On another thread, during a discussion about airport security lines, some stories were related about what a particular frequent flier liked to see from his/her pilots.

I fly for a smaller airline and do what I can for my passengers. I'd like to learn more and would love to hear your stories of some great actions by pilots that you have witnessed or experienced.

I think we can all agree that airline travel is for the most part mediocre and at times just horrible, but what is it that I can do to make that experience better, even if its just on the plane?

And no, I can't turn on Channel 9...

Thanks!

Checko

Quit cutting in front of us at the WTMD.








Kidding!

Seriously, first thing off the top of my head would be timely PA announcements during irregular operations.

I enjoy a pre-take off announcement that outlines the route we are taking including altitude and speed.

I also like PA annoucements during irregular operations. On my last flight from PHL to MCO, the pilot got on the PA and explained that we were 20+ in line for takeoff and allowed folks to use their cell phones and such while waiting on the taxiway. Things like that can go a long way in minimizing passenger frustration.

As other posters stated, good communication is probably the best thing a pilot can provide. It can be a pretty helpless feeling being strapped into your seat in the back of a big metal tube....

I'd agree that irrops is one great example of when communication can make a big difference. I would add bad weather in-flight as another example. I was on a flight a while back - getting ready to head off to the lav with about an hour left in the flight when suddenly the seatbelt sign went on and we started to rock and roll. Pilot gets on and says we were expecting this turbulence, and it's going to be pretty bad the rest of the way, so stay in your seats. Nice.

If you know turbulence is coming, please give folks the opportunity to get to the lav before it starts....

^

An honest explanation makes bad situations tolerable; it conveys the idea that the crew "cares" about the passengers. A lack of communication can make a mildly annoying situation intolerable.

Seconded!

There's a pilot on UA ("Captain Denny") who has become rather famous among UA frequent fliers. He will come out to the gate and use the boarding PA to introduce himself, tell us what plane we'll be flying on and what the expected weather in route will be. Then, during boarding, he stands outside the cockpit with the FAs and personally welcomes everyone on board (and he flies 757s). For the frequent fliers, he gives the FAs his signed business cards to pass out, as well as little "plane info" cards that UA has available that give interesting information about the different planes in the fleet. When we disembark, he's at the cockpit door again thanking everyone for flying with UA. I've been on his flights twice and have never seen a pilot so customer focused. He's a legend around here (he even came to an FT event sponsored by UA).

Things I don't like: using the seatbelt light as a passenger control device. If you're going to turn it on, it should be because we're landing or expect turbulence, not because it's time for the FAs to do a beverage service. I always fly with my seatbelt buckled and, though I'm a frequent flier, I still get uncomfortable in moderate to severe turbulence. If I see that light come on, with no explanation from the cockpit, I sit there stewing about what might be ahead.

If there's going to be heavy weather ahead, I like to know two things: what the ride will be like (if it's going to be real bad, I'll order a couple of extra vodkas), and how long it is expected to last. Don't say "a few bumps" if it's sustained moderate turbulence or worse, though "a few bumps" is fine for moderate chop. The kind of announcement I like is: "Air traffic control has notified us that there is some weather up ahead due to the thunderstorms to the south of us. We're going to go around them but the unstable air means it might get pretty bumpy for about 10 minutes or so. If you have to use the bathroom or want to get a beverage, now would be a good time to do it because I'm going to put the seatbelt light on in a few minutes and also ask the cabin crew to stow the carts and take their seats." That gives me a good idea of (1) what's happening, (2) how bad it will be, and (3) how long it will last. The announcements I hate come 10 seconds after we hit moderate CAT that say, "Flight attendants take your seats," with no more information. I get mental images of the pilot and co-pilot valiantly fighting the controls in a desperate effort to keep the plane in the air, even though I know you're just checking with ATC to see if there's a better altitude.

If an "event" happens, please tell us as soon as you've ascertained that everything is okay. I once was on a flight that hit some kind of weird roller or mountain wave -- it sounded like an explosion and we jerked up and down over a matter of seconds. It was disconcerting, to say the least, but the pilot immediately came on with a calm-voiced explanation. I've had engine re-starts, aborted takeoffs, missed landings, none of which are particularly serious, but it's always nice to hear from a calm pilot with an explanation.

If you see something interesting, share it with us. I don't care how often I've flown, I get a kick out of seeing Mr. Shasta or the Grand Canyon or the aurora borealis or a flight of military jets from the air.

Every time I fly KLM I LOVE the fact that the seat belt sign is not on unnecessarily. Major kudos to them!^ It goes off at 10,000 feet when taking off and stay off unless there is turbulence. That's a GREAT thing that the pilots do. I always wear my seat belt when seated; having access to the bathroom is what's important. I don't like it when pilots wait to get to 39,000 ft and then some to let us go to the bathroom, or when they have it on just in case someone has to go to the bathroom.

OP: please be "gentle" with the seat belt sign.

On a CX flight, the pilots announced that the seat belt sign would be turned on __ minutes in the future for landing, so that people who want to use the lavatory should do so now.

Lets us know before hand if your eating the chicken or fish

I like to know about landmarks we're flying near, either before or during the flight. I had a pilot point out something in the mountains of California once (a large waterfall, I think). When I flew from ZRH back to DFW the pilot told us we'd be taking a more northerly route near Iceland and over Greenland. I knew to look out the window and was able to take pictures of icebergs from 35,000.

On the flip side I like the challenge of figuring things out on my own.

On a TWA SLC-STL flight, the mad dog pilot came on the PA to tell detailed information about fuel load, fuel burn rate, fuel burned per pax for the route (not something that would be done now ...), expected times/areas of chop during the flight, altitude, speed, etc.

Because you can't enable Channel 9, it's so important that delays are communicated to us. Many of them occur on taxi out, as was pointed out; but some occur on landing, when, say, your gate is blocked, or the taxiway to the gate is blocked. The most frustrating aspect is a cockpit crew which chats amiably among itself and forgets that there are 30, 50 or 70 pax behind them getting very nervous about onward connections, local transit options, etc.

I really hate when I am sitting waiting for boarding to finish and the overhead lights on my side of the aisle go off and the ones on the other side are on. Also I hate if it is roasting hot or freezing cold. Why does that stuff happen, anyway?

I am guessing that you know it is too hot, or cold or the lights on one side are off and you probably aren't doing it as a joke. So just let us know that you know and why it is and when it will get better.

+1 , please be gentle with the cellphone rule. If we can turn them on after we land, we should be able to keep them on while we are taxiing . I am not saying if there's a 2 minute delay, but if we are #60 for takeoff (LGA, it has happened!) , relax the rule.

I say more info the better, and I also agree with the prudent use of the seatbelt sign.