The Very Best Flight Attendants In Our Industry

[FWAAA]

Reading the thread since my last posted reply about the 'forest and trees' on 4/14 has further represented my case.

People, we have to truly adopt positive energy and spirited representation from both the FA and the union members to keep AA flying. That positive spirit is what your customers (including myself) relish the most.

We all know that things are fluid and not going to be perfect. But if we can find the silver lining to each of those clouds day in and day out (wouldn't that be perfect), or as often as possible......then you won't appear to be a negative downer type of person to your customers.

Positive energy attracts positive people...so if you have negative customers on your flights, your positive energy will change them a little. Just that friendly smile can change the mood a grumpy passenger into an introspective mood....hopefully, that shift in mood will let that passenger think about something positive and get past the negative thought which has held them down.

Try it...you'll like it.

Thanks for reading this and I am attaching 'positive energy' in the most sincerest form to this message.

Excellent message to all.

 

[TransWorldONE]

I, as well as my former coworkers know what it's like to go to work under stressful conditions, constant paycuts, strikes, hijackings, crashes, shortened layovers. We did it for years. Hardship either makes you stronger or makes you get out of the buisness, or makes you stay and make everyone else miserable.

I've givin Oscar worthy or at least Emmy worthy performances on flights when I didn't feel like being there. When I wanted to be home for a Christmas party or my trip was extended, or a family member died and I could'nt go home....You get through it. You laugh and sometime cry with your crew members and have a drink when you get to the hotel, time permitting. It's certainly not the passengers fault I had a bad day...or year.

We were always taught to treat people like they were family members (ones you actually like) that you had invited to your home. Maybe that notion died when our company did, but I would like to think there are people out there that feel the same way. Maybe graciousness is dead. It seems people only want headphones and pvt's now instead of conversation and champagne.

 

[TWAnr]

I meant a response to the media. I've been reading all these articles that say the union had no comment.

Good point.

 

[LaBradford22]

We were always taught to treat people like they were family members (ones you actually like) that you had invited to your home. Maybe that notion died when our company did, but I would like to think there are people out there that feel the same way. Maybe graciousness is dead. It seems people only want headphones and pvt's now instead of conversation and champagne.

Interesting point. My first job out of college was as a bank teller. That job differs from a flight attendant in many ways, but it is similar insofar as you are the "face" of the company, often the only employee of the company that the customer ever comes into personal contact with. When things go wrong, you are expected to make the best of a bad haircut. You are often blamed for things that are not your fault at all. What's more, you are expected to accept blame for these things graciously. You are expected to smile and be hospitable. There are other reasons you are there (security, etc), but basically, you are there for customer service.

I had that job at the time when ATM machines were just starting to gain critical mass. It occurred to me that one downside of technology is that our world has become cold and impersonal. No one wants to be bothered with small talk any more. Everyone wants the quickest and cheapest service possible, regardless of how personal or impersonal the service is (in fact, I dare say many people today prefer impersonal). The human touch is gone. Sadly, grace and common courtesy are dead virtues in today's American society. And we are forever worse for it.

 

[Dea Certe]

Flyzalot and LaBradford are right. Your attitude and mood affects those around you. Bad attitudes are contagious. But so are good ones! It seems to me that if people are approached with a smile and a sense of empathy you can change their day. Or at least, avoid escalating an incident.

Customers are so stressed out by the time they actually set foot on the airplane it doesn't take much to send them over the edge. Greeting them with a smile and gracious welcome makes a big difference to the entire flight. They will relax, knowing the crew is going to be there to see to their needs inflight.

Dealing with the public isn't the job for everyone. It takes maturity and experience to effectively handle hoards of people in a confined area. I've never understood why some flight attendants make their jobs harder than it has to be by hiding in the galley. I know it's hard to be out in the aisles with no answers during delays but at least the customers feel like they are being recognized, even if it's only to give them a glass of water.

Of course, we all need to vent from time to time. It's much more fun to do that at the hotel after a few glasses of wine (rest time permitting).

Dea

 

[Flyboy4u]

It looks as if Flight Attendants are taking their stories to the press....Maybe one day Management will pull there heads out of the sand and realize what we are really here for. :blink:

Good day to everyone,
After the John Tiliacos letter was distributed, Flight Attendants from all over are writing letters to Mr. Tiliacos, Laurie Curtis, Laura Burnett and Mr. Arpey.
Now that the news has broken the letter in the DFW Newspaper, letters are finding their way to the editor.
Let's encourage the Flight Attendants who write letters to share them with us~~
Thanks to Valerie Everett for sharing this letter written to the editor of the Dallas News.

Sent: Thursday, April 15, 2004 7:57 AM
Subject: American shares service complaints

I have been a Flight Attendant with American Airlines for over 20 years. I am currently based in JFK and commute from my previous base of Washington DC. Both Flight Attendant bases that are the focus of this insulting letter American senior management placed in our mail boxes at work. With out trying to find out what the frustrations are out there on the line, they have put the onus solely on us for their mismanagement of this great company. In just a short period of time American has gone from a Fortune 500 company to near bankruptcy. Where did the billions of dollars go?
We spend the most time with our customers and all the short comings fall on our shoulders. Delays, shortage of supplies, continuously short staffed on flights. We're on the frontlines. We understand that our customers are our bread and butter. And as in any profession we have coworkers that fall short of customer expectations.
There is a misperception of who a Flight Attendant is and what their job is. Customer service is a part of that job. Safety is the PRIMARY reason why we are on any airplane. We are trained on multiple kinds of aircraft. I am qualified on the Super-80,757,767,777 and Airbus. We are trained to fight fires in flight, the varying oxygen systems of each aircraft, medical emergencies, the use of defibulators, over water ditching, believe it or not we are the bomb squad on board in the event one is found, and many numerous security measures in light of a post 9/11 world. Daily we get security briefings. On subjects we are not allowed to discuss with the public and media.
To say the job has changed since September the 11th would be an understatement. Nowhere in the history of any profession, has it's description changed as drastically as it has since that horrible day. Flight Attendants were the first to be butchered on those airplanes and we haven't forgotten that fact. For that reason there is an enormous underlining pressure out there. With virtually no tools to work with. The U.S. Government has mandated certain security procedures and we are armed still with only coffee pots in the event it ever happens again. The cockpit doors are reinforced, but the Flight Attendants are still with out any Federally mandated self defense training.
It was a Flight Attendant that called the ground and relayed vital information about the hijackers on September 11th, It was a Flight Attendant that discovered Richard Reed on board American Flight 63 from Paris to Miami in the months following 9/11, thus saving the lives of almost 200 souls, this country from another National tragedy and this company. It was a Flight Attendant who gave her clothes to a Passenger who had lost consciousness and bodily functions in flight. It was a Flight Attendant who drove an elderly woman to her home when no one was there to pick her up at an airport. It was a Flight Attendant who brought self addressed stamped envelopes and stationary to troops going over to Iraq so they could write letters home and she could mail them upon her return to the United States. It was a Flight attendant who held my Fathers hand and wiped the sweat off of him, as he lay dieing on an aircraft floor with an abdominal aortic aneurysm. It was that same Flight Attendant who received his kiss on her hand to thank her for being so kind to him...and there are thousands of stories of Flight Attendants going above and beyond the call of duty.
American Airlines in a wonderful company with a great history. It is so because of it's greatest natural resources...it's employees.
To American Airlines Senior Management...Don't single out and then publicize one work group to blame, when you should be looking in the mirror at what you have created. It is incredibly unprofessional. The shame is on you.

 

[AAStew]

That is a wonderful letter, wow....

 

[JS]

Someone correct me if I am wrong but after 9-11 pax's aren't allowed to use cameras or videos on board.....n'est-ce pas?

You are part of the problem, making up some bullshit rules that don't even make sense, let alone exist.

Yeah, taking pictures is dangerous. Give me a break!

Oooo, look, here's a picture I took from an AA 757 somewhere between JFK and LGB! Scary, huh???

 

[LD max]

great letter flyboy

 

[AAStew]

Have I struck a nerve JS or did someone ask you to stop taking pictures or filming on the airplane. As you can tell by my previous post I am not sure about the camera issue. No taking the picture of a wing is not scary. But maybe filming the crew as they go about their duties to play back for your terrorist group might be. Just a thought.
As for me being part of the problem. I can honestly say I am an asset to American Airlines. I am someone who actually loves what I do. I love my passengers and am thrilled they are on American Airlines. My passengers leave that airplane smiling. I realize that I am AMerican Airlines while they are on my flight.
Oh and by the way...can you clean up your language please? Have a great day!

 

[TWAnr]

The "apology":

To: All Flight Attendants - BOS/JFK/LGA/DCA

RE: Customer Feedback Letter, March 30, 2004

First and foremost, I want to apologize to those of you that were
offended by the letter I recently sent about the feedback we received
from representatives of two of our most lucrative accounts here in
the Northeast. That was never my intention. Instead, I was trying
to be open and honest about the feedback we heard.

I want all of you to know that I realize that this feedback is not
absolutely representative of all our customer's experience. And more
importantly, I understand that the majority of you do a superb job.
I should have been clearer about this and for that, I am sorry.

Because I know that you take your work to heart, I felt that I had a
real opportunity to ask for your help in changing the perceptions of
these two customers --both of which are important to both you and
me.

Of course, I've received a lot of feedback on the letter. And I want
you to know that I understand all of that feedback. Having discussed
a number of issues with quite a few of you, I hope that I've been
able to demonstrate my understanding that we have lots of work to do
to address a number of other issues that are important to all of
you.

My purpose in sending this follow-up letter is to assure you that I
am fully committted to doing my part. I will support you in every
way that I can. And I want to do whatever I need to so that you have
what you need to do your job--and do it in a way that restores the
pride that comes from being able to deliver for our customers.

To further demonstrate my commitment to you, I want you to know that
I have made plans to be at each or our bases during the week of April
19. I will attend our Purser conferences and I've scheduled
additional town hall meetings so that I can talk with any of you that
would like to come. I you would like a copy of the schedule for
those meetings, please check with any member of our management team
and they'll be happy to provide it for you.

I look forward to meeting and speaking with as many of you as I can
during my visits next week. Thanks for listening, and as always,
thanks for everything you do, everyday.

Respectfully,

John M. Tiliacos
Regional Managing Director
Northeast Region

 

[L1011Ret]

What is more interesting is that BB posts elsewhere suggest that senior AA F/As agree with Mr. Tilacos. It would appear that the more senior are more invested in providing good service than some of the more junior F/As who have "attitudes." This is not directed at any person in particular but may be a comment on the age and cultual differences between those younger and older F/As. With one exception, I can only say my own experience has been the AA F/As provide as good as service as any carrier. Rather than attempt some broad generalization about East Coast F/As providing not so hot service, it would seem better to have those who have "attitudes" receive a little performance counseling. Broad brush statements about poor performance become insulting to those F/As who are personally responsible, accountable and motivated. AA could have approached this matter in other ways. No doubt there are some unmotivated F/As, and no doubt it effects corporate business flying. But tarring and brushing the whole group of F/As is not the way to go.

 

[AAmech]

It looks as if Flight Attendants are taking their stories to the press....Maybe one day Management will pull there heads out of the sand and realize what we are really here for. :blink:

First of all I can't remember the last time I've had bad service by an FA and they've been wonderful with my handicapped Mother. That being said some of these FA's are being way too defensive. This isn't something being made up by management just to piss you off! This is a problem being brought to your collective attention by annoyed customers who make our paychecks possible. Stop going on and on about it and FIX THE PROBLEM! Nobody cares how much training or experience you have. Your counterparts at other airlines have pretty much the same resume but seem to be able to do their jobs without pissing off their customers.

 

[AAStew]

I personally received an e-mail from Mr. Tiliacos this week in whcich he apologized. I wrote back to him that I cannot argue the points he made is his infamous letter. He was right in the sense that if we are bitter (my words not his) about our job and the changes in it, the passenger is not to blame and needs not hear it.
But I also told him we only hear from AA when we are not doing well and that positive reinforcement works alot better than negative. The company culture really needs a huge t/a.
I have to say though, and please don't crucify me, I really think Lauri Curtis is trying. She is doing just like us, making do with what she has. It is because of her urging that Tiliacos is writing these letters and attending meetings etc. A kind of sensitivity training you might call it.
Some of you might now accuse me of drinking the Kool-Aid but Arpey is right, with his pull together, win together slogan. We cannot afford to alienate anymore passengers. We have the best flight attendants in the industry along with wonderfully qualified and trained pilots. We all came to work (or at least I did) for American because we believed in the company, let's not hasten it's demise with our attitudes. I really think maybe we can turn things around little by little. For you f/a's out there, write to Lauri if you are unsatisfied with something, she does answer back. So does Arpey.

 

[mjk]

That being said some of these FA's are being way too defensive. This isn't something being made up by management just to piss you off! This is a problem being brought to your collective attention by annoyed customers who make our paychecks possible. Stop going on and on about it and FIX THE PROBLEM! Nobody cares how much training or experience you have. Your counterparts at other airlines have pretty much the same resume but seem to be able to do their jobs without pissing off their customers.

^^^^ Rack that!!! Someone using common sense for once!!!

We cannot afford to alienate anymore passengers. We have the best flight attendants in the industry along with wonderfully qualified and trained pilots. We all came to work (or at least I did) for American because we believed in the company, let's not hasten it's demise with our attitudes. I really think maybe we can turn things around little by little. For you f/a's out there, write to Lauri if you are unsatisfied with something, she does answer back. So does Arpey.

^^^^ Another rack!!!.......Whoa!!....I'm getting a little dizzy.....two good takes in the same thread.