Deltaindiasierrspapa, Airbubba, Romeoidiaxray, Weasil, etc.
The entitlement of the pax is to be treated as CUSTOMERS. Remember, the customer is always right! They are the people who are paying your wages. You need to remember that you are in a service industry. They are also entitled to be transported, together with their bags, in accordance with the company’s published timetable. This is nothing new. In the late 19th century Sir Richard Moon, who was Chairman of the London & North Western Railway, said: “A timetable is a gentleman’s word.” The LNWR right up until Grouping had a reputation as being above all other UK railways for being on time and for its employees doing their best to regain time that had been lost by others/elsewhere.
Things go wrong in the best of companies. In addition to the usual personnel and equipment problems, airlines are subject to weather delays more than other forms of transport. The obligation then is to do one’s best to remedy the situation and KEEP THE CUSTOMERS INFORMED OF WHAT IS BEING DONE. All too often when a flight is delayed the airline company’s and staff’s attitude to customers is one of dumb insolence.
It seems that many people in the airline industry or associated with it (eg so-called security personnel) consider that being part of it gives them an entitlement to be abusive to the general public, particularly their passengers. Reasonable complaints from customers are all too often met with shouts of “Air Rage” and outright insolence and abuse from staff and company. What goes around comes around! Being an airline pilot or air hostess used to be looked up to. They were occupations with genuine status. Now an airline pilot is looked upon as being no more than an airborne and rather surly version of a bus, truck or train driver and the air hostess as a flying waitress with an attitude. This disreputable industry has forfeited the public’s respect with its unpleasant antics. If the industry wants to regain that respect then it has to mend its ways and EARN it. It will not help the situation by engaging in and encouraging further bullying of the travelling public.