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

by Tom Johansmeyer on
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.

Mixed Messages: How airlines miss the service opportunity

by Tom Johansmeyer on

As I write this, I’m several thousand feet above the Atlantic Ocean on a JetBlue flight to St. Martin. I looked up from my screen for a moment, just to get a change of scenery from the seemingly endless line of characters that’s been manifesting before my eyes. On the small screen housed in the seatback before me, I saw a brief ad for JetBlue, positioning its service as a reason to keep flying this airline.

It was a clever little animated video. A passenger chases a flight attendant call button as my cat pursues the little red dot I shine on the floor, without regard to the futility of the task. Of course, this in-flight advertisement ends with the passenger on JetBlue flight, receiving high-touch service from the flight attendant.

Later in the flight, the flight attendants walked the aisle with premium snacks for sale. Ostensibly, this would seem like a contradiction – positioning a brand as service-intensive while nickel and diming passengers for grub on an international flight. The reality, however, is a bit more nuanced. The two don’t need to be mutually exclusive. In fact, airlines could probably get away with charging for more if they delivered a higher level of service … which bears no incremental cost.
A smile and prompt answer to the call button don’t cost the airline anything extra, and an efficient check-in desk or gate operation can offset luggage fees, premium snack charges and just about anything else.

Service shouldn’t be confused with amenities. We’re losing the latter at an incredible pace … while learning that the definition is much broader than most of us probably realized. But, this doesn’t have to come at the expense of the former.

What I encountered on this JetBlue flight is that the service was commensurate with the positive portion of the animated video, suggesting an airline that has figured out how to make the most of its brand without having to submit its margins to the gobbling effects of meals and headsets.

Airlines have a unique chance to deliver more service without having to make any financial sacrifices or charge higher prices. All it takes is a smile.
[photo by mrkathika via Flickr]

Galley Gossip: Barfing on a plane – the do’s and don’ts

by Heather Poole on

1. Don’t fly – if you feel sick before boarding a flight, talk to an agent about rebooking on a later flight. Trust me, it’s better to be sick in the terminal than on an airplane. At least in the terminal you can leave. Once on the plane you’re stuck.

2. Don’t ask to sit in first class – On a recent flight during boarding, a passenger told me she felt ill and then immediately asked if there were any first class seats available. Just because you’re sick doesn’t mean you can sit in first class.

3. Do locate the barf bag – As soon as you feel nauseous look inside the seat back pocket in front of you for a barf bag. Because you may not have one. It’s amazing just how many have been transformed into hats (pictured), dresses, ipod holders, gum holders, trash bags, or used as paper for writing letters.

4. Do tell a flight attendant – Don’t wait until the last minute to inform a flight attendant you’re not feeling well. Tell us ASAP! This way we’ll be able to take better care of you. We’ll even give you something bigger to throw up in. Those little barf bags are not large enough for projectile vomiting. Trust us, we know.

5. Do sit near the front of the aircraft – Mix an upset stomach with a little turbulence and you’ve got a recipe for disaster. The front of the aircraft is always a lot less bumpy than the back. Just make sure to ring your call light and tell a flight attendant what’s going on before it gets too bumpy to move you to another seat!6. Do get comfortable – Recline your seat and if possible, turn the air vent on high. If you’re feeling clammy, a flight attendant will bring you a cold, wet towel to place on the back of your neck.

7. Do drink soda – Without ice. On my last flight a doctor informed the crew that Coke works better than Ginger Ale. “The syrup has medicinal properties,” she said. Make sure to get rid of the bubbles (carbonation) first by stirring or pouring the liquid from one plastic cup to another before serving it to a sick passenger.

8. Do eat something – Think white; bread, dinner rolls, biscuits, crackers, whatever. Take small bites and eat slowly.

9. Don’t barf on others – Once a passenger barfs on another there’s usually a chain reaction. This is a flight attendant’s worst nightmare. A friend of mine had a little boy on board who vomited on several passengers as he ran to the lavatory. Soon there were 40 other passengers joining in.

10. Don’t barf in first class – On my last flight a woman ran all the way from coach to first class and then locked herself in the lav for thirty minutes. We were on a 757. There’s only one bathroom in first class. The cockpit never got a potty break.

11. Do discard barf properly – When that same sick passenger finally exited the lav, she attempted to hand me a warm bag of barf. We were in the middle of the meal service. Please, I beg you, discard barf in the proper location, the trash receptacle located in the lavatory.

12. Don’t be embarrassed – flight attendants deal with sick passengers all the time. It’s no big deal. Just about everyone has felt sick on an airplane at some time or other, and if they haven’t their time is coming. Remember to lend them your barf bag.

13. Ask for a wheelchair – Before the airplane lands, tell a flight attendant you’d like to have a wheelchair meet the flight. This way you won’t have to walk through the terminal if you’re still feeling badly.

14. Don’t fly – Got a connecting flight? Go back to number one and stop there!

Photo courtesy of Gthills and Ben Howes

Spirit Airlines strike continues – 600 flight attendants furloughed

by Scott Carmichael on

The two day strike at Spirit Airlines turned into a three day strike, and then into a five day strike. And with no end in sight, the airline just sent its 600 flight attendants some bad news – they are all furloughed.

The move means these staff members will be without a pay check until the 500 Spirit Airlines pilots reach an agreement on their new contract.

The pilots are currently talking with the airline at an “undisclosed location”, but it is pretty clear that the airline is ready to play hardball. It also makes the pilots look like the bad guys, even though they are just trying to fight for what they (claim they) deserve.

The airline has been on strike since June 11, and is most likely losing millions – they usually carry 10,000 passengers a day, and without that revenue, it’ll take quite some time to catch up. The current talks involve the airline, the pilots union and the National Mediation Board.

[Image from Getty Images]

Flight attendant: Packing heat was a mistake

by Tom Johansmeyer on

Let’s be clear: Amber Robillard said she didn’t mean to put a loaded handgun into her carry-on bag. The flight attendant – keeper of order, safety and beverage cart service … not to mention explainer of the rules – says she accidentally packed heat, without a license, when she went to Indianapolis International Airport.

It’s all a big mistake.

On June 4, Robillard was charged with carrying a handgun without a license, in addition to “entering a controlled area in an airport with a weapon,” according to the Associated Press. The AP further explains:

Court records say the 39-year-old told police she mistakenly picked up a bag containing her gun during a trip to Indianapolis. Inspectors found the gun in her bag when she arrived at the city’s airport to work on a Delta Air Lines flight to Atlanta.

Yeah, she took her gun to work – with an airline. Genius. Next time this flight attendant tells you to turn off your Kindle or BlackBerry, how much credibility will she have?