**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

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.

We Americans love to root for the underdog. I suppose it’s because the whole concept of the American Way and the American Dream started out as a small group of underdogs fighting against the status quo of what was then Mother England, and for all intents and purposes, the odds were against the rebel-rousers.

We are fascinated with stories of the ‘anti-hero:’ Bonnie and Clyde, Butch Cassidy and the Sundance Kid, Thelma and Louise. I don’t know why that is, but it’s a fact of our culture today. Unfortunately, while we tend to glorify these folks in our minds, we forget the problems they either have caused, or had the potential to cause and that is what frustrates me the most.

Last summer, a flight attendant was at the end of their proverbial rope. He was unhappy with everything and everybody. No one around him knew how very fragile his breaking point was. During the course of his final flight, Steven Slater had allegedly been aggravated by a female passenger’s attitude and remarks made to him during the boarding process in Pittsburg regarding her carry-on bag. As the flight pulled away from the gate and the crew began their safety briefing, Slater allegedly threw down his demo oxygen mask and demo life vest, conveying an air of irritation to the passengers around him. Then during the beverage service, he simply stopped his service midway through the cabin and retired to the aft section of the plane. Passengers had later reported that Slater looked unkempt and unprofessional in his appearance and attitude.

Shortly after landing, but still taxiing to the gate, this same female passenger apparently got up from her seat to retrieve her bag, while the plane was still in motion. Mr. Slater got up to notify her that she had to return to her seat until the plane came to a stop. According to eye witnesses however, he had already had previous issues with this passenger at boarding and they commenced into a verbal altercation. He claims she smacked his head with the overhead bin door and that was what finally set him off. The rest is history.[1]

For days and weeks following that incident, there was a lot of talk (mostly adoration) for a guy who was so fed up with people, the system and the rules he was bound by, they he just snapped and let loose. The infamous resignation of dropping F-bombs over the PA system, grabbing some beer and deploying the emergency slide to exit the plane originally got him three felony charges, including reckless endangerment.

Courtesy Anthony Lanzilote - NY Daily News

Earlier this week, Slater stood before a NY Supreme Court Judge and received one year probation and, according to one reported, got a ‘standing ovation’ from the Judge and the gallery of the courtroom. The story goes on to quote him as saying, “I’ve been a divisive character in the airline industry but 95% of the crews are behind me.”[2]

Well Mr. Slater that is where we vehemently disagree.

I have discussed at length with my co-workers the incident that took place that day, and while most everyone agrees that they might secretly like to do the same thing were they as fed up and under as much duress as he, very few people admire or support his actions. From our perspective, not only was what he did irresponsible and “over-the-top” it was also quite potentially dangerous – not necessarily for him, but for the ramp and ground workers servicing the aircraft underneath it!

As an aside, emergency slides/rafts that are attached to an aircraft door are required by FAA regulations to be fullyoperational and usable within 6 seconds of the door actuating the deployment.[3] Unfortunately that is not nearly enough time for someone underneath on to react in time to move fully out of its way.

I am reminded of a customer service friend of mine who actually had a slide inadvertently deploy right on top of him while he was in the jetway of a recently arrived aircraft. When the door opened with the slide still engaged on the door, the force of that slide deployment was so great that it threw him up against the jetway ramp access door and injured him quite severely. He lost many months of work because of this incident. Would we in society be as gleeful and supportive of Slater had he injured or worse yet killed someone because he decided to give his passengers, his employers and the world the middle finger?

As I said, my colleagues and I did not support his choice to vacate the plane in that fashion in the least. And many of us feel that the reaction by the judge and courtroom the other day, as well as the adoration and apparent support he has gotten then and now from the media completely sends the wrong message. We may feel bad for him, perhaps empathetic to his frustrations at the time. And we are certainly glad that he successfully completed his required mental health and substance abuse programs.

But a “working class hero” he isn’t.

_____________________________

[1] ABC News: U.S. Section, “Angry JetBlue Flight Attendant Flees Plane at JFK Airport via Emergency Slide,” Scott Mayerowitz, August 9, 2010: http://abcn.ws/nws6i6

[2] NY Daily News, National Section, “Steven Slater, ex-JetBlue flight attendant, gets one year of probation after finishing treatment,” Thomas Zambito, October 19, 2011: http://nydn.us/qB1dY1

[3] Air & Space Smithsonian Magazine, Flight Today, “How Things Work: Evacuation Slides,” Mark Huber, November 1, 2007: http://bit.ly/nwIpZ6

Ok, what **IS** in the water these days!?  In the air?  In people’s daydreams?

A couple of weeks ago, I wrote about two high profile cases involving celebrities misbehaving on airplanes.  Now it seems that the general public is trying to get into the act…

This morning, it was reported that a passenger on a Delta Air Lines flight from SLC to LAS threatened to slit another passenger’s throat with a knife over an argument regarding the armrest.  When other passengers noticed that the culprit reached into his bag several times, and removed something as it was cupped in his hands, the flight attendants were notified and the SLC Police moved in, removed him from the flight, and after a search of the contents of his bag, discovered a 3 1/2 inch folding knife.  He then proceeded to threaten the FBI agent who had joined the investigation![1]

Last week, on a flight from Majorca to Newcastle, UK, a 26-year old passenger suddenly felt the urge to attempt at opening one of the emergency exits at 36,000 feet, causing the emergency lights to come on, flight attendants to begin shouting their emergency commands and creating a panic among the passengers aboard.  He had to be restrained with eight seat belt extensions before they diverted the flight to London’s Gatwick Airport.[2]

And, of course, there were several tense situations on September 11, 2011, with suspicious incidents being reported at several airports, including the removal of three passengers in handcuffs from a Frontier Airlines flight from San Diego to Detroit (a flight that was met by fighter jets and escorted until they landed safely) and the remaining 116 passengers being detained and questioned by the FBI.[3]

These are just the incidents that actually made the news.  I have heard from several colleagues that they were involved in other cases where passenger misbehavior or suspicious activity was reported, and authorities called to the airplane for further investigation.

As with my earlier entry about other crazy stunts being pulled on flights, it should come as no surprise that in-flight crews, pilots and customer service agents are still on “high-alert” as it were, from the recent 9/11 anniversary.  Still, whether or not that is relevant, the fact still remains that some people still don’t understand that a “higher standard” of behavior is still expected when traveling by air.  Most crews can discern between rudeness and suspicious, but for the most part, they cannot afford to take chances in allowing any incident to develop into something bigger or more serious, especially when hurling through the atmosphere at nearly the speed of sound.

At times, the general public forgets that dissatisfaction is better communicated through letters or phone calls to the airline, rather than escalating it in the air.  There are unintended consequences that might have to be faced should a tirade from a fed up traveler evolve into a higher level of emotion.  Believe me; it doesn’t take much to move from “frustrated” to “taking justice into one’s own hands.”

In a somewhat ‘tongue-in-cheek’ blog entry, world-renowned travel critic, Peter Greenberg conveyed five sure-fire ways to get kicked off a flight, including dropping ‘F-bombs’ towards your flight attendant, to trying to assault a Presidential candidate![4]  While some of it may seem humorous, this doesn’t even scratch the surface of other surefire methods of instant removal.

Several years ago, while working as a Purser from Los Angeles to New York City, I had the misfortune of dealing with a truly strange situation.

A female passenger approached me in the forward galley to inform me that a seemingly inebriated male passenger was making unwanted advances towards her.  While she conveyed the story to me, she was very quiet, barely whispering the details to me when she told me that when she finally told him to ‘get lost,’ her retorted by bragging to her that she needn’t worry since he had a ‘bomb’ in his bag!  Definite red flag!  For certain, a ‘yellow card’ penalty of the first degree!

We immediately contact airport security.  Our General Security Manager (GSM) arrived planeside and informed us that all passengers and their belongings, including all checked bags and cargo in the belly of the plane were going to be removed and rescreened.  Two FBI agents appeared at the airplane door, and we directed them to the culprit.

As he was being questioned by the agents onboard, while being handcuffed right there in front of the remaining passengers on board, he exclaimed that he had told the woman that he had a “BONG” in his bag.  The agents weren’t buying it.  He was escorted off, along with his traveling companion, who just happened to be his boss and the CEO of the company the suspect worked for.  I wonder if he was eligible for unemployment insurance under those circumstances???

The bottom-line is that there really IS an unwritten rule regarding behavior on board airplanes.  While the general quality of the public’s set of manners continues to deteriorate, at some point the limits have to be established.  Although Congress recently enacted the Airline Passengers’ Bill-of-Rights, that is certainly not a free pass for bad behavior on a plane.

It really boils down to patience, both from the passengers and the airline personnel that deals with the public.  But should you find yourself in a showdown on words and personalities with an airline employee, be very careful.  The majority of the time, you will end up with the ‘short straw’ in that contest, and the ramifications of removal from a flight may be too high a price for you to pay.

[1] KSL-TV News, KSL.com, Utah-Local News: “Airline passenger carried knife, threatened others, police say,” Dennis Romboy, September 21, 2011,  http://bit.ly/ohOOLY

[2] FoxNews.com, Europe-World: “Passenger Tries to Open Plane Door at 36,000 feet,” NewsCore, September 15, 2011, http://fxn.ws/ndy3fU

[3] The Detroit News, DetNews.com, Metro and State: “3 Passengers hauled off Frontier flight at Metro Airport,” Calvin Men & Mark Hicks, September 12, 2011, http://bit.ly/mRAXSz

[4] PeterGreenberg.com, “5 Ways To Get Kicked Off Flights,” June 17, 2011, http://bit.ly/njLe1o

A recent report about a passenger being removed from a flight and arrested for not turning off their cell phone[1] got me to thinking this week.  Often times, I get this question from passengers wanting to know the “WHY” about phone and electronic device usage restrictions during a flight.  I dare say that many flight attendants know the basic knowledge of why, but I’ll wager that a good majority have probably not investigated this regulation much past the reply “it’s Federal law.”  It seems to me that this subject is rather vaguely reported in the media and the details of the reasons behind the regulations are often misquoted or completely misunderstood.

As a frequent traveler once tried to point out to me on this very issue, it is the Federal Communications Commission that dictates the ban of cellular device usage on-board an aircraft, not the FAA.  After referring the matter to my own airline, I was advised that the customer was right and to move on.  In my research, however, I discovered that this is only HALF TRUE!  I will address the FCC matter in a moment.

I suppose that the mystery of all of this is really centered around some of the broader language that is found in Title 14 of the Transportation Code of the United States, better known as the Federal Air Regulations or FARs.  I will try to sort these out for you in plain English here, however you can find the complete wording of all these FARs on the FAA’s website, http://www.faa.gov.

There are actually four separate FARs that address the issue of the use of “portable electronic devices” (PEDs) or “transmitting portable electronic devices” (T-PEDs): § 91.21 [Portable electronic devices], § 121.306 [Portable electronic devices], § 125.204 [Portable electronic devices], and § 135.144 [Portable electronic devices].  In all four cases, the language of these FARs is identical, with one exception in Part 91.  All four FARs state that “no person may operate or pilot in command (PIC) of an aircraft allow the operation of, any portable electronic device on any of the following U.S.-registered civil aircraft: (1) Aircraft operated by a holder of an air carrier operating certificate or an operating certificate; or (2) Any other aircraft while it it operated under IFR (Instrument Flight Rules).”

Since Part 91 concerns “General Operating and Flight Rules,” the exception mentioned earlier pertains to IFR operated flights; all the other Parts are specific to type or class of specific operations (i.e. Commercial Domestically Flagged aircraft, Regional Carriers or Aircraft rated at 20 or more passengers, but a maximum payload of 6,000 pounds).  Otherwise, the language is identical.

All four parts are also specific in its exceptions to this regulation.  There are FIVE exceptions to the prohibition of PEDs and T-PEDs, and quite frankly, this is where the broader language is located, thus making it a rule that is specific to the carriers themselves.  The first four exceptions in ALL Parts are (1) Portable voice recorders, (2) Hearing aids, (3) Heart pacemakers, and (4) Electric shavers (I personally found this exception somewhat humorous, since I have never actually witnessed a passenger using one on a flight!).

The fifth exception is what seems to cause the headaches.  It states, “Any other portable electronic device that the part 119 certificate holder has determined will not cause interference with the navigation or communication system of the aircraft on which it is to be used.“  Really?  And how does the average passenger determine this?

According to another FAA publication, known as Advisory Circular 91.21-1B[2], it is the responsibility of each individual air carrier to test their aircraft for interference using highly specialized instrumentation to determine which devices pose a safety threat to communications and navigation aboard each type of aircraft the carrier operates.  So the reality of it all is that, in order for each airline to allow or ban particular devices, they must have them tested to the aircraft configurations they operate.  And as is ALWAYS the case, the PIC has the final say on ANY device, if he/she determines that it is a safety hazard to the aircraft or the crew.  No exceptions there…

Where the confusion seems to lie with passengers (and it’s something few of us really think about) is that it is entirely possible that Airline “A” would allow the use of a particular device that Airline “B” will not.  This is tied directly to the testing that each individual airline is required to perform on their fleet.  Of course, this begs the question: “Well, if Airline “A” operates the Boeing 737-500 and they approve my Bluetooth device, why wouldn’t Airline “B” allow me to use it on their B-737-500′s.”  This boils down to logistics and consistency throughout a particular airline’s operation.

What AC 91.21-1B does state is that the individual carriers are responsible for educating its passengers on what devices may or may not be used at every stage of the flight (boarding, taxiing, at cruise, decent, etc.).  As far as I am aware, every airline has some sort of list they provide their passengers and this can usually be found on the Safety Information Card (most of the time these are vague, at best), the in-flight magazine (usually you can find the complete list of allowable devices here) or both.  And almost every airline I have flown on has this announcement in the safety briefing that flight attendants are required to perform at the beginning of every flight they work.

I also did some digging, and every major airline, along with most of the regionals and the low-cost carriers (LCCs) have a place on their corporate websites that spell these out for passengers (I will admit, however, that many of these policies online were not easily found and I had to call one airline to get “directions” to find that list.

The bottom-line on all of this is that the onus of determining what devices can be used on what planes rests with the carrier itself.  It would be safe to point out that as a passenger, if you have any reservations about whether or not it IS okay to use your device, the flight attendant is your best, fastest resource.  When in doubt: Ask!

So that’s the FAA’s reasoning for regulating PEDs and T-PEDs…so why is the FCC involved in this debate???  The answer was completely unknown to me until I researched this article, and the answer may astound you.

Turns out that most airlines quote the FCC Consumer Advisory “Using Wireless Devices on Airplanes”[3] which states, “Federal Communication Commission (FCC) rules prohibit the use of cellular phones using the 800 MHz frequency and other wireless devices on airborne aircraft.  This ban was put in place because of potential interference to wireless networks on the ground.”  Notice a subtle but important difference?

It turns out that although the FCC’s jurisdiction usually doesn’t include airline regulation, when it comes to communication on Terra Firma, the FCC is the ruler of the roost.  The FCC is the department of the US Goverment which oversees all things to do with electronic devices that transmit, receive or have the potential to interfere with communications within our boarders.  As such, you will note that on most every electronic device you own, you will usually find a seal of approval from the FCC somewhere on it, which tells anyone who wants to know that the device is safe to use and causes no threat to the communication system in the USA.

According to the FCC, there have been instances where trying to use a cell signal from the air has caused damage and service interruptions on the ground, and THAT is the main reason for its strict stance on the issue.  According to its own Advisory, “In March 2007, the FCC terminated a proceeding that it began in late 2004 to consider lifting this ban.  The FCC determined that the technical information provided by interested parties in response to the proposal was insufficient to determine whether in-flight use of wireless devices on aircraft could cause harmful interference to wireless networks on the ground.  Therefore, it decided at this time to make no changes in the rules prohibiting in-flight use of such devices.”

As flight attendants, it is our duty on every flight to inform and enforce the FARs as written in our Flight Attendant Operation Manual (FAOM).  Anything in that manual is considered by the FAA to be the rule of law when applied to the specific airline for which it was written.  Keep in mind that “sleep mode” or “airplane mode” on ANY device is not enough to satisfy the requirement to power the device off during taxi, take-off and landing.  And, as was the case of the passenger who refused to comply with those FARs, failure to do so in most cases is considered by most every airline as “interference of a flight crew” and that is punishable by arrest, fines and sometimes even jail time.  So please, just turn it off!

So there it is in black and white (with a few color photos intermingled) about the WHY regarding cellphone usage (and any other electronic device) during various stages of airline travel.  This information certainly won’t stop those on-board airplanes from ignoring the flight attendant briefing or the safety card or the in-flight magazine.  But there are indeed U.S. Federal laws and regulations from two separate agencies that are quite specific about it, and the reasons behind the rules.  I am also feign to point out that when the flight attendant requests that a device be turned off, this is not a power trip for us crew mates.  We are simply doing what we were hired to do…it’s not a difficult request, but it IS the law!

“Deltalina” photo courtesy of Delta Air Lines, Inc.

——————————————–
[1]The Hill: Transportation Blog,“Airline passenger arrested for not turning off cellphone in flight”, Keith Laing, September 6, 2011

[2]FAA.gov: Document Library: Advisory Circulars, “AC #91.21-1B”, Dated 08-25-2006.

[3]FCC.gov: Guides: FCC Consumer Facts, “Using Wireless Devices on Airplanes.”

As the world prepares for the tenth anniversary of what most American’s consider history’s most horrific act of terrorism ever, it’s no wonder that the media circus is ramping-up with pretty much every angle and facet of analysis on what went wrong, what has happened since then and what continues happen in and around the airline industry. Speculation will run rampant and so-called expert ‘talking heads’ and pundits will raise the spectre of renewed rumblings of terrorist activity against the United States and the free enterprise world of commerce, one of the founding pillars of the freedoms that we now enjoy.

Since September 11, 2011, the world of airline travel has remained a focal point of safety and security. Last year, IATA (the International Air Transport Association) reported that over TWO and a HALF BILLION people were transported via airline travel alone. [1] In that time, there have been scattered breeches of security throughout the world, mostly due to ignorance on the part of the traveling public, or the lapse of judgement among a handful of those who are charged with maintaining that barrier of defense at airports worldwide. The human element of the equation in regards to personal safety and protections against acts of terror makes it impossible for 100% accuracy.

Anti-terror tactics that have been employed over the past ten years continue to evolve and many hard-working people spend countless hours and billions of dollars in resources to keep that high-level of security at our airports and on our aircraft daily. Yet for all the ingenuity and strategies that have and continue to be engaged and developed, the traveling public seems to take these efforts in stride. The security checkpoints and airport facilities of the United States have been on a high state of alert since the weeks following 9/11, and there has been no adjustment of that alert status, up or down, from their current levels to date. As is typical of all things “human,” when something becomes routine and tolerated to the point that little changes, we tend to ignore the signs and tell ourselves that nothing is wrong. We marginalize the discomfort and sometimes even cast disdain towards those whose job it is to keep those alert levels high and enforce the rules at the slightest infraction.

As one of those safety professionals aboard our aircraft, it is my duty to maintain order and remain vigilant, even though it may seem that my primary duties are more inline with serving beverages or seeing to the comfort of my passengers. On every flight, I witness how the majority of today’s airline travelers pay little or no attention to the safety demo at the beginning of the flight. They rarely take out the Safety Information Card and perform, what we in the business like to refer to as “the silent review” — simply taking a moment to orient oneself to their relative position in the plane, determine how far from the nearest exit they are, or how the emergency exit is opened and/or operated. Yet there are those among the media who continue to denigrate and marginalize our effectiveness or our methods to stay focused on protecting the public aboard our aircraft daily.

Earlier today, The Atlantic published an article, written by a Journalism student at Northwestern University, that was highly critical of those methods and those who are charged with enforcement of protecting the cockpit door in-flight. Entitled “How to Hijack an Airplane in 3 Seconds” by Abraham Tekippe [2], the piece comes off as an alarmist rant about the in-flight crew’s inability to protect the cockpit, were the door to be opened during a flight. Citing that would-be terrorists would seat themselves in the first few rows of the aircraft in order to over-power and over-take an open cockpit door in-flight due to the pilots’ need to use lavatory facilities or be served meals from the galley, Tekippe uses two reports of passenger complaints filed with the TSA (one in 2007 and one in 2010) to make his case (he fails to reference his source material or where he gained access to these complaints). He also blames the FAA’s lack of secondary barrier requirements by the airlines to defend the cockpit door, stating that the FAA’s reluctance to mandate these barriers is due to their restrictive cost factors (he alleges that each barrier costs between $5,000-$10,000 per aircraft, yet again citing no references).

He also blames the industry for minimizing the need for such access deterrents, and states that IATA believes that secondary barriers provide no enhancement to securing the cockpit door in-flight. In my own research on this topic, however, IATA seems to be concentrating their security efforts on keeping those who would bring down aircraft in the air off the planes completely, by enhancing and improving the secure checkpoints throughout the industry. Ken Dunlap, Global Director of Security and Travel Facilitation for IATA, contends that “passengers should be screened to a degree commensurate with what is known about them. The threat has become more dynamic. It’s not just bad objects that need detecting now.” [3]

While Federal Air Marshals (FAMs) are still in play around the system (the exact number of FAMs is classified), it would be nearly impossible to employ them on every single flight that launches daily in the US alone, let alone the world. For many travelers, just knowing that the possibility that Air Marshals could be on board their flight is enough to give them just the slightest peace-of-mind. The Federal Government and the Airline Industry have a complicated task on their hands, trying to balance the appropriate level of security with over-restrictive in-flight rules and regulations that make questionable their violation of personal civil rights . Somewhere in the middle of it all, the crew must maintain vigilance on every flight they work to ensure that everyone aboard arrives at their destination with the minimum amount of physical discomfort and emotional distress as can be achieved.

There are going to be those out there that are hyper-critical of the airlines’ role in this topic. I can assure readers of this column that most airlines consider in-flight safety and security to be their most important and crucial component. My co-workers strive to maintain that goal and take their roles as safety directors on-board quite seriously. Most of us realize that the constant barrage ‘Do’s and Don’ts’ aboard a flight is exhaustive to the average traveler. And for us, we are witness to the traveling public’s ever growing apathy toward these rules and regulations. It’s pointless to argue with the crew when it comes to these FARs (Federal Air Regulations) because it’s our responsibility to inform and enforce them.

In a few weeks, the world will remember what happened in the skies above Manhattan ten years ago. The question of security in airline travel will be discussed ‘ad nauseum.’ While discussing the topic of the possibility of a future terrorist attack is inevitable on almost any news source who chooses to cover it, one wonders if it will give travelers pause enough to understand the need for compliance with FARs when traveling? Who knows…but we will all be subject to the coverage of the event, and it will be up to us to take heed of those messages…or to ignore them.

_____________________________________________
[1]Air Transport Association, Data & Analysis, “Annual Report: World Airlines,” June 29, 2011: http://tinyurl.com/3r8bvkh

[2]The Atlantic, “How to Hijack an Airplane in 3 Seconds,” Abraham Tekippe, Aug. 16, 2011: http://tinyurl.com/3bb7cd4

[3]IATA: “Security – Tunnel of Technology,” ‘Airlines International: Dec. 2010,’ http://tinyurl.com/3j9jlmx

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For Pete’s sake!  How many times do we airline folk have to tell the public about carry-on bags?  Apparently once more…

Earlier today, the Huffington Post published a blog entry from Alexandra Swafford Das[1], a 75-year old “retired artist, gilder and muralist” about a nightmare experience she encountered earlier this year while traveling on U.S. Airways.  In an over-dramatized rant, Ms. Das declares that due to the negligence of the airline, she states that this “simple trip home from visiting my children literally could have ended my life…” and that by publishing her exploits about this experience she hopes “that this will cause them [the U.S. Airline companies] to change the way they do business so no one else suffers the same indignities.”

In a nutshell, Ms. Das arrived at the airport with a piece of luggage that she intended to take aboard her flight that was obviously too heavy for her to manage.  Her fracas with the counter agent as they forced her to lift her bag onto the luggage scale caused her to collapse at the counter and be hauled off to the hospital for four days to recover, before she reattempted her voyage.

After much hassle with reservations to re-book the flight without a penalty, she returned to the airport (with the same bag, mind you) and was dismayed that the “stewardess” was unwilling to lift the bag in the overhead bin for her, exclaiming that she “was 75-years-old with a pacemaker, kidney cancer, and other medical problems.”  While the flight attendant reluctantly did finally stow the bag for her, she was informed that in the future she should bring a travel companion or ask an able-bodied passenger for assistance.  She explains that her seatmates, a couple from Australia, were appalled at “such a rude stewardess, whose job was to assist passengers, as well as other duties.”

Later on, she declares that she wrote to the airline and got nothing more than a measly apology and pretty much nothing else.

So, what went wrong here?

To begin with, let’s be very clear about the actual handling of passenger luggage: while there are a few airlines whose policy it is for both agents and flight attendants to lift and maneuver passenger luggage, the vast majority are NOT authorized to do so.  This is a very cloudy subject among the various airlines, but for the most part this subject falls outside the scope of the attendants and agents job parameters.  As such, should the employee become injured or disabled while doing so would subject them to disqualification of disability benefits.  This may sound outrageous, and to many of us airline personnel, it is.  But so long as the laws of this country remain in place as written, this is the major reason passengers find push back from agents and attendants about lifting and stowing their bags.

Again, not every airline has these policies in place (apparently those airlines choose to pay the additional costs associated with injuries related to baggage handling by agents and attendants) but again, the majority do not.  Where does that put those who may have physical limitations, as did Ms. Das?  Well, in truth, the attendant on her flight had it right: either travel with an able companion, or find an able-bodied passenger to assist.  I have never, in all my years of flying, been unable to find someone, male or female, who wasn’t willing to assist.

As a matter of record, I have assisted passengers with bags, especially my more frail and elderly guests.  I have been warned, however, that doing so would be at my own risk.  I am usually very adept at determining whether a bag is too heavy or not, and most times, they are fine.  But can you imagine if we were required to lift bags all day long, for 10-14 hours each day, how worn out we could get?

It’s like a thorn in my side when the reality of my job duties conflicts with the passengers’ expectations of what they think they should be.  It’s not my intention to be disagreeable to anyone on my flights, but there are rules, regulations and restrictions that we, as your in-flight crew, just can’t violate—to do so could jeopardize our health or our careers or both!

The simple, sure-fire measurement is if you can’t lift your bag over your head, it’s too heavy to stow in an overhead bin on the plane, so plan on checking it.  Most airlines do NOT charge to check your bag at the jetway of the plane!  So if you know it’s too heavy, ask the gate agent to check it at the door to your final destination—that way, you won’t have to hassle with it throughout the airport and can spend more time enjoying your flight, rather than jockeying for position with all the others onboard.

If you need tips on how best to pack when traveling, the folks at RealSimple have devised a simplified method to try—check it out at http://tinyurl.com/343c8uz.

I sympathize with Ms. Das–I really do.  Airline travel has become anything but exciting and glamorous these days and people in general are all in a hurry to get where they need to be…no matter how they manage to get there or who they move out of the way to do it.  All I can tell Ms. Das is that her experience is most assuredly the exception, and not the rule.  There are too many people in the airline industry that appreciate the jobs they have and they strive to make each new day better for themselves and for people like yourself.  No one is blatantly trying to cause injury or harm.  And believe me, kindness and understanding are both two-way streets, in this day and age.

The airlines carried over 2.5 billion passengers last year[2]—for all the annoyances, irritations, limitations and frustrations that people have towards the airline industry, there is still a lot they do right.  Safety and security are paramount with all my airline brothers and sisters and they continue to excel in those two things every day.

I can count on two hands the number of truly unsatisfied passengers I have had to deal with in my entire career…like I always say; people are either slightly annoyed or mildly satisfied with their travel experiences.  But that doesn’t stop the majority of us who take pride in our work every single time we step on board that airplane to do everything within our power to make each person feel that the experience was truly worth it.

We love to fly…and most of the time…it shows!

___________________________________________

[1]The Huffington Post (Online Edition), Life & Style-’HuffPost Travel,’ Aug. 8, 2011, “An Airline Travel Nightmare,” Alexandra Swafford Das: http://tinyurl.com/43pfyjz

[2]Air Transport Association, Data & Analysis, “Annual Report: World Airlines,” June 29, 2011: http://tinyurl.com/3r8bvkh

It’s funny to me how we flight attendants are perceived…

On the one hand, there is this notion that the life of a flight attendant is glamorous, glitzy and adventurous…on the other, we are looked upon as nothing more than the wait staff in the air, slinging peanuts and soft drinks.  The difference between these two pictures is vast, but the reality is found somewhere in the middle.

When I first began my service as an in-flight safety professional, we were trained on graciousness, how to serve elegant meals to first-class, international passengers; we learned how to fold linens and dress food carts and use a spoon and fork to serve rolls and other food offerings.  We were told that our most frequent flyers, these valuable individuals, made up the lion’s share of the airlines’ business so we were to do everything within our power to see to their comfort and satisfaction.

Fast forward past the terror attacks of 9/11…our lives as human beings (not only just Americans) changed dramatically, especially regarding air travel.  Suddenly, the emphasis changed and what was once essential in the name of service and comfort, took a back seat to safety, security and strict adherence to both.  And the most interesting change through all of this was that these responsibilities all fell onto the collective shoulders of the flight attendant community.

No one asked us if we’d like to take on these added duties; to most, it seemed the most logical and the most inexpensive route to take.  And sadly, many of these hard-working, talented folks took cuts in salary and benefits, while exponentially increasing their responsibilities and their roles as safety professionals.

Don’t misunderstand: the Flight Attendants role has always been about safety first…it’s a requirement of our jobs and one that we take very seriously.  We spend months in initial training learning about safety equipment and how to use it; how to deal with airplane ditching and eminent crashes; how to open emergency exits and direct people off the planes during an emergency; how to utilize life rafts and homing beacons and survival gear…it all comes with the job.  But typically, these issues are rarely ever used and I am certain that many people would avoid getting on an airplane altogether if all they ever thought about was what would happen if an emergency did arise!  Thankfully, this kind of information is more important to know and not ever use, than to have a dire need for it and not know how to execute it.  That’s why the Flight Attendant is there in the first place…someone’s got to do it!

The issue that seems to come up more often than not is the public’s view that we are JUST flight attendants…which truly comes across as “You’re just a stupid bimbo, what to YOU know?” or “It’s a flight attendant job, not brain surgery,” or a myriad of other demeaning statements and attitudes.

The "Girls" of 'Pan Am' - photo courtesy of Sony Pictures Television and ABC, ©2011

Which takes me back to the perception of the traveling public.

Most Flight Attendants are very intelligent, creative and LOVE their jobs.  Unlike a nine-to-five, 40-hour a week office job, we are in a new place everyday.  We meet new people everyday (most whom we will never meet again) and we have the privilege of assisting those people getting to those new places everyday.  Some of those people are flying for the first time; others are seasoned professionals whose lives are spent in the metal tube along side of us — perhaps even more so than most of us, simply to earn a living.

We are exposed to every conceivable aspect of human behavior imaginable, and most of us take it in stride and let it roll off our backs.  We are also exposed to bacteria, viruses and a myriad of all sorts of contaminants, yet we stay focused on making sure everyone has a seat and stays compliant with safety regulations.  Are there snarky flight attendants?  Of course there are!  There are flight attendants who hate their jobs (hard to imagine, but it’s true…there ARE some) and there are some flight attendants who are there simply because they know nothing else and would have very limited options available to them if their profession was to suddenly be dissolved.

But most of us are happy doing what we do, and do it without the need for praise or adulation.  We go about our job helping people get from Point A to Point B and MOST of the time, without incident or difficulty.  We give our time and energy to our passengers because that is what we are paid to do, and because we choose to do it, in exchange for a warm smile, a satisfied customer and the ability to see the world, all balled up into one VERY unique career experience.

I can tell you personally, from being on the receiving end of Flight Attendant service that unless you have walked a million miles in their shoes (believe me, it doesn’t take too many years of service to achieve that milestone) you can’t possibly know what life as one is truly like.  So when I read in the news or see on television or the movies how we are portrayed, I can usually tell when a flight attendant has been consulted on the issues.  Sadly, it usually turns out that they haven’t been.

Some people see travel today like it was the wild, wild west…every man (or woman or child) for himself.  It’s no wonder, with all the changes in airline policy, increasing fees and regulations and, when added to the frustrations of air traffic control delays, unpredictable weather and inevitable mechanical failures, it’s easy to see why sometimes, we Flight Attendants wear the “White Hat” and other times we don the “Black Hat.”  It’s really all in the name of trying to keep the peace in an otherwise chaotic environment.

Well, no matter which hat we are wearing at the time…someone has to be the Sheriff!

CURRENT TRAVELS
[travelmap-map height=400]

One of the better parts of my position as a purser is our annual Leadership Seminars, where we have the opportunity to catch up with colleagues and friends from all over the world.  Pursers from all over the world—London, San Francisco, Frankfurt, Tokyo, Seattle, and even Chicago, gather together to remember the good ole’ days and share our knowledge and experience with one another.  Some years, the seminars are held in local domiciles, and other years they are held in Chicago, as was the case this year.

The Purser group is an interesting dynamic of people.  I never look at them as ‘better’ than my other flight attendant friends, but these folks are definitely some of the most outspoken people I know.  As the sub-title of this blog suggests, Flight Attendants in general are a very opinionated bunch and they aren’t afraid to express themselves.  Magnify that many times over and you have the Purser group.

One of the advantages of meeting with these people on a yearly basis is that we not only have the chance to rub shoulders with our friends, but we also have the ability to share our ideas and bring up issues to the company that we sometimes feel are lost in a sea of letters, literature and forms.  When a company is as big as our airline is, you quickly realize that it takes a huge amount of effort and persuasion to get the wheels in motion with regard to change.

It gives us an occasion to vent to the company’s leaders who run various departments within the corporation—to truly let them know what is and isn’t working with regards to service, equipment and the tools we are given to do the job, along with procedure that needs fixing.  I don’t believe that change for change’s sake is usually necessary.  But it’s always great when I have the ability to speak to the people who matter, face to face, who have the power in their hands to see change happen.  And when the Purser group speaks in unison, the company tends to stand up and take notice.

For the past two days, I have enjoyed the friendship and camaraderie of people that I have worked together with and admired over the years.  It’s great to get a small feeling that we accomplished something as a collective to bring about really positive change for a company that many of us have invested our hearts and souls into.  The company honored the Purser group by throwing a nice cocktail party and mixer, and took us up to near the top of the Willis Tower (the former Sears Tower) and took our pictures on the Sky Ledge…a glass box that protrudes from the building, giving the illusion of floating over 1,300 feet in the air…don’t look down!

By no means is this group a bunch of Kool-Aid drinkers.  It’s very evident that they hold their leadership accountable for decisions that are made at the corporate level, especially those that have a direct effect on the quality of the service and support that we, in turn, give our passengers every day.  The passion that many of us feel about “upping” our game in the airline business is directly correlated to the support that these Flight Attendant leaders feel they are getting.  When we express our disappointment in not having the tools or resources needed to compete with other airlines, you can see how personal they take it.  That, to me, shows where their hearts are.

Sure, we have the clowns and the uninterested members of the group, but somehow I feel that deep inside, even they really do care and they really want what’s needed to succeed.  Every year, I hope that the decision makers are listening because this one group has a lot more power to influence the customer’s desire to return their business in the future; they have the power to excel beyond expectations, or they can completely turn away from a unified front and “do their own thing,” especially if they feel that their support system has failed them.

As I have said in the past, Flight Attendants are extremely resourceful and talented people.  They are some of the best people I know.  I am proud to be a part of this specialized group of women and men whose life’s desire is to be the very best and do so in a world class fashion.

I want to salute my friends—sisters and brothers—of the Flight Attendant community!  You guys show me each and every day that I know I made the right decision in choosing THIS career path.  I couldn’t be happier or more proud!

Thank you all!