Cabin Crew Views

Question

What would you do if a commercially important passenger complained that another commercially important passenger is snoring too loudly behind him?

Answer

I would listen and sympathise with the passenger , but of course you cannot awaken the snorer (just yet anyway).

Offer earplugs and empathy will do a lot to elevate the situation. maybe a drink will also help the passenger ignore the snoring. You can also suggest headphones piping in classical music (this always puts me to sleep on  a plane .

Where are they seated. Probably because they are both Commercially important they will at least be in business class. If so you could probably upgrade the complaining passenger to first class.

Aud

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Question

If, for example, there are 60 children on the flight, but you only have 40 toys. How would you deal with this situation?

Answer

There are a number of things you could do here.

1.  Check out each kit and if appropriate beak it down into a colouring book for one child and a puzzle for another. I have done this before and it works out fine in most cases.

2. Dont ahbd out the children’s entertainment package until later in the Flight , some of the kids will be sleeping and the restless ones will appreciate the distraction at the appropriate time.

3. Make sure the kit is age appropriate , some of the older kids may not want the entertainment items inside, so make a call on the age limit when handing out the kit.

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I received this question by email recently.

What would you do if the seat belt signs were on and the aircraft is about to take off, but a passenger insist that he has to kneel down to conduct his prayer due to religious reasons?

Answer : Well obviously this is a delicate situation. However first and foremost is Passenger safety.

I would deal with this situation by calmly speaking to the passenger and telling him we respect his choice to pray but he cannot do this during take-off because of the danger to himself and other passengers. I would  politely ask him to take his seat.

If he refuses He has a choice to be off-loaded and he can pray in the airport and catch the next flight to his destiantion.  Of course this may take longer than allowing the man to continue to pray but in doing so you set a precedent that may cause greater delays in the future.

Also if I were a junior Cabin Crew I would confer with a senior as there are many issues involved.

Interesting article in the Sydney Morning Herald today

South East Asian Airlines such as Singapore Airlines and Malaysian Airline consistently offer the best service. Currently they are rated one and two for service and this is mainly down to their Cabin Crew of course.

 If you look at the crew in Singapore and Malaysian airlines the cabin Crew tends to be from the same region and share at least one common language. Airlines like Emirates have a more diverse crew and this may mean it takes longer to communicate with passengers and each other.

I can only speak for my experience but during training we were expected to communicate with passengers in full complete sentences and in a respectful manner.

We were expected to go further than required to make our passengers feel special. It’s harder work but makes the job more satisfying in my opinion.

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