Don't forget who pays your wages

[falconvalley]

Maybe this served as a reminder for me, but I'm just lost here.

I was going to work, sitting in Detroit, waiting for my flight to CMH. I was around the A69 area, I think. I got a nice big burrito and went looking for a quiet area to eat this sucker. I was called back to the gate to receive my seat assignment and when I returned to the much less crowded gate, there was a young women on her knees, crying quite frantically. At first, I just sat down, not sure how to or if I should even handle this. She looked at me and I realized she needed help and I was the only one nearby. I stood up and she came over pleading for me to help her get on the flight that she was looking out at. It was a flight to Nashville. I guess her connection arrived late and I can only imagine that she must've had to run down the long, long terminal. Nobody was manning the terminal side of the gate anymore. The airplane was still receiving bags, but the cover was retracted on the jetway. However, the jetway hadn't moved yet, but it was clear the door on the plane was closed.

Another passenger approached us and said that he was supposed to be on the same flight and had walked across to the even gate side and the agents over there laughed at him. They laughed at him. Comeon...seriously?!? I know it's rough out there, but when is it ever appropriate to laugh at those who pay your wages.

I tried to get the agents at my gate to help, but they just referred me to the agents at the Nashville gate. We were in the window, trying to get the pilots' attention, but they weren't looking up. Fortunately, an agent (maybe who had been working this flight) appeared and got on the gate phone and opened the door.

I never did think of going over to the disrespectful agents but later that night, when I was trying to sleep, I couldn't because thinking of how things could have panned out just made me angry.

Why must we be so disrepectful of our fellow man/woman? All this woman wanted was to get to her daughter for her birthday. Regardless of whether it's possible to make things happen, a little care and attention goes a long way for everybody. Call me crazy, but I call it Karma and I believe in it.

[wheelsup]

This was posted on my company board.

From the June 2,2008 issue of Newsweek the first two questions and answers of an interview with Richard Branson:

Question: Why are you so bullish on air travel when things are looking so grim for that whole industry?

Branson: The best club in town never goes bankrupt, the best hotel never goes bankrupt, the best restaurant never goes bankrupt and the best airlines never go bankrupt. We started Virgin Atlantic 25 years ago, with one plane, and of the 13 American competitors we competed with across the Atlantic, every single one of them has gone bankrupt. If you can create a really good-quality product, even in difficult times you're likely to do well.

Question: Presumably your competitors were smart people. What did you do right?

Branson: I try to create the kind of airline that I'd like to fly on. I hate getting stuck in my seat the whole journey, so with Virgin Atlantic, we put in stand-up bars where people can meet friends and talk. With Virgin America, you can order your food when you want from the seat and you don't have to wait for a stewardess to come to you. But (I take issue) when you say that in the airline business we're competing with bright people. In other businesses that we're in, our competitors are extremely good at creating good-quality product. But the American airline industry is the exception to the rule. Getting on an American airline for most people is just about the worst experience of their lives. Thank God. Otherwise we wouldn't exist today.

Pretty much sums it up. Unfortunately.

[B767Driver]

Commuting home last week...the CMR flight attendant wasn't just rude...I believe she legally may have assaulted a couple of passengers. It was unbelievable. The lady had no self awareness of how untenable her actions were and I believe she thought she was doing a great job in her attendant duties.

After 45 minutes into the flight...completely smooth...seatbelt light still on...a lady got up to use the lav. This flight attendant verbally berates the woman for being up...turns her around and pushes her back to her seat. The lady turns around and says..."did you just push me?" It was ugly.

Another lady had gotten up at the same time to use the lav. The flight attendant says..."where did the other one go"...and went searching to let her have is as well.

[Cruise]

Originally Posted by B767Driver

Commuting home last week...the CMR flight attendant wasn't just rude...I believe she legally may have assaulted a couple of passengers. It was unbelievable. The lady had no self awareness of how untenable her actions were and I believe she thought she was doing a great job in her attendant duties.

After 45 minutes into the flight...completely smooth...seatbelt light still on...a lady got up to use the lav. This flight attendant verbally berates the woman for being up...turns her around and pushes her back to her seat. The lady turns around and says..."did you just push me?" It was ugly.

Another lady had gotten up at the same time to use the lav. The flight attendant says..."where did the other one go"...and went searching to let her have is as well.

Did you advise the Captain of what you saw? I'm not one for getting involved in another crews business. BUT, the Captain needs to know if the FA's are pushing pax, being rude, etc. There are forms to be filled out, people to talk to.

[WalterSobchak]

Originally Posted by falconvalley

Maybe this served as a reminder for me, but I'm just lost here.

I was going to work, sitting in Detroit, waiting for my flight to CMH. I was around the A69 area, I think. I got a nice big burrito and went looking for a quiet area to eat this sucker. I was called back to the gate to receive my seat assignment and when I returned to the much less crowded gate, there was a young women on her knees, crying quite frantically. At first, I just sat down, not sure how to or if I should even handle this. She looked at me and I realized she needed help and I was the only one nearby. I stood up and she came over pleading for me to help her get on the flight that she was looking out at. It was a flight to Nashville. I guess her connection arrived late and I can only imagine that she must've had to run down the long, long terminal. Nobody was manning the terminal side of the gate anymore. The airplane was still receiving bags, but the cover was retracted on the jetway. However, the jetway hadn't moved yet, but it was clear the door on the plane was closed.

Another passenger approached us and said that he was supposed to be on the same flight and had walked across to the even gate side and the agents over there laughed at him. They laughed at him. Comeon...seriously?!? I know it's rough out there, but when is it ever appropriate to laugh at those who pay your wages.

I tried to get the agents at my gate to help, but they just referred me to the agents at the Nashville gate. We were in the window, trying to get the pilots' attention, but they weren't looking up. Fortunately, an agent (maybe who had been working this flight) appeared and got on the gate phone and opened the door.

I never did think of going over to the disrespectful agents but later that night, when I was trying to sleep, I couldn't because thinking of how things could have panned out just made me angry.

Why must we be so disrepectful of our fellow man/woman? All this woman wanted was to get to her daughter for her birthday. Regardless of whether it's possible to make things happen, a little care and attention goes a long way for everybody. Call me crazy, but I call it Karma and I believe in it.

It's Detroit. That just how the GA's(and all the employees of the DTW) are there. It's kind of like a surgeon and death just get used to it there. Thats my domicile so Im just used to it I guess. I would say that happens every day there.

[calcapt]

I have always thought it would be fun to have a job with the airlines where you just travel the system undercover and evaluate employees. I would like to have a pocket full of $100 bills and as I run across employees that are polite and helpful, I would reward them with cash and a hearty thank you for a job well done. I would also would have the authority to fire on the spot any employee who treats passengers like the ones discussed in earlier posts. I think if most employees knew their job might be in jeopardy they would behave a little differently.

[MQAAord]

Folks, if you see actions along these lines, you've GOT to write a letter to their superiors! Seriously! Laughing at pax, pushing pax (unless they're physically abusive to the employee first) is NEVER okay!

Writing about it on message boards is fine, but these people's behavior needs to be brought to the attention of people who can do something about it.

If you have the opportunity, do ask the offending employee directly what the heck is going on. Pull them aside so they aren't being publicly "attacked" and let them know how their actions looked to someone else. Maybe they're having a super-bad day, or their dad just died, or the pax 5 minutes ago verbally abused them..... it still doesn't make their actions okay, but maybe it will make them realize what they're doing. If they counter you with attitude and nastyness, that's just more ammo to take to their supervisor (or pro standards committee, if applicable).

This behavior will only stop if it's reported.

[Doug Taylor]

Originally Posted by B767Driver

Commuting home last week...the CMR flight attendant wasn't just rude...I believe she legally may have assaulted a couple of passengers. It was unbelievable. The lady had no self awareness of how untenable her actions were and I believe she thought she was doing a great job in her attendant duties.

After 45 minutes into the flight...completely smooth...seatbelt light still on...a lady got up to use the lav. This flight attendant verbally berates the woman for being up...turns her around and pushes her back to her seat. The lady turns around and says..."did you just push me?" It was ugly.

Another lady had gotten up at the same time to use the lav. The flight attendant says..."where did the other one go"...and went searching to let her have is as well.

Grr...

See... Now those weren't CMR's passengers, those were Delta passengers and the passengers will most likely book our competitors next time.

[B767Driver]

Right. And I don't really think the mainline "brand" has any say over the day to day actions of connection carrier employees actions, other than to drop them, a la Mesa, if their performance/service gets too bad.

In order to report this behavior...I'd have to go to my boss...who would have to go to the director level...who would have to go to the vice president level...then to the other company and work the way back down from vice president to director to supervisor to employee.

[MQAAord]

Oh, you can always get "creative"....

Say you know someone who works at Comair (in pretty much any position), have them doing some digging and find the mailing address of Comair's inflight department. Send a note directly.

If something I saw was that bad, I'd do that. Seriously. Now, it would have to be something pretty darn bad for me to go ratting someone out, but if I saw an employee actually pushing a pax like was described, that would qualify!

[B767Driver]

Originally Posted by MQAAord

Oh, you can always get "creative"....

Say you know someone who works at Comair (in pretty much any position), have them doing some digging and find the mailing address of Comair's inflight department. Send a note directly.

If something I saw was that bad, I'd do that. Seriously. Now, it would have to be something pretty darn bad for me to go ratting someone out, but if I saw an employee actually pushing a pax like was described, that would qualify!

I see.

I should qualify the "push". It wasn't a playground push as in the heat of the game....but an escort push on the lady's back all the way to her seat. Like you do with your 5 year old on their way to their room to be punished.

Actually....that's exactly how the FA acted in this situation. Like punishing preschoolers who talked in the hallway on the way to the restroom.

To me, they are both equally offensive in this setting.

[Kingairer]

All good reasons to not wear your uniform when commuting or at least "declutter" after you pass thru security.

[jet-dreams]

It’s sad how these passengers have been treated. It’s even sadder yet that this seems to be the norm in everyday life.
What happened to compassion?

[MQAAord]

Originally Posted by B767Driver

I see.

I should qualify the "push". It wasn't a playground push as in the heat of the game....but an escort push on the lady's back all the way to her seat. Like you do with your 5 year old on their way to their room to be punished.

Actually....that's exactly how the FA acted in this situation. Like punishing preschoolers who talked in the hallway on the way to the restroom.

To me, they are both equally offensive in this setting.

Ah, that clarifies it a bit! I thought it was an actual shoving push! Like, physically assaulting push! But you are correct, that pax shouldn't be treated like preschoolers.

[kellwolf]

Originally Posted by WalterSobchak

It's Detroit. That just how the GA's(and all the employees of the DTW) are there. It's kind of like a surgeon and death just get used to it there. Thats my domicile so Im just used to it I guess. I would say that happens every day there.

I'm not even based there, but I see it enough that I'm pretty much in the same boat. Rude GAs, slow rampers, rude food workers? Just another day in DTW.....and everytime I seriously think about it, it pisses me off. These people do stuff numerous times in one day that would get them sent packing if they were workers at Disney. I have personally witnessed (and written up) people doing things that I've FIRED people for in the theme park biz. What happened? Nothing. As far as NWA is concerned, as long as there are still butts in the seats and tickets being sold, they really don't care. At least that's the feeling I get whenever I fill out those crew comm reports. I come back several weeks later, and I see the exact same behavior and get the exact same response of "we'll look into it" or "we'll do something about it."

[B767Driver]

There was a book written by John Nance about Braniff's bankruptcy...I can't remember the name...True Colors?? But a Braniff co pilot wrote a letter to a gate agent supervisor regarding poor gate and ramp service...stuff that was really bad.

Some agents got reprimanded or fired. The agents got a hold of the letter and distributed it throughout the airline. On one of the co-pilots flights in Dallas, upon arrival, he was met by dozens of angry rampers and agents in the jetway. They roughed him up a bit...would case his home and family...and made it hell every time he came to work. He resigned within a month...as I recall.

[adreamer]

See... Now those weren't CMR's passengers, those were Delta passengers and the passengers will most likely book our competitors next time.

[SlantG]

USAirways lost a few customers over the weekend. Bumping a low fare coach guy is one thing, but full fare first class pax? Dumb, dumb, dumb.

To my friends working there, sorry some of your co-irkers are such idiots.

[wheelsup]

Originally Posted by SlantG

USAirways lost a few customers over the weekend. Bumping a low fare coach guy is one thing, but full fare first class pax? Dumb, dumb, dumb.

To my friends working there, sorry some of your co-irkers are such idiots.

That's odd, I didn't think they overbooked 1st class?

Anyway, regarding the F/A's that aren't "top quality", what do you expect when they start off at $14,000/YEAR and SLOWLY work their way up from there? The fact that regional F/A's show up for work even surprises me.

[Kingairer]

Originally Posted by Doug Taylor

Grr...

See... Now those weren't CMR's passengers, those were Delta passengers and the passengers will most likely book our competitors next time.

It all works out...The next trip theyll be on a NW Pinnacle flight and be-reated by one of the dTW rampers...then they go to United and be on a mesa flight and get stuck on a hot CRJ for hours...and then theyll be back at DL....repeat..

[ljg]

I think this is all a function of low wages due to RASM. There are a lot of folks in DTW who do a superior job by the way. The shameless actions of a few often overshadow the noble deeds of many.

[H46Bubba]

Originally Posted by MQAAord

Oh, you can always get "creative"....

Say you know someone who works at Comair (in pretty much any position), have them doing some digging and find the mailing address of Comair's inflight department. Send a note directly.

If something I saw was that bad, I'd do that. Seriously. Now, it would have to be something pretty darn bad for me to go ratting someone out, but if I saw an employee actually pushing a pax like was described, that would qualify!

I can't believe...well with some I can, that one of our flight attendants did that! Delta does have direct influence in our operation, since we are a subsidiary. Luckily there are several of us who work for Comair and can help out. We're working big time to make sure our service is seemless and mirrors' Delta's(well except ATL!) service. 767 I will get the inflight departments e-mail and I'll PM it to you. They will want to hear about it and will take the appropriate actions ro rectify her attitude. Let the Captain know if you ever see anything like that again. They can have her/him removed from the trip and they'll have a nice chat with the inflight sup!

[Hootie]

Originally Posted by B767Driver

Right. And I don't really think the mainline "brand" has any say over the day to day actions of connection carrier employees actions, other than to drop them, a la Mesa, if their performance/service gets too bad.

Other than to not hire in the first place any contract carrier with a poor history of customer service.

[Hootie]

Originally Posted by wheelsup

Anyway, regarding the F/A's that aren't "top quality", what do you expect when they start off at $14,000/YEAR and SLOWLY work their way up from there? The fact that regional F/A's show up for work even surprises me.

Also I know that USAir F/A's are paid less than some regional F/A's the first couple years.

[Scandinavian13]

Originally Posted by Doug Taylor

Grr...

See... Now those weren't CMR's passengers, those were Delta passengers and the passengers will most likely book our competitors next time.

That's exactly what I think of when something goes wrong for any of the UAX carriers I work with at IAD.