FlyerTalk Forums - View Single Post - Same plane, same seat, two experiences
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Old Nov 24, 2009 | 12:35 pm
  #17  
amc48c
 
Join Date: Oct 2007
Posts: 41
I think lot depends on the general manner and demeanor of the FAs.

The same thing can be said in different ways and with different eye contact, poise and tone. The better FAs do create a sense of personal attention and concern though they may not do that much differently. A smile and positive tone doesn't cost AC or the FAs anything and it is greatly appreciated. AC needs a culture of excellence in this regard - consistency, consistency, consistency.

As a common J passenger on international but more in Economy on Domestic it surprises me that the FAs serving Economy seem to take on an entirely different approach that appears to forget that the entities in the seats before them are actually human beings who have paid several hundred dollars to fly with AC. Without the passengers the airline dies, but they are too often treated as a mass that has to be simply managed. Flyers with BA and some of the Asian airlines will know that you can create a sense of personal attention and helpfulness in Economy.

Instead of adding more charges - genuinely helpful staff to all passengers is actually a very sensible direction for AC.
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