There is a growing movement among passengers and legislators that the airline business needs to take more responsibility in getting luggage to passengers in a timely fashion, and I whole heartedly agree. With technology and the ability for airlines to track a piece of luggage anywhere in the world (similar to tracking a FedEx package, with the advent of barcode readers/scanners, etc.), the airlines should be able to get an errant bag back to its owner pronto.

In today’s world, there really shouldn’t be any excuse, and the exception to those rules should really BE the exception! Yet time and again, hundreds and thousands of items end up in the airline equivilent of the “dead letter” files every year. There are even outlet stores that resell items that go unclaimed after a time, when the airlines cannot reunite them with their owners.

Some items are found on the aircraft…left behind by those unwitting passengers who either got distracted when leaving the plane or just didn’t listen to that all-important announcement at the end of their flight almost begging them to “check all around your seat for all your personal items.” Yet it is inevitable that things get left behind and trying to locate the owner is usually a gargantuan task, especially when planes get cleaned and turned so rapidly that before long, it would be impossible to accomplish.

Today, I want to share two stories of lost items with which I was personally involved and afterwards, you will see firsthand how a small decision on the owner’s part could be the difference between getting reunited with that precious item, or losing it to the Great Cosmos…

The first story takes place just a few days before New Years. My crew and I had just boarded a Boeing 777 that had arrived from Los Angeles. During our safety checks, one of my crew members discovered a small black nylon bag under one of the economy class seats that the cleaners had missed (one of our safety checks is to ‘sweep’ the aircraft for anything unusual or out-of-place before boarding begins).

Normally, I would have turned the misplaced item to the Customer Service Agent to hand over to the Baggage Services Department. On this particular day, however, the boarding of our flight was so frantic and the gate agents were so busy that I forgot to hand it over when the door was closed. I felt badly, but I was determined to make sure it got returned to its owner.

With a fellow crew mate observing, I opened the bag and found two ‘high-value’ items inside: an iPod with earbud headphones, and a Nikon camera. There were a few other non-descript items inside, but nowhere, inside or out, was there anything that could help me identify the owner: no Name/Address card, markings, tags or business cards to be found. Normally, in this case, our Baggage Services Department would catalogue the items and store it for a short time and, if left unclaimed, it would be turned over to one of those “outlet” stores I mentioned earlier.

Then, I had an idea. We had looked on the camera and noticed that quite a few pictures and some videos had been taken. It looked like a family on vacation, and I knew that these pictures were of some value to the owner, not to mention the camera and iPod. I took a gamble and contacted Nikon customer service, told them who I was and that I was trying to reunite the camera with its owner. I asked them if they had a customer registration for the camera on file and if so, could they be kind enough to contact them and have them get in touch with me somehow.

After a couple of days, I recieved a call back from Nikon telling me that they had located the owner, based on the serial number I provided them. They agreed to forward all the items I had back to the family who lost them at the company’s expense, and I immediately FedEx’d the entire package to Nikon.

In this case, the passenger who lost the camera had had the foresight to fill out that all-important registration card and sent it in. Because of that small act, a family’s record of vacation to Southern California was saved…but it could have been a whole different story.

The second example involves a standard rollerboard carry-on bag.

In this story, the flight attendants are trying to assist customers in getting settled during the boarding of a completely full flight. The overhead bin space is filling rapidly, and people are desperate to find space. While this is happening, the flight attendants are going through the cabin, trying to close bins that are full, when they come across a rollerboard that obviously doesn’t fit and the door to the bin won’t close.

The flight attendant pulls the bag out and begins calling out around the area of the bin to find its owner. No one responds. The attendant asks out loud again, and the only thing he sees are all eyes looking at him, but no one is claiming the bag. An announcement is made over the PA system, and still there is no claim to the bag. Here, we have a dilemma. The rollerboard looks brand new. It’s all black, and therefore looks like thousands of others bags travelling around the system.

As we prepare to finalize the flight, the gate agent turns to me and asks what we want to do with the bag. With her there as a witness, we open up the bag to find a set of mens clothing and shoes and other apparel — it’s obvious that it belongs to a male passenger — but no where on the outside or inside of the bag is there anything else that would help us identify its owner.

The decision is made to gate check the bag to our destination, and she hands me the claim check in hopes that the owner will identify himself prior to landing. Sure enough, about 4 hours into the flight, a man approaches me and says, “I have a problem! I can’t find my luggage anywhere on the plane. I wanted to change my clothes and I can’t find it anywhere!” I ask him for a description of the bag.

“I really don’t remember! I just got that bag, and I don’t even know who made it!”

Seriously? Unbelieveable!!!

I ask him if he could tell me what he had packed inside it and after I hear a few of the things he mentioned which I remember, I tell him what had happened.

“Oh yeah, I remember the attendant was asking about that black bag, but I wasn’t thinking it might be mine!”

Well, needless to say, I explained to him what had happened and what we had done and gave him the claim check for the bag, instructing him to claim it at baggage claim at our destination. I also suggested that he have an identifying tag with a business card or address on it, and have a card with contact information on the inside of the bag as well.

These two examples highlight one of the many reasons why passengers never get reunited with their personal effects — whether left on the plane accidentally, or if they are somehow mishandled by the airline — the lack of identification on such items is tantamount to just giving it to the universe diliberately.

I suggest one of two methods to keeping a virtual leash on your belongings when travelling.

First, and least expensive: Attach an owner/address tag to your bags, or have the information on a card inside the bag that can be easily spotted and retrieved. Using this method will assist airline personnel in getting these things back to their rightful owners.

Second, there are several services that, for a nominal fee a traveller can use, which place a permanent barcode on your item along with a phone number (and some even offer a reward to the person reporting the lost article to the company). This method will allow the service to retrieve your item from the finder without divulging your personal information, thus providing you with a little piece of mind, if this concerns you.

The airlines have improved their numbers in misplaced bags and lost items over the years. But many things are still lost and the majority of these items could be properly identified and returned to its owner if these small, easy and most-of-all vital steps are adhered to.

Do yourself a favor: check your bags now for tags and/or identification BEFORE you travel next, and you’ll avoid a mountain of headaches in the future!

Safe travels!
____________________________________

The Savvy Passenger would love to answer your questions about airline travel, from the vantage point of an airline insider! Send your questions, queries and comments directly to TheSavvyPassenger@gmail.com

He’ll do his best to answer you in an upcoming column. All personal information is strictly private and will not be shared with the general public, unless requested. Feel free to comment on specific articles right here at the bottom of the page! Safe travels, everyone…

A recent health scare on a Chicago airport tarmac last month has heighten awareness about a daily occurrence that typically goes by unnoticed and ignored: the spread of infectious disease by airline travelers.

Last month, a female passenger who had just returned from a visit to Africa had broken out in hives and the condition had gotten progressively worse since leaving the nation of Ghana.  By the time the regional jet had arrived at Midway airport, the local airport fire department had surrounded the plane and the Centers for Disease Control had been notified of the possible contagion situation.  The plane was placed in quarantine as a result, forcing everyone on board to remain until the passenger’s condition had been monitored by medical experts.  There were unconfirmed reports that the affected passenger might have contracted Monkey Pox.

After being observed by the crew and photos of the skin rash reviewed by CDC officials, the crew and passengers were allowed to deplane.  Passengers who experienced the quarantine reported high levels of stress, worry and anxiety about their personal health and safety, but were relieved that the passenger had been cleared and that the authorities had taken the situation serious enough to verify that every person involved were safe.  It appeared that the passenger was reacting to exposure to bed bugs while in Africa.

This entire incident brings up a very interesting topic…one that is rarely discussed: contagion by airline traveler.

Watching movies like “Contagion” or “Outbreak” tend to add to the anxiety one feels when informed that exposure to a possible bacteria or virus.  While there are strains of these diseases that are extremely dangerous and virulent, luckily they are rare and authorities are usually on top of these strains with advisories and advice to protect oneself from contamination.

Still, it gives one pause to be extra vigilant when it comes to one’s personal health, especially when traveling.  There are resources available for any traveler to take advantage of, especially when traveling abroad.

The CDC has an excellent traveler’s advisory website for almost every country you might want to inquire about.  This resource can be found at http://wwwnc.cdc.gov/travel/destinations/list.htm.

It’s also a good idea to schedule a visit to your personal physician to get needed or recommended vaccinations/boosters when traveling abroad, particularly to third world countries, where infection and disease control is minimal or non-existent.  Be mindful that some of these vaccines have short shelf lives and many clinics and medical offices must special order them in advance and may not be readily available on demand.  Check with your state’s health department for further information.

There are other things one can do to reduce your exposure on an airplane.  The most important (and sadly one that is continuously omitted by airline passengers) is washing your hands, especially after using the lavatory facilities.   I don’t recommend using hand sanitizer all the time, but having some with you while traveling has many benefits, especially when access to soap and water is not immediately available.

Another easily available resource is saline mist.  This offers two things to airline travelers.  First, airplane cabins are extremely dry as the air is processed and filtered in the ventilation systems.  Using this product will keep your nasal passages moist and allow your body’s own natural defenses to work more efficiently.  Second, saline solutions allow you to rinse your nasal passages from allergens and other nasty “bugs” that you may have inhaled.  It may sound overly simple, but studies have shown that they are quite beneficial, even on a daily basis.

As a travel professional, I never recommend airline travel if you are under-the-weather.  Airlines do reserve the right to determine whether travelers are “fit-to-fly” and if you are exhibiting signs of illness, they have the right to refuse you access to the cabin.  This policy is not often executed, but be aware that it does exist.  If you must travel and are ill, please do your fellow travelers a huge favor and take along a “surgical mask” – they are easy to obtain at most drug stores.  This will help keep your illness contained and will help lessen others’ anxiety about germs spreading to them.

Before leaving on your next journey beyond the borders of the U.S., check out these other online resources for other information regarding current outbreaks, tracking of infections, and preventative measures:

• Flu Trackers: http://www.flutrackers.com/forum/
• AirCrewHealth.com: http://aircrewhealth.com/Topics/topics.htm
• MedicineNet.com: http://www.medicinenet.com/script/main/art.asp?articlekey=47044
• The Harvard Medical School: Family Health Guide: http://www.health.harvard.edu/fhg/updates/update0604c.shtml

Safe (and healthy) travels!

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The Savvy Passenger would love to answer your questions about airline travel, from the vantage point of an airline insider! Send your questions, queries and comments directly to TheSavvyPassenger@gmail.com

He’ll do his best to answer you in an upcoming column. All personal information is strictly private and will not be shared with the general public, unless requested. Feel free to comment on specific articles right here at the bottom of the page! Safe travels, everyone…

Last week, I set out to secure my new credentials as a frequent global traveler.  Knowing now what I do about the program, it was truly worth the effort and the $$$…

Back in July 2011, the U.S. Department of Customs and Border Protection (DCBP) opened the “Global Entry” Trusted Traveler Network to all eligible U.S. citizens, in order to help expedite the clearance process for those citizens of the United States who are willing to submit to an extensive background check, be photographed and fingerprinted and pass a secondary interview process.  These travelers are then issued a privileged process of clearing customs and immigration through specially designated lines and ATM-like kiosks using the passport/photo/fingerprint scans to identify the member and clear them through in a more expeditious manner.

It really wasn’t very difficult to do.  And if you travel outside the United States more than 4 times a year, I’d say that the financial investment is worth your money, and definitely your time.

It begin with, you must create an account online at the DCBP website called GOES (Global Online Enrollment System) at https://goes-app.cbp.dhs.gov/main/goes. If you are already registered with NEXUS or SENTRI, please follow the links on that page for further information on transferring your registration to the GOES system for admittance into the Global Entry program.

Keep in mind that by applying for this service, you will be subjected to a thorough 10-yearbackground check.  You will be asked what countries you visited for business and/or pleasure over the last 10 years and approximate date you were there.  If you hold dual citizenship or have multiple passports, you MUST include all of these documents in your application.  You will be asked to submit payment to the DCBP of $100.00 USD which is NON-REFUNDABLE (be very mindful of this fact: if your application is rejected for an incomplete application, or incorrect information, or for any other reason, you will have to reapply to the program and submit ANOTHER $100.00).  Your application and membership in the program is valid for five (5) years from the date of your acceptance in the program.

Also, be mindful that if you have ever been convicted of a felony here in the U.S. or abroad, have been fined in the past by the U.S. Customs for violations of any type, or have any other discrepancies in your record that would flag the system, your application will be rejected and you will forfeit your application fee.

Once your application and fee has been received, the DCBP will take upwards of four weeks to process your information and perform your background check.  Upon completion of this procedure, you will receive a letter (usually in e-mail form) either congratulating the acceptance of your information or you will be notified of your rejection from the program.  Those who are accepted to the program must then return to the GOES system and schedule an appointment for a one-on-one interview with a DCBP officer.  There are approximately 20-25 locations that you can schedule your appointment.  You must schedule the appointment within 30 days of the date of your acceptance letter or forfeit your application and fee.

During the interview, you will view a video prepared by the DCBP that explains in complete details how the program works and the procedure for using the Global Entry kiosks at the airport.  Afterwards, you will be asked a series of questions regarding your past, your travel, your employment and be asked to review any items on your application that the DCBP officer deems necessary to continue.

Once your interview has been completed to the satisfaction of your DCBP officer, you will be photographed and fingerprinted.  Afterwards, a special sticker is attached to the inside of your passport and you are then instructed on the next steps.  Basically, you will receive a letter in the mail confirming your completion and acceptance into the program.  If you have any specific questions about the program or the procedures, the interview is the best time to ask.

As an added bonus, currently the Department of Homeland Security (DHS) has begun the “Trusted Traveler” program at several major airports around the country, and will be rolled out to all airports as the program is fully developed.  Successful applicants of the Global Entry program are currently automatically accepted into this program and you will receive a special credit-card sized card with sensitive electronics built into it (much like your passport) and a protective sleeve to store it in.  This card will grant you access to the special express lines at participating airports to get through security, and allow you the ability to get through the screening process without having to remove your shoes, jackets or separate your laptop from your carry-on luggage, thus expediting getting you to your scheduled flight.

Keep in mind that, as with all security programs, you are ALWAYS subject to secondary search and screening at any time, so while you will save a lot of time and headaches most of the time, there will be times when you are required to these additional searches.  Failure to comply with these requests, or discovery of your violation of any customs or immigration rules or regulations will subject you to fines, and/or imprisonment and most certainly automatic dismissal from the program without the ability to regain entry.

For further information about this program, contact the DCBP at their website at www.cbp.gov or www.dhs.gov.

**Just a quick shout out to my loyal readers — I am so glad to be back writing about the airline industry again…sometimes life throws you curve balls. You just need to learn how to hit them! After moving with my transfer and finally settling in to my new base, things have finally fallen into place for me to get back to the business-at-hand: the airline business. Thank you for your patience.
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Wow! What on earth is going on in the airlines and the traveling public these days!?

It seems that frustrations and anger are hitting the boiling point in the industry today…almost daily now, I am getting reports of incidents between passengers and crew members. Flight attendants and pilots are losing their minds (literally) and more and more passengers are accosting crew members, with serious consequences.

Those of you who read this column regularly know that I have addressed this issue before. It is a federal offense to interfere with a crew member at any phase of your travels, including boarding and disembarking the aircraft. Those close to me who are not airline personnel have asked if there are any consequences for crew who behave badly…and the answer is a resounding YES!

In fact, recent events involving a pilot who seemed to go berserk on the flight he was working resulted in his being charged with a felony, and the courts applied the same federal law regarding interference of a flight crew to dole out the punishment.[1] That pilot is currently on suspension and will probably lose his license to fly and his job at the airline.

Other crew members have been slapped with penalties, fines and arrest due to their unacceptable and unprofessional behavior, and many of them have lost their careers at the airlines as well.[2][3]

As serious and as bizarre as these events have been, they still don’t represent the vast majority of airline professionals who come to work every day, and endure a myriad of odd, strange, unruly and uncalled for actions from passenger and co-worker alike. As a seasoned airline employee, it has rarely been an easy job, but those of us who do it know this ahead of time, and we deal with the cards we are dealt every single day, on every single flight. But as proud as we are as a collective of our safety record and our service abilities, we are still human beings, with feelings, frustrations and faults…just like you.

The airlines are a favorite target of ire and disgust among many people, even my own family and friends. Over the years, I have endured the embarrassment and squirmy discomfort when people I know tell me their horror stories. I empathize and I try to put on a good face about it. It is clear that there are many things within the industry that could be better, more efficient and far more traveler-friendly. Sadly, until the day that some board at some airline decides to put me in charge, there is little I can do about those things.

One thing I do give my fellow airline employees credit for is their amazing ability to bend with the wind, and roll with the punches, especially after many carriers have flown through the turbulence of bankruptcy, consolidation, and acts of terrorism. Airline people are some of the most creative and visionary people I know, especially among the huge burden of remaining within the scope of their jobs, and the encumbrance of corporate and government bureaucracy and regulation.  And as the major airlines look for more ways to stretch a dollar and save a penny, it’s usually at the expense of the front-line airline employee…either through a removal of tools or services, or a change in rules that disallows us to fix what once was simple for us to resolve.

I understand that everyone has a bad day…has a problem in their life to solve…has personal tragedies and misfortunes come their way. Some find it hard to filter them out enough to leave them behind. I get that. I admit that it’s hard to come to work sometimes and be cheerful, welcoming and accommodating. I, too, am human. But I make no excuses for myself or others…just a simple and truthful observation about the men and women of the airline profession.

As long as the airlines staff the ticket counters, airplane cabins and cockpits with human beings, there will be shortcomings for the public to endure. But make no mistake:  I am proud to work with these great people every day…even the cranky ones!

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The Savvy Passenger would love to answer your questions about airline travel, from the vantage point of an airline insider! Send your questions, queries and comments directly to TheSavvyPassenger@gmail.com

He’ll do his best to answer you in an upcoming column. All personal information is strictly private and will not be shared with the general public, unless requested. Feel free to comment on specific articles right here at the bottom of the page! Safe travels, everyone…

[1] CBS News, March 28, 2012, “JetBlue pilot charged with interfering with crew,” CBS Interactive Inc., http://cbsn.ws/JRLVJq

[2] FOX News, April 4, 2012, “Delta flight attendant pulled from buffalo to Atlanta flight,” Associated Press, http://fxn.ws/HXAsgf

[3] The Daily Caller, April 12, 2012, “Former flight attendant sued for releasing confidential passenger information,” Alexa Fee, http://thedc.com/HR3zgl

In January, KLM Royal Dutch Airlines launched a new experiment in social networking that has the media all-a-twitter.

Now, when you check-in for your flight and want to choose the seat in which to sit, their self-service kiosks and on-line check-in functions introduce passengers to “Meet & Seat” featuring a map of the entire airplane, available seats to choose from and a little something extra: the seats that are occupied appear with various social networking logos, like Facebook, Linked-In or My Space.  When you select these icons, a small electronic “dossier” appears on the screen, including the passenger’s name and picture, and a description of the individual, including hobbies, likes and dislikes, etc.  The information is farmed from these social networks (at the individual’s authorization, of course) and allows the passenger who is looking to choose a seat to see who’s next to them and decide if they want to sit next to them based on that information.

It’s an interesting social experiment that was implemented by Malaysia Airlines last year with very little fanfare, and now KLM is looking to mimic this method of customer check-ins.  The reaction of people being introduced to this method of choosing a seat on a flight has been mostly positive, although some find the feature a little disturbing. “If I was traveling with my kids/teens or traveling on my own” says  KLM passenger Nora Byrne on the airline’s Facebook page, “all I think of is the creeps that would use this to stalk. I would hope they remind passengers each time to opt out if they don’t want to be stalked on a flight.”[1]

The airline insists that privacy is protected and that passengers must “Opt-In” to participate.  The system is also innovative, allowing passengers to completely control what information gets shared.  Passengers can modify their information between 90 days to 48 hours prior to the flight.  The system will also e-mail participants when new passengers on their flight have also opted-in to the program, and registered users can return to KLM’s website to view these additional passengers via their “Manage My Booking” link.

The “Meet and Seat” service is currently limited to flights between Amsterdam and New York, San Francisco and Sao Paulo, Brazil.  For additional information, refer to KLM’s web page on the service at http://bit.ly/y0WrmK

Happy networking at 30,000 feet…”Like”!

[1] Forbes, Tech Section, “Will KLM’s Plane-Based Social Networking Fly With Travelers?” – Feb. 29, 2012, Kashmir Hill, http://onforb.es/AE8gys

A bill is on its way to President Obama’s desk for his signature today.  It’s called the FAA  Modernization and Safety Improvement Act of 2012 and it has some important components in it that are essential for the airline traveler to know.

As you may be aware, there has been a push to get Congress to act on a Passengers’ Bill of Rights over the past several years.  In the past few years, the DOT has increased fines levied against airlines for extended delays, but there hasn’t been much in the way of actual laws that govern the treatment of passengers by the airlines.  Today’s bill contains a large number of provisions that will require both the FAA and the U.S. Airline industry to change, limit or prohibit certain former practices that have made airline travel torturous, at best.

Here are some important highlights that will become law:

• Airlines must create realistic schedules to minimize departure delays
• Airlines must publish and have prominently displayed on the ticket counters, on their websites and on e-confirmation documentation the DOT’s Consumer Protection Hotline
• Provisions of food, water and medical treatments must become available at all times – an improvement over the DOT’s “after two hours” requirement
• Passengers must now be made aware of any insecticide used aboard international flights
• Improved flight delay reporting
• Considerations to be made for Military and “active duty” personnel
• Provisions for educating passengers about which child safety seats can be used onboard aircraft
• Airlines now restricted from charging extra fees for carry-on instruments which can be stowed safely in overhead bins, and that larger instruments must be allowed as checked baggage
• Airports must file contingency plans with the DOT for situations such as extreme weather delays or more catastrophic events in the future
• DOT must create a Consumer Aviation Protection Advisory Committee made up of one representative from each air carrier, along with airport operators, state and local governments and non-profit organizations which focus on consumer protections

A major setback for airline consumer advocates was the exclusion of the “three-hour tarmac delay” restriction, which many saw as a punitive measure against the airlines.  However, the DOT plans to keep its current regulation in place, despite it being struck from the bill.

What this new bill does now is finally rid Congress of having to patch up the FAA piecemeal and get them the monies they will need to improve air traffic control systems in the U.S. and move forward on the latest technologies available to route aircraft while in the air and lessen traffic jams both on the ground and in the air.

Another issue that was tagged onto this bill was a change in how unions can organize on airline properties, one that isn’t setting well with union leaders nationwide.  It requires unions to provide 50% PLUS 1 of the total workgroup population to sign union cards in order for an election to be authorized.  The current rule is 35%.

All-in-all, this new bill will force the airline industry to re-think how they do business and will hopefully lesson many of the frustrations that currently plague the system.  Only time will tell…

While commuting on an airline other than the one I work for, I had the chance to chat with a very seasoned traveler. He was flying on this airline by chance (not his normal carrier).

When our discussion turned to airline related development, he became animated and quite agitated.

“Today, people are just plain savages!” he exclaimed. “People just don’t know what they are doing anymore and they will step on anyone to get what they want and to hell with all the rest…”

I chuckled to myself because I knew exactly what he meant and how he felt. I truly empathize with the frequent business travelers out there who know how the system works and knows first-hand that most of us front line airline staff are truly powerless to get things to change…at least most of the time.  If I wasn’t an airline employee (but could have the knowledge that I have gained over the years as one) I would never choose a career where I had to fly most of the time, unless I was privy to a private jet.

What seemed to anger this man the most was a serious lack of manners that he perceived had infected the public at large. As the baby boomers age, and the X and Y generations move into young adulthood, many educators have noted a shift in moral standards and values; tied to an ever-increasing exposure to violence, raw language and less exposure to parental authority, this up-and-coming generation has shown a true lack of respect for authority, or for their fellow human beings.

These observations have not gone unnoticed among those of us in the service and hospitality industries. Much of what we witness is frustration over many things that are simply out of the control of the person trying to correct the issue(s) at hand.

It seems clear that the reputation that the airlines have isn’t going to vanish anytime soon.  Of the six major airlines in the USA today, three are still trying to sort things out from recent mergers.  U.S. Airways merged with America West Airlines more than six years ago and they still haven’t worked out all the kinks that are needed in finalizing such a large transaction.

In the interim, how the airline customer perceives the airline employee adds a lot of negativity that passengers have felt about airline travel altogether.   But the most plain of observations is how airline passengers treat each other that have seemingly degraded the quickest.  Tempers are high and an air of “I’m only looking out for myself” tends to win out over helping a complete stranger out when they appear helpless.

Many “important” businessmen and women struggle to be first on-board their flights, jockeying for position of luggage space; some wouldn’t hesitate to run over another just to be first or have the best advantage.  I have seen it happen with my own eyes more than a few times!  Sometimes it’s comical – it reminds me of a “Keystone Cops” episode!  And I have had to act as referee more than a few times when these people start arguing over bin space, or leg room or a seat duplication…it can get pretty involved at times, but it’s certainly not the end of the world either!

In the grand scheme of things, these airline mergers will eventually be ironed out, and employees will once again beam with pride to work for their respective carriers.  Airline travelers will always have high demands and high expectations.  It’s how we choose to treat one another that can make or break a trip altogether.

As an experiment, I recently traveled across country in “civilian” attire; the only people on the plane who knew I was an airline person were the crew.  I did not have my badge draped on my neck nor my “CREW” tags hanging from my luggage.  During the boarding process, I found myself helping other passengers get bags arranged in the overhead bins, said “please” and “thank you” out loud with a smile and generally helped get folks settled in.  I laughed when one elderly person suggested that I should go to work for the airlines, I was so nice.

In general, the experiment showed two things happened.  First, the general attitudes of the people around me tended to lighten.  Second, I noticed that others started getting into the act, helping their fellow passengers get settled, arrange luggage and answer questions.  Before you knew it, a completely full airplane was boarded, settled and for the most part happy to be underway.  The flight was pleasant and concluded without incident.

Now, I’m not suggesting that every single flight would go without a hitch, but the great variable “unknown” was in play here because I never notified anyone of what I was doing and this flight was as random as any flight I might work as a reserve flight attendant.  It could have been any flight to any destination, and I believe that I would have gotten a similar response.

As a professional, I truly believe that, as a society in general, we should all strive to return to the days when we were civil to one another.  Dust off our books of etiquette and treat others with respect, dignity and how we’d want others to treat us…you know, that “Golden Rule” thing.

I challenge you to try this yourself and see what happens.  You may be pleasantly surprised to the outcome, AND enjoy the process itself at the same time!

Tips to Staying Healthy During the Busy Holiday Travel Season

As crazy as the Holiday Travel period can be, one of the common pitfalls of crowded airports and airplanes is the spread of cold and flu viruses.  The fact is that flu season usually peaks in January, just after the Holidays, and many experts believe it’s due to the heightened exposure to fellow travelers in close quarters with one another.

Most airplanes have HEPA filtration units in their air circulation systems on board aircraft, but the way many folks are now packed in like sardines in steel tubes at 30,000 feet for hours at a time, the likelihood that you will pick up an airborne illness or other bug is vastly increased.  So what can you do to lessen your body’s chances of becoming infected?

Stress

One of the biggest contributors to infection and the susceptibility to illness is succumbing to external sources that trigger internal stress.  Scientific studies have consistently proven that allowing stress to internalize actually suppresses the immune system, allowing for increases in infection.[1]

A simple way to help reduce your stress levels during holiday travel is to understand what can go wrong during your travels and accept that you may be faced with that somewhere along your journey.  People forget that, as winter sets in during late November and throughout December in the northern hemisphere, airline travel is severely hampered.  What many travelers tend to forget is that the airlines and their employees have no control over these external forces.  Yet time and again, the public has a tendency to express their increased frustrations on the men and women whose job it is to do their best to accommodate them.

It may sound simplistic, but remembering the words of Reinhold Niebuhr’s ‘Serenity Prayer’ may actually help you to cope: “grant me the serenity to accept the things I cannot change; courage to change the things I can; and wisdom to know the difference.”  I have seen people have a complete meltdown in front of customer service agents simply because their departure gate had changed, let alone the flight being delayed or cancelled.  It is best to practice patience and let go of the internal frustrations.  Expressing them and projecting them on airline personnel tends to exacerbate the situation.  Try taking a step back, take in a deep breath, and relax.  And most importantly, let the airline people do the job they are paid to do.  Adding additional pressure and stress on them will not get you much mileage – both figuratively AND literally.

Hygiene

They say that the best defense is a good offense.  This can also apply to protecting yourself and being proactive in lessening your chances of infection.

There is a delicate balance between exposing yourself to bugs in order to build up ones’ immune system and protecting yourself from incubating it in your body.  Many researchers believe that the recent popularity of anti-bacterial products may be doing more harm than good when it comes to fighting off illnesses.  The risk of “cross-resistance” is making the use of standard antibiotics almost useless.[2]  While the common cold and flu are viruses, researchers believe there may be a connection in the weakening of the human immune system to overuse of these products.

Most physicians believe that the best way to minimize your exposure to these pathogens is simple, everyday hygiene, beginning with frequent hand washing with standard soap and water.[3]  The Mayo Clinic suggests that hand-washing should be done whenever you sneeze or cough into your hands, handle or prepare food, use the toilet or change a diaper, or handling garbage.

On airplanes, it is important to realize that most surfaces on the plane have been exposed to other people, including individuals who may be infected with illnesses.  There is also a good bet that those surfaces have not had a chance to be properly cleaned in-between uses.  I recommend that you bring a small supply of sanitation wipes in your carry-ons in order to wipe down surfaces like try tables, especially if you plan on eating food using that table.  Remember that bacteria and viruses can survive on exposed open surfaces for hours or days after contamination, so being armed with the proper tools can greatly reduce your exposure to these bugs.

Many flight attendants will tell you that one of the more common hygienic mistakes people make aboard an airplane is using the lavatory with stocking or bare feet, especially small children.  Take a few moments and put your shoes on, or get your children’s feet shod with footwear to protect them and you from exposure to pathogens that are bound to be found in abundance on a lavatory floor!

Travelling While Sick

In today’s modern times, it is virtually impossible to avoid travelling on a flight without someone on board who isn’t suffering from an illness.  With the high cost of changing a ticket if your travel plans are interrupted by sickness, most people will choose to fly anyhow—illness be damned.

There are a few things that you can do if you find yourself in this situation to lessen the effect you may have on fellow travelers (and on your wallet).

To begin with, most airlines offer “travel insurance” for just such issues.  The cost of buying this insurance is far less expensive than being charged for change or cancellation fees associated with illness.  Having this insurance will allow you to re-book your travel plans without further cost to you should you need to cancel or re-book your itinerary due to unforeseen illness.  Remember that this insurance is only available at the time of booking, and cannot be purchased after your tickets have been issued.  Check with your specific air carrier for additional information, rules and restrictions.

Try to get a flu shot early in the season.  Most vaccines are available for the current flu season around September, while the height of the flu season generally happens around January.  It is a common misnomer that these vaccines actually cause one to get the flu.  Don’t be misled.  It is highly recommended that children under 5 and adults over 50 get these vaccines every year as the flu can actually complicate other illnesses like asthma and high blood pressure.[4]

If you are caught off-guard and simply must travel while sick, take along a few items that will help you suffer less, and help contain your infection.  If you have a cold, I highly recommend a decongestant (Alka Seltzer™ Plus Cold effervescent tablets are the best) to keep your sinuses and estuation tubes as clear as possible.  I find that a combination of this and a mucus reducer (like Muscinex™) is the best regimen for keeping these pathways open and avoid the discomfort that airplane pressurization can cause.  I want to point out here that I am not a physician, so consult with a trained medical expert before prescribing this method personally.

If you do suffer from a cold or flu, it would be wise to bring along a face mask to wear while onboard the plane.  Not only will this help reduce the spread of your illness, it will give your fellow passengers peace of mind that you thought enough to do so, and will lessen their irritation that they might pick up what you have.  You can get these at any drug store or pharmacy.  It would be wise to bring along a supply of tissue…even though most airplanes are equipped with facial tissue, you may be caught in your seat with the seat belt sign on and unable to get to that supply.  Also, as a flight attendant, on behalf of my fellow attendants, I respectfully request that if you are going to dispose of your used facial tissues, please place them in the air sickness bag first BEFORE handing it to an unsuspecting crew member! They will thank you for that immensely!

Keep in mind that on board the plane, the only thing that flight attendants can provide you is a simple dose of aspirin or acetaminophen.  This may not be enough to cure what ails you so come to the airport prepared.  Also, remember that if you are a true believer in NyQuil™ liquid cold medication or any liquid elixir, you may not be allowed through security with it if the container holds more than 3.2 fluid ounces.

There is no way to avoid the spread of airborne illnesses, but being proactive in your fight against them will help you enjoy your holidays more and allow you to travel more worry-free.

As a seasoned air traveler, if you have any additional tips or suggestions, feel free to share them in the comments section of this entry!

Happy holidays, everyone…and safe, germ-free travels to you all!

[1] Schneiderman N, et al. Stress and Health: Psychological, Behavioral, and Biological Determinants. Annual Reviews in Clinical Psychology. 2005; 1:607.- http://bit.ly/uB9NbD

[2] Discovery Fit & Health: Skin-Care: Cleansing, “Should antibacterial soap be outlawed?,” Josh Clark,  http://bit.ly/tByBpq

[3] MayoClinic.com: Healthy Lifestyle-Adult Health: “Hand Washing-Do’s and Don’ts,” http://bit.ly/vGVUDh

[4] The Centers for Disease Control,  CDC.gov, “Key Facts about Seasonal Flu Vaccine,” September 21, 2011: http://1.usa.gov/t6NvaU

Image courtesy Broadway Video & NBC

In my personal opinion, Alec Baldwin is a narcissistic blow hard.

There…I said it! And I make no apologies about that opinion.

I have been a casual fan of Baldwin’s work for years. I have enjoyed some of the things he’s done; others, not so much. In the grand scheme of things, I (and I believe all of us) need to remember one important distinction: he’s an actor! He’s not a rocket scientist, nor an important political leader, nor a distinguished medical expert. In the grand scheme of things, he hasn’t done anything that I would consider to be of great value to the sustenance or betterment of the human race.

I am a flight attendant. I have no delusions of grandeur when it comes to my place in society, nor my importance to the public. I do know my place and I understand the responsibilities that my job requires of me. First and foremost, I am a safety professional on board an aircraft. My authority as such stands directly beneath the Captain’s authority aboard the aircraft I am flying on. Since the Captain cannot attend to the activities behind him and the cockpit door, the onus of keeping order and peace falls upon the shoulders of the flight attendants.

In this day and age, the public has become more and more callous towards the flight attendant profession. While the majority of our time is spent smiling, assisting and serving beverages and meals, in the public’s mind, flight attendants are nothing more than the stewardesses they see on the ABC series ‘Pan Am,’ or the ditzy bimbos portrayed in movies like “A View from the Top.” They understand less and less about our primary function – to protect the safety of the plane and the passengers aboard it. During emergencies, it is the flight attendants who coordinate, organize and take charge of evacuations, medical emergencies and other disruptions. Our job is to maintain order. Chaos on board a flight is unacceptable and rarely tolerated.

When things get out of hand at 35,000 feet, because the cockpit door must remain closed and secure in-flight, the highest level of authority (with direction from the Captain) comes from the flight attendants. So physical and verbal abuse is taken at face value and dealt with severely on the ground when the airplane arrives at the airport. Any passenger who cannot control their actions aboard a flight faces real, severe penalties in the form of charges of interfering with a flight crew or a flight attendant, as set forth in Title 49 of the United States Code: “The statute applies to any “individual on an aircraft in the special aircraft jurisdiction of the United States who, by assaulting or intimidating a flight crew member or flight attendant of the aircraft, interferes with the performance of the duties of the member or attendant or lessens the ability of the member or attendant to perform those duties.” The statute provides for up to 20 years imprisonment, and further provides for imprisonment for any term of years or life if a dangerous weapon is used. Interference with a flight crew member or attendant is a general intent crime, and does not require a specific intent either to intimidate the flight crew member or attendant or to interfere with the performance of his or her duties.” [1]

Although this incident with Baldwin took place while the aircraft was on the ground, at the gate, the statute still applies. In this case, it has been argued publically that the flight attendant overreacted and that the penalty was too severe for the “crime” Baldwin was accused of. I disagree.

Flight attendants, in general, have a gauge by which we determine a passenger’s level of cooperation. If, while at the gate or on the ground, a passenger is unwilling to comply with a request or direct order from a crew member there, chances are pretty strong that they’d be as unwilling to comply at 35,000 feet, when things are more critical, and access to assistance from law enforcement is minimal, at best.

The fact that Baldwin continues to belittle the flight attendant and minimize his infraction on Twitter and on Saturday Night Live, thus stirring up public resentment toward flight attendants in general is unconscionable. Baldwin is no expert authority on air safety rules and regulations.

So why does the public continue to entertain his tirade? Because in today’s world, we have elevated celebrities to a level that somehow equates to leaders or experts or gurus. We look up to them…people who should be respected, admired and their opinions should carry more weight than the average “Joe.” They have become the equivalent of royalty and we treat them as such. We give them a pass on most everything, from drug abuse and infidelity to even more insidious and serious crimes.

This issue is far from over. The more conditioned the public becomes in disrespecting the direction of flight attendants on board aircraft, the less able we flight attendants will be able to maintain order during flight.

I believe it is time for the FAA and the airlines in general, to step up and clarify to the public the necessity to heed the authority of flight crews while flying. I applaud American Airlines’ decision to publicy defend and uphold the crew members who were involved in this case, and to rebuke and reject Baldwin’s behavior. But most of the time, airline companies more often than not become apologetic and simply reward bad behavior by accomodating the offending party with another flight, upgrades or additional mileage in their accounts. I’ve seen it happen. Thus the public gets the notion that if they act up when they don’t get their way, their perception is that they will get rewarded. This sort of compensation for their lack of cooperation must end.

Until then, there will continue to be more and more public incidents of celebrities and non-celebrities alike being removed from flights for disruptive behavior and the media will continue to make a spectacle of it all. It’s not acceptable, and the public should be outraged at the actor, not the safety professional trying to do their job!

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[1] United States Attorney’s Manual, U.S. Code, Title 49, Section 9-63.110, http://1.usa.gov/sP1XMk, revised August 1999.

In the past several weeks, there have been significant major announcements made by airline executives regarding the future of the passenger experience onboard aircraft worldwide. These announcements represent some noteworthy improvements in terms of comfort and amenities that will soon be available in the coming years, and mark a small but vital paradigm shift.

For years, the U. S. airline business model has lagged behind international airlines, in large part due to those foreign carriers’ access to their government subsidies that the free market U.S. businesses have limited access to.  As reflective of the latest downturn in the U. S. economy, and still reeling from the devastating effects of the 9/11 attacks in 2001, the U. S. airline business model has produced billions of dollars in losses, several high-profile bankruptcy reorganizations, and the loss of several airline companies altogether.  Add to that massive increases in jet fuel that have made profit margins razor thin, if anything at all, thus preventing these companies from reinvesting in their own product offerings.

After the mergers of US Airways to America West, Delta to Northwest and United to Continental, it appears that a moderate but fragile turnaround is beginning to take shape and modest profit margins have begun to give these airlines the reinvestment capital needed to make vital upgrades in their products.

Shortly after the Delta-Northwest combination, the new Delta began installing WiFi services on its entire fleet. Right after Southwest combined with AirTran, they too announced plans to offer WiFi services on selected flights within their fleet. Both Continental and United had announced the acquisition of brand new aircraft orders for both the Boeing 787 Dreamliner and the Airbus AWB-350 wide-body planes, equipped with all the latest in-flight entertainment systems, as well as newly re-designed seating and overhead bins. These orders have now been combined to represent the single largest new aircraft order for an American carrier, allowing the new United to virtually upgrade its entire wide-body fleet within 10 years. And just last week, United announced the implementation of Internet access worldwide through a new collaboration with Panasonic that will give UAL an unprecedented WiFi and streaming video entertainment system in its fleet that will be accessible worldwide.[1]

While these improvements are encouraging, the foreign carriers are not sitting idly by.  A similar arrangement with Panasonic was just announced by Emirates.   Combined with such amenities as luxury first class suites, butler services and private quarters for those who can afford them, it may never be practical for any U. S. airline to follow suit.

With more and more demands being lodged by the airlines’ most loyal customers, executives are beginning to take note and base future business forecasts on the gamble that upgrading their amenities in the near future will help solidify their positions as the most recognized airline brands in the world.

From live TV to video conferencing calls to something as basic as power outlets to help keep electronic devices charged on long flights, the future comfort factors among frequent airline passengers isn’t too far off.

Currently, Delta Airlines offers in-flight WiFi service on its entire fleet via the Gogo Inflight Internet service for a nominal fee.  Other carriers which offer this airplane-to-ground uplink include Virgin America, Alaska, Frontier and U.S. Airways.  United Airlines offers this service on its “P.S.” branded transcontinental flights between New York City and San Francisco or Los Angeles.

As mentioned earlier, United recently entered into a mutual collaboration with Panasonic Avionics Corporation to equip its entire fleet with a “Ku-band” air-to-satellite ultra-high-speed internet and streaming service that will allow its passengers some exciting new options during flight, including streaming video and “voice over IP” (VoIP) services.  Since this technology doesn’t rely on ground relay technology, United customers will be able to utilize this new service from anywhere in the world UAL flies, including long-haul transoceanic flights, without interruption.  United expects to have the refit completed by 2015.[2]

As the decade marches forward, travelers can look forward to the airlines fighting harder for your travel dollar by upgrading other aspects of their business models, including upgraded club facilities, express lanes at airport security checkpoints and continued redesign and upgraded airline seats.

As long as the airline sector continues to improve, the future of airline travel is beginning to brighten a bit.

[1] CNN Travel, Out of the Office, “Wi-Fi coming to international flights,” Brett Snyder, November 14, 2011: http://bit.ly/sCcYTb

[2] United Airlines (United.com), Press Releases, “United Continental Holdings Selects Panasonic To Install Wi-Fi,” November 4, 2011: http://bit.ly/ucIJBM

Avoid forcing the TSA to be the Grinch that stole YOUR Christmas!

© MGM/UA for Theodor S. Geisel (Dr. Seuss)

As sure as the holiday season is upon us, someone is always ready, willing and able to ruin things for the rest of us!

Last week, a Continental Airlines passenger, bound for Cleveland, was arrested at Los Angeles International Airport and charged with possession of and transporting marijuana with the intent to resell it.[1]  What made this incident a bit more relevant than most was HOW the Transportation Security Administration discovered the more than 120 pounds of cannabis that was seized…

It turns out that Derik Dwayne Neely, 32, of Flint, Michigan, had concealed the parcels of pot within two Christmas-wrapped boxes inside his checked bags.  Since the TSA officers who were scanning the luggage couldn’t make out what was inside the gift-wrapped boxes, by protocol, they were removed and unwrapped.

The holidays are important to the vast majority of us Americans, whether it is for Hanukkah, Kwanza, or Christmas.  It’s perfectly fine to take off for your family’s, friends’ or favorite vacation destination fully prepared for gift exchanges…but if you are going to fly to get there, the TSA warns: DON’T WRAP THE GIFTS!

To begin with, try to remember that there are certain things which cannot be transported on commercial aircraft simply because they may fall into the category of “dangerous goods.”  Flammable liquids, gases and solids are a no-no.  Any type of explosive or explosive material is forbidden.  And believe it or not, if your holiday goodies require refrigeration, do not assume it’s okay to wrap it in dry ice without notifying the airlines and filling out the necessary forms required by law, no matter how much you pack in your carry-on or checked luggage!  (By the way, PLEASE don’t pack perishables in either your carry-ons or your check baggage using regular ice—you may end up causing an unexpected spectacle at the airport if the ice begins leaking out of your bag, especially in an overhead bin at 30,000 feet!).

Oh, and those of you Paula Deens, Rachel Rays and Gordon Ramseys out there: listen up!  You may make the very best homemade gravy, cranberry sauce or strawberry jam, but according to the TSA, if it’s more than 3.4 ounces and not placed in the required singular quart-sized Ziploc™-style baggy when going through the screening checkpoint, they will be required to confiscate it!

The TSA has guidelines spelled out for all travelers regarding the transport of Christmas Gifts and food items on flights during the holidays.[2] You can find a complete run down of the do’s and don’ts on their website.  The TSA advises that pies and cakes are allowed through the screening checkpoints, but are subject to additional screening procedures.  Gifts purchased at the airports inside the secured checkpoints have already been pre-screened and should require additional scrutiny by TSA, but remember they have the authority to question and/or screen any item being brought aboard an airplane.

© Theodor S. Geisel (Dr. Seuss)

If you just personally feel that Santa must deliver to your loved ones at your destination, have the good folks at FedEx or UPS act as your sleigh this year.  It’ll save you time, stress and especially delays or embarrassment at the airport.

Let the “reindeer games” commence!

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[1] LA Weekly, Blogs, “Christmas Marijuana Seized at LAX: TSA is The Grinch,” Dennis Romero, Nov. 11, 2011:  http://bit.ly/t2OB7e

[2] Transportation Security Administration, For Travelers, “Traveling with Food or Gifts: How to Pack Food and Gift Items”  http://1.usa.gov/sqf6KQ