Don
(P.S.) I don't make this stuff up, My Dad is a retired Airline Captain of
32 years, My brother is also a Captain, and My Mom is a ex-FA ( I'm at the
training end of the industry). Their stories of passenger interactions
would curl your toes! If you're from the industry, I'm afraid you have an
entirely different view on these issues.
At 11:10 AM 9/16/98 -0800, you wrote:
>
>Dennis--
>
>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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Donald Anders Talleur
Assistant Chief Flight Instructor/
Assistant Aviation Education Specialist
Institute of Aviation
Pilot Training/ Aviation Research Lab
217-244-8687 or 217 244-8666
Confidence comes not from always being right but from not fearing to be
wrong. (Peter T. McIntyre)