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Galley Gossip: A flight attendant responds to the first class orange juice debacle
If you haven't already heard, there was some sort of debacle involving a flight attendant and a glass of orange juice on an American Airlines flight recently. I read about the story first on the Consumerist web site. Wait, take that back, I tried to read the article but couldn't quite make it through due to the fact that the story was just way too over the top with emotion and drama. It was! But they usually are whenever there's a flight attendant or an airline involved. Haven't you noticed?
Anyway, here's my response to David and what he had to say about what went down on that crazy American Airlines flight from Sacramento to Dallas...
Dear David,
Slow your roll. By my arithmetic, you and your group of 130 people fly 27,300 trips collectively. Each of you having a unique traveling experience based upon where you're sitting and who your flight attendant is. I would love to have one bad experience for every 27,300 legs I've flown. I would say you and your group have had a good run. And now I must welcome you with open arms to the human race. I can't imagine that you have gone through an entire c
areer without once having a bad day.
Whoever Helen was, it's obvious she needs a day off. Maybe even a medical type intervention. She's obviously off her game. Instead of complaining, whispering, and giving her the feeling that a mutiny is about to take place, being the frequent flier that you are, you should have known that this was not normal behavior - from not just a flight attendant, but from anyone in the service industry. You and your group would have done Helen a favor by reporting her irrational behavior to someone in a position of authority at American Airlines instead of continuing on with your flight.
I, too, have noticed a decline in customer service on most every airline, not just American. I also know that flight attendants have longer duty days and shorter rest periods so that airlines can maximize their profits and provide you and your group with cheap three hundred-dollar tickets. This while our compensation remains the same and we're all just lucky to have a job. Flight attendants work ten hour days without a break, not even a meal, yet any type of complaining to the airline by an employee may guarantee a front row seat at the front of the unemployment line. That's the way it is these days.
If I were the passenger who had asked for orange juice and the flight attendant gave me what boils down to a federal warning with criminal and civil penalties, I would have insisted that police or gate personnel meet the flight. I would have also asked that my cabin mates confirm her irrational and abusive behavior. While I agree it was absurd that the flight attendant issued a written warning in this situation, don't kid yourself, David, those terrorists, the ones you mentioned, very well could be sitting right next to you in first class drinking orange juice.
Sincerely,
Heather
A Flight Attendant
Photos courtesy of Justin Timperio and Paalia
Slow your roll. By my arithmetic, you and your group of 130 people fly 27,300 trips collectively. Each of you having a unique traveling experience based upon where you're sitting and who your flight attendant is. I would love to have one bad experience for every 27,300 legs I've flown. I would say you and your group have had a good run. And now I must welcome you with open arms to the human race. I can't imagine that you have gone through an entire c
areer without once having a bad day. Whoever Helen was, it's obvious she needs a day off. Maybe even a medical type intervention. She's obviously off her game. Instead of complaining, whispering, and giving her the feeling that a mutiny is about to take place, being the frequent flier that you are, you should have known that this was not normal behavior - from not just a flight attendant, but from anyone in the service industry. You and your group would have done Helen a favor by reporting her irrational behavior to someone in a position of authority at American Airlines instead of continuing on with your flight.
I, too, have noticed a decline in customer service on most every airline, not just American. I also know that flight attendants have longer duty days and shorter rest periods so that airlines can maximize their profits and provide you and your group with cheap three hundred-dollar tickets. This while our compensation remains the same and we're all just lucky to have a job. Flight attendants work ten hour days without a break, not even a meal, yet any type of complaining to the airline by an employee may guarantee a front row seat at the front of the unemployment line. That's the way it is these days.
If I were the passenger who had asked for orange juice and the flight attendant gave me what boils down to a federal warning with criminal and civil penalties, I would have insisted that police or gate personnel meet the flight. I would have also asked that my cabin mates confirm her irrational and abusive behavior. While I agree it was absurd that the flight attendant issued a written warning in this situation, don't kid yourself, David, those terrorists, the ones you mentioned, very well could be sitting right next to you in first class drinking orange juice.
Sincerely,
Heather
A Flight Attendant
Photos courtesy of Justin Timperio and Paalia
Filed under: Airlines, Galley Gossip
Reader Comments (Page 5 of 5)
e Dec 15th 2009 2:21PM
I agree with you guys. "These days" All this bullshit about terrorists and planes as a focus for flight attendants. Enough, already. Let's go back in time. I liked it better there.
Because 911 didn't happen, and planes have always been used as weapons. And then there are those silly Federal Air Marshals. All they do is sit there. we don't need them. It's just a tired subject. Of course let's not forget those macho pilots with guns in the cockpits. That's just so they can brag. We are so sick and tired of flight crews relying on that "terrorist" thing. It's old news.
All this bullshit about "Here for your safety" Give it up, already. There's no threat from terrorists on planes, anymore. It's time the flight attendants go back to their old job: Serving drinks in a size 6 uniform and smiling prettily no matter how much their dignity might be compromised, cleaning baby poop off of seats, tolerating drunken old men grabbing their asses, holding children while they vomit. After all, nurses deal with that every day, as someone recently posted. And, God knows hospitals are under constant warnings of terroristic threats. Geez.
I'm on board (no pun intended) with all of those who are spitting venom at flight attendants in general. I mean, I saw a man on one of my last flights call the flight attendant over and, once she was in front of him he leaned over and spit in his drink, said it "tasted like shit" and demanded another. She didn't smile or apologize. What a bitch.
I'm tired of seeing those pampered bitches in a worn out daze and I want the same level of service I used to get on a plane. I don't give a damn what her reality is. I want her to make sure the plane is boarded with free alcohol and headsets and I want him/her to make damned sure I have my choice of roast beef or shrimp kabobs because, damn it, that's her job.
And once again...quit laying it on with the terrorist issue. EVERY JOB HAS TO DEAL WITH THE CONSTANT THREAT OF TERRORISTS BLOWING THEIR WORKPLACE TO HELL!!!! I'm sick of them using it as an excuse.
Better yet, let's get rid of them altogether. Planes would run sooo much smoother. I mean, it's not my fault if they've had a rough day. Why should I cut THEM a break? If they can't deal with 300 to 400 demanding people each day, tend to each and every one as if we were kings and queens, with permanent smiles on their faces, then I say we should board empty planes without them and fend for ourselves. We know more than they do, anyway..
Until we can accomplish this, let's keep focusing on this one flight attendant, and this one glass of orange juice because this is what matters in the bigger scheme of things.
Randy Dec 15th 2009 2:36PM
This is why everyone should fly Southwest Airlines. They would never treat anyone in such a horrible manner. Remember folks American has spent 38 years trying to put Southwest out of business but they just keep growing and growing does that say something about Southwest.
RJM Dec 15th 2009 5:10PM
I have had some excellent service on flights and some terrible service by flight attendants. I would advise being careful about photographing or video taping incidents on board as American in their flight information says that we can not photograph or tape personnel except for our own personal use. I could see someone making a Federal case out of being photographed or video taped when their conduct is less than flattering. I could see the camera or tape being confiscated and if you refuse to give it up, who knows what could be waiting for you when you land.
Robert Dec 15th 2009 9:58PM
Heather,
aloha! we live in Hawaii. We have to go by air when we travel. We used to love to go fishing in Montana and gambling in Las Vegas, catching a show in New York at least 4 or 5 times a year. But in the last 5 years we have not made a single trip because american carriers have such lousy service and the FA have generally lousy attitudes, it's just not an enjoyable experience. We now make our 4 trips a year on foreign carriers to Asia and Europe. where even in coach you get excellent meals, friendly service including wine and drinks, of course orange juice! and guess what! there are great shows in Bangkok, good fishing on the Mekong river and great gambling in Macau!
Dana Dec 16th 2009 7:43PM
For ten years I did the dance of the flight attendant down the aisles of an airplane, Heather... and I can attest that until you walk a few feet in a flight attendants shoes, most people have no idea what it really entails.
I speak from experience that the union representation at an airline isn't like dealing with the Teamsters. It's a bunch of the flight attendants who are union reps who are taught a catchphrase when they begin that goes something to the tune of, "That's not really what the union is here for." So please don't delude yourself into thinking that the flight attendant union is strongarming anyone at a major airline!
Unless you were privy to witnessing the incident - you are only going by what is hearsay. I can testify as to what it is like to have an airline and your captain tell you that no matter what, they will support your decision or action and then at the mere wimper from someone that is the slightest bit displeased - they throw you under the bus. I can also tell you that I have experienced on more than one occasion, a captain tell me specifically that they don't want to get involved in any situation because it will just mean more paperwork or a trip to the chief pilot's office.
I've been screamed at, slapped, shoved, called HORRIBLE names that the saltiest of sailors would blush at hearing, knocked down, thrown up on.... you name it - as a flight attendant I've experienced it. I've met people who are completely irrational about the most ridiculous things in the world and ones who are have the patience of Job in a situation that seems almost hopeless. I've seen a planefull of passengers clap at the removal of one abusive passenger and another planefull offer to be witnesses to a passenger (or flight attendant) who was victim of a flight attendants bad day. I've seen the most abhorrent and also the kindess, most compassionate souls in my jobs at the airlines... I've seen people do the most selfless things with no expectation of gratitude or respect from the nastiest individuals, only to get treated even nastier by them moments later. I've seen the best and the worst in people.
The public needs to take a moment though to realize that if the state of flying 'sucks' so bad now - it's because you have finally gotten what you want - cheap flights! Cheap flights have resulted in pay cuts, ammenity reduction, and the 'quality' of the people flying right along next to you. You get what you pay for and you can't and shouldn't expect a caviar experience on a cheez-whiz budget. From what I have experienced is that most people wouldn't recognize good customer service if it bit them because they don't know how to be aren't going to appreciate good customer service if you aren't a good customer.
cuds Dec 16th 2009 5:43PM
BOBj,
I spent years in the restaurant/ bar business and other customer service industries from waiter, bartender, retail, etc. I have also been in management with as many as 65 people to supervise. I am a flight attendant now and proud of it. It's the job I enjoy the most with 30 years of employment under my belt and 15 years experience working for an airline. I don't know how long you've worked in Customer Service, or specifically, how long you've worked at your busy restaurant. I will tell you what I do know and that is you have never seen anything like the way the general public acts when it comes to flying....
Now that being said, it does not excuse the behavior of disgruntled staff. It seems in this case that there is a legitimate complaint ( to say the least ). I just want to point out that most of us are very good at what we do, actually DO care about the comfort of our customers, and want to make the travel experience a good one. I would want at least 75% of the people I fly with working for me if I had my own company... think about some of the people you work with. Can you say that? ( That question is for everyone reading )
I wish everybody would be so quick to compliment a good job done as fast as they are to complain. This incident deserved attention but as usual became open season to slam flight attendants and the airline business. I hope everybody involved has come to terms with a very unfortunate turn of events.
I want to thank all of the traveling public that goes out of there way to make my job great. There are many of you and you don't get the recognition you should either. I appreciate every little kind word and compliment.
Cuds
FlightSoul Dec 16th 2009 7:54PM
After spending the majority of the afternoon reading these posts, I felt the need to add yet one more flight attendants perspective not just to the story at topic, but to some of the posts I have read as well.
Lets face it, commercial aviation has changed. Its a job the deals with people, and with that comes the wide array of personal opinions, backgrounds, and attitudes that come with those people.
While I love my job, it does have its downfalls as all jobs do. However there is a lot about being a flight attendant that the general public does not know.
Our training is intense... typically 6-7weeks and usually unpaid. We are trained in advanced first aid, service, self defense, firefighting, problem solving, cold and hot weather survival...the list goes on and on. We know the planes we fly on inside and out. This does not mean we are better than you.... our passengers. Back in the day flight attendants were required to be registered nurses... they were there for safety ONLY. It has only been the past few decades that we have become the customer service professionals we are SUPPOSED to be.
I used to fly for United Airlines. And to be honest, I left because of the reasons you all have stated here. The comment "If you dont like it, then leave" I was greatful enough to have that luxury. While flying commercial passengers, I met some of the most wderful people in the world, however there were also flights where I was treated like absolute garbage by my passengers. Its the same issue for the crew and the passengers. We deal with a handfull of ignorant customers, and start to generalize, and vice versa. Its human nature...not that its ok. While we are here for your safety first and then customer service, that doesnt give the public the right to mistreat us, and think of us as sky slaves because we work in customer service.
Regarding the yellow cards- In my flying career, I have issued one, and it was not pretty. While doing a meal service, I had a passenger throw his drink in my face because I ran out of the chicken meal by the time I got to his row. Nothing more, nothing less... in his rage, I found myself covered in coke. A card was issued and the passenger was arrested at the gate. It was deemed assault and threatening behavior.
Please not, these cards are not approved by the captain. While the captain MUST be notified of the incident, it is the f/a's discression as to if presentation of this card is warranted. And most certainly, some flight attendants abuse this privilege, and their authority.
From what I have read, if it is true, Helen is wrong. Simple as that. But all the braod spectrum hatred twoard flight crews isnt helping anything.
I now work for a military charter taking our servicemen and women overseas to their deployments. And I wouldnt have it any other way. My greetings are welcomed with a thank you sir, yes please..... I am always treated with respect. And this is coming from people that have been at war away from their families for months and years on end. If anyone on this board, I would think they have the biggest reason unleash on us, and they dont.
We work long hours, typically longer than most major airlines. Its nothing for me to work a flight from Texas to Kuwait, with a stop in Europe taking around 19 hours where I am paid for around 14, with 12 hours of rest and thn working the flight all the way back, but thats my choice, and I wouldnt have it any other way.
I cant judge where my passengers are, where they came from, or what their problems are. Just as my passengers dont know where Im coming from, but if people just simply respected each other as human beings that are working for a living (On both sides) we would have a hell of a lot less problems.
And for those that are saying, If you dont like it then leave.... I would like to add, that F/A jobs are extremely difficult to get, as any jobs are now a days. I know College grads working at McDonalds right now. Its not just that simple, and while its not an excuse for a F/A to mistreat their passengers, most would leave if they had other means to support themselves. And also, all airlines are NOT unionized! My current carrier is not unionized and we are treated like shit, but we love what we do. (Well, most of us) :-)
Safe flying
EileenFitz Dec 16th 2009 10:20PM
I am a Flight Attendant~Major Carrier.
You wonder why we go over the edge?? Read on........
From todays NY Times
http://www.nytimes.com/2009/12/17/nyregion/17schumer.htmlm todays NY Times
Word Prompts Apology From Sen.Schumer
RAYMOND HERNANDEZ
Published: December 16, 2009
Senator Charles E. Schumer apologized on Wednesday for using a crude term to refer to a flight attendant who had asked him to turn his cellphone off on a US Airways plane before takeoff.
Harry Hamburg/Associated Press
Senator Charles E. Schumer
Charles E. SchumerMr. Schumer and his fellow Democratic senator from New York, Kirsten E. Gillibrand, were seated next to each other on the New York-to-Washington flight on Sunday, and both were talking on their cellphones, according to Politico.com, which first reported the incident. After an announcement that cellphones must be turned off, both senators initially kept talking on their phones.
Ms. Gillibrand ended her call, but Mr. Schumer kept talking.
The flight attendant then approached Mr. Schumer and told him the entire plane was waiting for him to shut off his phone. Mr. Schumer ended the call, but then argued that he was entitled to keep his phone on until the cabin door closed.
When the flight attendant, whom Politico did not identify, walked away Mr. Schumer turned to Ms. Gillibrand and described the attendant as a “bitch.”
A Republican aide on the plane overheard Mr. Schumer’s comment and described the incident to Politico. The aide was not identified.
After it was reported on the Politico Web site on Tuesday, Mr. Schumer issued an apology and called the flight attendant to say he was sorry.
“The senator made an off-the-cuff comment under his breath that he shouldn’t have made, and he regrets it,” said Brian Fallon, a Schumer spokesman.
The Federal Aviation Administration says it is a violation of aviation regulations to disobey the instructions of a flight crew.
Through her office, Ms. Gillibrand said Mr. Schumer was “polite” and “turned off his phone when asked.”
But according to the aide who overheard Mr. Schumer, the phone rang again moments after the attendant had told Mr. Schumer to shut it off. “It’s Harry Reid calling, I guess health care will have to wait until we land,” Mr. Schumer said.
Tracy Dec 18th 2009 11:17PM
When I worked in customer service as a manager and had a bad day, or dealt with a rude customer, my next customer encounter knew nothing about it. I treated all clients respectfully, pleasantly and basically did all I could to keep each paying client happy. I wanted their business. I hired friendly upbeat people, so I did not have to train them to be that way. So you see, as someone who has just paid 500.00 for a plane ticket, I could care less, nor should I know that the passenger in seat 12B was rude to you. Its a part of most everyone's job who works in an industry with paying clients. The mature ones understand that. I don't know how the airline industry got so far off track in this regard, but it really does go directly to why they are losing money.
eileen Dec 16th 2009 10:22PM
I am a F/A for a major carrier...40 years. Don't make any ageist comments.
The Senator is a reason some of us occasionaly go over the edge.
What the estemed Senator Schumer (D-NY)does not realize that, like him, Flight Attendants also work for the US Government. We are certified by the FAA. If we do not enforce FAR's(Federal Air Regulations), we can be fined....a lot.
FROM THE NY TIMES
http://www.nytimes.com/2009/12/17/nyregion/17schumer.html
Senator Charles E. Schumer apologized on Wednesday for using a crude term to refer to a flight attendant who had asked him to turn his cellphone off on a US Airways plane before takeoff.
Harry Hamburg/Associated Press
Senator Charles E. Schumer
Charles E. SchumerMr. Schumer and his fellow Democratic senator from New York, Kirsten E. Gillibrand, were seated next to each other on the New York-to-Washington flight on Sunday, and both were talking on their cellphones, according to Politico.com, which first reported the incident. After an announcement that cellphones must be turned off, both senators initially kept talking on their phones.
Ms. Gillibrand ended her call, but Mr. Schumer kept talking.
The flight attendant then approached Mr. Schumer and told him the entire plane was waiting for him to shut off his phone. Mr. Schumer ended the call, but then argued that he was entitled to keep his phone on until the cabin door closed.
When the flight attendant, whom Politico did not identify, walked away Mr. Schumer turned to Ms. Gillibrand and described the attendant as a “bitch.”
A Republican aide on the plane overheard Mr. Schumer’s comment and described the incident to Politico. The aide was not identified.
After it was reported on the Politico Web site on Tuesday, Mr. Schumer issued an apology and called the flight attendant to say he was sorry.
“The senator made an off-the-cuff comment under his breath that he shouldn’t have made, and he regrets it,” said Brian Fallon, a Schumer spokesman.
The Federal Aviation Administration says it is a violation of aviation regulations to disobey the instructions of a flight crew.
Through her office, Ms. Gillibrand said Mr. Schumer was “polite” and “turned off his phone when asked.”
But according to the aide who overheard Mr. Schumer, the phone rang again moments after the attendant had told Mr. Schumer to shut it off. “It’s Harry Reid calling, I guess health care will have to wait until we land,” Mr. Schumer said.
donald Dec 16th 2009 11:09PM
I wonder if FlightSoul isn't right. Airfares vary according to route, time of year and other factors but with a little advanced planning fares that most people would consider "low" can be found at least to most domestic destinations. I wonder to what extent the cheapness of air travel is related to the lousiness of the experience.
I don't want to be priced out of air travel but in many instances I would be willing to pay a good deal more, especially on long flights, for a better (not luxurious) experience, i.e. somewhere to put my legs, a seat with more than a token recline, etc. I'm not talking business or first class, just humane treatment.
Then again, people complain that the standards of behavior have declined because the unwashed masses are on board. But so many of the stories you hear about poor passenger behavior occur in the front of the plane.
The extremely bad behavior aside, my beef is with the run of the mill vaguely hostile or careless or sullen behavior that some flight attendants exhibit. Any frequent flyer can tell you that some stations are worse than others. The United flight attendants out of Dulles to various places are notorious.
I had a friend in the front cabin of an American Airlines flight who had some super dooper frequent flyer status that entitled him to first choice of meals. When he wasn't served until towards the end, he asked the flight attendant about it and was awarded one of those "you are a threat" deals. If you knew or saw him you would know he's not a threat to anyone. There are a lot of reports of flight attendants pulling this nonsense since 9/11.
I am sympathetic to unionized moderate income workers. I've been one from time to time and may be one again soon! The middle class is getting squeezed. Flight attendants, pilots and others in the business have been screwed more than a few times as the industry has changed (or been mismanaged). Some of them are really really angry, and they let it show.
JerryF Dec 18th 2009 1:29PM
Here's a thought. Why don't the airlines use the tried and true compensation method that has allowed restaurant patrons to get good service from busy wait staff. Let's cut the wages of flight attendants by 20% and let them make up the difference by collecting tips. Good service, good pay. Poor service.....well you get what you deserve.
Tracy Dec 18th 2009 10:57PM
In listening to the news today, it appears that the flight attendant was the
one deemed way out of line, over the top, out of control etc. Also, many customers did stay behind the back up the passengers version of the story. The flight attendant has been disciplined or fired (the airline won't confirn which one but action has been taken). FInally I am tired of the industry defending its own rotten behavior because of long hours or difficult customers. Customer service is a component of their jobs. Security is a component of their jobs. If they can't handle additional security measures as a component with grace, they should find another job. I would never not do a component of my job because I worked long hours or had to deal with demanding customers. Why do you think they call it work. Customers asking for orange juice is not abuse. Customers not understanding all rules related to the flight is not abuse of a flight attendent. if airlines want to start earing some money they better pay attention. I dred flying because of the short, sharp natured BOSSY airline and airport personnel. I rarely fly any more because of the hassle. I'm sure others feel the same way.
Dave Dec 24th 2009 11:27AM
I'm the original writer of the AAOJ article. Here's my response...
Dear Heather,
Slow YOUR roll. The fact that you didn't actually read the whole article makes most of your points invalid. Yes, it was "filled with drama." Drama caused by Helen. Yes it was "over the top." Because Helen decided to make it that way. Airline bashing has only become a sport because the Airlines have made it too easy with their terrible service. Yes, your mother would tell you to get your own orange juice, but guess what... you're not paying her to bring it to you. You call this ONE bad travel experience, but it's not. I encounter a pissed off, power-hungry flight attendant on every leg of every flight. I just choose to pick my battles. Most of them bitch at customers about how they get on the plane, how they sit, what they're doing, and where their personal items are. I understand that it's "for their safety," but it's not what you say, it's how you say it. You want another example of ridiculous? Every week when I listen to my iPod, I put it in the seat pocket. The headphones cross the aisle to my ears. If I'm in an exit row, I obviously can't do that because if there were an emergency, the iPod headphones would "block people from exiting the aircraft." As ridiculous as that sounds, I obey anyway. Imagine my surprise when sitting in a non-exit row next to the window, when a flight attendant told me the cable was blocking the aisle. Really? I do this all the time. "Who is it blocking?" I asked. "Just move it," she said. Really? An iPod cable? In front of a non-exit window? In-between me and the window? This kind of BS, power trip happens every week on my flights. Not always to me, but to someone. The flight attendants feels empowered and entitled and begin to make up rules. Only when it became a "Federal Case" ... literally, did I decide to write about it. So no, Heather, it's not just one time.
I've had tons of bad days at work, but guess what? I've had to put my game face on in front of the client and fake that I was happy because I have to. I know that the job is important and pays my bills. I HAVE TO. That's what these attendants need to learn. I had lengthy discussions about this with some really successful friends in different industries. The conclusion was to fake it. No matter what, take it out on someone else who's not paying your bills. I'm sorry Heather, but that's just life. If Helen doesn't realize that lesson after this, then I feel sorry for her.
We DID report her to a position of authority. They did nothing. After refusing to take back the Federal warning that Helen issued or even call us on the phone, we took action. You do realize a Federal warning was issued that causes the Feds to get involved and possibly issue jail time to John, right? Or did you not read that part because it was too "dramatic?"
I work 18 hour days on a regular basis, so I don't want to hear about long days. 10 hours without a break or food is illegal in this country, and I highly doubt the union would allow that. That's a total exaggeration. If it's not, then ALL airlines are breaking the law and you should be all over that. We DID all confirm her irrational behavior, but AA refused to assure us they had it under control. But they didn't. It's sad that they only apologized after we made a national news story out of the whole thing.
Oh, and don't kid yourself Heather, those terrorists, the ones you said I mentioned, I never said the word terrorist in the entire article. Please read the whole thing next time.
donald Dec 24th 2009 7:23PM
Thanks Dave!
Heather , you've been schooled.
The bottom line is that serving customers is what flight attendants do. I know you all like to think you're the final line between life and death for your passengers, but we know that is essentially propaganda.
You know perfectly well by now that the incident unfolded exactly as Dave described. You also know unless you are a total fool, that a significant minority of your colleagues routinely behave badly towards customers taking out their anger with their management and with life generally on customers whom they are supposed to be serving.
Passengers have chased fares into the gutter. One of the results is that airlines have reduced wages and benefits to their staff. I'm sorry but that is not an excuse to act like an asshole towards customers.
SF Dec 25th 2009 1:03AM
I've flown long enough with AA (decades now) to know that the "attitude" you get from their FA's isn't because of these trying times etc... Generally AA's flight attendants have always had an attitude (no matter which class you're in) they actually seem a tad more humble nowadays perhaps they are grateful to have a job and maybe because they have less and less to do these days; with the days of delivering magazines, pillows, food, drink etc... a vague distant memory and all.
But why they can't do it with a smile or a light hearted touch and still get their job done like they do on Southwest I'll never understand. Come on people the hauls on SW are some of the worst if they can deliver service and safety with a half hearted smile anyone can.
kristen Dec 27th 2009 5:49PM
Dave, just to reply on one part of your response
"I work 18 hour days on a regular basis, so I don't want to hear about long days. 10 hours without a break or food is illegal in this country, and I highly doubt the union would allow that. That's a total exaggeration. If it's not, then ALL airlines are breaking the law and you should be all over that."
Actually Flight Attendants and Unions have been all over that, there has been numerous lawsuits trying to fix it. But unfortunately we are not covered by the Fair Labor Standards Act. We are covered under the Railway Labor Act. And therefor not covered the same way 9-5 people are.
And to Donald:
"The bottom line is that serving customers is what flight attendants do. I know you all like to think you're the final line between life and death for your passengers, but we know that is essentially propaganda."
Yes we are there to make your flight more comfortable. But I am also trained to deal with medical emergencies, which I have had to do on the plane many times. Heart attacks, seizures, choking, and strokes, I have had them all on a plane. I am not trying to make myself out to be a martyr of flight attendants, but yes we ARE there for your safety. I go to work everyday hoping I do not have to use what I really learned in training, but there are days that I do.