Alaska Airlines Passengers Now Called “Guests”
May 11, 20, 10:25 pm
#1
Original Poster
Join Date: Sep 2013
Posts: 8
Alaska Airlines Passengers Now Called “Guests”
I went on line to Alaska’s web site today to check on how Alaska is addressing the pandemic as it pertains to the COVID-19 pandemic. I never noticed it before, but Alaska is now referring to paying passengers as “guests” on its aircraft. Prior to that we were passengers and customers.
I don’t know if designating passengers as guests is intended to make us feel better about flying during the pandemic, or make us feel appreciate more by Alaska, or if legally there is a distinction between a “passenger” and a “guest” that somehow limits Alaska’s liability should a guest - but not a passenger according to Alaska - have some sort of issue related to COVID-19.
It just seems odd to me. When I get on a flight I typically don’t feel like a guest, but someone who is paying for a seat to get between two points. I am skeptical because even though airlines are legally required to give passengers a full refund without a fee should a flight be cancelled, many airlines are coercing passengers to take a voucher for a future flight in lieu of a refund. Some airlines intentionally have been misleading customers about their rights.
I don’t know if designating passengers as guests is intended to make us feel better about flying during the pandemic, or make us feel appreciate more by Alaska, or if legally there is a distinction between a “passenger” and a “guest” that somehow limits Alaska’s liability should a guest - but not a passenger according to Alaska - have some sort of issue related to COVID-19.
It just seems odd to me. When I get on a flight I typically don’t feel like a guest, but someone who is paying for a seat to get between two points. I am skeptical because even though airlines are legally required to give passengers a full refund without a fee should a flight be cancelled, many airlines are coercing passengers to take a voucher for a future flight in lieu of a refund. Some airlines intentionally have been misleading customers about their rights.
May 11, 20, 11:19 pm
#3
FlyerTalk Evangelist
Join Date: Aug 2007
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It’s not new. Alaska took the wording over when they took over VX:
https://www.prnewswire.com/news-rele...300310249.html
It also predates COVID when used by Alaska:
https://newsroom.alaskaair.com/2019-...llBeforeYouFly
Note the date for the press release (2019).
https://www.prnewswire.com/news-rele...300310249.html
Virgin America is thanking its loyal guests by offering Elevate® frequent flyer members 999 bonus points when they register at www.virginamerica.com/party-favor-points ,* and by launching one of the airline's biggest network-wide fare sales of the year with fares from $39.** Tickets are available now at www.virginamerica.comand 1.877.FLY.VIRGIN (1.877.359.8474)****and must be purchased by 11:59pm on Wednesday, August 10.
"As the only airline headquartered in San Francisco – the innovation capital of the world, Virgin America's mission from day one has been to raise the bar at 35,000 feet," said Virgin America President and CEO David Cush. "Inspired by the Bay Area community and our flyers, our Teammates have helped reinvent air travel – not only by delivering brilliant guest service, but by leveraging the best in design, technology and entertainment to make flying fun again. Along the way, they've shaken up the entire airline industry for the better. We are a product of the Bay Area – and as we celebrate our ninth anniversary, we are incredibly thankful to the local flyers, partners and community leaders who believed that an airline could change how people fly."
"As the only airline headquartered in San Francisco – the innovation capital of the world, Virgin America's mission from day one has been to raise the bar at 35,000 feet," said Virgin America President and CEO David Cush. "Inspired by the Bay Area community and our flyers, our Teammates have helped reinvent air travel – not only by delivering brilliant guest service, but by leveraging the best in design, technology and entertainment to make flying fun again. Along the way, they've shaken up the entire airline industry for the better. We are a product of the Bay Area – and as we celebrate our ninth anniversary, we are incredibly thankful to the local flyers, partners and community leaders who believed that an airline could change how people fly."
https://newsroom.alaskaair.com/2019-...llBeforeYouFly
Note the date for the press release (2019).
May 11, 20, 11:55 pm
#4
Join Date: Jan 2001
Posts: 2,772
The word "guest" suggests a higher level of hospitality, and often is a cue or reminder for employees (the hosts) to deliver better service. That said, it's probably a bit overdone. Disney was maybe the first to use the term, dating back to when they opened Disneyland in the 1950's (former cast member).
May 12, 20, 12:12 am
#5
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May 12, 20, 12:38 am
#6
Join Date: Sep 2011
Location: SFO
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Posts: 3,217
Lots of previous use. Guest Pass for family/friends standby travel, for example:
https://www.alaskaair.com/content/tr...uest-pass-faq?
https://www.alaskaair.com/content/tr...uest-pass-faq?
May 12, 20, 12:40 am
#7
Join Date: Jun 2019
Programs: AS MVP, HH Silver
Posts: 14
The word "guest" suggests a higher level of hospitality, and often is a cue or reminder for employees (the hosts) to deliver better service. That said, it's probably a bit overdone. Disney was maybe the first to use the term, dating back to when they opened Disneyland in the 1950's (former cast member).
May 12, 20, 2:49 am
#9
Join Date: Jan 2010
Location: Anchorage, AK
Programs: CO - Onepass Gold Elite--> UA - MileagePlus Gold Premier--> Silver --> AS - MileagePlan MVPGOLD!
Posts: 733
This is not even remotely new.
It helps to avoid the "cattle" sensation.
Similar to how Continental preferred to put a business spin on things.
In the end, it makes no difference. Just another policy dreamed up by a bunch of people that sit at desks and argue about trivial policies!
It helps to avoid the "cattle" sensation.
Similar to how Continental preferred to put a business spin on things.
In the end, it makes no difference. Just another policy dreamed up by a bunch of people that sit at desks and argue about trivial policies!
May 12, 20, 9:25 am
#11
Join Date: Jun 2003
Location: Seattle WA
Programs: AS 100K, Marriott LT Platinum
Posts: 1,827
The word "guest" suggests a higher level of hospitality, and often is a cue or reminder for employees (the hosts) to deliver better service. That said, it's probably a bit overdone. Disney was maybe the first to use the term, dating back to when they opened Disneyland in the 1950's (former cast member).
(Side note: Who still has dinner parties in 2020? And even if some affluent older people do, how many of Alaska's employees do??)
I don't get the sense that the term took hold among employees at AS the way it may have at Disney and Target.
The above notwithstanding, AS employees do still manage to provide generally very high and personal levels of service. They probably would do exactly the same if management used the more accurate term passenger.
May 12, 20, 9:46 am
#12
Join Date: Jan 2001
Posts: 2,772
It's hard to argue with AAG's superior customer service culture, and the huge challenge they successfully undertook in the acquisition of Virgin. Two very different cultures were merged, despite a lot of expected grumbling. Whether they call us guests or flatulent sheep, they understand the importance of maintaining that competitive advantage.
May 12, 20, 10:12 am
#13
Join Date: Sep 2008
Location: AUS
Programs: BAEC Gold, AA PPro, Hyatt Globalist, Amex Plat
Posts: 6,628
I went on line to Alaska’s web site today to check on how Alaska is addressing the pandemic as it pertains to the COVID-19 pandemic. I never noticed it before, but Alaska is now referring to paying passengers as “guests” on its aircraft. Prior to that we were passengers and customers.
I don’t know if designating passengers as guests is intended to make us feel better about flying during the pandemic, or make us feel appreciate more by Alaska, or if legally there is a distinction between a “passenger” and a “guest” that somehow limits Alaska’s liability should a guest - but not a passenger according to Alaska - have some sort of issue related to COVID-19.
It just seems odd to me. When I get on a flight I typically don’t feel like a guest, but someone who is paying for a seat to get between two points. I am skeptical because even though airlines are legally required to give passengers a full refund without a fee should a flight be cancelled, many airlines are coercing passengers to take a voucher for a future flight in lieu of a refund. Some airlines intentionally have been misleading customers about their rights.
I don’t know if designating passengers as guests is intended to make us feel better about flying during the pandemic, or make us feel appreciate more by Alaska, or if legally there is a distinction between a “passenger” and a “guest” that somehow limits Alaska’s liability should a guest - but not a passenger according to Alaska - have some sort of issue related to COVID-19.
It just seems odd to me. When I get on a flight I typically don’t feel like a guest, but someone who is paying for a seat to get between two points. I am skeptical because even though airlines are legally required to give passengers a full refund without a fee should a flight be cancelled, many airlines are coercing passengers to take a voucher for a future flight in lieu of a refund. Some airlines intentionally have been misleading customers about their rights.
Regards
May 12, 20, 10:25 am
#14
FlyerTalk Evangelist
Join Date: Jul 1999
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The accounting department realized how much money the company could save by replacing "passenger" with "guest." It is kind of like taking the olives off of the salad. The storage space required with, in the aggregate, dozens, if not hundreds of bytes of storage saved could mean we are able to enjoy a beverage selection again approximately .000005 seconds sooner than we otherwise would. This is not to mention the health and safety of passengers with this change. If every FA saves two syllables each time s/he utters the word, that is two syllables less of potentially virus containing mist spewing inside the cabin.
Last edited by Eastbay1K; May 12, 20 at 10:41 am
May 12, 20, 10:34 am
#15
Join Date: Mar 2016
Location: LAX
Programs: AS MVPG, IHG Diamond Elite
Posts: 1,434
Agree - I don't think AS could get away with skirting their own policies or legal responsibilities by simply calling passengers "guests" instead, nor do I think they're the type of airline to do that type of trickery anyhow.
