What Can We Do?
 

The frontline employees of CO to make your travel more enjoyable? I read so much griping about CO - that I'd like to do something right, whenever I have you on a flight.


[This message has been edited by PradaFA (edited 01-26-2003).]

I'm quite happy with 95 % of the CO people I
meet face to face.

Tell you management that elites are always complaining
that CO.online is down, broken,
would not let us book an itinerary it found.

Ask also to remove seat 1A from the ERJ-
with 1+2 seating and increase the legroom
for elites on the A seats, 2A through 8A.

Most complaints I have with CO are due to
management, not poor staff.

When boarding, organize the scrum of pax so
as to let elites preboard without having to
push our way to the front and query other
pax, 'are you elite/first class or are you
just waiting in my way ?'.


[This message has been edited by squid (edited 01-26-2003).]

[This message has been edited by squid (edited 01-26-2003).]

Squid
Sorry I wasn't clear. Meant to ask what FAs could do to make things more enjoyable

We have nothing to do with boarding, as we are already on the plane.

PradaFA:

Thank you very much for asking.

Like squid says, if you see gripes about CO it RARELY is about front line employees (although this past week there was a complaint about a surly FA on a EWR-FLL flight).

I think you and your co-workers are doing your best. Your ability to service us is limited by what CO (catering) provides.

In the 1980 I dated an FA for DL who worked JFK-France (she spoke fluent French). Her very well know saying was:

FAs are here to save your a#$, not kiss it.

Safe travels.

I find CO FA's to be generally pretty good. In fact, I wrote my first email to CO about a great FA (Shirley, DEN-EWR).

That said, I think you guys underestimate how distracting and annoying some of the discussions in the front galley can be. It's particularly annoying (I'm not sure exactly why) when FAs are complaining about work. Passengers don't feel comfortable asking you guys to be quiet.

Again, I'm generally happy with CO in-flight, but you asked. http://www.flyertalk.com/forum/smile.gif

PradaFA,
I must say that on my 100+ flights on CO in the last 2 1/2 years I haven't had any complaints about the FA.

You & your compatriots do a terrific job. Never had a bad experience on board. Everyone has always gone above and beyond.

My only complaint <wink> is that there is no way to contact you and shake your hand to thank you in person. You fly out of EWR?

They say that admission of a problem is the first step.

Perhaps the next time you see someone squeezed into a seat that no human should be allowed to endure for three hours, grumbling about how Platinum elite travelers are treated by the stupid airline, you whisper to him that you empathize with him – say something like “I’m sorry for the idiots I have to work for and how shortsighted they are”. Maybe give him or her a complimentary drink – if you have to pay for it yourself, just post that you did it here and we’ll reimburse you.

Maybe you can print up pins to wear or little cards to give out that say “I know our passengers are not the problem – they pay our salaries.”

Maybe you and your colleagues can make an effort to be pleasant to the passengers on your next flight as it is preparing to board – instead of forming a “crew circle clique” in the boarding area and ignoring us as the plane is being readied. I remember how much I appreciated the handshakes and personal introductions the FA’s attempted about a year ago…it lasted like a month I think.

Things like that would go a long way.

Not sure how possible this is, but it'd be great if meal choices were awarded to the people with the highest elite status first and to those without any status last.

Most flights I've been on show the elite status of 1st class passengers on their manifest ...but very few flight attendants do anything with that info.

The only other "wish list" item for flight attendants is to please, please, please encourage passengers to report broken seats (or broken entertainment systems) and do your best to document/report the problem so it can be fixed. I've been on many flights, not all CO, where the flight attendants didn't do anything with a bad seat. I hate sitting in a bad seat, and I hate sitting in a bad seat where the flight attendant doesn't make any note to report the problem.

For people of *most* body types, three hours in a coach seat is no physiological problem. . . .


PradaFA - thank you for opening this discussion. I don't think anyone would fault you for not answering the more obnoxious posts.

Taken from the CO forum's latest expert in obnoxious posts and insulting, cowardly private e-mails.

Feel free to ride the extended range RJs coast to coast if you like, I and my firm's travel dollars will be on another carrier.

And try to get your insults to graduate at least to high school level. The last "fat" joke I heard in junior high left the last person who said it bloody. He learned what the ratio of bone and muscle in a healthy American male could be used for. Maybe read the NY Times or Newsweek or something - it'd do wonders for you.

And there's no need to e-mail me additional insults. The ones you've sent me and others are quite sufficent, thanks. I won't be replying to them.


[This message has been edited by NJDavid (edited 01-26-2003).]

PradaFA -

I have to say that very rarely are CO front line employees the problem. It's the people who don't interact with the public everyday who seem to cause the most problem. A regular dose of reality would be helpful for those on Smith St.

That being said, I do have one request. Since it appears that I'll be spending more time behind the curtain next year, who you please brief your fellow crewmembers to NOT put their crew bags above row 5? It seems that the FA's working in first have a terrible habit of doing so. When I'm unlucky enough to be in steerage, but lucky enough to score a bulkhead seat, the overhead is usually filled with black bags with yellow tags. thanks!

I really think PradaFA was looking for constructive ideas, not for a "your airline really su**s and you should be ashamed" response.
I, for one, appreciate her efforts.


------------------
Friends don't let friends fly RJ's
I am not real smart, but I can lift heavy things.

I've been happy with the service of most Continental flight attendants.

The only thing I would have to mention is cabin lighting. I prefer (especially on evening flights), when the cabin lighting is dimmed and only used when necessary.

It also seems to make the pax quieter and get settled faster, versus being blinded by the light when trying to nap.

Thanks for asking...

Weatherboy - CO policy on taking FC meal order is front to back. So most FAs tend to follow the rule. I know this must be an issue, because in our montly inflight memo's its quite frequently brought up. The company tends to stress this point that we follow the rule. My suggestion is, that you keep writing/calling CO an address this issue. Maybe if they get enough complaints, they'll change the rule

Duxfan - Crew stowage is an issue.I believe that was the designated area for the lead position (on a 737), since they sit up front. I'm not exactly sure, because I stow mine in the locking overhead bin. But I can see how it would upset you if the entire crew stowed luggage there, leaving you with little/to no space. I know I've personally moved crew bags to the locking overhead bins, to accomodate passengers.

I am EWR based

PradaFA,

Thank you for opening this post. I think some of the ideas make good sense like greeting the passengers and not putting the crew bags over the bulkhead seats. I don't think serving meals by elite status would win many friends among the Full Fare passengers that don't have status. Reporting broken equipment is fantastic.

I think this has mostly been on NW, but it may have happen on CO some, but I think serving the pre-flight drink in first is something that should be a high priority. I have been on several flights where it was not done.

Mainly as in any service industry just to realize and show that you realize that the customer is what pays your salary and treat them with that realization, even when they don't deserve it.

Consistancy. Get on 1st flight, offered pre-flight bev and jacket taken care of as soon as seated. Get on connecting flight, no pre-flight bev, jacket laying on lap until door is closed. Connecting flight boarding no more/no less hectic than 1st flight, catering is gone (so not in the way).

The deal on the connecting flight was that was a discussion among the flight attendants in the F galley during boarding of who was wearing what on the Golden Globe awards...


------------------
Not sure where I'm going, but I'm getting there fast.

Cheers to Prada FA for even asking the question. I would second what most people seem to be saying. I've never had a problem with FAs, just Gate Agents and Ticket Agents. The only thing that really burns me up is rudeness. Some people don't follow the rules, granted, but some people just don't know and I have an overwhelming empathy for FAs and their difficult jobs. Just being nice is probably good enough (especially having had to deal with CO GAs and TAs.

Dear PradaFA,

First of all, Prada is awesome, I love it! http://www.flyertalk.com/forum/smile.gif

I think CO FA's are fine. I never really had a bad experience per se on a CO flight (in temrs of dealing with a FA). Your FAs are usually quite fine, there are only two recommendations that I may make:

1) Consistency. Just as it has been noted above, in one of the previous posts, consistency is important and is lacking at CO (more so behind the lines that in the front lines). Consistency in pre-departure beverage, coat hanging, passenger greeting is important. Just keep doing the great job you are doing on every flight.
2) Do not leave us (the passengers) unattended in FC right after the after-dinner drink was offered. I have experienced it on so many flights, the flight attendands become practically invisible after the dinner service. Please do keep walking down the aisled checking up on us, asking if we want anything else. It DOES make a difference. I am not only talking about transatlantic routes, where FAs are notorious for dissapearing from BF cabin after the post dinner beverage service, I am also talking about domestic flights. Contstant presence in the FC cabin does make a huge difference, we appreciate it.

These two were the only real concerns that I could have listed with CO FAs. Oh, yeah, changing wine glasses would be nice periodically.... I have witnessed FAs not changing wine glasses after rounds, is it because they dont have enough glasses? I find it hard to believe (I believe there are plenty of wine glasses in those carts).

The real issue with CO is the reservation line people for me. Incompetent, loud, attitude driven, ignorant and indifferent strangers that give CO a bad name. But thats a different issue... (oh yeah, I have made a decision tonight, after reviewing everything that has been going on at CO lately, I am switching to NW now, my lowly Gold self will be flying with them now).

If cattle prods were issued as part of an airline employee's uniform, they might be able to control the crowd that gathers around the gate even before the boarding process is announced.

Announcements are made that First Class, Elites, those in exit rows will board first, then the main cabin from the rear of the aircraft forward.

The gate staff can really do nothing more than ask for everyone's cooperation. As you're well-aware, however, no one listens to the announcements being made over the PA.

Well, excuuuse me!!! I'm 6'1" and 240 lbs, so I guess I'm not *most* body types! But 3 hours in a 31" CO coach seat IS a major physiological problem...and 16 hrs. of EWR-HKG IS Hell on Earth!!!



------------------
Think of how stupid the "average person" is, then consider that half of them are dumber than that! -George Carlin

There's not a lot more the frontline employees can do, there are few complaints from us self loading freight.

The problem's management. CO needs to re-invent the "Go Forward Plan". Gordo's out giving talks tellin' everyone that back in '95 after he took over CO was #1, when he ought to be concerned with the recent DOT statistics. In the January report CO was dead last for consumer complaints and has consistantly been in the bottom half for on-time (last 3 months reported)

Try flying on a CO flight from Newark or Houston to Panama, and you'll see some nasty flight attendants. Their command of Spanish is poor and I have heard some rude comments in English from some FAs about the passangers. These flights continue on to either Quito or Guayaquil, Ecuador from Panama so most PAX are either Panamanians or Ecuadorians.

Every time I fly down to Panama, to see my folks, I cringe at the service. Due to my Silver Elite status I get upgraded (that will end in Feb, since I decided not to flight CO last year at all, and this year just for an emergency due to no one else having seats). The comments I hear in the front of the plane from FAs (in English) about PAX will have some of you wished you didn't work for this airline.

[This message has been edited by benchy (edited 01-27-2003).]

Having flown on various airlines across the Atlantic -- there is one observation that really "sticks out" comparing CO to others.

Be it Air France, Virgin, Lufthansa or SAS the flight staff are stationed throughout the aircraft (boarding time and deplaning)
offering a friendly welcome and smiles ---
The same upon landing ---

CO inflight staff is usually (except for 1 at the door) gathered in the galley talking or busying themselves (even eating) while the aircraft is boarding.

On a recent HKG flight there was no sense of welcoming the passenger at all --- just another flight -- yet for most passengers this is a trip to look forward to -- a real adventure.

One final observation --- on the "super" long distance flights (HKG or NRT) the FAs
are putting in a lot of hours in a very short time span --- 3 back to backs and they are done for the month! Well after the 2nd back to back they are tired! The 3rd trip and they are worn out --- and all sense of spirit "enthusiasm" is gone --- and fatigue has set in.

I realize they want to get it over with --- but most airlines would not allow that bundling of flights --- in fact KLM FAs could not believe that the CO FAs are allowed to do some many back to back trips --- they do 1 HKG RT and they must be off for 1 week.

Lets address this consistency issue. I can only speak for myself, but I always *try* to get pre departures out. Before I do pre departs - I have to count the meals, make sure I have all my specials & supplies. Believe it or not, this actually takes some time, because catering is very creative & crams things in every nook & cranny. I need to do this ASAP, because if we are missing something, I need to let the pilots know, so they can contact GAs, who contact catering. This prevents taking a delay for catering. On a good flight, this task has already been accomplished (or almost complete) by the time people start boarding. If not I have to finish that first, before I start taking pre departs. I rarely skip them, unless catering is truly late & they don't finish until we are almost pushing back. Hanging coats is another thing. This responsibility falls on the lead. Its nice when FC preboards, because you can get out in the aisle, before the mad rush of people. If this doesn't happen, its often difficult to get in the aisle, because you end up holding up the flow of traffic. So I'll wait until everything slows down, then I'll take your jackets.

My question to you guys - when you aren't being served pre departs, do you notice if the FA is busy doing something related to work, or are they just goofing off? How often are they not being served?

I usually work FC and I am always walking the aisle, esp on transcons. Sometimes I feel like I could be annoying, but I hate just sitting on the j/s not doing anything. I rarely leave the FC cabin for extended periods of time, because I hate leaving the passengers unattended. If I'm not walking the aisle, I'm on the inward j/s so all the passegers can see me. So if they do need me, they can easily get my attention. If a FA is working FC, I feel that they should stay up front (even after all the meal service), and not hang out for in the back galley.

Wine glasses - we are instructed to use the same glass. Unless it gets grimy, or they change wines. Its basically common sense on this one. You can tell when a glass needs to be changed. If we run out, I usually let the pax know & offer to give them the plastic wine glasses (if we have them.)

I'm glad to hear that your experiences with CO inflight haven't been that brutal. But your input is very helpful & I'll remeber it on my next flights. Thanks guys!

While I know an FA's job is not to police the flight, FAs are often the only people that the most annoying pax listen to. If you can hear someone's music through their headphones while walking down the aisle (or god forbid, hear a person not using headphones), loud children with inconsiderate parents, people talking way too loudly, a sleeping person snoring loudly, please tell them to keep it down. I was on 64 CO flights last year and not once I did see an FA talk to a rude pax unless asked to do so by another pax.

Yes, I do politely ask these people to do what they are doing more quietly - maybe 25% respond, 50% may be less annoying for ~30 min, and 25% try to pick fights or respond in an otherwise nasty manner (making the flight even more dreadful). I think pax respond to FAs much, much better than they do to other pax.

I'm not asking you to play the role of a schoolmarm, but if you see someone doing something that would annoy you were you sitting in the vicinity for the next four hours, please, please, please say something to them. 95% of my "bad" flights have been due to rude pax as opposed to rude FAs.

Also, as I am very petite, corpulent pax seem to feel that they have a right to encroach on my space. If you see this happening and know that there is an empty seat with more coach-sized seatmates, your mentioning this to me (or anyone in my situation) would make a world of difference. I would bombard CO with glowing letters.

Thanks for asking!

Actually, the FC FA on CO1140 from DFW-EWR, did personal introductions and thanked us at the end of the flight.

- HF

One of the best things that I saw and FA do on a flight was on a redeye from LAS-EWR about 6 years ago. She made a big annoucement, "Ladies and Gentlemen, good evening, we are flying from Las Vegas to Newark where we will be arriving very early in the morning. Since many passengers choose to sleep during this time, I would ask that all passengers seated in window seats or who have access to the windows to please reach their hand over and lower the shade. This will prevent the sun, which will break into the plane about 90 minutes before landing, from waking up any passengers needing extra sleep. Thank you".

I thought this was awesome! I also think everyone complied! I have also seen this before start of the movies for better viewing (especially on those whitewashed LCD's on 757s).

I think this is HUGE, but not just on redeyes, on any flight over 90 minutes that takes place during the daytime. There are many times that I want to sleep, but someone has the shades open on the window and the sun is blaring in on my face. If the FA's asked everyone early in the flight to keep their shades closed as a courtesy to all pasengers who wish to sleep or watch the movie, I think that would fantastic.

Now, if someone wants the shade open, so be it, but at least most of them will be closed and at least now a passenger will realize that if there is no reason to have to shade open, then they should be proactive to close it.

(This also goes for overhead lights). I can't stand when someone on a Transtlantic falls asleep with is light on, it kills the whole cabin darkness thing. If the FA's could be proactive turning off overhead lights (if possible without disturbing passenger) when the passenger has fallen asleep that would be great. Also, reminding passengers (individually or over the PA) who are not reading or using the light for a purpose to keep them off to keep cabin light to a minimum.

To me that would be a fanatastic boost would be to monitor shades and overhead lights.


- HobokenFlyer

PradaFA,

It sounds like your are doing a great job! I wish you would be on one of my flights

I normally fly out of PHX to IAH or EWR on CO... however as I mentioned before, I am now switching all my routing to NW (enough of CO Phone Rep rudeness and non-sense), so the only CO flight I have left is the one in a couple of weeks from PHX to IAH and back... wish you were there http://www.flyertalk.com/forum/smile.gif

RJ - seat 1A. Since this, and 3 b/c are the ONLY seats that can even be considered halway comfortable at all (and that's a stretch), and since CO's flying RJs more and more, please, please let the passenger in 1A sto his carry ons in the closet up front if at all possible, since there's no overhead or under seat space at all for any size article that can't fit in the magazine rack. 1A is the best seat in the RJ house, unless you have any carry ons at all. A COEX FA offering to sto in the closet goes a long way for me.

2) Verify the special meal offers as soon as the applicable passenger boards just in case there might be a shot to get catering flagged down if it's not right.

3) Just recognize that CO's management is doing lots of stuff that seems to be angering its Elit flyers, so be nice to us.

4) Recognize that on many, many of CO's flights, there are many people paying thousands of dollars to be there. Treat us accordingly, and in many cases we could have flown another carrier - possibly cheaper - but didn't. Every once in a while go to the Net and price fares for flights you're about to work, just to get a little indication of what the folks on the flight are paying.

5) Be fluent in the proper operations of the video system.

6) I for one appreciate the "thanks for flying with us" or similar such goodbye that we sometimes get up fron from the assigned FA. Keep it up.

7) After the meal service, try not to congregate in or around the galley for hours on end and never show your face again until descent.

8) We'll try to remember that most FA's are not the problem. Try to remember that most passengers aren't either.

9) Recognize the Gordon and the rest of CO management ARE NOT YOUR FRIENDS! Be skeptical about the weekly voice mails, etc. Most (but not all IMO) of what Gordo tells you about how great CO is from all its competitors is bunk. CO is NOT the best airline in the history of humanity. All in all, not bad, but not nearly what Gordon would have you believe.

10) Crack an occasional harmless joke on the PA. We'll appreciate it.

Having said all this, I rarely have a real problem with CO's FAs. I think, they, like us, are being slowly but surely scr* http://www.flyertalk.com/forum/thumbsup.gif%ed by the company as well.

asnovici - I'm sorry to see you go. I've never dealt with a res agent - but they must be pretty bad if they are forcing you to switch carriers. Well I hope your last flight on CO is pleasant. Maybe we'll see you back in the future. BTW Phoenix is my absolute favorite city & layover. I'm planning a vacation there in the near future http://www.flyertalk.com/forum/smile.gif

iah-plat - I can't help you with your problems with Express, because a totally different operation. But your other suggestions were noted

"9) Recognize the Gordon and the rest of CO management ARE NOT YOUR FRIENDS! Be skeptical about the weekly voice mails, etc. Most (but not all IMO) of what Gordo tells you about how great CO is from all its competitors is bunk. CO is NOT the best airline in the history of humanity. All in all, not bad, but not nearly what Gordon would have you believe."

Yea, that would be great. A weekly voice mail telling all emmployees how below average they are and that they work for a mediocre airline. What a motivator! Your personal opinion of Gordon notwithstanding, a good leader never lets an opportunity to praise employees, their work or the company they work for go by. Gordon is pretty free with his praise for all of CALs employees and I don't think they are empty words. Prada is exhibiting just the kind of go get 'em spirit that is valued by Gordon and the management team. As to inflight experiences, I would echo the sentiment about hiding out in the galley during the flight--please don't.



[This message has been edited by Houston_TX1234 (edited 01-27-2003).]

What am I? Chopped Liver? My suggestion not worth noting? http://www.flyertalk.com/forum/smile.gif

- HF

I have absolutely NO problem with not getting a drink if the flight's delayed, but I've had occasions where I've sat in FC for 20-30 minutes prior to push-back while the crew gabs in the front galley (usually griping about work) rather than taking coats and serving drinks. THAT is annoying. :-)

It's not just the folks from steerage crowding the gates. Normally the GA calls for people with children and those needing extra time or assistance in boarding, then the FC/elite pax. Last week in BUF I was standing back a bit as I saw at least 3 families traveling with infants ranging in age from a couple months to a year or so, and wanted to give them plenty of room. The GA calls for them, and immediately what appears to be the ENTIRE first class cabin jumps up and heads for the gate. I reluctantly got in line at the end, and these poor families were boarding with the rest of coach when their rows were called.... sometimes the FC cabin thinks they're the only ones on board...

Thank you for asking Prada.

Chatting in the galley (especially on transcons and int'l) is my only real complaint.

If you ever run into CO management, thank them for turning around your airline so that you even have a job. From what I have heard, CO could cut many more FA's without any problem but has not since immediately following 9/11 (unlike almost EVERY OTHER network carrier who has had multiple cuts). I would guess that they would have to make a cut sooner or later, but it seems that they dont want to unless they absolutely have to and that is admirable. Also...I wouldnt listen to all these guys who want to trash CO mgt. Remember that a significant percentage of these posters on FT don't think you deserve to fly non-rev and if they were your boss would have taken that benefit from you long ago.


A completely unneeded low blow by Randy's favorite FTer??? A bit harsh I would say. I nearly fell out of my chair b/c you didnt find a way to insult CO in the post! Congrats NJ. JeremyZ, nevermind David's antics. You have posted more original, well thought out messages in the past month than David has in the past year.

Ever tried using an eye shade? Works just fine for me!

Yes I have, but I don't like them usually. I have a big head (I know I am setting myself up!) and the strap digs into my head and it starts to hurt after awhile.

- HF

Hoboken -
didn't mean to neglect you. I usually turn down the lights on night flights - can't stand an illuminated cabin. But I've never thought to ask pax to lower the window shade - unless a movie is playing. But I'll remeber that next time I'm doing a red eye (I usually try to avoid those at all cost)

I must also have a big head, because eye mask are so uncomfortable. They need to be really tight around your head, in order to prevent any light from coming in or slipping off.

Oh, has the Earth been overrun by dwarves?!?! I must have missed the memo.

http://www.flyertalk.com/forum/biggrin.gif

Okay - that was funny. But, seriously, a 31" pitch on CO = 31" pitch on DL or NW or UA. If there was any real physical risk from the plane seat on a three hour flight, we'd have thousands of lawsuits against all the airlines.

I was responding to someone's idea that "no human should be allowed to endure [a CO coach seat] for three hours." Point is, that airline coach seats may be small, but certainly w/in the physical tolerances of the vast majority of travelers. However, if there's the rare exception that can't fit in the coach seat without damaging himself, it may be wise to consider another form of transport that doesn't have a 31" pitch.