Good point. I am a firm believer that it is the Flight Attendant that is the
catalyst to sky rage in a majority of cases. Flight Attendants, with the full
knowledge that they hold the upper hand, inadvertently escalate very simple
customer relations issues into something that can get very nasty.
While the law is on the FA's side, it may be worth the expense by the airlines
to invest in conflict resolution, and other courses that would train the FA in
the art of diffusing passenger discontent visa vie back-to-basics customer service.
Back-to-basics customer service is not just an issue with Flight Attendants,
it is everywhere. However, the conflict arises from the dual role of the FA,
one of safety and one of customer service. Unfortunately, some FAs use their
authority as a cabin crew member to scold passengers on what is clearly a
customer service issue.
Some Flight Attendants are clearly confused in their dual roles. One may look
at the FA culture and demographics to understand this concept. Additionally,
one should investigate the studies that have taken place with regard to the
flying public and the increased stress levels of air travel. While the safety
of the flight is paramount, it may be inadequate customer service skills which
lead to an "event" of significant magnitude. Will sky-rage follows the course
of road-rage?
The well trained Flight Attended understands passenger stress and anxiety, and
compensates by providing the compassion necessary to insure a conflict never arises.
Outstanding customer service = airline safety.
P.S. The above comments only address the customer service aspects of airline travel,
and are NOT intended to include intentional criminal or drug/alcohol
related
acts.
>
From: Dennis Zeuch <DZTOPS_at_aol.com>
Is"nt there a better way to solve this than beating up the passengers?
They pretty much got into this situation cause the airline made them
miserable--no smoking-no drinking - no food - no room to move or walk around
or do anything
strapped into a chair for 8-10 hours and told to sit down and shut up and dont
move or anything.
Wonder why they get irrational??? I dont.
Yes-I understand that they cant abuse the precious flight attendants-there for
safety you know/.but isnt there some way to give the poor bastards a break? i
dont think its entirely their fault.
dennis
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