Why are we all so rude to Cabin Crew ?
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Why are some of us so rude to Cabin Crew ?
Flew back from KUL to MAN via DXB over the last few days, and it never ceases to amaze me the way SOME passengers verbally abuse cabin crew.
The "gentleman" sat in 1K on one of the sectors had put his jackest and bag at his feet. During the final safety check, the CC asked if he would like his jacket hanging up, and as he was in the front row, would he mind puting his bag in the overhead locker. An argument ensued as to why HE had to do it, not the CC, to which she calmy replied "How much does it weigh?". Whatever the weight was, she declined saying that it was company policy not to lift more then 5 kilos. Of course 1K didn't like this, as it meant getting off his spotty arse, and taking care of his own luggage. The shock, the horror.
Full marks to the young lady for turning on her heels with dignity, and leaving the ruse plonker to sort out his heavy bag.
Similarily, the two aged "old money" (her words, not mine) sat behind me in 4J&K who refused to turn off their mobile phones got right up my snotter too ! Despite repested advice to do so, in the video briefing, and by PA announcements, Mrs. Old Money continued to talk to a call centre, to find out why she couldn't send SMS messages. She was still taling when the cabin crew were advised to take their seats, at which point I piped up and asked why THEY were so special ? Got balck looks all the way to MAN though !
The "gentleman" sat in 1K on one of the sectors had put his jackest and bag at his feet. During the final safety check, the CC asked if he would like his jacket hanging up, and as he was in the front row, would he mind puting his bag in the overhead locker. An argument ensued as to why HE had to do it, not the CC, to which she calmy replied "How much does it weigh?". Whatever the weight was, she declined saying that it was company policy not to lift more then 5 kilos. Of course 1K didn't like this, as it meant getting off his spotty arse, and taking care of his own luggage. The shock, the horror.
Full marks to the young lady for turning on her heels with dignity, and leaving the ruse plonker to sort out his heavy bag.
Similarily, the two aged "old money" (her words, not mine) sat behind me in 4J&K who refused to turn off their mobile phones got right up my snotter too ! Despite repested advice to do so, in the video briefing, and by PA announcements, Mrs. Old Money continued to talk to a call centre, to find out why she couldn't send SMS messages. She was still taling when the cabin crew were advised to take their seats, at which point I piped up and asked why THEY were so special ? Got balck looks all the way to MAN though !
Last edited by tezzer; 12th Oct 2007 at 17:59.
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There are threads on similar themes running around the forum, often from the CC point of view.
I can't help but think at times that the whole air travel experience is setting them up to be the target of SLF's frustrations.
Lets face it, you travel to the airport, endure (at times) queues for check in, queues for security, hang around in an expensive "warehouse" and then queue to actually get on the a/c.
At all these stages there is little time to "rebel" 'cos all you want to do is get to your destination. And anyway with the use of agents contractors etc. there's little point!
So the first opportunity is when your in the aluminium tube with a "captive" crew who are there "to cater to your demands".
It's IMO seems a bit like the road rage scenario.
It would be interesting to see if the incidence of poor passenger behavior has increased since the increase in security & the decrease of the concept of customer service prior to boarding.
Note that is not to say that any individuals are giving lower levels of service just that the companies involved are not providing adequate resources!
Coupled with that is the lack of consequence attitudes seen around the country where unruly behaviour is allowed and publicly seen to happen, with luittle or no consequence.
I can't help but think at times that the whole air travel experience is setting them up to be the target of SLF's frustrations.
Lets face it, you travel to the airport, endure (at times) queues for check in, queues for security, hang around in an expensive "warehouse" and then queue to actually get on the a/c.
At all these stages there is little time to "rebel" 'cos all you want to do is get to your destination. And anyway with the use of agents contractors etc. there's little point!
So the first opportunity is when your in the aluminium tube with a "captive" crew who are there "to cater to your demands".
It's IMO seems a bit like the road rage scenario.
It would be interesting to see if the incidence of poor passenger behavior has increased since the increase in security & the decrease of the concept of customer service prior to boarding.
Note that is not to say that any individuals are giving lower levels of service just that the companies involved are not providing adequate resources!
Coupled with that is the lack of consequence attitudes seen around the country where unruly behaviour is allowed and publicly seen to happen, with luittle or no consequence.
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Tezzer
I sit in row 1 quite a lot and my local airline are often faced with people who inadvertently leave bags on the floor.
The CC always politely ask "excuse me sir/madam, your bag needs to go in the overhead locker for take off and landing; may I place it there for you or would you prefer to do it yourself?"
It sounds to me a if my airline value premium customers more than the one you travelled on. Also, my airline would appear to train it's CC in defusing potential conflicts more effectively.
On the subject of the mobile phone still in use as the crew took their seats, this sounds like a clear breach of safety to me and frankly sounds too fantastic to believe. I cannot believe that a serious carrier would allow this to happen.
Given the flight details, I am assuming that the carrier is one who has grown a lot in recent years and whose service levels have suffered in inverse proportion.
I sit in row 1 quite a lot and my local airline are often faced with people who inadvertently leave bags on the floor.
The CC always politely ask "excuse me sir/madam, your bag needs to go in the overhead locker for take off and landing; may I place it there for you or would you prefer to do it yourself?"
It sounds to me a if my airline value premium customers more than the one you travelled on. Also, my airline would appear to train it's CC in defusing potential conflicts more effectively.
On the subject of the mobile phone still in use as the crew took their seats, this sounds like a clear breach of safety to me and frankly sounds too fantastic to believe. I cannot believe that a serious carrier would allow this to happen.
Given the flight details, I am assuming that the carrier is one who has grown a lot in recent years and whose service levels have suffered in inverse proportion.
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Assming that you have the airline right, to be honest, I don't think standards of service have slipped, not by my experience, anyway.
CC are always polite, and attentive, in fact very often overly so, in a nice kind of way, but then again, I've gone from Blue to Gold this year, so maybe thats why the're being nice to me.
As for the knob in row 1, why express his view of the "unbelivalbe airline, why am I not suprised ?" at the poor CC, only trying to do her job, and as for the old couple sitting behind me, as stated, she was still on the phone to a call centre, asking for the messenger sevice number to put in her phone as we lined up. I lost my rag by then, as I said and asked what made them special, and not liable to obey a legitimate instrucion.
Rant rant, it's good for my BP, apparently.
CC are always polite, and attentive, in fact very often overly so, in a nice kind of way, but then again, I've gone from Blue to Gold this year, so maybe thats why the're being nice to me.
As for the knob in row 1, why express his view of the "unbelivalbe airline, why am I not suprised ?" at the poor CC, only trying to do her job, and as for the old couple sitting behind me, as stated, she was still on the phone to a call centre, asking for the messenger sevice number to put in her phone as we lined up. I lost my rag by then, as I said and asked what made them special, and not liable to obey a legitimate instrucion.
Rant rant, it's good for my BP, apparently.
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In my albeit limited experience of sitting at the pointy end, behaviour can be every bit as bad as at the back.
And that goes for the first class lounge as well. And since it's usually a smaller lounge, someone making a lot of noise or behaving like a tw@t is all the more annoying.
What's wrong with these people ?
13Alpha
And that goes for the first class lounge as well. And since it's usually a smaller lounge, someone making a lot of noise or behaving like a tw@t is all the more annoying.
What's wrong with these people ?
13Alpha
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So F3G why can't you lift your own back? Why should CC do it for you? Sorry, but to expect someone else to move your carry on is bang out of order. There is no way most of us will pick passengers bags up, because we don't want the injury and resultant time off work that comes with some pillock thinking that the allowance doesn't apply to them. We are trained in how to handle bags properly, but most still won't. The last bag I got off the carousel for a meet and assist weighed in at around 40kgs and wasn't tagged.
lexxity,
Do me a favour and carefully read F3G's post again. Then take a deep breath or two, wind your neck in and don't be so confrontational.
tezzer,
I agree there are some real to$$ers out there, but your title,
I have to challenge.
We are not all rude to CC. I for one must be one of the least demanding C class pax they come across.
Do me a favour and carefully read F3G's post again. Then take a deep breath or two, wind your neck in and don't be so confrontational.
tezzer,
I agree there are some real to$$ers out there, but your title,
Why are we all so rude to Cabin Crew ?
We are not all rude to CC. I for one must be one of the least demanding C class pax they come across.
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Actually, most passengers are not rude to cabin staff, it's very much the exception and not the rule. At least it is on the airlines which I travel.
As F3G states, crew have dealt with the problem of bags in row 1 a thousand times, they know what to say and how to say it.
Lexxity clearly hasn't understood F3Gs post, or maybe she had a bad day today, the phrase "excuse me sir/madam, your bag needs to go in the overhead locker for take off and landing; may I place it there for you or would you prefer to do it yourself" is a very standard line that cabin crew use all the time. If it's a big bag then "may I place it there for you" may disappear, either way it's clear the bag has to go. When you're dealing with premium passengers politeness and formality is a given, and it's a two way thing. If a CC member said to me 'mate, get that bag shifted' I might, sitting on my €2000 ticket, suggest they shift it themselves. Though that's never happened of course.
I repeat that the vast majority of passengers are perfectly polite to CC.
As F3G states, crew have dealt with the problem of bags in row 1 a thousand times, they know what to say and how to say it.
Lexxity clearly hasn't understood F3Gs post, or maybe she had a bad day today, the phrase "excuse me sir/madam, your bag needs to go in the overhead locker for take off and landing; may I place it there for you or would you prefer to do it yourself" is a very standard line that cabin crew use all the time. If it's a big bag then "may I place it there for you" may disappear, either way it's clear the bag has to go. When you're dealing with premium passengers politeness and formality is a given, and it's a two way thing. If a CC member said to me 'mate, get that bag shifted' I might, sitting on my €2000 ticket, suggest they shift it themselves. Though that's never happened of course.
I repeat that the vast majority of passengers are perfectly polite to CC.
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I'm CC and agree most passengers are really nice but there is always a knob on every flight. The heavy bag thing is my bug bear and refuse now due to being off for 3 months with an injury. Businessman are the worst offenders as they carry so much paperwork and crap, I'm sorry but they packed it, carried it to and through the airport and onto the aircraft, I'm sure they can manage that last little bit We had a knob on our flight tonight demanding this, that and the next thing in rude, aggressive manner. he is now probably still at the airport regretting it has we kicked is rude ass off (no we didn't over react but long story and he had been drinking and upsetting other pax)
My advise to everyone is if you are unhappy about service, delay, weather, fat smelly man next to you then tell/ask nicely you would be amazed what you get. If you start shouting, swearing or causing a scene then you get nothing. If people are nice then we all go out our way to help, talk to us like **** then it "sorry can't help you"
I know that the main problem is that as someone already stated that by the time you check in (been charged for over weight bags), tackled security and been striped of your dignity, riped off in shops, delayed and not had a fag in 6 hours. We are the first person you see in the company you booked with uniform and you want to take it out on someone or want someone to listen, I've been there myself
We will all listen as it's what we are good at but we can't sort out tech aircraft's, weather or ATC slots. nore can we predict and answer question such as "when will the weather improve?" " when will we take off? (in a ATC delay and the capt already told you the same as us) "What is that down there?" " will the car park be open at abc?" " what bus/train takes me to town?"
Sorry if this comes across as a rant but not meant that way, just a few pointers on how to get what you want when flying. Remember we are all someones wife,hubby,child
p.s when you are delayed so are we, we want to get home too. Plus it's always when we have something planed
We had a knob on our flight tonight demanding this, that and the next thing in rude, aggressive manner. he is now probably still at the airport regretting it has we kicked is rude ass off (no we didn't over react but long story and he had been drinking and upsetting other pax)My advise to everyone is if you are unhappy about service, delay, weather, fat smelly man next to you then tell/ask nicely you would be amazed what you get. If you start shouting, swearing or causing a scene then you get nothing. If people are nice then we all go out our way to help, talk to us like **** then it "sorry can't help you"
I know that the main problem is that as someone already stated that by the time you check in (been charged for over weight bags), tackled security and been striped of your dignity, riped off in shops, delayed and not had a fag in 6 hours. We are the first person you see in the company you booked with uniform and you want to take it out on someone or want someone to listen, I've been there myself
We will all listen as it's what we are good at but we can't sort out tech aircraft's, weather or ATC slots. nore can we predict and answer question such as "when will the weather improve?" " when will we take off? (in a ATC delay and the capt already told you the same as us) "What is that down there?" " will the car park be open at abc?" " what bus/train takes me to town?" Sorry if this comes across as a rant but not meant that way, just a few pointers on how to get what you want when flying. Remember we are all someones wife,hubby,child
p.s when you are delayed so are we, we want to get home too. Plus it's always when we have something planed
Last edited by dustybin; 12th Oct 2007 at 14:02.
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I think uneven enforcement of rules and directives by the airlines encourages this behavior. Such as, remain in your seat while the seat belt sign is on . . . unless you want to get out of your seat. Or, put your reading material down while the safety demo is underway . . . unless you would rather read.
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Isn't there an old saw about "trapping more flies with honey than with vinegar"? In short, as dustybin mentions, most crew respond well to a polite and genuine request for assistance, whereas the reverse will achieve the reverse. Human nature determines that you will resolve the issue of the person who is pleasant with greater enthusiasm than will be shown to the unpleasant person.
Fortunately, the overwhelming majority of people are pleasant, or are at least unintentionally not so. The hard-core of those who behaviour is unacceptable, and who know it to be so, remains very small.
My personal bugbear? (I probably shouldn't say this...) When boarding and disembarking I stand at the door, make eye contact with each person, smile and Greet them appropriately: It always seems to me that a normal human response would be to acknowledge that greeting in some way. Completely ignoring me always strikes me as requiring an effort of will, greater than that required to acknowledge me. It is surprisingly common for people to blank me out, and in my experience, it tends to be a British thing, and more common amongst those with the background and education to know better.
Fortunately, the overwhelming majority of people are pleasant, or are at least unintentionally not so. The hard-core of those who behaviour is unacceptable, and who know it to be so, remains very small.
My personal bugbear? (I probably shouldn't say this...) When boarding and disembarking I stand at the door, make eye contact with each person, smile and Greet them appropriately: It always seems to me that a normal human response would be to acknowledge that greeting in some way. Completely ignoring me always strikes me as requiring an effort of will, greater than that required to acknowledge me. It is surprisingly common for people to blank me out, and in my experience, it tends to be a British thing, and more common amongst those with the background and education to know better.
Not looking for house points here Tightslot, but I also believe in basic courtesies. I always say "thank you" (and something like "well done" if the crew were pushed for time) as I leave the a/c. It costs nothing and I like to think that it contributes to making your day a pleasant one. Too many pax now are too busy switching their damn mobiles on as they leave the a/c!
On the other side of the coin though, I have noticed a growing tendency for the CC at the back (of short European flights) to stay chatting in the back and completely disregard disembarking pax. So, when I'm close to the rear I often make a point of going back to say my "thank you".
On the other side of the coin though, I have noticed a growing tendency for the CC at the back (of short European flights) to stay chatting in the back and completely disregard disembarking pax. So, when I'm close to the rear I often make a point of going back to say my "thank you".
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Couldn't agree more with you Tightslot - no matter how rubbish a day I've had, or how long the delay has been, I will ALWAYS make eye contact, smile and say hello to whoever is greeting me at the door. Apart from anything else, it makes ME feel better as a humble SLF - gets me in the right mood for the flight, moving on mentally from any issues before boarding.
As has been said in many places before, wx, tech, inbound delays, air traffic etc are not within the power of the CC to change. I guess there will always be those who just don't understand that you are not (completely) all knowing and powerful.....
As has been said in many places before, wx, tech, inbound delays, air traffic etc are not within the power of the CC to change. I guess there will always be those who just don't understand that you are not (completely) all knowing and powerful.....
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Ahh hand luggage, now that really grinds my gears. On a flight today from THR, there were so many people with bags that they could barely lift onto the aircraft. Leaving a bag in the middle of the aisle will not make me put it in the overhead locker!!! I just tell the passengers that if they can't lift it into the locker, then it will have to go into the hold. One lady complained that carrying her case had given her a bad shoulder! Obviously, if it is a handbag or duty free bag, I will do it but rollers and hold alls are an absolute no no. I also care for my own safety!
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I believe it has something to do with being the provider, or recipient of customer service. In the days before I flew for a living, it was not uncommon to be treated dismissively. I was the provider of customer service then.
A friend recently described how, when volunteering at their local club, they were treated differently if it was their turn to serve behind the club bar. Suddenly they are the provider of customer service, rather than the recipient. People who normally treated them as friends or acquaintences felt it was ok to bark at them and order them around.
Obviously this is not the case across the board, but people perceive themselves to be above, or below, another person in life's pecking order. Often, but not always, CC are perceived by people lacking the imagination to see them otherwise, as being below those people in the pecking order. To these people, this means they can be bullied, or barked at or ignored.
I think its something we are probably all guilty of to an extent. Its just that we notice it more in the environment in which we experience it, especially if we are the one(s) being barked at, bullied or ignored.
A friend recently described how, when volunteering at their local club, they were treated differently if it was their turn to serve behind the club bar. Suddenly they are the provider of customer service, rather than the recipient. People who normally treated them as friends or acquaintences felt it was ok to bark at them and order them around.
Obviously this is not the case across the board, but people perceive themselves to be above, or below, another person in life's pecking order. Often, but not always, CC are perceived by people lacking the imagination to see them otherwise, as being below those people in the pecking order. To these people, this means they can be bullied, or barked at or ignored.
I think its something we are probably all guilty of to an extent. Its just that we notice it more in the environment in which we experience it, especially if we are the one(s) being barked at, bullied or ignored.
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Must admit, i did lose my rag last year when i flew back form Lanzarote to Manchester.
Advised by the rep that the flight was on time back home, only to find out when i got to the airport it was delayed, by 6 hours !!!
I requested a day flight and it turned into a night flight, only to be woken up by a hostie trying to sell me alcohol for my barbacue...... did anyone else notice the weather in the uk last summer
And when they chief hostie tried to hand me a questionare, I advised her NOT to hand me one.
I didn't accept it on the grounds that it may have cost her her job
Advised by the rep that the flight was on time back home, only to find out when i got to the airport it was delayed, by 6 hours !!!
I requested a day flight and it turned into a night flight, only to be woken up by a hostie trying to sell me alcohol for my barbacue...... did anyone else notice the weather in the uk last summer
And when they chief hostie tried to hand me a questionare, I advised her NOT to hand me one.
I didn't accept it on the grounds that it may have cost her her job
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ladyflyby
"I will do it but rollers and holdalls are an absolute no no."
It has not escaped my attention the number of CREW rollers in the bins these days, even on flights of less than 3 hours duration. Does sound rather like you are saying 'I have to lift mine up there so you can dam well lift your own' ........... and you know what, with the cabin baggage allowance increased to 10kg, I don't blame you one little bit.
It has not escaped my attention the number of CREW rollers in the bins these days, even on flights of less than 3 hours duration. Does sound rather like you are saying 'I have to lift mine up there so you can dam well lift your own' ........... and you know what, with the cabin baggage allowance increased to 10kg, I don't blame you one little bit.
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TSR2 i think you hit the nail on the head, yes we all have to carry our own trolleys so we probably make a point of not lifting anyone else's (u would not believe the stuff we need to have). I have had to take a lot out of mine due to not wanting to irritate an injury and i don't miss one bit of it, just realised i carry a lot of crap around unnecessarily. however i may not be saying that after an unscheduled night stop as took my night stop kit out
I was very touched the other day when the dispatcher carried my crew bag up the stairs for me, made my day! Just reiterates my point of being nice as i made him coffee when i had a free minute. I did fell a bit uncomfortable & embarrassed as i don't expect anyone to do that for me, apart from my other half
I was very touched the other day when the dispatcher carried my crew bag up the stairs for me, made my day! Just reiterates my point of being nice as i made him coffee when i had a free minute. I did fell a bit uncomfortable & embarrassed as i don't expect anyone to do that for me, apart from my other half