Same plane, same seat, two experiences
Nov 24, 2009 | 9:47 am
#16
Join Date: Nov 2005
Location: Winnipeg
Posts: 271
I'd like to think that based on my interactions with AC people, this union mentality doesn't hold true for the vast majority of them. From a pax perspective I'm not sure that AC sans union would be much different. Let's be fair - AC Management has made some pretty boneheaded moves in past. (And arguably, even recently with the quickly-reversed Preferred Seats issue.)
Wrong side of the bed - well, that's always going to happen in any organization. I seem to recall having a few of those days myself. Professionals try hard not to let that interfere with the day's tasks but it can be hard sometiems.
The ownership / pride / commitment thing though should be addressable. And the best outfits have done just that. I took a cooking class the other day and everyone there from the receptionist to the chef to the assistants to the guy manning the cash register in the retail store knew their stuff, were invariably polite and helpful and made my 3 hours there a very pleasant experience. And that's exactly what it was like when I was taking another class there a few years back. Completely different people, completely different course and a new lineup of cooking products to boot but the service and experience were just as pleasureable.
It can be done.
Wrong side of the bed - well, that's always going to happen in any organization. I seem to recall having a few of those days myself. Professionals try hard not to let that interfere with the day's tasks but it can be hard sometiems.
The ownership / pride / commitment thing though should be addressable. And the best outfits have done just that. I took a cooking class the other day and everyone there from the receptionist to the chef to the assistants to the guy manning the cash register in the retail store knew their stuff, were invariably polite and helpful and made my 3 hours there a very pleasant experience. And that's exactly what it was like when I was taking another class there a few years back. Completely different people, completely different course and a new lineup of cooking products to boot but the service and experience were just as pleasureable.
It can be done.
Nov 24, 2009 | 12:35 pm
#17
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.
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.
Nov 24, 2009 | 2:13 pm
#18
Join Date: May 2006
Posts: 1,132
Same flight (YXU-YYZ commuter, Monday morning), same seat, two different weeks
FA on flight 1: (smiling) no sir, I don't need to see your bp; you clearly know what you are doing.
FA on flight 2: (glare and self-righteous tone): Sir, you cannot board the plane without your boarding pass. I need to know where you are seated.
Little things make all the difference.
Consistency: would be good.
Surly assertion that there is consistency when clearly there isn't: bad.
FA on flight 1: (smiling) no sir, I don't need to see your bp; you clearly know what you are doing.
FA on flight 2: (glare and self-righteous tone): Sir, you cannot board the plane without your boarding pass. I need to know where you are seated.
Little things make all the difference.
Consistency: would be good.
Surly assertion that there is consistency when clearly there isn't: bad.
Nov 24, 2009 | 2:31 pm
#19
In Memoriam
Join Date: Dec 2007
Location: Toronto - YYZ
Programs: Aeroplan/Hilton Gold/Marriott Bonvoy Titanium/Accor/Hyatt Gold Passport
Posts: 5,899
As a flight attendant, I can tell you that it's important for the FA to see the boarding passes as sometimes there are more than one flight going out to the same destination at adjacent gates or within mere minutes of one another (while one may be the non stop and the other being a one stop flight). So viewing the boarding pass is really to double check the flight number and destination and not so much for the seat. It has happened more than once when the FA at the main cabin door hasn't checked the boarding passes and the count is wrong, because someone got on the wrong plane. I also greet people coming on the aircraft with a smile and friendly greeting and gently ask for the boarding pass if not already presented to me!
!! From my perspective, it's my first opportunity to initiate both status (SE/E/*G) and name recognition with customers that I'm about to spend 10 hours with - also discussed in previous posts. It might also interest you to know that the "asking for boarding card issue" is a current topic on our in-house blog, all in the name of consistency.
Last edited by ACYYZ/SD; Nov 24, 2009 at 2:36 pm
Nov 24, 2009 | 3:02 pm
#20
Join Date: Nov 2006
Location: YEG
Programs: AC SE100K
Posts: 698
This very issue has been discussed in previous posts. As identified above, customers somehow manage to get on the wrong flight from time to time. Not every individual like the majority of you on FT are seasoned travelers - many need guidance and directions to their seats. It would surprise you to know how often customers are in search of Row 1 !! From my perspective, it's my first opportunity to initiate both status (SE/E/*G) and name recognition with customers that I'm about to spend 10 hours with - also discussed in previous posts. It might also interest you to know that the "asking for boarding card issue" is a current topic on our in-house blog, all in the name of consistency.
!! From my perspective, it's my first opportunity to initiate both status (SE/E/*G) and name recognition with customers that I'm about to spend 10 hours with - also discussed in previous posts. It might also interest you to know that the "asking for boarding card issue" is a current topic on our in-house blog, all in the name of consistency.I was actually on a plane once to YYZ and a woman had boarded thinking she was going to YUL! I have no idea how they got passed the gate, but, the FA caught it checking the boarding pass.
Nov 24, 2009 | 3:26 pm
#21
Original Poster
Join Date: Oct 2009
Location: YYJ
Programs: 50K
Posts: 307
As a flight attendant, I can tell you that it's important for the FA to see the boarding passes as sometimes there are more than one flight going out to the same destination at adjacent gates or within mere minutes of one another (while one may be the non stop and the other being a one stop flight). So viewing the boarding pass is really to double check the flight number and destination and not so much for the seat. It has happened more than once when the FA at the main cabin door hasn't checked the boarding passes and the count is wrong, because someone got on the wrong plane. I also greet people coming on the aircraft with a smile and friendly greeting and gently ask for the boarding pass if not already presented to me!
Last edited by scapaflow; Nov 24, 2009 at 3:28 pm Reason: spelling :)
Nov 24, 2009 | 4:07 pm
#22
Join Date: Feb 2007
Location: YXU/BOS
Programs: AC SEMM
Posts: 953
This very issue has been discussed in previous posts. As identified above, customers somehow manage to get on the wrong flight from time to time. Not every individual like the majority of you on FT are seasoned travelers - many need guidance and directions to their seats. It would surprise you to know how often customers are in search of Row 1 !! From my perspective, it's my first opportunity to initiate both status (SE/E/*G) and name recognition with customers that I'm about to spend 10 hours with - also discussed in previous posts. It might also interest you to know that the "asking for boarding card issue" is a current topic on our in-house blog, all in the name of consistency.
!! From my perspective, it's my first opportunity to initiate both status (SE/E/*G) and name recognition with customers that I'm about to spend 10 hours with - also discussed in previous posts. It might also interest you to know that the "asking for boarding card issue" is a current topic on our in-house blog, all in the name of consistency.By the way, this is the 6 am flight to YYZ- the terminal is dead quiet, no AC departures for a good half hour (maybe more)
Nov 24, 2009 | 6:51 pm
#23
Join Date: Mar 2008
Posts: 468
which would have been resolved if all gate agents consistently scan the barcode (which contains flight info) and just typing in the seat number or seq. number.