Galley Gossip: The first class / orange juice passenger responds to what happened in flight

by Heather Poole on

My Galley Gossip post, a flight attendant responds to the first class orange juice debacle, created quite a flurry of comments from people venting their frustrations out on flight attendants. Many readers accused me of defending Helen, the flight attendant mentioned in the letter published on the Consumerist web site. But I did not defend Helen. As a matter of fact, if the story is true, I think Helen needs time off until her issues are sorted out.

That said, I did defend flight attendants in general. At the end of the letter the witness to the orange juice incident transfers his anger from Helen on to flight attendants in general over the last twenty years. I’ve been a flight attendant for over fifteen years and I take pride in my job, as does so many of my colleagues whom provide excellent customer service on a regular bases. It saddens me that one bad apple can affect so many people.

Now this story was originally brought to light by David Koss, the passenger who wrote the letter to the Consumerist. He sat behind the passenger who ordered the orange juice, witnessing the entire debacle first hand. No one deserves to be treated badly – passengers and flight attendants alike. But I’m a firm believer that there are always two sides to every story, so who knows what really went down on that flight!

Now imagine my surprise, while scanning the comments under my post, when I found this, an actual response from the passenger directly involved in the incident…I am the airline passenger whose request for orange juice has caused so much internet traffic. Although the vast majority of the responses on the blogs have been overwhelmingly supportive of me, I’m surprised and disappointed at a few of them that have actually been empathetic towards the flight attendant. If I wrote everything that happened on that flight, my own response would be longer than most people would care to read. Thus, I’d like to point out a few facts for the time being:

1) Before that ill-fated flight, I had never even met the writer of the article that has caused so much internet discussion. He would have absolutely no reason to lie or embellish a story about someone he’d never met.

2) A passenger seated across from me later told an AA representative that at least four passengers had issues with this flight attendant, and added that I “happened to be the unlucky guy she exploded on.”

3) Every single passenger in my row as well as in the row behind me (thus, the only passengers that could see what transpired) all walked off the plane with me in unison when I was told that I’d have to meet with an AA representative at the arrival gate. At least two of them without my even asking volunteered to be witnesses for me.

4) All 6+ of these passengers/witnesses not only passionately defended me to the AA rep. at the gate, but all of them stayed to talk with her for at least 30 minutes. Most of them had either connecting flights or important places to go. (I’d like to ask the readers of this blog a question. If this type of thing had happened to you, even if you were totally “in the right”, what are the chances that every passenger in your section of the plane would walk off with you in unison and spend 30-60 minutes of their valuable time defending you to an AA representative.)

5) One passenger was so unnerved by her intimidating behavior that he told the AA representative that if this flight attendant was working his connecting flight, he would not board the plane.

6) My witnesses are not stressed-out, snotty businessmen as some have wondered about. Almost all of them belong to a women’s religious group that promotes peace. One could not have assembled a group of people that was more deferential and polite than this group.

7) Not only has AA already called me to profusely apologize, but they have called other passengers on that flight as well to apologize. I know of at least two others on that flight that have filed complaints with AA regarding incidents that were either partially or totally unrelated to my own.

8) I wanted to have this incident quickly fade away, and I diligently avoided engaging this flight attendant for the rest of the trip. The incident itself was not all that eventful. What was disturbing was that the flight attendant spent the rest of the flight attempting to get other passengers to testify for her regarding what had happened. As each passenger in my section individually told her that they disagreed with her version of the incident, the flight attendant progressively grew angrier and more determined to turn a “molehill into a mountain”.

9) For the readers of the article who think this flight attendant was just “having a bad day” and should be left alone, please remember that she handed me a formal warning that threatened potential legal action. The Customer Service Manager who met all of us at the arrival gate stated that while he was shocked by the story we all told in unison, also mentioned that the warning letter was a serious matter that had to be investigated by multiple entities. I ask the readers of this blog how they’d react after being told that by this Senior Manager, especially if they had literally millions of frequent flyer miles with this airline, as I do.

I’m happy to hear that the airline not only dealt with the situation immediately, but also apologized to those who witnessed what happened. As for passengers showing so much support to a fellow cabin mate, I’ve seen it time and time again. It does happen. More often than you’d think. Whenever something out of the ordinary happens on a flight – whether it be to the crew or to another passenger – there’s always a special bond that forms between those who were once strangers. It’s always nice to know that people really do care about others. I’m glad the “orange juice” passnger wrote in and set the record straight. I know many of you had questions, as did I. Something tells me we won’t be hearing Helen’s side of the story. That’s probably a good thing. Hope your next flight is a good one!

So….any chance there’s a passenger out there who might actually have a good airline / flight attendant story to share?

Photos courtesy of kappuru and thezipper

Galley Gossip: A flight attendant responds to the first class orange juice debacle

by Heather Poole on

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?

Then when I heard our very own Annie Scott had covered the same story here, I dreaded pulling it up. I really didn’t want to read it. Only because airline bashing seems to be a new sport and…well…I knew it couldn’t be good. But I took a deep breath and began reading Annie’s post anyway. Two seconds later I found myself laughing because Annie’s right, your mother would tell you to go get your own dang orange juice! And I’m glad she brought up that old magazine ad featured along with the Consumerist post. That was the first thing that turned me off about the article. I mean what the heck were they thinking using a milf-y photograph of a stewardess curled up in a chair? Really, I need to know.

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 career 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

Galley Gossip: Airline seniority, bidding & working undesirable trips

by Heather Poole on
Dear Heather,

Since when do you have Oklahoma City layovers? Heather, Heather, Heather……I’ve always envisioned you as A View From The Top, Transcon, 767, New York to LA Princess. It’s really hard for me to picture you on a Super80 Oklahoma City two-day. What gives?

Yours truly,

Ron “The frequent-flyin, two-timin cheat“

PS Did Miss Oklahoma really sit in economy?

PSS Did your dress really rip because of that leap out of the crew van, I mean…. well, we ALL now know what you had for breakfast that day! LOL!

Dear Ron,

Ya just had to go and bring up the Cracker Barrel, didn’t you! Thanks a lot. It’s official, I’m now on a diet. As for Miss Oklahoma, not only did the lovely Miss Taylor Treat sit in economy, she sat in a middle seat! Not once did she complain about it, either. I know who I’m going to vote for in the upcoming Miss America pageant!

I completely understand why you might be disappointed to learn I’m not the transcon princess you’ve dreamt about. From time to time I really do bid for Oklahoma City / El Paso / Nashville / Kansas City layovers. I know it’s hard to believe, but It’s kind of nice to shake things up. No matter how great a trip may be, after awhile it gets boring knowing what passengers are going to say before they even say it and only stocking the beverage cart with diet soda, club soda, bottled water, and extra limes when flying back and forth from New York to LA. Anyway, ya gotta do what ya gotta do to hold the holidays off. My Oklahoma City layover was just the price I had to pay to spend Thanksgiving at home with family.

SENIORITY – Refers to a flight attendants years of experience. Years of experience with an airline is based on date of hire. Seniority is everything at an airline. It determines what trips a flight attendant can “hold” and whether or not a flight attendant will serve reserve.

I have fifteen years seniority at my airline, which isn’t much considering many flight attendants have forty – plus years with the company. That’s why I commute from my home in Los Angeles (one of our most senior bases in the system) to New York (our most junior base). In New York I can hold great trips. More importantly, I’m off reserve.

BID, BIDS, BIDDING – a request of choice routes made by each flight attendant to fly specific monthly schedules. At the airline I work for, our bid sheet offers over hundreds of lines to choose from. Bids are awarded by company seniority. Ever wonder why the flights to Asia and Europe are staffed by our most senior crew members? Because it takes a lot of seniority to hold the best trips!

Each month I bid for the exact same trips: San Francisco, Seattle, Los Angeles, San Diego, Las Vegas, and Dallas turns. Normally I’m awarded one of my top ten choices. But during a holiday month every flight attendant is trying to get the exact same days off, so I’ll bid a few “undesirable” trips just in case I can’t hold what I want. And that, Ron, is how I wound up with Oklahoma City layovers in November.

This month I got lucky. I’m off on Christmas eve, Christmas day, and New Year’s Eve! Of course it came at a price, a very steep one – a line of turns on the 757, and not just any line of turns, but a line of New York-Vail turns. I shudder just thinking about it. I mean what could possibly be worse than working a full 757 crammed with 160 passengers who all think they belong in first class. Not bad enough? Now imagine all those full length fur coats that MUST be hung at once in a closet barely big enough to house the coats and jackets belonging to those who are actually seated in first. And that’s just the beginning. We haven’t even taken off yet! But I’ll be home for Christmas and that’s all that matters.

Not to worry, Ron, things will be back to normal in January.

Happy Travels,

Heather

Photos courtesy of Heather Poole & Jennifer Pickens

Seven travel-related things to be thankful for

by Katie Hammel on

While travel as the act of discovering a new place can be exhilarating and exciting, travel as the act of being in transit can be annoying and exhausting. Long lines, delays, rude people and all the frustrations that go along with moving large amounts of people from A to B can make the physical movement involved with travel something to really complain about. But this Thanksgiving, I wanted to take a step back and think about all the travel-related things that we do have to be thankful for.

I’m thankful for the airlines.
I know, I know, we spend a lot of time griping about all the things the airlines are doing wrong. They run late, they lose our luggage and they charge us extra for everything, but without them, traveling would be a completely different experience. Thanks to the airlines, we can leave home and arrive on the other side of the world within a day – a single day. That kind of immediate access to a far off country was unfathomable just a few decades ago. Back then undertaking a long-distance journey meant days, if not weeks spent on a train or a trans-Oceanic boat ride. And for all but the rich, that kind of travel was cramped, uncomfortable, dirty, and often dangerous. So I’m thankful for the airlines, for making long-distance travel quick, affordable and safe, and for allowing us to travel the world with relative ease.
I’m thankful for hardworking airline and airport staff.
I’m very grateful to airline staff, especially to the good pilots (you know, the ones who aren’t too drunk, crazy or horny to do their jobs) who do everything in their power to get us all to our destinations safely. I’m thankful for mechanics, baggage handlers and ground crew who work hard and are rarely recognized for it (Seriously, just think about the massive coordination it must require to sort, load and unload all that luggage and you’ll be surprised more isn’t lost). And I am very, very thankful for the cheerful flight attendants who probably put up with far too much crap from stressed and cranky fliers, yet still manage to serve my vodka and cranberry drinks promptly and with a smile.
I’m thankful that booze is still served on flights.
Chris Elliot may think it’s time to get rid of the booze on flights, but as a nervous flier, this girl needs a cocktail or two to help stay calm during rough flights. I’m even more thankful for the handful of carriers that still offer free drinks on international flights. You guys get my business over an airline that charges for drinks, every time.
I’m thankful for a job that allows me to travel
It’s easy to lament the high cost of traveling or that fact that we never seem to have enough vacation time to fulfill all our travel dreams. But the truth is, for most middle-class workers, travel is very attainable. With a little bit of penny pinching and some attention to the budget, most people can scrape together enough money for at least one vacation per year.
But for the thousands of Americans who are supporting a family on an income that is at or below the poverty line, no amount of “cutting back” will allow them to afford a week in Spain, let alone a weekend in Florida. So I am thankful that my husband and I are able to earn an income that allows us to explore the world.
I’m thankful for the internet.
Before the internet, booking a trip was a difficult process, one best left to the professionals. But the invention of the internet and its easy access to nearly unlimited information has changed the way we plan trips. Now anyone can go online, search for the best flight fares, book tickets, search for a hotel, check the reviews, and make reservations all with a few clicks.
And even though we complain when wi-fi isn’t free at hotels and airports, I’m still just grateful that it exists at all. With wireless internet, I can stay connected and get important work done while I am waiting in the airport terminal, at my hotel, and even while I am 35,000 feet in the air! The idea of being “location independent”, of working from anywhere remotely, was unheard of 10-15 years ago. Now thousands of people are able to explore the world and stay connected to their careers.


I’m thankful for my American passport.
As an American, I am free to go almost anywhere in the world knowing that in most cases (with the exceptions of North Korea, Cuba….and maybe Paris), I’ll be welcomed with open arms. People in many other countries aren’t so lucky. For people of many other countries the Visa process is a long, complicated and expensive one, one that usually ends in rejection. Would-be visitors are turned away from our (and other) borders every day. Because we fear they may be terrorists or because we wonder if they might not plan on ever leaving, we refuse to let them in. But it’s very rare that we ever hear of an American tourist being denied entry to another country. It’s one thing I take for granted, but I’m very thankful that I have the freedom to travel the world as I please.

I’m thankful for my husband and my home.
I enjoy traveling by myself and with friends, but I love traveling with my husband the most. So I am thankful that I not only have a person in my life who loves me and supports my travel habit, but who also loves to travel as a couple with me. And I am thankful that after I venture out into the world, I have a loving home to return to.

So today, and everyday, let’s remember all the little things we have to be thankful for!

Galley Gossip – Miss Oklahoma, Pop Rocks, a ripped skirt & other strange things on planes

by Heather Poole on

Obviously the best thing about being a flight attendant is being able to travel at a moments notice, as long as there’s an open seat available on the flight. The second best thing about being a flight attendant has got to be all those days off! The third best thing about being a flight attendant is that we never know what the day will bring, and being able to leave that day behind as soon as we step off the plane – the good, the bad, and the ugly. Or the not so ugly as was the case on my last trip.

“I’m sorry,” whispered my coworker, cutting his eyes at Taylor Treat, the winner of the Miss Oklahoma pageant this year. “But I’m prettier than her.”

I looked at her, looked at him, looked back at her, and tried not to laugh. Because…well…In his own special way my colleague did indeed give the beauty queen a run for her money, all 200 pounds of him, with flawless coco butter skin, lashes as long as J-Lo, and….wait a minute, was that gloss? His lips were unusually shiny.

“Why Andre…” I handed a passenger a can of Dr. Pepper. “I do believe you’re jealous!”

Snorting, he slapped a beverage napkin down on a tray table and turned to the last row of passengers. “Something to drink?”

Just another day on the job.

It had started out like any other day, only on this particular day when we arrived at the Oklahoma City airport I ripped my skirt leaping out of the crew van like a world class athlete. I don’t know what I was thinking, trying to make that five foot jump to the curb. The sound of fabric splitting caused my entire crew to gasp, which caused me to walk backwards, or sideways, depending on where passengers were located, as I made my way into the airport, through security, and onto the airplane.

One thing I’ve learned over the years is that bad things can lead to good things. It’s true! Because if it weren’t for the ripped skirt I would have never met the passenger with the double-sided sticky tape, and if hadn’t met the sticky tape man, I would have never met the beautiful young woman sitting beside him, a woman who will actually be competing for the Miss America title in January. And that’s how I almost – ALMOST – got wear a sparkling crown during the beverage service. Only something tells me if I had worn it, Andre would have snatched it away and placed it on his own bald head.

One of the great things about being a flight attendant is that I meet all kinds of interesting people, flight attendants and passengers alike. Take for instance passenger 3B on our flight the day before. He sat in first class wearing a black polo shirt with the word POP ROCKS plastered across his chest in bright red letters.

“It must be an amazing feeling to walk through an airport terminal and make people smile,” I said eyeing the logo that now had me smiling my own first class smile.

He looked confused. “What do you mean?”

“Your shirt. It’s great. It brings back memories.”

Two seconds later twenty bags of Pop Rocks in the newest flavors were pressed into the palm of my hand. “I came prepared,” he said, and then went on to tell me that Mikey is not dead. In fact, not one kid ever exploded from mixing Pop Rocks with Coca Cola – in case you were wondering. You know you were!

Where are all those bags Pop Rocks now? Tucked away in my tote bag. They’re housed inside an airsick bag that was decorated with flowers, suns, and moons by an adorable five year-old girl named Hania who lives in Pakistan with two boisterous brothers who refused to keep their seat belts fastened and sit in their seats regardless of the illuminated sign or how often Hania and I told them to. I must admit, we became friends near the end of the flight, but I didn’t find the child all that adorable during boarding when she decided to lie down in the middle of the aisle in first class, holding up a long line of passengers who were trying to get to their seats. One would think her parents might try to move her along, but instead they just stood there smiling at me as I tried to coax the child off the floor and to her seat in the last row of coach.

Now back to the exploding candy housed in a bag featuring artwork by Hania. I’ve actually promised to send the Pop Rocks to a couple of people who follow me on Twitter that correctly guessed the number of passengers – nineteen – I had to personally ask to turn off and stow their electronic devices after the aircraft door had been shut and the announcement had been made. And that does not include the guy who sat next to my jumpseat on landing who decided to pull out his blackberry and start texting.

“Excuse me!” I said, eyeing the device.

“Oh,” he said, and turned it off.

Two seonds later a young man seated a row back pulled out his cell phone, the glow of the display illuminating his face in the dark. I could see his fingers dialing. I could also see the twinkling lights down below on the ground. I yelled from my jumpseat, “Can you turn that off and keep it off until we land, please!”

The commuting pilot sitting beside the kid just shook his head. Then he passed me a 4 x 6 photograph of a beautiful chocolate brown horse that lives on a farm in upstate New York. Very soon that horse may find himself saddled up on a couple of green acres in Texas. The pilot and I spent a good ten minutes talking about the benefits of having a horse, and now I’m thinking about taking a western style vacation with the family. The people you meet, the places you want to go…

Eventually we, the crew, as well as the Captain’s electric guitar, made it to our layover hotel in Oklahoma City. Once inside my room, I whipped open the floral print curtains, looked across the bare parking lot, and spotted it – a Cracker Barrel restaurant located directly across a busy street. Honestly, I think everyone should visit a Cracker Barrel at least once in their lives. It’s that good. The following morning I unleashed my inner Brittney (Spears) and dug into a plate of chicken fried steak, mashed potatoes with gravy, and green beans. It was more than worth the calories, and anyway, calories don’t count while traveling! Not when traveling today is like being on an episode of Survivor in that you never know what’s going to happen. You’ve got to be prepared, not just for the worst, but for anything – especially if you’re a flight attendant. Three hours later I ripped my skirt.