I strongly suspect that many (not all) cabin crew have been inculcated with the 21st Century mgmt speak of, "Give them what we tell you. Don't let get away with more. Make sure the flight departs on time and don't waste time ..." etcetera. One of the most interesting books of the corporate world that I have read was the story of how Continental was brought 'From Worst to First' by Gordon Bethune.
He found that ALL the staff had been so 'flattened' by being micro-manged and strapped down as to what they could do for the customer - that they had lost all interest in the customer as there was nothing they could do. Bethune did his job well and the company was bought by United. UAL are well known for their customer service ....
I have seen this problem at first hand in all the corporate world and examples appear in this forum every month. The great god in corporate life is no longer the customer but the shareholder and the bonus for those at the top table.
Last edited by PAXboy; 30th October 2019 at 04:16.