Galley Gossip: 5 reasons flight attendants don’t serve first class predeparture beverages

You’ve boarded a flight and you’re feeling pretty relaxed sitting in that big comfy first class seat. Sucka, you think to yourself as a couple of passengers check you out on their way to coach. Glancing at your watch, you wonder where the heck the flight attendant is because you’re dying of thirst and shouldn’t she be offering drinks right about now!

Predepartures. That’s what flight attendants call the drinks that are served before takeoff to passengers seated in business and first class. If there’s time flight attendants will walk through the aisle and take individual orders, but time is the keyword here. With so many full flights staffed with minimum crew, there’s usually not enough time to check the emergency equipment, set up the galley, hang all the coats, get passengers situated AND serve predeparture beverages. This is why flight attendants might choose to do a one shot service and offer passengers Champagne (if we have it), orange juice, and water- or nothing at all. Because it’s more important to get flights out on time than it is to serve drinks before takeoff.

What most passengers don’t realize is that it’s against FAA regulations for an agent to shut an aircraft door until all the overhead bins have been closed. If the agent can’t close the aircraft door on time, the flight will be delayed. If the flight is delayed (even by a few minutes) someone will have to take the blame. This means someone will get written up. If an airline employee is written up too many times for causing a delayed departure they might very well lose their job. On time departures are a big deal in the airline industry. So that gin and tonic the passenger in 3A is crying about is not a concern if passenger 23D refuses to sit down and passenger 14E can’t get her suitcase inside an overhead bin and the flight attendant working in the back is calling up front to let someone know there are seven bags on their way up that need to be checked.

Here are a few other reasons flight attendants might not serve you a drink before takeoff….

1. DELAYED BOARDING: Boarding is even more chaotic when a flight is delayed. If passengers are blocking the aisles waiting to get to their seats, flight attendants aren’t going to jump over them in order to serve drinks.

2. NO CATERING: Everyone is seated and the flight attendants don’t look very busy. Why aren’t they serving drinks? If the catering truck hasn’t come to swap out the carts they have nothing to serve.

3. THE GALLEY ISN’T SET UP: The catering carts do not come on board ready to go. Flight attendants have to organize them first. If we don’t do this during boarding, the service during the flight will be delayed. Besides organizing the carts, we also have to break up several bags of ice, count the meals, load the ovens, and make sure we have everything we might need for the service in flight. The one time I didn’t do this we took off without dinner plates and I had to serve first class passengers their entrees on cookie plates.

4. MINIMUM CREW: Nowadays most narrowbody aircraft (one aisle) are staffed with minimum crew. This means if we’re not greeting passengers at the door, we’re busy setting up a galley. In the past we used to have extra flight attendants on board to lend a hand to passengers who might need it during boarding and help serve food and drinks in first class. Not the case anymore.

5. DRY FLIGHTS: Some countries do not allow flight attendants to unlock the liquor carts until after takeoff. There are even a few cities in the U.S. where it’s against the law to serve an adult beverage on Sunday before noon.

Photo courtesy of Kevin H

Some flight attendants worse than drunk passengers says survey

“Surly demeanor” is what bugs passengers most about flight attendants, confirming any suspicion anyone’s ever had about customer service in the airline industry. More than 5,100 readers weighed in on a USA Today survey, with 38 percent saying that attitude was the worst part of dealing with flight attendants.

What else can’t we stand about flight attendants? According to USA Today, 21 percent of respondents can’t stand flight attendants “gabbing together in the back”, with 20 percent irritated when they won’t deal with “unruly passengers.” Twelve percent of passengers are annoyed by the “schoolmarm attitude” and 9 percent by drink and food service that isn’t fast enough. I suspect the 9 percent result would have been higher if so many amenities hadn’t been cut during the recession … which has effectively eased the workload.

The results were surprising, according to the article, which thought passengers would be irked by flight attendants who won’t deal with problematic passengers, but it seems we don’t like flight attendants more than we don’t like our fellow fliers:

I thought refusing to deal with bothersome passengers would come out higher; that’s what irks me most. I rarely have seen an FA challenge an obnoxious drunk, the person who hogs more than his or her share of space or the loud talker who clearly is making the flight miserable for anyone within earshot.

[photo by alexindigo via Flickr]

Top five reasons passengers are getting nastier

As much as passengers complain about airline employees (and we do), we give them reason to complain about us. And, we complain about each other. There’s clearly no risk of a love-fest breaking out in the gate area, and if you look closely, you can see how the situation will only get worse. There are all kinds of conditions set to make air travel miserable (well … more so), and that means everyone involved will wind up getting a little nastier. Here are the top five reasons why:

1. We have no space, and there will be more of us on the plane: the lack of legroom isn’t exactly new, but everything around it is going to get worse. In the wake of the financial crisis, airlines cut flights to shave expenses and boost revenue per available seat-mile (RASM). This means the odds of having an empty next to you have dropped.

2. There will be more of us in the air, too: the economy is turning the corner, and businesses are starting to spend some money again. Look for more business travelers on the road, which will make flights even more crowded.3. We’re thinking about value: because of economic conditions (including high unemployment), we’re now acutely aware of what every dollar we spend means. A reclining passenger translates to the erosion of a purchase – “That’s my space!” We want as much for our money as possible. So do the people next to us, in front of us and behind us. Elbow room is a zero-sum game: there will be losers.

Want to make the situation worse? The coming increase in passengers will likely bring with it an increase in fares. So, an economic recovery means we’ll effectively be paying more for less. I don’t know who fails to crack a smile over that!

4. Let’s not forget about the service: beyond economic conditions and market drivers (e.g., RASM), there is another airline factor at play. We need to be realistic, here: this industry has a long-standing reputation for delivering abysmal service. Passengers know this and expect an uncomfortable experience, so they get primed for it. Remedying this will take concerted effort by airlines – and it will require years of unrequited love.

5. There’s no shortage of blame, and it’s everywhere: airline employees think passengers are unreasonable, demanding and often inappropriate. Passengers think airline employees feel (and act like they’re) entitled, self-obsessed and controlling to an unwarranted degree. Our zeal to point fingers only makes the situation worse for everyone. Passengers are getting nastier because we expect the worst, and crews expect nastier passengers. We’d all rather win than fix the situation.

[photo by Pink Sherbet Photography via Flickr]

Catfighting flight attendants put a stop to Delta Connection flight

A Delta Airlines connection flight was cancelled last Thursday, after two female flight attendants engaged in a catfight. According to the Associated Press, Rochester-to-Atlanta-bound Delta Connection Flight 887 was forced to return to the departure gate after one of the passengers fell ill. Memphis-based Pinnacle Airlines spokesman Joe Williams states that there was no physical contact between the dueling attendants, merely a “verbal disagreement.”

Passenger Steve Mazur contradicts Williams’ statement, saying that the women, “Apparently got into a fistfight. The pilot decided to kick everyone off the plane.” Fellow passenger Corey Minton adds that they were ordered to disembark because “stewardesses were fighting.”

Delta damage-controlled the situation by finding alternate travel arrangements for passengers, but likely won’t be able to erase the salacious image of flight attendants scratching one another’s eyes out. Both women have been put on leave until an internal investigation can be done. Says Williams, “The activity described is not acceptable.”

Travel Advice: Five ways to cope with bad restaurant service

Nothing can stain a perfectly planned trip like poor restaurant service. In the hotels, this usually isn’t a problem, as the wait staff is governed by the same fanatical commitment to keeping guests happy as everyone else on the property. But, nobody wants to eat every meal on site, so you’re bound to venture out for most of your lunches and dinners. This is where you’ll wind up rolling the dice. Restaurant service varies. You can do plenty of research and get recommendations, but from time to time, you’ll either make a guess or find out that your friend’s experience was an aberration.

When you get an awful waiter, abysmal food or terrible seating, don’t forget that you have rights. I’m fresh off an awful experience with Citrus, a restaurant in my neighborhood on Manhattan‘s Upper West Side, and while “negotiating” for my food, it occurred to me that most people willingly cede control of the situation to the restaurants that have wronged them. If we work together, this ends now.

Here are five ways to address terrible restaurant service from the start and get the most value for your dining dollars.

1. Don’t ask the waitress twice
If you encounter a problem with your food or drinks — from taking too long to get them to receiving the wrong order — always start with your server. If you don’t see the person walk by within five minutes of identifying the problem, hunt him or her down: doing so sends a message. Make it clear that you will not tolerate substandard service. If the problem isn’t resolved quickly, don’t bother asking the server again … it won’t get you anywhere. Escalate it to a manager.

2. Serve yourself
Part of the point of going to a restaurant is having someone else do all the work for you. But, if the staff isn’t delivering, sometimes you need to take matters into your own hands. Drink order taking forever? Go up to the bar yourself and ask what’s taking so long. Offer to help … you’re not trying to criticize; you’re in the solutions business! Usually, this less-than-subtle behavior can serve as a wakeup call to people who’ve been sleeping on the job.

3. Become the manager’s new buddy
Experiencing continued bad service? Demonstrate to the manager that you will make it your mission to waste his time until his team finally gets its act together. When you don’t get the right food or get served in a timely manner for each course, let the manager know. Getting up to go the bathroom? Find the manager on your way back and give him an unsolicited status report.

4. Don’t settle for discounts
I’ve had problems with Citrus in the past, and on one occasion, the manager offered to knock 10 percent off my next purchase. Idiotic. After the delivery order was screwed up three times (same order, same night), I went to the restaurant to see for myself the stupidity that could yield such results. He immediately proffered the 10 percent off a future purchase. He expected a future purchase from me following a terrible experience and made clear that the current situation was meaningless to him. Learn from this: any offer that is not immediate and substantial is an insult.

5. Recognize the power of the tip

One restaurant forgot to deliver a drink to me. When the waiter realized the mistake, he not only brought the drink, but knocked that one and the previous one off my bill. This is how you turn a service error into a 30 percent tip. I believe in rewarding service, and the standard 15 percent is a starting point, not a destination. Likewise, a staff that underperforms should be compensated appropriately. Don’t be afraid to go under 10 percent — or all the way to zero. On a few occasions, I’ve actually told the manager that the restaurant owed me money following the meal.

Unlike the service on planes, where you are a captive consumer, restaurants don’t have any control. You can leave at any time. And, there are plenty of choices available to you. In major cities, in fact, you can leave one restaurant and enter another within minutes. If you do this, have a frank conversation with the manager: “Look, we just had awful service at [name the restaurant] just down the block. I know you’re crowded, but we’re hungry and, unsurprisingly, not in the best of moods. I’m not looking for anything out of this except to let you know that I’m probably not going to be as fair as I could be … and to tell you that you have a chance to be the one factor that makes my evening amazing.”

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