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Impressive Service On CI Flight  
User currently offlineBrenintw From Taiwan, joined Jul 2006, 1644 posts, RR: 1
Posted (5 years 10 months 3 weeks 5 days 8 hours ago) and read 2438 times:

Hi everyone,

A couple of weeks ago, I flew to PEN for a weekend break. I decided to fly CI and got to experience my first flight in a 738.

We've all read about drunk passengers becoming disruptive and creating problems when the crew refuse to serve them more alcohol, and we had a passenger on this flight who had been drinking and was starting to get ... well, demanding. I was very impressed with the way the crew handled the situation, and sent the following mail to the VP of passenger services at CI:

Quote:
I would like to take this opportunity to bring to your attention the superb way that the crew on board my flight from Taipei to Penang on 10 October 2008 handled an intoxicated passenger. The passenger was traveling with a group of sportsmen, and I believe that if the situation had been handled differently, it could have got unpleasant for everyone involved, and could well have resulted in the flight having to be diverted.

I noticed the passenger in question drinking Vodka in the boarding lounge prior to boarding, and at the time I saw him, he'd consumed approximately 1/5 of the bottle. Boarding was accomplished and the flight departed without incident. As the captain announced to the crew that we were at 10,000 feet, the passenger pressed the bell and asked for a double gin and tonic. He requested quite a few of these before the meal was served, and I believe I saw him remove a beer from the drinks cart during the meal service.

At one point in the flight, the captain lighted the seatbelt sign since we were going through turbulence. The passenger and other members of the group he was traveling were still walking around the cabin and continually pressing the bell to ask for more alcohol.

The crew was refusing to serve him, or anyone in his group, more alcohol, and he appeared to be getting upset at the decision -- pressing the bell multiple times, and at one time walking towards the back of the aircraft to obtain alcohol. Eventually the purser on the flight approached the passenger and spoke to him. I didn't overhear any of the conversation, but the passenger stopped asking for more alcohol after the purser had spoken to him.

I would like to pass my compliments to all the crew for the professional manner in which they handled the passenger. I applaud them for continuing to refuse to serve the passenger alcohol despite his persistent (and I'm sure annoying) requests and rather childish behavior. In particular I was impressed with the way that the purser handled the passenger. As I mentioned, I didn't hear what she said, however the results speak for themselves. She handled the situation with appropriate firmness and calmness to prevent it escalating further, while impressing upon him that he would not be served further alcohol and to stop asking.

After the purser had spoken to him, the passenger stopped ringing the bell and settled down quietly for the rest of the flight.

In my opinion, the purser's actions and way of speaking to the passenger prevented any further problems from devloping, and enabled all of us to make it to the destination in a timely manner without the threat of a possible diversion due to a disruptive passenger.

This morning I got a reply from him telling me that the crew would be commended for their actions and professionalism.

To all the cabin crew out there: Thanks for the superb work you do. This was the first time I'd really seen how important it is to walk the fine line between being a politician and being a policeman.


I'm tired of the A vs. B sniping. Neither make planes that shed wings randomly!
7 replies: All unread, jump to last
 
User currently offlineConcordeBoy From , joined Dec 1969, posts, RR:
Reply 1, posted (5 years 10 months 3 weeks 5 days 8 hours ago) and read 2424 times:

I've heard that there service is outstanding.... sad that I'll never get the chance to try it, as I'd never dare step foot in one of their aircraft.

They don't call that airline "Die-Nasty" for nothin'  Sad


User currently offlineBrenintw From Taiwan, joined Jul 2006, 1644 posts, RR: 1
Reply 2, posted (5 years 10 months 3 weeks 5 days 7 hours ago) and read 2358 times:



Quoting ConcordeBoy (Reply 1):

While you're welcome to your opinions, I've flown CI a couple of times now and never had any concern for my safety.

Sure, CI went through a torrid time with safety some years ago, but the steps taken by CI to improve safety have paid off. CI has one of the newest fleets flying today, pilot training is done by schools in the US and Australia, CRM has been implemented and maintenance improved substantially.

Yes, there have been incidents recently -- however, they haven't been due to causes unique to CI (which is borne out by the consequences that aren't published in the media).

I will happily set foot on a CI plane -- something I would not have willingly done a few years ago.



I'm tired of the A vs. B sniping. Neither make planes that shed wings randomly!
User currently offlineTristanHNL From Hong Kong, joined Apr 2006, 174 posts, RR: 0
Reply 3, posted (5 years 10 months 3 weeks 5 days 6 hours ago) and read 2312 times:

I think just as some people are afraid to fly even though statistics clearly show air travel to be a very safe mode of commute, some people are scared to fly CI for their shaky past safety record. It may take a few more accident-free years before negative associations of such a record with the airline begin to fade.

But I have taken CI a number of times and definitely agree with you! CI really is the underdog among quality Asian carriers. While the hard product, especially in the premium cabin, may be trailing, the soft product is outstanding and on par with the likes of SQ, CX, MH and TG. I've had nothing but excellent customer service from the beginning to the end of each trip. Both ground crew and cabin crew never ceased to be attentive, helpful and friendly. Golly I sound like a commercial for them  tongue  But seriously I wish more people would just try them to see how great they are!



Hong Kong: truly Asia's world city!
User currently offlineBrenintw From Taiwan, joined Jul 2006, 1644 posts, RR: 1
Reply 4, posted (5 years 10 months 3 weeks 5 days 6 hours ago) and read 2281 times:



Quoting TristanHNL (Reply 3):
While the hard product, especially in the premium cabin, may be trailing

I'm hearing very positive rumors on this front.



I'm tired of the A vs. B sniping. Neither make planes that shed wings randomly!
User currently offlineConcordeBoy From , joined Dec 1969, posts, RR:
Reply 5, posted (5 years 10 months 3 weeks 5 days 5 hours ago) and read 2246 times:



Quoting TristanHNL (Reply 3):
I think just as some people are afraid to fly even though statistics clearly show air travel to be a very safe mode of commute, some people are scared to fly CI for their shaky past safety record.

The two couldn't possibly be further from correlated.

Since the advent of the jet age, flying has essentially always been the statistically/comparatively safest form of travel.

Not so for CI.... their statistical record basically leaves them as a historical deathtrap. Sure airlines like AA and AF have been responsible for far more aggregate fatalities, but compare the two in any statistically viable metric (fatalities per RPM, number of flights, or heck, even year) then it's not even close.

As for claims of their allegedly fortified fleet training, finally gaining control over an idiotic cockpit culture based on regional culture, etc etc--- are nice and all, but rather intangible to the flying public at large.


User currently offlineMalaysia From United States of America, joined Nov 1999, 3352 posts, RR: 0
Reply 6, posted (5 years 10 months 3 weeks 5 days 5 hours ago) and read 2193 times:

I have flown CI every year since 2000. I never had a problem with them.

speaking of the 738, it does remind me of one time I got tired of the main menu in Y class and opted to special order a hindu meal Big grin (boy it was much fancier than the steamed chicken fat and rice) it had nice paneer cubes in it. That was a good 738 flight.

I never felt uncomfortable on CI nor have ever experienced intoxicated passengers on my flights other than as a GSC, yeah calling the cops on them and refusing them onboard. LAS flights... go figure. Funny how I would get suspicious at counter then I would discover them drinking more when I would scout The Bars in the terminal for my passengers.

But I guess CI did a good job. I wish Asian Staff would be a bit more creative with those types, like go looking for them in bars or lounges and keep an eye on them to prevent boarding a true intoxicated passenger.



There Are Those Who Believe That There May Yet Be Other Airlines Who Even Now Fight To Survive Beyond The Heavens
User currently offlineTristanHNL From Hong Kong, joined Apr 2006, 174 posts, RR: 0
Reply 7, posted (5 years 10 months 3 weeks 5 days 4 hours ago) and read 2150 times:



Quoting ConcordeBoy (Reply 5):
The two couldn't possibly be further from correlated.

Since the advent of the jet age, flying has essentially always been the statistically/comparatively safest form of travel.

Not so for CI.... their statistical record basically leaves them as a historical deathtrap. Sure airlines like AA and AF have been responsible for far more aggregate fatalities, but compare the two in any statistically viable metric (fatalities per RPM, number of flights, or heck, even year) then it's not even close.

As for claims of their allegedly fortified fleet training, finally gaining control over an idiotic cockpit culture based on regional culture, etc etc--- are nice and all, but rather intangible to the flying public at large.

Well, my point being there is still fear of flying CI, regardless of what the airline is doing to increase safety standards. It will take time (and we're talking years) for them to prove that their efforts bear fruit. I mean, take KE as an example. At one point they were very feared, similar to how CI is right now. But a string of accident-free years (or at least I think they've been unless I'm mistaken) has been slowly eroding their "deathtrap" image.

But I completely agree with your latter point. The captain-is-always-right mentality had got to go. It played a major role in the airline's accidents and I'm glad they rectified that!



Hong Kong: truly Asia's world city!
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