Colonel White
Just a couple of points you have raised are ill-informed.
Cabin Crew are, and have always been, performanced managed to roughly the same standards (uniform excepting) as the new Mixed Fleet. Attendance, sickness and performance are all managed in the same way as the rest of the company. The on-board performance is assessed by the SCCM every 120 days and, while I accept that the standard of the assessment varies from person to person, I suspect that the same will apply to MF. It seems that you have been misinformed on our Performance Management process.
With regard to the distinction between customers and passengers. In Customer Service training they are of course given the sobriquet of 'customer' as you prefer but in SEP, and all things safety related, they are referred to by the JAA, the CAA, the pilots, the new Cabin crew and ourselves as passengers. The result is that the two names are interchangeable. Historically, they were all passengers until the mid 90's so anyone who pre-dates that time will lapse into that automatically.
Ultimately, it doesn't matter what you call them it's the way you treat them that will keep them coming back.
Last edited by ottergirl; 14th Nov 2010 at 21:15.