better than you" attitude that makes people get treated rudely. I don't care that you have tons of money. You still owe every human being equal respect until otherwise proven wrong... and not based on their income level.