Safety first but serving passengers food and drink is definitely part of the job.

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Delta on landing message

“We hope you have enjoyed giving us your business as much as we have enjoyed taking you for a ride”, is that American irony or marketing suicide!?

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[...] Flight attendants. Darren Cronian from Travel Rants writes about passengers’ experiences of dealing with airline cabin crew. [...]

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Since when has it not the job of cabin crew to not serve food and drink. I realise you must have to deal with stupid passengers but I pay for a flight and expect to be served. If you do not like it find another job.

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Treat others as you wish to be treated. If someone is being rude they are well within their right to tell that person where to get off (how about 30,000 ft!).

Every flight I’ve ever been on they have been extremely helpful and friendly – perhaps it’s because I don’t go on budget airlines?

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Cabin crew are definitely there to serve food and drinks but that isn’t all they’re there for. At the start of the flight the purser usually comes on the PA stating if there’s anything they can do to make your flight ‘more enjoyable’ we should press the button. I agree that the passenger who presses this every 20 mins on a long haul flight is a bit of a knob but generally you should expect service with a smile.

It should be noted that I have never needed the services of cabin crew for safety purposes. I’m capeable of fastening my seatbelt and should the plane drop out of the sky at 40,000ft I don’t think they could be too much help.

Saying that, I generally have nothing but praise for canin crew – having flown on many national carriers I find many are happy to do what’s required and more than a happy minority will go ‘above and beyond’

My worst experience was on an Easyjet flight back from Barcelona when the stewerdess told me I was ‘Really annoying her’ as I was stood in the aisle talking to a friend as she was storming down the aisle with a trolley. Can’t imagine she lasted long – or she’s now working for Michael O’Leary, if he still has cabin crew.

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It’s funny. Many years ago, it was all about great service. Then when things became tight and service standards plummeted, airlines (especially those in the US) advocated that cabin crew where there primarily to ensure passengers’ safety. It’s a great tactic to mask or even justify deplorable service levels. I remember on a domestic flight in the US, I asked for a cup of water and the stewardess forgot so I asked again. She said that she wasn’t there to be at everyone’s beck and call (so she’ll get me my water when she found some time). I wondered then what she was there for. I mean, the safety instructions are mostly videos now. Show me the emergency exit in case the plane had to be evacuated? Pfff..

When it comes to bad service, Delta ranks right up there in my book. On a flight from Amsterdam to JFK once, I was sitting near the front of coach but there was no space for my bag and the flight was full. The stewardess told me to go search for a space myself in the back. I found a space somewhere near the back. When we arrived at JFK, the stewardess scolded me (!!!) for blocking the aisle while I tried to make my way to the back to collect my bag!! Never with Delta ever again!!

Which is why I will always avoid flying with US airlines, whenever possible. And if I had to, only Continental, which is the best in my book (though I hear Virgin America is good too).

I firmly believe that cabin crew are there not only to ensure the safety of passengers but also to ensure their comfort. In this sense, US airlines can learn a thing or two from Asian airlines (particularly Southeast Asian ones like Malaysia Airlines, Singapore Airlines, Cathay and Thai). Even Qantas is fab in this respect.

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Dealing with drunk passengers can be the worst of all..

Two weeks ago I had a five hour flight and this drunk guy would not stop harrasing the flight attendant, then he would not stop snoring, I think he finally got in trouble with the airline..

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Unfortunately, the flight crew must deal with incompetent passengers. They are on board for the safety of the passengers who’d freak out if something catastrophic happens; most people will panic in a crisis situation. It’s understandable about the food and entertainment, but you could always pack snacks and bring the iPod, MP3 player, netbook, latptop, or Nintendo DS. You could always sleep, carry on a conversation, or journal about your recent trip. Complaining only breeds more complaining which will transfer to your next trip.

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I have witnessed some pretty bad behaviour on flights as a regular traveller but, the worst experiences have been on cheap airlines. I do think sometimes though that the cabin crew can provoke people with their attitude.

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Last month my husband and I flew LAX – LHR to visit family in the UK. I had suffered a neck injury and was in a lot of pain. We flew United. Going over we had a British crew. The stewardess was so kind, got me an ice pack and checked on me regularly. Her kindness completely made the flight bearable. There was a lot of turbulence and that hurt my neck too but the ice really helped.

Coming home was a different matter we had an American crew and the trip was terrible. The male steward in our section was so rude. I came out of the bathroom and was waiting for an elderly gentleman to come up the isle before going to my seat and this guy game down the isle and and told me, his voice filled with the kind of irritation you get from a woman on PMS, “Could you please move so I can continue on my way?” I stopped, I couldn’t believe I was being spoken to like that. He said it again and I backed up and said, “Then you go ahead.” Then he saw the old man and had to back up for him. You could tell he was not happy about it. He was so rude and so self centered every time he pranced up and down the isle I wanted to trip him.

By the time the torture was over and we were on the ground I was in tears with pain. As we were walking out my husband took my bag and I said, “Thank you dear.” We were just passing Mr. Twinkle toes and he said, “Oh your very welcome.” As if I would call him dear or even say thank you to a man who refused to meet my eyes while he handed me cups of water for 10 hours. He made no effort to make a human connection with me at all, threw food at us like he resented it and how dare we be hungry after 10 hours in the same seat. And heaven forbid we have to get up to use the bathroom and he have to wait for us to get out of his way.

The other stewardesses were not any better. The British crew were good at their jobs they had personality, were kind and their smiles were sincere and you really got the impression that they cared about you as a person and doing their job well.

The American crew were superficial, self centered, and did not make you feel like they were sincere. Their smiles were soulless, well not the whole crew. I can’t say the whole crew was like that as they didn’t all serve us. I only inter reacted with 3 and they did not make my trip bearable as the first group did.

It doesn’t take much to be kind, especially when you see one of your passengers is in tears. Basic human kindness doesn’t take much effort. My friend told me every time she flies to the UK she goes Virgin because the American crews on United were not nice. So next time we go over to visit family I think we will try Virgin, they have a frequent flier program too.

WeI used to fly British Airways and I love them but they didn’t have a good frequent flier program the last time we flew with them. But they had the best inflight entertainment and even foot rests in economy. Untied’s inflight entertainment was very bad it didn’t work half the time and when it did the movies were not good and there was constant static on the radio stations.

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It used to be seen as such a glamorous job, but now you hear the stories of people having to buy their own uniforms and low earnings – it is unsurprising that there is low morale amongst staff at some airlines.

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Hi Darren

I flew with Onur to Northern Cyprus and due to the dispute with Greece for traffic control purposes, we had to stop over in Istanbul where we asked to leave the plane leaving the hand luggage behind marched round the airport like sheep and then back onto the plane. At no point were we given an explanation for this and at best the staff were off hand.

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It fairly frustrating to be Cabin crew. They are there for safety purposes without licensed cabin crew the plane can not fly… remember most crashes passengers survive you only hear about the ones where they do not. The also are expect to deal with all emergencies in the air, where you can not pick up the phone and dial 999 (911). Finally and there last job is to serve… yes said there last, no aircrew are allowed to do this before saftey. So yes Ryanair will always have aircrew.

Also if you think about it, that cabin crew member who has just been a bit sharp with you has had to put up with the plonker in 41D and the moaner in 32F plus all the complaints about the crying baby and to top it of the spoiled brats’ in 37 E/F/G have pressed the call button every 5 minutesfor the last 3 hours. If you’re on a long haul flight I am sure you can understand the smile maybe slipping.

As to the safety announcement it is law to listen to these.

My vote for worse cabin crew is American, the airlines seem to have a rule, serve 30 years with us and you can get international routes. They are often short with customers and I have never seen them be generally happy. But as the old saying used to go about TWA, Try Walking Across.

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@Dave,the reason you went via Turkey is…northern Cyprus does not exist… so you can only fly there from Turkey. (Yes I know it is there, the statement is political).

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Yes we are there to serve but we are also there mainly for safety. While I am serving you dinner I am also looking around the cabin & keeping one ear out for any unusual noises or emergency calls whiich might happen. I’m watching the guy in 35D who looks a bit sweaty and twitchy- just a nervous flyer or something else? The mother with two small children who is letting one sleep on the floor- must go talk to her about that. Oh how long ago did I check on the flight crew? hmm that old lady has been in thee lav quite awhile, just slow taking her time or is she ill?

Serving is just a small part of what goes on at 35,000′. And yes if you talk during the safety demo (I said demo not video) and others can’t hear then yes I will shush you. Same as would happen if you spoke loudly through the movie in a cinema. It’s only a minute out of your life but it could very well save it.

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Oh, I’ve seen both sides over the years.

Idiotic, drunken passengers – or just those who dislike ‘some little girl telling me what to do’ – overheard when a kind, patient air hostess tried to explain that everyone had to have their seatbelts fastened before take-off. This led to an embarrassing 10 minute delay.

On the other hand, on a budget flight at the weekend ,every member of the crew seemed to be auditioning for ‘rudest response that you can get away with without starting a fight.’

I don’t understand the safety vs service debate, to be honest. Medical staff have to look after safety, but only Dr House would get away with saying ‘get out of my way, you’re annoying me.’

Surely, maintaining safety standards takes priority over – but does not exclude – good service?

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I fly a couple of times a year and most crews are very nice, professional, polite.

The worst experience I had though was on a long haul (San Diego to UK). I’d asked for veg meal and it didn’t make the flight. I understand at 30,000 feet not much to be done, but head flight attendant was very brusque… kind of a “too bad for you” attitude. Also when I was leaving restroom we hit a bad bit of turbulence. Another flight attendant told me just to sit in empty seat near restroom (back in the day when there were empty seats on planes) so I complied. Hello, safety, I get it. But then 10 minutes later, head flight attendant came and yelled at me for sitting in seats reserved for flight attendants. Same seat I’d been told to sit in for safety. What?! Okay, I get you’re having a bad day but don’t take it out on ME!

BTW I’m one of those meek little flyers who pay attention to the emergency instructions and count how many seat backs I am to the nearest exit.

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“andygeog: It should be noted that I have never needed the services of cabin crew for safety purposes. I’m capeable of fastening my seatbelt and should the plane drop out of the sky at 40,000ft I don’t think they could be too much help.”

@andygeog – The majority of aircraft accidents are non-catastrophic, but involve a very real risk of fire. Fire is the thing most likely to kill you when you step on to a plane, which is why there is a significant emphasis on evacuation procedures. Safety is about more than fastening your seatbelt; when hundreds of passengers need to evacuate a plane in 90 seconds (the flashover window) the a cabin crew start to earn thier money.

It is also in cases like this where attitudes like yours begin to compromise your own safety and that other passengers.

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I flew with UA in February… never again. It felt like just being on the flight was some sort of inconvenience to the flight crew. I was yelled at for stacking my colleagues tray on top of my own (Just trying to help?) and to be honest, it seemed like they had all been laid off just before the flight departed.
On the return flight, one of the crew sat on the arm rest of the seat ahead of mine and discussed the movie he was an extra in what seemed like the entire 15 hours I was trapped in there. At least he had something to fall back on when he gets the can? Even China Airlines had better service.

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@Rebecca – surprisingly enough, most people do not “panic in a crisis situation”, at least not in airline accidents. One common factor in many of the evacuations in the last couple of years – the Continental incident in Denver, the US Airways plane in the Hudson, just to give two examples – is how afterward both the passengers and crew members were surprised at how well passengers handled the evacuations. In fact, one of the most common problems is passengers who under-react and start getting belongings out of the overhead bin.

The whole safety-versus-customer-service argument has been around for a long time, and won’t be settled anytime soon. I don’t think the two roles are contradictory, except in the occasional case where a FA has to ask a passenger to wait for something because the FAs are in the middle of a more important activity, and a polite “I’ll get you that as soon as I can…” is all that’s needed.

I have noticed a tendency among some US carriers lately to drop the word “safety” in places where it isn’t relevant, in the belief that the magic word makes everything OK. For example, a few months ago a flight I was on boarded an hour and a half late, and as we were being seated the pilot came on and said “well, we’re doing our safety checks now and we’ll be on our way as soon as those are done.” Well, the problem is that the gate crew had already told us that the delay was because apparently both the pilot and co-pilot were commuting in from somewhere else and had been delayed…but the fact that he said the magic “S” word was supposed to make everything OK now and the 150-plus people on the plane shouldn’t be in the least bit annoyed that 90 minutes of their lives were gone, because they’re doing “safety checks” now.

I’ve also noted that it the FAs make any remark along the lines of “the flight attendants are here primarily for your safety…”, that the service will be lackluster at best, and if it’s on a certain airline that will remain unnamed at lest half the FAs will be flat-out rude. I do have sympathy for FAs and the crap they have to put up with out of some people, but on the other hand the vast majority of passengers are not bad people.

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I think it’s all about survival of the fittest, if you don’t want to listen to the emergency announcement and something happens and you freeze, it’s your own fault, guess you don’t deserve to be here.

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I think all flight staff need a reality check.
They are solely there to seve food and drinks to paying customers.
Anything else they claim to be is nonsense.
I was once at a Derren Brown show in London and he asked the audience if there was anyone who was ‘medically trained’. A dozen or so people put their hands in the air and he asked a woman what she did for a living. She replied ‘cabin crew’ Silly cow. Lots of sniggering around the theatre.
I don’t think Derren Brown was too impressed and asked someone else!

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Do BA staff realise, we are in the grip of the worst recession in living memory. Their company recorded the highest loss in its history of £400 million last year and a judge thankfully stopped the threatened strike because the ballot was illegal due to those already taking severance included.

Every day we hear of companies going to the wall with Corus mothballing a steel works with the loss of 1700 jobs only last week..

BA cabin crew are one of the highest paid in the industry and if they had a glimmer of common sense must realise if their company is to survive they must be competitive.

You get the impression that they think it is impossible for BA to go bust, history is full of workers who felt like this in this country.

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I fly nearly every week and have done so for many years now – mainly domestic (UK) and Europe on many different airlines.

I have professional knowledge of occupational psychology, and wonder if my opinion on F/As behaviour and attitude might be interesting? Additionally, like many of you, I have seen it all, from the very worst to the very best – sometimes on the same flight!

I am particularly intrigued by the use of the word ‘professional’ that cabin crew and even you dear readers use to describe what used to be called ‘air hostesses’.

First of all, cabin crew cannot be and never will be ‘professional’ in the true sense of the term (i.e. they have no discrete knowledge base nor independent self regulatory body). The more we and airlines call them ‘professionals’ and describe their behaviour as ‘unprofessional’, then these poor people, who let’s face it, are not the sharpest knives in the intellectual drawer, will begin to believe that they really ARE professionals.

This leads to cabin crew becoming puzzled and upset at not being treated like a ‘processional’ by passengers and this is because the majority of passengers know full well that cabin crew are not professional and therefore do not treat them as such. Example this – when did you last see or hear of one of the flight crew (who ARE) professionals being spoken to rudely by passengers? The majority of people will automatically offer respect to proper professionals (Doctors, Nurses, Lawyers & etc…), but will not do so if they perceive the person they are interacting with is not a true professional.

We do not expect the checkout lady in Tesco’s to act ‘professionally’ – only with a little courtesy, so why should we expect cabin crew to do so? It is not fair on them. Professional behaviour is enacted in many complex ways – e.g. discretion, empathy, broader understanding of the single issue – and crucially, an extremely evidence based approach to decision making and actions gleaned from many years of study, research and professional practice.

I know cabin crew won’t like this, but actually 4 -5 weeks ‘intensive’ training in how to evacuate an aircraft and don a life jacket does not actually fall into the latter category.

So, maybe if we were all a little mindful of what ‘professional’ actually means and what professional behaviour is, our expectations of cabin crew behaviours should reduce to the undertaking of bare minimum functions such as making safety announcements and serving meals and beverages – nothing more, nothing less.

If they do not make eye contact, serve you with a smile or generally act like they care, then my advice is not to concern yourself. Expect very little, be delighted when you get more, but never, ever expect ‘professional’ behaviours from scarcely trained women and men who, well, perhaps are simply not able to aspire to greater career heights than being an air hostess or steward.

Hope this was interesting. 

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I am a cabin crew member for a large UK airline. I expect comments from passengers who are so far from the truth they are stuck in the clouds themselves. So it comes as no suprise to find people like yourself (Tim New) calling cabin crew unprofessional.

To be honest I am not overly concerned as we meet people in the same view as you day in, day out.

I work in this industry because I enjoy it, it comes with great perks and benefits! We all know cabin crew are their for safety, however, my job also includes serving passengers – and I agree, some people are in the wrong job!

But next time you jump on one your weekly flight, try having a conversation with one of the crew. It may suprise you to know that these people are qualified lawyers, nurses, doctors and most have university degrees and are more educated than you think.

4-5 weeks training does not involve jumping up and down slides and putting on lifejackets. ‘Scarcely’ trained is an understatement. I’m not even going to entertain you by replying to these comments.

Why should these people aspire to greater careers, is it compulsory? Have you thought many actually enjoy the job they do? I work with many talented individuals who are ‘professional’ and treat customers with respect.

I deal with many passengers who are plain rude, with no respect for anybody else. On the other hand I see hundreds more who are pleasant and make my job worthwhile.
A little politeness goes a long – long way! Why do you have to poke me to get my attention, excuse me would be fine!
As to flight crew receiving abuse, they do and I have witnessed it. End of!

In regards to the Hudson plane crash and passengers not panicking?? Maybe you should read further into the accident. The flight attendant had to STOP a passenger from opening one of the rear doors, by forcing them! This action alone possibly saved the lives of all (or at least a majority) onboard AFTER the crash! But I won’t bore you with the technical details as to why, because like us – the not so sharpest tools in the box you probably wouldn’t understand the reason why.

I work as crew and run my own successful business! I completely disregard your statement about crew aspirations for a greater career. I don’t want to do anything else, i’m quite happy to reap the rewards I am getting now and running my own company. It’s not compulsory to climb the ladder and it’s better than joining millions of people sitting eating my income tax watching Jermey Kyle every morning!

These people are ordinary people just like you and me, you are no greater to them as they are to you. I’ll be back at work again in a couple of days, with a smile on my face, and serving another 300+ people with a professional and positive attitude.

I’m sorry that some let it down for others but everyone is not the same and i’m sure many of you work with people who are less as enthusiatic and unmotivated than yourself.

Don’t be scared to push the call bell, it’s what we are there for. We are there to serve you just as you pay our wages!

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Hi Richard

Well, without being the least bit patronising, your reply has really given me something to think about.

I am sorry ‘though – you surely must be a ‘one off’ and unique individual with such a positive attitude to your job and your overall life.

In my experience, the majority of your colleagues are ‘okayish sometimes’, a significant minority are nasty creatures, and a small minority are like you.

Of course we only really remember the experiences that are at the opposite ends of the continuum, which is why although I fly twice a week, I can barely remember only a handful of the annual 100 plus flights I have been on.

Fair play to you Richard, I work with doctors who have exactly the same sort of spread of ‘niceness’, and come to think of it (courtesy of you!) – Why should doctors be allowed to get away with it (which they do) and not cabin crew who are ranted about far more often than most other groups of service providers.

Whichever airline you work for, I hope they know how lucky they are in having such an intelligent and thoughtful person such as you working for them, and I wish you the very best for the remainder of your career in the end.

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@Tim

I note your comment: “First of all, cabin crew cannot be and never will be ‘professional’ in the true sense of the term (i.e. they have no discrete knowledge base nor independent self regulatory body).”

The Safety Regulation Group (SRG) of the United Kingdom (UK) CAA regulates training of cabin crew who operate on UK registered aircraft. The CAA will monitor crew on UK registered aircraft to make sure they come up to the required safety standard.

Please remember that they are Cabin Crew not Serving Crew.

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Thanks Nick

BUT…, Cabin Crew have no SELF REGULATORY body. The CAA is not comprised of cabin crew members, but from other ‘real’ professions. Doctors are self regulated by the General Medical Council (GMC), Nurses by the Nursing and Midwifery Council (NMC) and so on. All professional bodies comprise senior members of that profession – and no one else. This is (just one) element of exactly what it means to be a professional.

I’m afraid in your effort to support cabin crew you have justified exactly my point. PLEASE (for their egos sakes) try to avoid referring to cabin crew as ‘professional’. They are not, have never been, nor will they ever be.

Sorry…

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