Thanks for you input and view.
I apologize to all who interrupted my comment as meaning all flight
attendants are idiots. That is not what I meant. What I meant was,
some passengers do think we are idiots. That we are there to serve them
food, drinks, and accept the dirty diaper they have just taken off their
screaming child.
It's been my experience that the authorities can be contacted without
the knowledge of the passenger. So, while trying to defuse the
situation in the cabin, the cockpit crew can be contacting the
authorities. There DOES NOT and SHOULD NOT be any threats of arrest to
the passenger.
It's actually a simple procedure.
If an irate passenger is a "paying" customer and jeopardizes the SAFETY
of the flight, do want that customer back again?
However, Brian, I do agree that with knowledge added into you equation.
With good customer service + knowledge = a safe flight.
-----Original Message-----
From: AIRJET V [mailto:AirJet_at_att.net]
Sent: Friday, September 25, 1998 11:01 PM
To: crm-devel_at_db.erau.edu
Subject: Sky-Rage -- Here we go again....!!!!!
Kim--
I agreed with everything you said until you got to the cell-phone.
There is
no
confusion about the FAA vs the FCC, but as you pointed out, the lack of
understanding behind the SOP of turning down the lights on TO&L
is similar to F/As demanding a pax turn off their cell phones while on a
gate-hold for 3 hours because it might interfere with navigation. There
is
a total lack of understanding behind certain procedures and that makes
pax
angry, especially in a scenario just like this.
Now this part:
>"flight attendants, are complete idiots and can be bullied.
> It all starts with training then moves on to a continuation of
awareness
> and then to teamwork. Get the captain to call the tower to get
patched
> through to the local Federal Air Marshall Office. Press this issue,
get
> these people arrested, and then see it through. Make examples of
these
> irate passengers and raise public awareness. Show them that the
flight
> attendants are here for their safety-not to be their punching bags.
As
> long as we, as crew members, continue to let this occur them it will."
Not all flight attendants are idiots first off;-> Secondly you took
an approach as a crew member that will lead to serious violence. Given
enough, a
passenger in "rage" will not necessarily care if they get arrested.
Furthermore,
if they are going to get arrested -- they (the pax) might as well make
it a
very
worthwhile arrest, that is if the plane lands safely. In other words,
if you
are
going to get arrested for talking back to a flight attendant why not go
for
the gusto.
Rage makes people do interesting things.
I do not feel we need to make examples of the customers, passengers,
bullies,
or whatever
you want to call them. They are paying customers, if handled properly
crew
members should
be able to access a situation before it becomes a situation, and that is
NOT
by making
threats to an already agitated pax, it is by knowing how to diffuse a
situation through
proper training. I know this is an art, and not all employees will
understand
how to do
it, or even care.
It all gets back to a basic premise..... Outstanding customer service =
airline safety....!!!
DON'T GIVE THE PASSENGER A REASON TO BECOME ENRAGED.
Think about it;->
Thanks, Brian.........
P.S. I am not sure that everyone understands why the lights are turned
down on TO&L.
Elliott, Kim wrote:
>
> Unfortunately this is true. Not enough safety inspectors. The
airlines
> should take some of the responsibility for the added pressure to these
> inspectors. By this, I mean the airlines need to stand behind the
> training they give to the flight attendants and monitor the way this
> training is used. Example: I was on an American Airlines flight last
> summer to LAX and did NOT get a safety briefing until the aircraft was
> at or about 10K feet. There is simply NO EXCUSE for that.
> By the same token, in training they learn to turn the lights "down"
> without being given the reason for doing it. I once ask a flight
> attendant why they turned the lights in the cabin off during the day
> when the sun is shinning bright. Her response was "because that's
what
> they taught me in training".
> On another flight, I was on an A/C that had a gate delay. My cellular
> phone rang. The lead flight attendant approached me to inform me "it
is
> an FAA regulation that you cannot use that(mine) phone" I ask all of
> you----are we now confusing the FAA with the FCC?
> And we wonder why passengers are getting out of hand? I'm not
> commending their conduct by any means.
> If flight attendants are uninformed and pass on information that is
not
> correct, then the public begins to think that they,
> the flight attendants, are complete idiots and can be bullied.
> It all starts with training then moves on to a continuation of
awareness
> and then to teamwork. Get the captain to call the tower to get
patched
> through to the local Federal Air Marshall Office. Press this issue,
get
> these people arrested, and then see it through. Make examples of
these
> irate passengers and raise public awareness. Show them that the
flight
> attendants are here for their safety-not to be their punching bags.
As
> long as we, as crew members, continue to let this occur them it will.
> I'll get off my soap box, now!! :)
>
> Regards,
> Kim
>
> -----Original Message-----
> From: meismsp [mailto:meismsp_at_gateway.net]
> Sent: Wednesday, September 23, 1998 10:16 PM
> To: crm-devel_at_db.erau.edu
> Subject: Re: Outstanding customer service = airline safety.
>
> Am I correct in understanding the FAA, by doubling the number of
> existing
> cabin inspectors, will bring this total to 30???? This number seems
to
> be
> a fraction of the number truely required to carry out the tasks
required
> of
> the inspectors.
>
> The press release states each inspector will focus on the FAA's cabin
> safety initiatives including passenger interference with crews (a
topic
> of
> great importance lately), carry-on baggage, seat belt discipline,
> turbulence related injuries, and child restraint systems. It goes on
to
> say each inspector will heighten focus on flight attendant
> training,...exit
> row seating programs, crew coordination, etc. In addition, each will
be
> a
> part of the team transitioning new aircraft into service and will
> continue
> to ensure established procedures comply with company policy, Federal
> Regulations, good safety practices, and aircraft manuals. Whew. These
> people are going to be very, very busy.
>
> As if that weren't enough, the part I find hard to believe is the
> statement
> "...these cabin safety inspectors have been fully trained on carrier
> procedures...of each individual carrier." I don't see how it is
> possible
> for 30 inspectors to be fully trained on the emergency procedure of
> every
> carrier. Even if it is only the major airlines of the US, I don't
feel
> 30
> inspectors is enough to accomplish the stated goals and duties.
>
> Shane Meisner
> ----------
> > From: Mark Peacox <ib_at_mindless.com>
> > To: crm-devel_at_db.erau.edu
> > Subject: Re: Outstanding customer service = airline safety.
> > Date: Thursday, September 17, 1998 11:02 AM
> >
> >
> > > From: Riddely_at_aol.com
> > > To: crm-devel_at_db.erau.edu
> > > Subject: Fwd: Outstanding customer service = airline safety.
> > > Date: Thursday, September 17, 1998 5:24 AM
> >
> > Here's an interesting and timely development:
> >
> > FOR IMMEDIATE RELEASE
> > APA 110-98
> > September 17, 1998
> > Contact: Kathryn B. Creedy
> > Phone: 202-267-8521
> >
> > FAA Doubles Cabin Safety Inspection Staff
> >
> > WASHINGTON- The Federal Aviation Administration (FAA) has
> > doubled the number of cabin safety inspectors, assigning one for
> > the first time to each of the major carriers in the United States.
> > This action is part of the agency's Safer Skies safety agenda and
> > specifically targets important cabin safety issues.
> >
> > Two years ago, cabin safety inspectors numbered approximately
> > 15. Today, the FAA is in the process of continued hiring to more
> > than double the number of inspectors. This allows increased
> > focus on the FAA's cabin safety initiatives including passenger
> > interference with crews, carry-on baggage issues, ensuring seat
> > belt discipline to prevent turbulence-related injuries, and the use
of
>
> > child restraint systems.
> >
> > Keeping with the changes of the recently announced Air
> > Transportation Oversight System, these cabin safety inspectors
> > have been fully trained on carrier procedures to better enforce
> > compliance with not only the federal aviation regulations, but also
> > the safety procedures and systems of each individual carrier.
> >
> > The inspectors will heighten focus on flight attendant training and
> > procedures, including emergency evacuations, inflight fires,
> > passenger injuries and illness, exit row seating programs, ground
> > emergency procedures, and crew coordination. They also will be
> > an integral part of the team transitioning new aircraft into service
> > with air carriers. They will continue to ensure that the procedures
> > established for these aircraft are consistent with good safety
> > practices, and comply with federal aviation regulations and the
> > aircraft manuals.
> >
> > Requirements for these inspectors include three years of flight
> > attendant experience plus one year of experience as an
> > emergency procedures instructor.
> >
> > # # #
> >
> > An electronic version of this news release is available via
> > the World Wide Web at: www.faa.gov
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