bigbrother
5th Mar 2013, 03:17
I just completed a return trip overseas on Qantas, won't say where to protect the guilty. I have previously been underwhelmed with the standard of cabin service but sadly this time I just came off the flight angry. Angry that for whatever reason, the cabin staff did not smile at all, there was very little eye contact with passengers, no complimentary "thank you sir/madam", seemingly no interest in engaging with the paying traveller. In fact I would say that the pax were simply an embugerence to be endured between take off and landing and getting payed somewhere down the line. At one point there were no observed attendants in the cabin so I decided to take a look, and found them, curtins drawn, in the galley chatting away, one in a separate galley, head in hands, others dissapearing into the rear upper sleeper. Fine that crew have the opportunity to rest, and on a full flight too. BUT, this was a daylight flight, not back of the clock. I have chosen to not send in a complaint as I don't wish to be singled out as a trouble maker should I have to endure a future flight (though I intend to book Virgin) but I hope to hell this gets read by someone who has the leg with a boot on the end.
It may be a reflection on how staff are being treated by managament, in which case there's no surprise people turn up with scowls for smiles. But, paying pax want to leave a flight with a feeling of appreciation for your custom, and a look forward to flying with you again. Yes you can be professional without being a surly old prick/cow. If i'm asked, I would say that there has to be a complete rethink starting with management. It all starts at the top. Then, getting rid of anyone who is not prepared to put in the work to have the paying public feel appreciated as they leave each and every flight, regardless of any beef they have with management, their husband/wife, milk man etc.... Then lets revisit crew joining a flight TOGETHER, and leave TOGETHER with the Captain as THE BOSS, followed by the F/O, both of whom have probably worked for years to achieve the high standards expected of them on the Flight Deck, and who represent at the very least, senior managers. How about all the crew staying in one hotel, and getting together for drinks during stop overs to generate some comaradery, and team spirit. Lets see some direction from management toward that, and perhaps flowing on from that will be a mutual respect toward the cabin for the job they do.
In one respect Alan is right in that a new broom is needed.
The Captain is in charge of the flight and has ultimate responsibility for ALL the crew. Crew should engage the captain, First Officer with courtesy and respect at ALL times. The CS is the most senior of the Cabin Crew and is responsible to the Captain firstly, then the First Officer in the event of incapacitation of the Captain. Looks great on paper doesnt it!
Well Ive said my bit. Bloody discrace is what it is right now and I feel sorry for anyone trying to make a career in that mess
It may be a reflection on how staff are being treated by managament, in which case there's no surprise people turn up with scowls for smiles. But, paying pax want to leave a flight with a feeling of appreciation for your custom, and a look forward to flying with you again. Yes you can be professional without being a surly old prick/cow. If i'm asked, I would say that there has to be a complete rethink starting with management. It all starts at the top. Then, getting rid of anyone who is not prepared to put in the work to have the paying public feel appreciated as they leave each and every flight, regardless of any beef they have with management, their husband/wife, milk man etc.... Then lets revisit crew joining a flight TOGETHER, and leave TOGETHER with the Captain as THE BOSS, followed by the F/O, both of whom have probably worked for years to achieve the high standards expected of them on the Flight Deck, and who represent at the very least, senior managers. How about all the crew staying in one hotel, and getting together for drinks during stop overs to generate some comaradery, and team spirit. Lets see some direction from management toward that, and perhaps flowing on from that will be a mutual respect toward the cabin for the job they do.
In one respect Alan is right in that a new broom is needed.
The Captain is in charge of the flight and has ultimate responsibility for ALL the crew. Crew should engage the captain, First Officer with courtesy and respect at ALL times. The CS is the most senior of the Cabin Crew and is responsible to the Captain firstly, then the First Officer in the event of incapacitation of the Captain. Looks great on paper doesnt it!
Well Ive said my bit. Bloody discrace is what it is right now and I feel sorry for anyone trying to make a career in that mess