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What Can I Do To Make Your Flight Better?  
User currently offlineFlyf15 From , joined Dec 1969, posts, RR:
Posted (8 years 4 weeks 1 day 9 hours ago) and read 8298 times:

Well, I've gotten some good feedback on the "Why are passengers so rude?" thread, so I'd like to start this one. I'm a pilot for a large CRJ operator here in the US. I'd like to know what I can do as a pilot to make your experience better. What have pilots done that you like? What do you wish they did?

Please keep it realistic though, theres only so much I can do within my power. I can't change flight times, I can't let you up front during cruise, I can't give you free beer for no reason, etc.

49 replies: All unread, showing first 25:
 
User currently offlineWarreng24 From United States of America, joined Nov 2005, 708 posts, RR: 0
Reply 1, posted (8 years 4 weeks 1 day 8 hours ago) and read 8280 times:

Quoting Flyf15 (Thread starter):
I'm a pilot for a large CRJ operator here in the US.

Convince your management to dump the CRJ's in favor of E-Jets.

No, but seriously...

Pax aren't totally stupid. Keep us informed. We like to have regular status updates (especially if we're delayed on the ground or in the air). Even if you don't know anything new, its nice to know that you don't. Nothing irks me more than to have a Captain that only comes on the intercom once per flight just to say "Welcome aboard flight XXXX to XXXX, we're crusing at XXXXXX, we'll be there soon."

Give me an update as we get closer! Let me know how the ride is going to be? When do we plan on hitting some (known) bumps?

Also, a big thumbs up to the Captains that give a heads up:
"Folks, we've started our descent into XXX airport, in about 15 min I'll be turning on the Fasten Seat Belt Sign for the duration of the flight, so if you need to use the facilities, now would be a good time."


User currently offlineAA737-823 From United States of America, joined Mar 2000, 5944 posts, RR: 11
Reply 2, posted (8 years 4 weeks 1 day 8 hours ago) and read 8262 times:

Honesty, and communication.
Tell me why we're late, what's wrong, etc. Granted, I am a mechanic... but I think it applies to most people. Just be frank.

Also, I seem to remember a time when pilots announced that they had reached cruising altitude, set cruise airspeed, etc... and I don't think I have heard that info on a single flight in two or three years. What happened???


I just wish the cockpit crews would communicate with us more often, like they used to.


User currently offlineMCOflyer From United States of America, joined Jun 2006, 8690 posts, RR: 16
Reply 3, posted (8 years 4 weeks 1 day 8 hours ago) and read 8241 times:

Please tell me where the heck I am. On a ZW CRJ routing ELM-PHL I saw a airfield that I didn't even regonise. Also as others have said let us know what lies ahead.

MCOflyer



Never be afraid to stand up for who you are.
User currently offlineFuturecaptain From , joined Dec 1969, posts, RR:
Reply 4, posted (8 years 4 weeks 1 day 8 hours ago) and read 8240 times:

Quoting Flyf15 (Thread starter):
I can't change flight times



Quoting Flyf15 (Thread starter):
I can't let you up front during cruise



Quoting Flyf15 (Thread starter):
I can't give you free beer for no reason

Damn, so what can you do then?  Big grin You are of no use to me.  Wink


Anyway, I agree with the first two posters. Communication with the pax is appriciated. Point out major landmarks to people. "We will be flying over the Grand Canyon in XX min" "On the left you will have a great view of Mt Hood in X min" "Those of you on the left will have a great view of downtown (incert city here) as we come in to land"


User currently offlineBicoastal From , joined Dec 1969, posts, RR:
Reply 5, posted (8 years 4 weeks 1 day 7 hours ago) and read 8198 times:

I've been impressed by a few United pilots I've seen come to the gate counter to make announcements themselves on why a flight is delayed. Rather than leave it to an overworked gate agent to be the bearer of bad news, they made the announcements themselves. Especially if it's mechanical, it's reassuring to hear an explanation from a pilot or first officer. People seem to be rude and evil to a gate agent in such situations, but would never get mad at a pilot.

User currently offlineBobster2 From , joined Dec 1969, posts, RR:
Reply 6, posted (8 years 4 weeks 1 day 7 hours ago) and read 8184 times:

Quoting Bicoastal (Reply 5):
Rather than leave it to an overworked gate agent ...Especially if it's mechanical,

Good suggestion. Reminds me of the time the gate agent told us we were going to be delayed for 2 hours due to an engine problem that had to be fixed. A few minutes later she announced there would be no delay. Oh, terrific, we're going to fly with a bad engine and not fix the problem. The captain eventually explained what happened and reassured us that nothing would compromise safety, but not until we were on the plane. We were left to worry in the meantime, and some people even decided to go home and fly the next day instead.


User currently offlineDavid L From United Kingdom, joined May 1999, 9541 posts, RR: 42
Reply 7, posted (8 years 4 weeks 1 day 7 hours ago) and read 8161 times:

Ah, the benefits of seeing our own, home-grown a.netter become an airline pilot.  Smile

User currently offlineTmamtrak From United States of America, joined Nov 2006, 18 posts, RR: 0
Reply 8, posted (8 years 4 weeks 1 day 7 hours ago) and read 8125 times:

I too like to hear about landmarks along the way, our projected cruise altitude and speed, and especially to hear regularly from the crew during delays, even if no information is available. In my experience, the more you talk during delays, the happier people will stay.

This may seem a little strange but I hate when the seat belt light stays on for long periods of time when the aircraft is not even perceptibly moving. I understand that safety is paramount and that is very important to me. I always keep it fastened when seated. However, nothing is more annoying than when the light comes on, it gets bumpy for 10 or 15 minutes and then smooths out and you're not allowed to get up again. This is especially irritating when the light is on during a meal service or when there are many crewmembers up and around the cabin. I would say generally speaking if it is safe for the crew to be moving around and doing something non-safety-critical, it probably is safe for passengers to be up and around.

My most recent experience with this was on an AA 763 DFW-SFO where we encountered turbulence about 40 minutes into the flight that lasted perhaps 20 minutes and the seat belt light was never turned off. After 2 1/2 hours I could no longer wait to use the lavatory yet the flight attendant reading a magazine in the aft galley chewed me out pretty good for being out of my seat. It just doesn't seem fair to keep passengers crossing their legs and squirming when there's no apparent reason. Alternatively, they could say that turbulence was forecast and give a reason. Personally, I think they forgot.


User currently offlineZKSUJ From New Zealand, joined May 2004, 7110 posts, RR: 12
Reply 9, posted (8 years 4 weeks 1 day 7 hours ago) and read 8109 times:

Quoting Bicoastal (Reply 5):
People seem to be rude and evil to a gate agent in such situations, but would never get mad at a pilot.

You should read his other post then  Wink

http://www1.airliners.net/discussion...eneral_aviation/read.main/3108270/


User currently offlineWN230 From United States of America, joined Jul 2006, 341 posts, RR: 1
Reply 10, posted (8 years 4 weeks 1 day 7 hours ago) and read 8080 times:

Please tell us who the f/a's are, and stuff like flight time, what sights we can see, all the stuff like that. I flew AA to Texas BUR-DFW (i think. the final destination was in Texas) and the pilots were quite informative, and also told us that we'd be seeing the grand canyon. That really made the flight great.
Can you do things like that? I'm sure you can. Thnx for making the flight better.

WN230



Judas Priest North American tour in '08 . . . cannot wait!!!
User currently offlineNkops From United States of America, joined Jun 2005, 2698 posts, RR: 6
Reply 11, posted (8 years 4 weeks 1 day 7 hours ago) and read 8068 times:

I like it when the pilot mentions the route we will be flying.... it's pretty neat to know what cities we will be going over...

And thanx for asking!!!



I have no association with Spirit Airlines
User currently offlineKaneporta1 From Greece, joined May 2005, 749 posts, RR: 12
Reply 12, posted (8 years 4 weeks 1 day 6 hours ago) and read 8059 times:

An upgrade to First would do it for me! (I'm not even sure if CRJs have first class, but that would definitely make my flight better)


I'd rather die peacefully in my sleep, like my grandfather, not terrified and screaming, like his passengers
User currently offlineCsavel From United States of America, joined Jan 2001, 1375 posts, RR: 4
Reply 13, posted (8 years 4 weeks 1 day 6 hours ago) and read 8050 times:

Quoting Warreng24 (Reply 1):
Also, a big thumbs up to the Captains that give a heads up:
"Folks, we've started our descent into XXX airport, in about 15 min I'll be turning on the Fasten Seat Belt Sign for the duration of the flight, so if you need to use the facilities, now would be a good time."

Seconded, I just flew BA to Accra and back, four flights, they did it on all four.
Also

2) My fearful flying mother would love to know how long turbulence will last, I know it is impossible to figure, but she would be greatly reassured if the Pilot came on and said, "Ladies and gentleman, we're pasing a fast jetstream so there will be turbulence, should be about twenty minutes or so to cross, if we can get clearance to go to another altitude we will," It really reassures her when pilots say that, especially in their unconcerned drawl.

3) most pilots or flight attendants are good about this, but for those who are not, if you are flying to a hub, telling passengers how to connect (i.e. international flights go to terminal 1, etc.) or if you're late telling them where a gate agent is and how to expidite going through another screening.

4) Honesty, if you've no idea how long a delay will be, then say so right off the bat.

5) Measurements of particularly hot looking flight attendants  Smile



I may be ugly. I may be an American. But don't call me an ugly American.
User currently offlineAirTranTUS From , joined Dec 1969, posts, RR:
Reply 14, posted (8 years 4 weeks 1 day 5 hours ago) and read 7987 times:

Quoting Futurecaptain (Reply 4):
Point out major landmarks to people.



Quoting Tmamtrak (Reply 8):
I too like to hear about landmarks along the way, our projected cruise altitude and speed, and especially to hear regularly from the crew during delays, even if no information is available. In my experience, the more you talk during delays, the happier people will stay.

I had a DL pilot in 2002 who announced as we crossed into Texas that there is an average of one oil well per square mile in the state. Interesting facts are nice to know. We were on a 727 so the pilot's were our IFE.


User currently offlineLincoln From United States of America, joined Nov 2004, 3887 posts, RR: 8
Reply 15, posted (8 years 4 weeks 1 day 2 hours ago) and read 7884 times:

Communication is key; with a CRJ, I guess the stage lengths are shorter so there's not as much time. I think people are more relaxed the more information they have (at least I am). If we're delayed, tell us why and for how long. If you tell us it's going to be a 15 minute delay and it turns into a 45 minute delay, at 15 minutes, let us know "Well, folks that windshield wiper blade's taking a little longer than we expected to replace...it will be another 30 minutes or so." I've been on some flights /cough/Delta/cough/ where they announced a 20-minute delay after everyone was boarded and then there was silence for the next 2 hours.

Also, pointing out landmarks is not a bad thing; I guess there's a fine balance between being too quiet and too talkative, but my favorite flights are the ones where the captain introduces himself (or herself), the copilot, "we've reached our crusing altitude of xxxx feet, I'm going to turn off the seatbelt sign...", "Those of you on the left side of the aircraft will get a real nice view of ...".

Quoting Bicoastal (Reply 5):
I've been impressed by a few United pilots I've seen come to the gate counter to make announcements themselves on why a flight is delayed.

Likewise, I've seen this on Continental... And on one LAX-CLE red-eye, a majority of the cabin crew was even working behind the podium -- that was impressive and really screams "Teamwork" to me. On the other hand, I've ocassionally seen long lines in front of a podium with airline employees standing near by idling; even if it's not "your job" you may be able to answer of the people's questions.

Oh, and if anyone reading this happens to be working CO flight 735 on Thanksgiving day, make sure you say "Hi" to the guy currently in seat 14F  Wink

Lincoln



CO Is My Airline of Choice || Baggage Claim is an airline's last chance to disappoint a customer || Next flts in profile
User currently offlineCkfred From United States of America, joined Apr 2001, 5309 posts, RR: 1
Reply 16, posted (8 years 4 weeks 1 day 1 hour ago) and read 7843 times:

I was on an AA flight from LAS to ORD. We pushed back 20 minutes late, at 10am, because of weather at ORD and ATC needing to slot us.

As we pushed back, the captain came on to explain that as the aircraft was being closed up, ATC advised that the plane had been put on a ground hold for 1 hour, and that Dispatch needed us to clear the gate for an inbound flight. So, we pushed back onto the maintenance pad.

In addition to turning off the seat belt sign and allowing cell phone use, the captain gave the F/As the go ahead to start beverage service, becasue he felt that there was almost no chance of getting an early clearance.

An hour later, at 11am, the captain came on and apoligized for being the bearer of bad news, but ORD had gone into a nationwide ground stop. ATC was advising of at least 1 more hour, but there was some chance of that ground stop being shorter.

Finally, at 11:40, the captain advised that ATC had given the ok to start the engines at 11:50, in anticipation of getting airborne at 12:10 and touching down at ORD around 5:20. So, anyone needing to use the lav or make more cellphone calls had a ten-minute warning.

I thought the captain did a good job of keeping us advised as to the status of our departure.


User currently offlineYellowstone From United States of America, joined Aug 2006, 3071 posts, RR: 4
Reply 17, posted (8 years 4 weeks 1 day 1 hour ago) and read 7823 times:

Convince your airline to install Channel 9.  Smile


Hydrogen is an odorless, colorless gas which, given enough time, turns into people.
User currently offlineKen777 From United States of America, joined Mar 2004, 8470 posts, RR: 9
Reply 18, posted (8 years 4 weeks 1 day 1 hour ago) and read 7770 times:

Quoting Bicoastal (Reply 5):
I've been impressed by a few United pilots I've seen come to the gate counter to make announcements themselves on why a flight is delayed.

I'll second that! The simple fact is that the Captain has a much higher level of perceived authority and command that the gate agents and it can help the GA a lot of the captain presents the issues to the pax waiting in the area.

It also helps, when being early or late to announce the fact. If the flight is significantly late then let us know what efforts the airline is undertaking on our behalf - like changing connecting flights.

Another time I was impressed that the Captain shut the engines down in a waiting area at ORD, announced that were would have to wait a while because of traffic delays and then invited all kids (young & old) up front if they wanted to come. It was an AA 737 and a lot of "kids" did go up.


User currently offlineKingairman From United States of America, joined Aug 2006, 291 posts, RR: 0
Reply 19, posted (8 years 4 weeks 1 day ago) and read 7751 times:

well f15 flyer, does all of this sounds possible ?

User currently offlineUnited767 From United States of America, joined Aug 2006, 356 posts, RR: 5
Reply 20, posted (8 years 4 weeks 1 day ago) and read 7744 times:

like posted above, its nice to know once in a while what city I am flying over or pointing out landmarks/ letting us know what state we are over and how much longer in route etc... I know that its a CRJ so no i.f.e or airshow.


I wish UA flew mainline to MYR, that way you wouldn't be stuck in a smelly Saturn for 12 hours.
User currently offlineFlyf15 From , joined Dec 1969, posts, RR:
Reply 21, posted (8 years 4 weeks 1 day ago) and read 7723 times:

Quoting Kingairman (Reply 19):
well f15 flyer, does all of this sounds possible ?

Yeah, it sounds like the recurring theme is everyone just wants information and the pilots to be personable. No problem at all. We do have some guidelines/requirements as to what can and cannot be said (everything to a bare minimum while in sterile cockpit, for example), but it'd be a piece of cake to keep you all updated and such.

Anything else?


User currently offlineAAden From United States of America, joined Jan 2006, 835 posts, RR: 0
Reply 22, posted (8 years 4 weeks 1 day ago) and read 7722 times:

I always love to know a little bit about the flight plan; such as states were flying over flight time, not just a flight attendents please be seated.

User currently offlineRJwrench85 From , joined Dec 1969, posts, RR:
Reply 23, posted (8 years 4 weeks 23 hours ago) and read 7679 times:

Quoting Bicoastal (Reply 5):
Especially if it's mechanical, it's reassuring to hear an explanation from a pilot or first officer.

If only you knew what was actually going on when we are "rebooting a computer" as the pilots says over the intercom. Most of the time we consult with the pilots to find out what explanation is good to tell passengers. The less you PAX know the better. I'm sure you dont want to know specifics about half the stuff we fix. Not that its bad or something but some people would freak out if we had a Oil Pressure Problem (even though its a bad pressure switch)

Back to the subject...As stated above communication is the key to a better flight


User currently offlineANCFlyer From , joined Dec 1969, posts, RR:
Reply 24, posted (8 years 4 weeks 23 hours ago) and read 7655 times:

Quoting Flyf15 (Thread starter):

Thanks for asking.

As someone mentioned above . . .

Honest answers and stop the BS.

I laugh every time I hear "ten minutes" out of an airline employee's mouth I know instantly they're full of crap. Ten minutes means I have another half hour (or better) to enjoy another scotch in the club. This applies more the the CSAs than to the cockpit crew - so pass this on to them.  wink 

If a broken plane, tell me what part, how long to fix it (and don't say 10 minutes), and when you think we'll leave. And if you honestly don't know - say so. Don't BS me. I've no time for it. I'm smarter than you think as well, I can smell BS a mile away. Remember, you can't BS a BSer.

If stuck somewhere - on board after boarding, in the 'penalty box' at an airport, whatever - keep me informed. A comment from the flight deck every 5- 10 minutes won't hurt my feelings, even if it's just to say "Well folks, we're still screwed, it'll be another 10 minutes". I'd rather have some info - even negative info - rather than none at all. Remember, I have things to do just like you . . . .

Just tell it straight, tell it honest. This has always been a pet peeve of mine. Particularly with CSAs on the ground.

Thanks for asking . . . .  thumbsup 


25 NEMA : Just like many of the other replies in this post, COMMUNICATION is one of the most important words in any business. This is both from within the busin
26 Geotrash : Congrats on the yob, man! Seems like forever ago we were poking around in the clouds, lining up for the ILS 34 approach. Got a good taste for the IFR
27 Post contains images ThePalauan : I think another idea you should emphasize on is the morale of the cabin crew. I think a flight turns out to be really great if the captain is highly m
28 Post contains images Curmudgeon : I'll agree with the open an honest communications. Nothing is more frustrating than getting four 15 minute delays when it was going to be an hour from
29 Post contains images Bongo : Try to be on time, tell the truth when there´s a delay, let me go to the cockpit
30 MiCorazonAzul : B6 pilots do the same thing....atleast those pilots working flights I am working. It is amazing how people react to a pilot giving them bad news vs a
31 SB : On BA it seems standard procedure for the PIC to welcome the passnegers aboard and give them a little lecture on safety, as well the the flight inform
32 Post contains images Mir : Five very simple things: 1) Never have delays. If it's weather, fly through it anyway - that's what they train you for, isn't it? If it's ATC, get on
33 Post contains images Mir : In all seriousness, though: Keep the passengers informed of what's going on, and just be honest. I don't like hearing that we're going to have a ninet
34 KingAirMan : Fly15F: What do you mean when you say, you have restrictions on what you can say and "sterile cockpit" ?
35 Flyf15 : During taxi, takeoff, landing, and flight below 10000ft, we have whats called a "sterile" cockpit. The only things said/done are those essential to f
36 Post contains images Riyadhnurse : Always good information and updates are greatly appreciated. Always stand your ground with the many unruley and disturbing jerks that cause problems a
37 Post contains images EMA747 : Let us enthusiasts in the cockpit more. More enthusiast related info during the flight. Maybe just a "we are going to be taking off from runway 25L bl
38 Silentbob : On the early morning or late night flights most passengers just want some quiet time so they can sleep. The vast majority of passengers don't care abo
39 RIXrat : All of the above suggestions are wonderful things for a pilot to put a passenger's mind at ease. However, I have a major gripe with some airlines whos
40 Tockeyhockey : i would like to suggest making the entire airport experience a little bit more pleasant. when passengers get on the jet and are rude to you, it's pro
41 Skyhawk62507 : Hear, hear! I love information as much as the next A-netter, but too many comments over the PA from the cockpit (and, especially, the cabin crew) irk
42 IAHFLYR : Thanks for both of your posts.....nice to see you are interested in what the passengers may have for input. Drives me nuts either as a passenger or fo
43 Toulouse : Wonder was that the same pilot as I had about a year ago from CDG to TLS, I think the guy was from Brittany, and told us as Brittany is so much more
44 Post contains images Nosedive : Be within reason though, Things like "a short/long/quick taxi out to the runway where we will depart out to the north on runway 3-5" Left. Don't say
45 QXatFAT : Wow were we on the same flight? haha. That happend to me last November flying out of IAD on Indy. The gate agent told us all the engine broke down an
46 MXComet4C : Your chat, not too much, not too little, will keep us pax cozy. Try this: Add all this thread up and start practicing new things over the PA, then lis
47 Post contains images Mir : Busted! -Mir
48 Post contains images Iahflyr : I am just glad I got to witness the entire event.....
49 IAirAllie : If you work for B6 or F9 or any other carrier with live tv try to keep announcements to a minimum once the PTV is turned on. Nothing is more annoying
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