pax anounce

[TopBunk]

A few basic rules:

Don't try to be funny - unless you are a natural comedian (and not many of us are) it doesn't work - and remember most humour only works when people can see you

Smile when you do the PA - the pax DO pick up on that

Don't use technical terms

Don't say things like 'I'm afraid (we're a little late) ....'. The pax will pick up on the 'afraid' and become agitated

Remember that many of your passengers will have english only as a second/third language, so keep the delivery slow and clear and simple

Don't lie about anything, by all means don't tell the bear truth, but don't lie and then you can't be found out later.

[Trislander]

Oh dear, it seems rainboe has had a sense of humour failure.

Anyway, here's a typical cruise PA used on flybe:

Ladies and Gentleman, this is the first officer speaking,
We're currently in the cruise at 27,000 ft, with a groundspeed of approximately 500 miles per hour.
We should be arriving on stand in Malaga on schedule at 25 minutes to 12 local time.
The weather there is currently overcast with a temperature of 22 degrees and a light wind from the west.
From the captain and myself, we hope you're enjoying your flight with us today and we look forward to seeing you on board again in the not too distant future. Have a pleasant stay in Malaga. Thank you.

Why leave out the speed? How else do they think they're able to travel 1000 miles in 2 hours?!?

All the best, T=

[Rainboe]

You call that crap humour?

Just a few pointers (as I'd give you 7 out of 10 for that):
Do they care what direction the wind comes from? They're sitting in a cabin, can hardly see outside, and what difference does it make once on the ground?
As for 'enjoying your flight', does anyone on a loco with their knees wedged around their ears and being charged £4.50 for a sarnie actually 'enjoy' the experience? I timidly wish them a 'pleasant' flight, but have no illusions it will make them ecstatic.

'Have a pleasant stay.....'. What has it to do with you? They may be going to bury their widowed Mum for all you know! Maybe they're manic depressive and don't actually want 'a pleasant stay'. It's like the American 'y'all have a nice day now!'. I want to say 'I am not having a nice day so far and I don't want one for the rest of the day- it's my business what sort of day I have thankyou! I'm perfectly happy having a not nice day. It's nothing to do with you!'

Likewise lots of people say 'welcome to Venice'. Why welcome? Is it the pilots home, or where he comes from?

One of the worst is saying a weak 'Thankyou' as a way of ending a PA. I was stopped from doing that years ago by a Captain who said 'they should be thanking YOU for going to the effort of giving all that information!'.

Oh yes, and you won't ''see me onboard again in the not too distant'. You won't see me this time and you won't see me next time either- you're locked in the cockpit remember? And as Flybe is going to start charging extra for checked baggage and each item of hand baggage, probably not at all again! 6/10 now!

[No_Speed_Restriction]

if you cant have a laugh and fly at the same time then kindly find another job you moody soso!


p.s. merry xmas

[Rainboe]

Do you really call

how about the standard " isnt it amazing how many houses have swimming pools"

how about "can anyone read a brail checklist?"

and

such as "when does the banana boat arrive?"

"having a laugh"? I'm sorry- I missed something somewhere (like seeing any humour). I watched the 2 Ronnies tonight, that was funny! That made me laugh. Reading your sarcastic responses to a serious call for help from someone whose English is not strong did not even raise a snigger. It made me feel slightly sad for you.
BTW, would you like to define 'soso'? I know what it means, but again it just shows how sad you are.

So let's cut out the personal stuff and draw a line on what has become a rather sad thread!

[No_Speed_Restriction]

first of all relax. secondly why not construct and rehearse to yourself in the comfort of your own living room a p.a. speech that you have translated from your native language. trust me, I know where youre coming from. just learn when people are pulling your leg.

[Bealzebub]

Erik,

Just be yourself. By doing so you should sound relaxed and confident. Passengers have an expectation that "The Pilot" is authoritative and knowledgeable, and that is the basis of how you should seek to deliver your announcements.

Know your audience. For example if you are operating a scheduled service it is likely that a good proportion of the passengers will be regular travellers many of whom may travel the route frequently. As such they may not want to hear for the umpteenth time a long dialogue of how many countries you will be flying over. They will want to know how long the flight will be and what time you expect to have them on stand. On the other hand, on a holiday charter where a good number of the passengers may be travelling on an annual basis, the flight will be a part of the overall holiday experience and they may well welcome a longer dialogue involving points of interest and the all the other "good stuff".

You should develop a core address and modify it with experience and as circumstances dictate. This only comes with practice, and will evolve over time. Start off by keeping the speeches fairly simple and to the point until you find a style that you are comfortable with.

As has been mentioned, be very careful with humour. Very occaisionally it may have a place, but it also has the risk of making the "pilot" appear less than authoratitive, particularly where you might later need to have instructions taken very seriously by people who now see you as a bit of a clown or a joker. It also tends to go down like a lead balloon with someone who has been otherwise mishandled or is frustrated by some aspect of their journey.

In summary: Keep it simple to begin with ; Develop your own style ; Speak in a manner that you want others to perceive you by ; Avoid the emotional pitfalls, don't try to be overtly humorous, irritated or opinionated ; Be relaxed and friendly but remember the audience expects you to sound like you are in charge of the operation.

Good luck.

[Howard Hughes]

Don't mention turbulance on arrivial refer to it as a few bumps. The fact that a few bumps might mean you can hardly focus on the instruments because your eye balls are getting bounced around in there sockets dosn't matter.

There are only 2 types of turbulence:

" a few bumps"

and "quite a few bumps"

Cheers, HH.

[Trislander]

Rainboe,

I think you are reading too far into all this, I'm sure 99% of pax won't be sitting there thinking 'hmm.. I wonder if the pilot actually lives here if he is welcoming us to venice?'

I found the one liners posted rather amusing. The 2 Ronnies are far past their sell by date (like most old british comedy shows of that era) and unfortunatley highlights the reason for which you did not find the one liners funny.

I understand Erik has asked for some assistance here but this is pprune, you've got to expect some amusing banter here and there which you could choose to ignore if you find it irrelevant, or get worked up over it as you have.

Anyway I'm not here to start a fight just help out where I can and occasionally have a laugh in the process.

Merry Christmas all!

[Rainboe]

Like I said, let's leave out the personal stuff.

I found it rather insulting that someone who does not have English as a first language makes a sincere plea for help, and he becomes the butt of various appalling styles of what is supposed to be humour, without any apparent attempt to provide any assistance. I felt ashamed for Pprune.

[No_Speed_Restriction]

rainboe, english isnt my mother tongue either. what I have learned whilst flying in the UK is that one needs to relax and enjoy flying; whether this includes some mild banter or not. stop taking it so personally.

[DBate]

My favourite announcement is:

'Next stop London Heathrow'.

But seriously - the advice that really worked for me is, when doing a pax announcement, always know the last sentence of your announcement before you start talking.
I found that especially helpful when doing announcements in a foreign language or when explaining special occurrences to the passengers.

So everybody, have a merry christmas.
DBate

[mad_jock]

Trislander is must admit I was suprised when I read the sheet about the things which some pax feel uneasy about knowing.

It was produced after a survey by BA. It made quite a good read suprisingly.

I normally

1. Introduce myself
2. State how high we are
3. Say where we are and if what they can see out each side of the aircraft (only do this when you can see the ground, ok on my type, but if most pax haven't got a window seat wouldn't bother)
4. Tell them when we are going to arrive. If early say 15mins early. If late just give them a time.
5. Wx at destination omitting words like CB, thunderstorms, wind shear etc. Although i did smile when as a pax into ABZ the crew described the wx as crap.
6. pleasantrys for using the service.

If its a red eye service and we are on time there are quite a few arguments to leave the pax alone and not bother.

MJ

[Pilot Pete]

Lots of good advice contained in the previous postings. I would re-iterate the need to find your own style and format following the basics mentioned.

You MUST bear in mind that there will always be one or two individuals who take the 'Rainboe' attitude and who will find fault in something, if not everything you say. You can't please all of the punters all of the time. Sticking to the basics is the best way to not upset too many!

Honesty is important, but as mentioned previously, it is often better to avoid being too honest as this may worry already nervous passengers because they just don't have the knowledge or ability to see how rational your comments are in the context of flight safety.

I was once advised that if your PA makes 95% of the passengers happy with use of humour etc etc, then you have failed because 5% of them are NOT happy! Good advice and another reason to keep it simple.

When you are having 'one of them days' where nothing is working and your delay is compounding it is always best to apologise for the delay and perhaps try and get some empathy from the passengers, perhaps using the phrase mentioned above. In general, people realise that sometimes, dispite your best efforts things just won't happen and as long as you let them know WHY things haven't happened, WHAT'S going on, WHAT you are doing about it and WHEN you will speak to them and give them more information, then most people will accept that you are doing your best.

DON'T blame other agencies/ departments as this is unprofessional. Mention perhaps the problem that you are having getting the bags loaded, not the fact that the loaders have cocked up. Once I have explained the problem and apologised for the delay I end my PA with a 'thankyou for your understanding and patience ladies and gentlemen, whilst we get this problem sorted out'.

For extended delays I give a timescale for when I will speak to them again. Recently in Barcelona there were CBs all around and the runway kept being shut by the airport authority as the storms passed overhead. We were told we were number 17 for start up clearance and to expect a delay of 50 minutes. My first PA explained all this and I told the pax that I would speak to them again in 20 minutes. I then started my stopwatch and to the minute, made another PA 20 minutes later, this time in the cabin on the crew handset facing the passengers. This can really help in one of these situations as they can see you 'facing up to them' and not just hiding away in the flightdeck allowing the cabin crew to take the flack. In the past I have also mentioned about the long day that the crew have had, that they are just as keen to get home as the pax and the fact that it is not the cabin crew's fault so please remain respectful towards them after a couple of upset pax thought it their right to take it out on the crew.

After another 20 minutes I spoke again to the pax, even if there was nothing new to tell them. At least it shows them that you are keeping them informed. Our total delay in the end was 1hr 25minutes and I had made a total of 4 PAs. Just to confirm what I was saying about keeping everyone happy though, I got 3 complaints (through the cabin crew questionnaires that are handed out), for being 'unprofessional for leaving the flighdeck'.....!!! You can't win! It just shows that most pax have an extremely limited knowledge of how we work and some just assumed that we are locked away in the flightdeck these days and if we came out the aircraft is in danger from hijack.....even on the stand.....!

The last point I would make is to certainly write down what you want to say until you are fully confident in PA making. I still often write down route details (major cities that people will have heard of only please!, not VOR beacons that you are going to cross!), ETAs in local time (after checking the Jepp so that I stand a reasonable chance of getting it right!) with a tip to mention landing time if you are late as opposed to on chocks time (especially if you are late and you are landing in Schipol with a 20 minute taxy to follow!)

Hope this helps.

PP

ps Edited to add that sometimes it is better NOT to do a PA. I have often ommited my 'Welcome Aboard' PA due to a slot restriction and, late boarding, but again in the cruise I make a point of speaking to them soonest and explaing why. On a night flight I never make a cruise PA when most are trying to sleep.

[erikbocko]

Everybody thanks again for all your comments, suggestions and guidelines. Specialy Pilot Pete, Bealzebub anf I-Ford. I could make a handbook out of this. Your points of view are very different, but I think none of you is wrong. I most certainly will use your guidelines "up there".

Erik

[Packsonflight]

Re: pax anounce

I think that we have to make excuses for lot of things eaven if they are not realy our fault, because we are representing a company.
Some of this is very usefull regarding standard PA anouncement, but how do you handle the continued turbulance situation with discontinued service, where the greater portion of the pax are getting uneasy?

[Rainboe]

Re: pax anounce

Packs, it is essential to be quite firm about the need to be sat down and belted up, and offer hope for the future as well. I handled it by taking the form:
"Ladies & Gentlemen, it is essential for your safety whilst we are experiencing this turbulence that cabin service is discontinued and you MUST remain in your seats WITH your seat belts fastened. As soon as it is safe to do so, we will turn the seat belt signs off and only then will it be safe to leave your seats. We are doing all we can to get out of this uncomfortable turbulence, we may change cruising altitude or alter course to do what we can to avoid it, but PLEASE, do not get up and please keep your seat belts fastened, we /hope it won't last for too long/doesn't break the wings off. Meanwhile, here are a few of my Tommy Cooper impressions"

(The last bit might be a joke)

[Pilot Pete]

Re: pax anounce

I know the last bit of Rainboe's post was a joke, but more words to avoid are things like 'hope', as if we are hoping, they are frightened as they don't expect us to be 'hoping', they expect us to be knowing!!

Concerning the continuous turbulence thing, Rainboe's post sums it up quite well. It is rare to get anything more than light/ mod turbulence (certainly around Europe why I mainly fly) and on every single occassion, after having put the belts on and having made an announcement I get reports from the CC that someone has left their seat because they are dying for a pee. I tell the CC to inform them that they must return to their seat, that they are not covered by our insurance, and more to the point may be liable for any injury they cause to someone else when they are flung about the cabin. I then make another announcement explaining this point to all, which usually makes eveyone think about holding their bladder a little harder........

PP

[haughtney1]

Re: pax anounce

I fly with an Ex Big Airways capt, who for reasons best kept to himself is an affable, relaxed, nice guy...when not in the left hand seat.

It has been my unfortunate experience to fly with this guy, who when the occasion presents itself for me to do a PA..i.e. when Im PF he produces this bloody BA PA sheet
Being a typical antipodean, my preference is to use my own style, be friendly, spontaneous..of course with the caveat of giving accurate and relavent information, all parceled up in a 30-45 second PA.

My advice is to be yourself, put yourself in the passengers shoes, its perfectly reasonable to wish holiday makers a pleasant stay, as it is to advise of any adverse weather en-route. Most importantly keep it simple

[Rainboe]

Re: pax anounce

I take your point about the use of 'hope'. It's a difficult one, and hard to avoid using. If you start making promises about 'shouldn't last too long', and it does, you lose a bit of their confidence because you were wrong. You can't be too specific about what is going to happen, so 'hope' is a not very good fallback.

In BA we were decisively stopped from using the 'your insurance doesn't apply' if they get up. It does, but they or the crew can still be liable for injury caused if they are thrown around. The instruction was definitely not to say it. At times like that, it is definitely a case of 'no more Mr. Nice Guy'. It is 'SIT DOWN AND STRAP IN.....NOW!!!!!'