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.

Mixed Messages: How airlines miss the service opportunity

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]

Spirit Airlines strike continues – 600 flight attendants furloughed

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

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?

Galley Gossip: Switching seats, exit row safety & asking for upgrades

Recently on a flight a passenger took the empty seat beside me. He had an assigned seat that he left behind. If by luck of the draw I had an empty seat (true not paid for), then it seems to me that as a beneficiary of said luck that I have inherited certain rights. If the other guy had stayed in his OWN seat, I would have had the enjoyment of more space. His moving AFFECTED me. The only reason I point this out is because while my situation was benign, I know that sometimes these little irritations or frictions on flights escalate into real on board conflicts (fights), and while I am describing out a pretty subtle point here, I think that it is better for the flight crew to mediate between passengers using preventive practices (etiquette, courtesies, “rules” etc.) rather than letting passengers resolve them themselves, in those cases where we are dealing with seat assignments at least. – Trevor

I’m going to tell you what 90% of the flight attendants I know would say. You paid for a seat. One seat. Not two seats. Not an entire row. Just a single seat. So if a passenger wants to switch seats, that’s okay. The passenger is allowed to sit in “your” row. While at my airline passengers are free to move to any open seat available in their ticketed cabin, other airlines (regional carriers dealing with weight and balance issues and airlines who charge extra for certain seats in the same cabin), require passengers to ask a flight attendant before swapping seats. If the flight attendant says it’s okay, it’s okay, the passenger can move.

Just because you were lucky enough to to score an entire row to yourself does not mean you have “inherited certain rights.” Oh sure it’s annoying when someone who already has a seat invades your space, but imagine you are the one stuck in an undesirable seat and there are two open seats in the row behind you, wouldn’t you move? Should a passenger have to suffer just because someone else is the “beneficiary of said luck” when there is plenty of room for both passengers to stretch out and relax?

In the future, if you’d rather not sit next to anyone, try making your row a little less appealing. The most popular seat on the airplane is the aisle seat. Take it! Otherwise someone will plop down beside you. Then, after takeoff, spread out. Pull the tray table down and place something on top of it. Put a bag, coat, or book in the seat beside you. Pretend to sleep. Not many people are ballsy enough to wake a sleeping passenger. Try traveling with a packet of Kleenex. No one wants to sit next to the sick guy. Or better yet, travel with a child. Works for me. Passengers avoid kids like the plague. That said, if someone still wants to sit in your row, they can. So be prepared to move your things out of the way.Airlines are charging for exit row seats and I have been on two flights where they have remained empty and flight attendants required payment from passengers who requested to switch to them. My question is what happens in case of an emergency landing? Do you think it is safer to have an able bodied person willing to open the door sitting there? I can visualize pandemonium as people rush to the door. I think gate agents or flight attendants should be able to offer these seats to qualified passengers! – Laura

While it makes sense to have willing and able bodied passengers who meet the exit row criteria seated in an exit row in case of an emergency evacuation opposed to leaving those seats vacant, FAA does not deem it necessary. I could tell you why I think this is, but it doesn’t matter what I think, or what you think for that matter. It is what it is. My question to you is, if flight attendants and agents working for an airline charging an extra fee for the exit row could move passengers to the vacant seats for free, how would they determine which lucky passengers to choose without creating the same type of pandemonium? With all that leg room, the exit row is the most sought after row on the airplane! That said, I understand why some airlines, mostly discount carriers, are charging the extra fee. They have to stay in business somehow!

At my airline we do not charge a fee for the exit row, but our ticket prices are higher than most discount carriers and the exit row is often blocked just for frequent fliers. Nine times out of ten the most elite frequent fliers occupy the exit row and bulkhead seats. So while my airline isn’t charging a fee for the row, they are asking for something even more – passenger loyalty. It comes in the form of miles. So what’s worse, an airline charging a small price to anyone willing to pay for the extra space, or an airline who only rewards a select few? Wouldn’t you rather be able to purchase the seat than not even have a shot at it?

This summer my husband and I will be traveling internationally. (New York to Warsaw) We have never asked for an upgrade to first class. If the agent says there are seats available, is there a charge? Or just willingness to fill a few seats? Additionally, what is the “polite” way to request an upgrade? – Lecia

While it never hurts to ask, it’s highly unlikely you will get an upgrade to first class free of charge. Not with airlines losing money the way they are these days. Because so many people travel often, it’s unfair to upgrade one group of passengers over another without going through the proper procedures. Trust me, passengers are keeping tabs. If an agent were to upgrade a passenger for free, rest assured that agent would hear about it in the form of a complaint letter from another passenger who also wanted an upgrade. For an airline employee, upgrading passengers for free is not worth losing a job over. Remember passengers are miserable, flights are full, and agents are under a lot of pressure to get airplanes out on time, so if you decide to give it a shot, be polite, friendly, and honest about what you want. Agents have heard it all, every story in the book, from pregnancy to bad backs. An honest approach will only work to your advantage. Whatever you do, do not hover over an agent. That will only work against you. Simply wait until the agent has a free moment to ask your question, and then, after your request has been made, step away from the desk. The last thing an agent needs is added stress.


Photos courtesy of Matt Sidesinger and Rnair