Mixed Messages, Part II: The role of the flight attendant

It’s almost embarrassing to admit that the short, comical (and obviously very powerful) JetBlue video that I noticed on a recent flight left me with so much food for thought. Maybe it’s the fact that a stick figure chased a little red dot into the overhead compartment … I’m not sure. What does matter is that it had an effect. In addition to noticing the opportunity for increased service with no expense, it also occurred to me that the flight attendant is being positioned as a service employee … rather than the final arbiter of the rules or safety czar.
This made me think: how secondary is the service role to the primary safety responsibility of these airline employees? We’ve all seen plenty of commercials with smiling flight attendants eager to please their passengers. Yet, we have yet to see an airline invest its marketing dollars in a 30-second spot chronicling the exploits of the heroic flight attendant.

But, wouldn’t that be a great idea?

Think of how it would play out … a la David Hasselhoff with a torpedo buoy, red shorts and a mission to save a life. We’d see her (or him) burst forth from the galley, flotation device in hand and a determined look on her face (wow, this really is starting to sound like a Baywatch knockoff). “Safety First,” I’d label the ad campaign, with the only service highlighted being the gallant saving of a life.

What more could you ask for? I don’t know about you, but C.J. running up the aisle to guide the passengers sitting in the exit row is a pretty compelling reason to choose an airline.

Or, we could all face the fact that the service aspect of the gig isn’t really as secondary as it seems.