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What's Defines Exceptional Service From Your Crew?  
User currently offlinebaexecutive From United Kingdom, joined Jul 2005, 731 posts, RR: 0
Posted (2 years 1 month 3 weeks 1 day 22 hours ago) and read 5769 times:

What is it that makes the flight special?

What do you want to see from your crew?

What don't you want to see from your crew?

11 replies: All unread, jump to last
 
User currently offlinealoges From Germany, joined Jan 2006, 8695 posts, RR: 43
Reply 1, posted (2 years 1 month 3 weeks 1 day 21 hours ago) and read 5754 times:

Quoting baexecutive (Thread starter):
What is it that makes the flight special?

That is always a collection of any number of little moments: finally catching a glimpse of Greenland, an interesting chat with my neighbour, watching a mother and son high-fiving each other because there's Mac & Cheese for her son, noticing other aircraft flying in loose formation with mine...

Quoting baexecutive (Thread starter):
What do you want to see from your crew?

care

I want a crew whose members have reasons to love what they do. I don't care what those reasons are - perhaps an additional F/A whose presence makes the workload more manageable or an extra day of layover at a nice destination. All of those little things keep the crew motivated and happy and thus improve the service and atmosphere on board.

Here's a bit of blasphemy, at least by some people's standards: I'd much rather be helped by an experienced F/A in her late 40s who is still flying because she loves it than by a 20-something who's doing the job just for the excitement.

Quoting baexecutive (Thread starter):
What don't you want to see from your crew?

indifference

I say "please", "thank you" and "It would be nice if..." for a reason - it's disappointing when those words of respect go unnoticed.



Walk together, talk together all ye peoples of the earth. Then, and only then, shall ye have peace.
User currently onlineHOONS90 From Malaysia, joined Aug 2001, 3000 posts, RR: 53
Reply 2, posted (2 years 1 month 3 weeks 1 day 17 hours ago) and read 5724 times:
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Quoting baexecutive (Thread starter):
What is it that makes the flight special?

The whole package. Food, crew, seat comfort, legroom and entertainment options.

Quoting baexecutive (Thread starter):

What do you want to see from your crew?

Proactive crew. Crews that are good at anticipating passenger needs and following up with passenger concerns and requests.

Crews that embrace diversity and display consistent professionalism and customer service aptitude regardless of origin and destination. A flight to CMB or DAC shouldn't have any worse service than a flight to FRA or GVA.

As Aloges mentioned above, crews that are actually happy to be there.

Crews that see passengers as guests and not just customers.

Quoting baexecutive (Thread starter):
What don't you want to see from your crew?

A frown. Neutral expressions are fine if one smiles from time to time, but nothing says "I don't like my job" better than a frown does.

I also don't appreciate crews that second guess passengers.



The biggest mistake made by most human beings: Listening to only half, understanding just a quarter and telling double.
User currently offlinePs76 From , joined Dec 1969, posts, RR:
Reply 3, posted (2 years 1 month 2 weeks 2 days 21 hours ago) and read 5527 times:

Hi!

I usually don't really mind if a crew is off or anything because I'm normally too busy staring out the window. There always seems to be one friendly one even if the others are off. Maybe it's because I'm a bit of a nerd but the guys are normally more friendly to me than the girls!

I don't know if you work for BA but here's one experience I had with them I thought I'd share. Once when I was flying back to Gatwick from Manchester the flight was cancelled so I had to fly to Heathrow. They offered free bus transfer tickets upon exiting the aircraft but I forgot to take mine. When I got to arrivals I realised my mistake and asked the crew. The captain of the flight then personally took me upstairs to departures, found someone, had them make some calls and get me a ticket. He stayed with me the whole time and then saw me on my way. I felt so bad I didn't take his name and write to the office. It must have taken him like 20 minutes in total which he wasn't getting paid for. Plus he was the nicest down to earth guy and of course for an anetter to talk to an airline captain is always great!

Many thanks,

Pierre


User currently offlineOA260 From Ireland, joined Nov 2006, 26853 posts, RR: 58
Reply 4, posted (2 years 1 month 2 weeks 2 days 20 hours ago) and read 5519 times:

I like the crew to be friendly and welcoming . Im not a demanding passenger and dont expect them to be at my seat all the time . I do expect them to answer call buttons and minor requests for drinks etc...

I know some people like to see crew in the cabin all the time but that doesnt bother me .

What I dont want to hear or see from crew is their personal conversations about their lifestyle coming from the galley or whilst serving in the cabin .


User currently offlineIAHFLYR From United States of America, joined Jun 2005, 4790 posts, RR: 22
Reply 5, posted (2 years 1 month 2 weeks 2 days 3 hours ago) and read 5474 times:

Quoting HOONS90 (Reply 2):
Proactive crew. Crews that are good at anticipating passenger needs and following up with passenger concerns and requests.



I'll second that post.

A nice warm welcome and smile when boarding that carries through the entire flight.

Quoting OA260 (Reply 4):
What I dont want to hear or see from crew is their personal conversations about their lifestyle coming from the galley or whilst serving in the cabin



I hear this way to much, it is rude and unprofessional.

Most importantly, all the take-off and landings equal the same number.  



Any views shared are strictly my own and do not a represent those of any former employer.
User currently offlineCoachClass From United States of America, joined Jan 2010, 427 posts, RR: 0
Reply 6, posted (2 years 1 month 2 weeks 1 day 15 hours ago) and read 5417 times:

Several years ago I flew LH MIA-DUS and had ordered a diabetic meal. I have a distinctive German name. Since they knew my name because of the special meal, the two male F/As always respectfully addressed me by name and in formal German when ever they served me; asked if I needed to eat earlier or if I had any special needs, and seemed to check up on me. I was a bit flattered that I got as good attention as business class, but then I thought, OMG, I must look like death warmed over and they're afraid I'm going to die over the Atlantic. Only one other time in economy on LH, was I addressed by name. It has never occurred on any other carrier in economy, only in business class of LH, UA, etc.

I like to see the crew as excited about the trip as I am. I know that they have flown the same flight 100 times, but, really...you're going to Rome or Paris. Aren't you excited just a little bit?

What I hate to see is not treating a passenger as a guest, not going out of their way to make you feel welcomed. On a recent flight MIA to LIS, I woke up an hour before breakfast and went to the galley to ask for coffee and was refused, saying I had to wait for breakfast. Now, I've done that dozens of times on all different airlines and always got a cup or they made a fresh pot but this particular TP F/A didn't want to make a pot of coffee. That never would have happened on DL or LH.


User currently offlinePe@rson From United Kingdom, joined Jan 2001, 19193 posts, RR: 52
Reply 7, posted (2 years 1 month 2 weeks 1 day 12 hours ago) and read 5407 times:

Of all my many flights over the years, the bit that particularly sticks out - in terms of memory - is how an EK cabin crew member 'randomly' came up to me while on an overnight MAA-DXB service and while I was watching the IFE and asked: 'Sir, would you like a cup of tea?' He may have asked that to other passengers - although many were asleep - but it seemed unusual, above-and-beyond, and personal.


"Everyone writing for the Telegraph knows that the way to grab eyeballs is with Ryanair and/or sex."
User currently offlineairlineanorak From United Kingdom, joined Sep 2007, 85 posts, RR: 0
Reply 8, posted (2 years 1 month 5 days 12 hours ago) and read 4967 times:

For me, it depends on whether it's short haul or long haul. On a flight of only an hour or so, I pretty much just want the basics - a bite to eat and a drink.

However, on a long haul flight (in the forward cabins), I do expect more attention. I like the crew to be proactive in offering me more drinks and making sure I don't have empty glasses / plates etc round me. I'm personally not a fan of pressing my call button. I also expect there to be a 'good' malt whisky (BA and LH can't do much better than that JW Blue  ).

A bed has to be flat (and I mean horizontal - not 'angle flat') and the entertainment systems needs to be AVOD.

I personally like the crew to be a bit chatty - but this is a very personal view. I know there are lots out there that don't want to engage in any dialogue with the crew.


User currently offline1stfl94 From United Kingdom, joined May 2006, 1455 posts, RR: 0
Reply 9, posted (2 years 1 month 5 days ago) and read 4889 times:

Quoting OA260 (Reply 4):
What I dont want to hear or see from crew is their personal conversations about their lifestyle coming from the galley or whilst serving in the cabin

There's quite a few crew out there in my experience who need to remember that all the separates the galley from the cabin is a curtain!


User currently offlinenickh From United States of America, joined Jun 2008, 186 posts, RR: 0
Reply 10, posted (2 years 1 month 4 days 22 hours ago) and read 4871 times:
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Well, I will tell you about an experience that I had with an airline, flying from LGB to AUS, a few years ago.

I am handicapped, I lost my left hip and upper leg about a decade+ ago.

While boarding at LGB (Long Beach, CA), we had to walk from the temporary facilities at the terminal (under construction at the time) to the aircraft. The Pilot saw me walking with my cane, and pulling my bag behind me, and called into the terminal to have someone run out with a wheelchair for me. It was not necessary, but it was a nice thing to do.

When I boarded the aircraft, the flight crew took care to help me with my carry-on case, help me get to my seat and stow my cane and so forth.

After arriving at our destination, they had a wheelchair waiting for me at the aircraft's door! I did not ask for that.

It's little things like this that mean more than an extra can of soda, etc.

So, this would be exceptional service. The airline was JetBlue, and NO, I do not work for them, etc. etc.

-Nick



"We all have wings, but some of us don't know why..."
User currently offlineaerorobnz From Rwanda, joined Feb 2001, 7166 posts, RR: 13
Reply 11, posted (2 years 1 month 4 days 18 hours ago) and read 4854 times:

Quoting baexecutive (Thread starter):
What is it that makes the flight special?

Usually flying an airline, or a/c type or a country/airport for the first time is the only thing that consistently does it for me.

Quoting baexecutive (Thread starter):
What do you want to see from your crew?

Understated, Efficient service. I love when they show great attention to detail and do something without asking.

Stuff like always knowing my choice of wine and automatically refilling it because they don't need to ask whether I would like Pinot Gris or Chardonnay - they just know. Or something like happened on MS Business class CAI-NRT where the Japanese flight attendant quietly came up to me and said "There are a lot of children and families in this cabin, would you like to follow me? I have arranged an empty row in the next cabin for you if you would like" and it was even a window!! I slept like a baby and it made a very positive impression on me that she had thought about me, before I had even realised there were any children/families in my cabin.

I appreciate a cabin crew walking through offering a snack or water service through the cabin every few hours (even in the middle of the night) to all the people who aren't sleeping. I think it was VA in my experience that do this very well.

Quoting baexecutive (Thread starter):
What don't you want to see from your crew?

I do not enjoy over the top and in my face customer service where they use my name every 30 seconds and they won't leave me alone for more than 10 minutes. It creeps me out and I find it unnatural.

I hate when FAs call people by their first names without being formally introduced to them first. I do not like anything more friendly than "Mr aerorobnz".

I don't like it when cabin crew hide after a meal service so that I'm hanging onto my empty tray for too long before they come and collect.


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