Comments on: Is American’s “amazing flight attendant” a time traveler?

By: Jen

Jen — Tue, 20 Jan 2009 20:46:20 +0000

I so agree with you Jess (about Raul’s letter).

What I found funny was that he had over an hour to wait, was told when they would be loading, and yet waited until he got on the plane and stored his carry-on to use the bathroom aboard the plane. Anyone who travels knows that you go beforehand.

Just like I’m sure the announcement about the bathrooms and needing them to clear out so they could run the beverage service was to inform other passengers not to try to make it back there and to use a different one.

Some people are serious complainers about things that are really not that big of a deal.

By: Jess

Jess — Wed, 14 Jan 2009 15:14:33 +0000

I think the letter from Raul can be used as a “How Not to Write a Complaint Letter” example. There may have been some examples of flight attendants failing to do their jobs, but they get lost in the overall complaining and nitpicking. Flight delays happen and at least he wasn’t stuck on the runway during the delay. I appreciate when flight attendants make detailed “general announcements” because it cuts down on the number of times they have to repeat them to each individual. The airlines should be told when a particular FA has neglected their duties, just as they should be told when one goes above and beyond to help the cutomers (which brings the airlines repeat business). However, sometimes we have to differentiate between what we should realistically expect from airlines today and what they used to provide years ago when there were fewer flights, better benefits for the employees and fewer people could afford to fly.

By: Raul

Raul — Wed, 14 Jan 2009 01:13:23 +0000

> I was very surprised to read the letter “Is American’s “amazing flight
> attendant” a time traveler? ” As my experience was completely different.
> Today, I mailed this letter to American Airlines in regards to my last
> flight with them. Enjoy the reading!!! Raul
>
>
> AA CUSTOMER SERVICE DEPARTMENT
>
> RE: FAR VIOLATIONS AND SERVICE ISSUES ON AA 648 / 12JAN09 – SJU-JFK.
>
> Today, January 12th, 2009, I flew on AA #648 from San Juan to JFK. The
> schedule departure time was 8:25am. The flight was delayed until 9am. None
> of the gate agents made any announcements or updated the passengers as to
> what the situation is. I know is pretty bad when they are not uploading
> cargo into the aircraft, as it is a big sign that the flight most likely
> will be cancelled.
>
> I called AA reservations to find what other options are available for me to
> get to New York. My very ‘annoyed’ reservation agent (and I use the word
> ‘annoyed’ loosely) gave me some possibilities as to how to get to New York;
> one of them via St. Thomas, Miami or the afternoon non-stop flight.
>
> At the new departure time of 9:00am (which actually was the “decision” time,
> not the new departure – which makes me quite upset that American decides to
> hide their head in the sand instead of telling us what exactly is going on)
> it was announced that the mechanical problem has been fixed and that we
> would start boarding soon with a new departure time of 9:30am. This is the
> first time we hear of a ‘mechanical’ issue.
>
> The cabin crew boarded and we followed shortly thereafter. I boarded, stowed
> my bags and wanted to use the lovely lavatories. As I proceeded to the back
> of the plane, a flight attendant blocked me. She stated that the plane had
> no water and no galleys! This is a clear indication that the likelihood of
> the flight being cancelled was greater than I initially thought. This caused
> the flight to be even further delayed until 9:45am. While onboard, no one
> from the cockpit, or the crew, made any announcements about the mechanical
> issue, which would have reassured and calmed antsy passengers.
>
> I am seated in the emergency exit row at door 3L (seat 27B). Just seconds
> after takeoff, a flight attendant call light a few rows in front of me went
> off. I saw people looking over to the left side of the aircraft. I alerted
> the flight attendant seated in front of me about the irregular situation. A
> woman grabbed a magazine and started to fan air to a passenger. The flight
> attendant at 3L turned around, saw the call light, rolled his eyes and
> literally, got off his jumpseat (I am thinking he is going to check on the
> passenger) and he just walked to the back of the plane where he sat in the
> last row of passenger seats. If this was truly an emergency, what would have
> happened? What if passengers were actually looking at something going on
> outside of the aircraft and wanted to alert the crew?
>
> Just remember, a few years ago, there was an American Airlines A-300 that
> encountered and emergency out of San Juan. In this incident, the passengers
> where the ones who alerted the flight attendants that an engine was on fire.
> The plane turned back to San Juan, had to evacuate passengers via slides and
> luckily, there were no major injuries. What if this was one of those cases?
> Or worst? The inaction of this flight attendant (at door 3L) shows how
> unprofessional and uncaring he is towards a position that is supposed to be
> based on customer service and safety.
>
> In addition, the flight attendant working the galley in the economy cabin,
> made the following announcement over the PA system (I am typing this letter
> as I am seated on my seat – 27B): “Ladies and Gentlemen, we would like to
> ask all of you who are waiting to use the lavatories in the back of the
> plane, to move out of the galley area so we can set-up the galley for the
> drink service. Once again…” and she repeated the announcement.
>
> How unprofessional! Why make this announcement over the PA for over 200
> people when is meant for just a handful of people in the back of the plane?
> Just remember that the lavatories were unusable while on the ground and many
> of us had to wait until after takeoff to use the facilities.
>
> Which brings me to the fact of the appearance and lavatory conditions of
> this… actually, of all of American’s Airbus A-300’s. There are carpets and
> sidewalls being held together by duck tape. Seats are dirty as well and
> blankets look worn out and dirty. I took two flights to get to San Juan
> (connection via Miami) and the conditions of those A-300’s were even more
> appalling. Lavatories smells are just strong enough to make anyone sick.
> Paint is chipping off the walls and dirt is all over the place. How can
> anyone on the upper management level can look me in the face and tell me
> that they are proud of the product they offer to their customers?
>
> As the video started, a lone flight attendant offered headphones for
> purchase. After a 1.30 hours delay, the least AA and this crew could have
> done is to offer complimentary headphones. But I guess profits take place
> before comfort and a simple gesture of apologies from the crew. By the way,
> the video system audio was cracking (at least on seats 27A/B) rendering
> watching the video completely useless. My seat tray table is broken and I
> wonder what else is falling apart on this aircraft.
>
> In addition, on my flights to San Juan, the video systems were also not
> working properly with some of the monitors not working or in need of
> tracking and color adjustments. The conditions of the lavatories on those
> flights were even more appalling and the ‘latrine’ smells even strongest. On
> the Miami to San Juan flight, I did see the crew run from one side of the
> plane to another because every time the door of one of the lavatories
> opened, the smell was so strong and disgusting that they had to get out of
> that area!
>
> By the way, at least 3 flight attendants have just walked and passed by the
> passenger ‘call light’ that has been on since takeoff and no one have
> checked, asked or paid attention to it.
>
> There is something missing with this crew and it is “situational awareness”.
> In the airline industry, flight attendants (and everyone for that matter)
> are taught that this is the most important piece of safety as the crew are
> the “eyes and ears” of the cockpit and the leaders of safety of the cabin.
>
> I am typing this PA announcement from the same galley flight attendant ( the
> one who made the prior announcement) prior to the beginning of the inflight
> service:
>
> “Ladies and Gentlemen, in the economy cabin we will start our beverage
> service. We do have a selection of complimentary drinks. These are: Pepsi,
> diet Pepsi, sometimes Sierra Mist, sometimes diet Sierra Mist… (she outlined
> every single soft drink that is available onboard…) Also we have coffee
> and tea. If you want coffee or tea, make sure to tell us how you like it;
> with milk or no milk and sugar or no sugar. Also, we have alcoholic drinks
> for sale for 6 dollars. If you want vodka, is 6 dollars, if you want rum is
> 6 dollars if you want… (and she continued to outline every single alcoholic
> drink…). If you want to buy a snack… (and off she went to tell us about
> every single snack available for purchase and the respective price…)”
>
> This very unprofessional, unnecessary and annoying announcement that went on
> for about 5 minutes. All I have to say is that I am glad that it was not
> translated into Spanish. Otherwise, we would be listening to PA
> announcements for at least 10 minutes. How about those who are trying to
> watch the movie? Oh, that’s right… there is poor audio for the video… never
> mind!
>
> Why could the galley flight attendant refer the passengers to the page of
> the inflight magazine that gives us the full selection and description of
> drinks and snacks available? Why do I need to be treated like a child and
> spoken to like one? This is very unprofessional and I do feel quite
> embarrassed for the only one nice flight attendant on the flight (sorry… I
> wish I had her name…) but as the say goes: “It takes all of us to make
> everyone look good but only takes one of us to make everyone look bad”.
>
> And as I am writing this portion of the letter, I do know that I might get a
> flight attendant in trouble… but the fact that he was violating an FAR, it
> does need to be brought up to your attention:
>
> After the service was completed in the economy cabin, I decided to go for
> walk. The same flight attendant that was seated at 3L and refused to check
> on the passenger after takeoff, I found him sleeping in the last row of the
> aircraft while wearing noise reduction headphones. He literally slept on the
> passenger seat for the rest of the flight. I did not see him doing any cabin
> coverage.
>
> The last time I saw this flight attendant (3L) was when he sat down in the
> jumpseat for landing. Even then, after the plane landed and was taxing to
> the gate, he was ready to disarm his door and run to the back of the plane.
> But because the other flight attendant at 3R was not doing so, he refrain
> himself from doing it and stayed seated. However, after the announcement to
> “prepare doors” was made, he disarmed his door and ran to the back of the
> plane before passengers got up.
>
> This is the most unprofessional crew I’ve witnessed at American. Sadly, it
> is more the norm than the exception.
>
> I am not one to complaint because I do know about the situation that all
> flight attendants are going through with job cuts, pay cuts, longer duty
> days for less rest time. But in this case, I do have to. Service wise, I can
> let things go. But when I see an FAR violation, I do have to speak up.
>
> In summary, American Airlines management has cut back so much that planes
> are just too old and falling apart. Interiors are not being refurbished at
> all with fray carpets, old seats and old video/entertainment systems. Smelly
> toilets and disgusting bathrooms makes it unbearable to use. Only reason why
> I flew American? They were cheaper than JetBlue. And I am paying the
> consequences for the difference in price by giving up the difference in
> comfort, safety and service.
>
> I do hope you follow up and receive a reply from you soon.
>
> Sincerely,
>
> Raul Zambrana

By: Paula

Paula — Tue, 13 Jan 2009 21:06:47 +0000

There is a flight attendant on Continental, Dan who is just like Mary Beth. We see him frequently on a flight down to St. Maarten. Dan just celebrated 25 years with Continental – a milestone to say the least. I once left my shawl on the plane and he tracked me down in baggage to return it. How many flight attendants would do that? He even noticed my new hair cut. It made me feel like he really cared that we were on that flight.

Last year, I watched Dan deal with an irate passenger. It was not Dan’s fault that the private jets on SXM used up all of the fuel and the person in charge of airport fuel was not on top of his game. They had to send a fuel truck to the other side of the island to get fuel. Two passengers literally screamed at him because they were going to miss their connecting flight. Once again, the paying, flying public are directing their anger at the wrong person. Dan took it but was visibly shaken. What about behavior like that preventing a flight attendant from doing their job at 100%. Sorry, but I think abuse, in any fashion or form should be grounds to be thrown off a plane.

We work long and hard to pay for our vacations. A behavior like this, under any circumstances is not acceptable.

I must say in defense of flight attendants, the flying public should be ashamed of the way they treat flight attendants. Last week on a return flight from SXM we had to refuel in Santo Domingo. Not the decision of the flight attendants, but of air traffic. We couldn’t take off over the mountain. We happened to be sitting in First Class and we could hear what passengers were saying to the flight crew. It was rude and mean. I was so happy when we hit tubulents because they finally had to stay in their seats with their seat belts on.

Sometimes, we just need to look at the root cause of flying behavior – be it the public or airline employees.

By: Jane

Jane — Tue, 13 Jan 2009 15:54:07 +0000

Nice read and appreciate reading something deserved. Might consider flying AA again, but AA recently expired all our AAdvantage Miles accumulated because we haven’t flown with them recently. Still a bit miffed about that.

Totally agree with Chris about Air Canada, as I unfortunately also know how crappy the service is. The attendants are very rude, very old, very lazy, and just waiting to get their nice fat union retirement benefits. The absolute worst service of all airlines.

By: Joe Farrell

Joe Farrell — Tue, 13 Jan 2009 01:09:01 +0000

DEFINITELY do NOT identify her to the airline. Her co-workers will shun her, sandbag her and generally make her life impossible. Setting high standard can cause problems in some unions . . .

By: Dave

Dave — Mon, 12 Jan 2009 21:31:36 +0000

I have 6 American segments coming up, so I’ll watch for Mary Beth! I wonder if it would help any if more customers took it upon themselves to write notes of commendation when they are deserved, and it would be interesting to know what upper management does with such praises.

By: Ian

Ian — Mon, 12 Jan 2009 21:31:22 +0000

Funny, but I’ve found although the actual product is on par with most other US airlines, the crew on every AA flight I’ve taken (admittedly not a whole lot) have always been friendly and helpful.

By: Bunny Faber

Bunny Faber — Mon, 12 Jan 2009 17:36:47 +0000

Maybe it’s me, but everything seems nicer after two beers. ;)

By: Carver Farrow

Carver Farrow — Mon, 12 Jan 2009 17:29:59 +0000

I flew AA nearly exclusively. I find flight attendants to be like in any other service profession, some great, some not so great, and some to avoid at all costs. I think that flight attendants get a particularly bad rap because you’re stuck with them the entire flight.

If a Walmart employee is surly, you just avoid them, and 30 minutes later, you’ve left the store, the experience forgotten. Get a bad flight attendant, you’re stuck with them for hours and cannot exercise meaningful choice, e.g. leave. Moreover, in other consumer oriented positions, the agent does not have authority over you. However you must obey a flight attendant’s commands, making it difficult to complain about a bad one. (Not really, just wait until you’ve disembarked then complain loudly and often).

These three elements create a perfect storm which magnifies the unpleasantness a surly flight attendant can inflect as opposed to regular workers.