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What Makes Inflight Service Good?  
User currently offlineILUV767 From United States of America, joined May 2000, 3141 posts, RR: 8
Posted (12 years 1 month 1 day 13 hours ago) and read 2589 times:

Hi Everyone:

Im a firm believer of "its not about what you get, its about how you get it." I've had flights that were beverage service flights and found them to be more enjoyable than flights with mulitple meal services.

For me, somethings that makes inflight service good are:
-free entertainment
-frequent water walks/coffee walks down the aisle
-full can of soda with out me asking
-friendly crew who takes time to talk to you, even if its only while they are working at your row
-a crew that pays attention to your needs. If you run out of a beverage, having them offer you another one is always nice.

So what do you think...what makes inflight service good? What makes it bad? Is having a 5 course meal on a 2 hour flight good service, or would having a simpler presentation and a more attenative crew be better?

I L U V 7 6 7

24 replies: All unread, jump to last
 
User currently offlineCapt.Picard From , joined Dec 1969, posts, RR:
Reply 1, posted (12 years 1 month 1 day 12 hours ago) and read 2583 times:

I think a happy crew is essential; that's what I need on my flight...people who, from the expression on their faces, are obviously enjoying their job tremendously.

Two airlines stick out, and they couldn't be more different in the service they provide: Easyjet (who's crews seem to constantly be smiling) and Virgin, whose crews seem to love handing out boiled sweets before landing.

I reckon it's the crew you have that can make or break your flight experience.

Regards


User currently offlineEnglandair From United Kingdom, joined Oct 2000, 2228 posts, RR: 3
Reply 2, posted (12 years 1 month 1 day 8 hours ago) and read 2538 times:

I aggree. It's the little things that make all the difference.
For example, as you said VS handing out sweets to suck on landing so your ears don't hurt & a smiling crew really gives a good impression.
Good customer service costs very little.  Smile/happy/getting dizzy


User currently offlineEnglandair From United Kingdom, joined Oct 2000, 2228 posts, RR: 3
Reply 3, posted (12 years 1 month 1 day 8 hours ago) and read 2536 times:

....and good manners! Saying please and thank you and addressing your customers with a Sir/Madam gives them a very positive impression of your company. It costs nothing, so it's a shame some cabin crews just don't bother.

User currently offlineSaintsman From United Kingdom, joined Mar 2002, 2065 posts, RR: 2
Reply 4, posted (12 years 1 month 1 day 8 hours ago) and read 2533 times:

"and Virgin, whose crews seem to love handing out boiled sweets before landing."

I've never flown Virgin, but I took that statement to mean that the flight's nearly over and that they will be glad to see the back of you. Please enlighten me.

FA's who appear to be genuinely enjoying their work usually makes the difference.


User currently offlineSdate747 From United States of America, joined Oct 2000, 272 posts, RR: 0
Reply 5, posted (12 years 1 month 1 day 8 hours ago) and read 2527 times:

LAME:
$5 that American charges you to watch their crap movies in their noisy cabin. I think for every $5 they make that way they lose $100 in returning customer business.

Pouring a soda into that flimsy little cup when they know you have your eyes on the entire can

GOOD:
When your flight is delayed 2 hours because the brakes on the landing gear need fixing, and so the FAs make the hard drinks on the flight free of charge
(happened to me on DEN-YYC on June 15th, 2002)

When you ask for OJ and the FA says ("Would you like vodka with that? It'll help you sleep better"). Happened to me on Lufthansa IAD-FRA, I was 19 at the time.

You board a LAX-IAD flight and find out its a 777 basically doing an almost empty run , instead of the usual cramped up 757 you are used to taking. You ask the FA's if you can switch up from Y class and they willingly oblige. You get a B class seat (next seat is empty), with Channel 9 and a window Seat


User currently offlineKROC From , joined Dec 1969, posts, RR:
Reply 6, posted (12 years 1 month 1 day 8 hours ago) and read 2524 times:

When I fly, I expect nothing, or at least plain basic service. I don't expect a foot massage, a whole can of pop, 4 star 7 course meal. I have yet to have an unpleasant flight.

User currently offlineAirNewZealand From New Zealand, joined Oct 2000, 2542 posts, RR: 6
Reply 7, posted (12 years 4 weeks 14 hours ago) and read 2448 times:

LOL..
Englandair...
At my last customer service course for which i had to take for my last job being a waiter, we were told NEVER to address customers by sir/madam. Some people donot like it and can get quite upset about it. LOL...
Maybe its a New Zealand thing? Maybe not...

Dave...
Long time no see buddy...must right ya an E-mail!! LOL...Anyways...
If anyone has travelled AirNZ or Korean Air, then that is what i expect. They lead the way in great customer service skills, beverages, food and seating. Maybe some other airlines can learn off them??

LOL...
Catchya guys
Mike

Ps..I wouldnt say i EXPECT it...but it would be nice. I love Cabin crews who love to be there, and love to talk to the passengers. I also love it when they are really strong willed in what they do, and how they represent their airline!! This is why i feel so deep about AirNZ, as every person who works for them...weather that be Cabin crews, Check-in agents, Reservations, love to work for them, and love to represent them in a great way!!

CU!


User currently offlineB737-700 From , joined Dec 1969, posts, RR:
Reply 8, posted (12 years 4 weeks 14 hours ago) and read 2441 times:


The most important for me is that they offer you drinks on longhauls, especially at night. Also a smile when getting your food/drink is very nice.


User currently onlineSuperfly From Thailand, joined May 2000, 39851 posts, RR: 74
Reply 9, posted (12 years 4 weeks 12 hours ago) and read 2427 times:

I am with Sdate747 on this one.

Actually cool looking galley carts do it for me.  Big grin Big grin


Just kidding.  Smile



Bring back the Concorde
User currently offlineOE-LDA From , joined Dec 1969, posts, RR:
Reply 10, posted (12 years 4 weeks 12 hours ago) and read 2425 times:


For me, the ultimate service is when the cabin crew addresses me with my name. That's when I am really impressed. But that does not happen very often.

Regards, OE-LDA


User currently offlineEnglandair From United Kingdom, joined Oct 2000, 2228 posts, RR: 3
Reply 11, posted (12 years 4 weeks 10 hours ago) and read 2410 times:

Mike,

It's definitely a New Zealand thing  Wink/being sarcastic Big grin


User currently offlineCapt.Picard From , joined Dec 1969, posts, RR:
Reply 12, posted (12 years 4 weeks 10 hours ago) and read 2400 times:

Saintsman,

I didn't know that was an expression in the states!

The Virgin crew hand out candy, as sucking it helps to adjust your ears to the changing pressure as you descend (I think....).

Regards


User currently offlineCmk10 From United States of America, joined Feb 2004, 513 posts, RR: 3
Reply 13, posted (12 years 4 weeks 5 hours ago) and read 2377 times:

6 Things
1. The Food
2. The Food
3. The Food
4. The Food
5. How many cabin walk throughs there are.
6. The Food.
For me, a meal really makes my flight enjoyable, i have always cleaned my tray (except once on KLM when the flight attendant answered apon being asked the content of my dinner, responded with "its brown). If i get the food its a good flight for me.
DC-10's Forever



"Traveling light is the only way to fly" - Eric Clapton
User currently offlineUAL Bagsmasher From United States of America, joined Sep 1999, 2146 posts, RR: 10
Reply 14, posted (12 years 4 weeks 4 hours ago) and read 2370 times:

I second the motion! I'm at the point now where if I can't get F or C class and get a meal, I just stay home Smile/happy/getting dizzy

User currently offlineAussiestu From Australia, joined Mar 2001, 780 posts, RR: 1
Reply 15, posted (12 years 4 weeks 3 hours ago) and read 2354 times:


Passengers who say please and thankyou and respond to you when you ask them a question........ie: take off their headsets and listen to what i have to say. Good inflight service works both ways!!!!! Happy flying!


User currently offlineArtsyman From United States of America, joined Feb 2001, 4745 posts, RR: 34
Reply 16, posted (12 years 4 weeks 3 hours ago) and read 2353 times:

I think for me it is not just the friendly smile, it is the look on the face of the FA when they are seving people. Do they have a look of, I will go out of my way to help you, or do they have that look of 'What the #$#% do you want?, what makes you think I am going to bring you anything....er..don't bother asking me for anything or I will make your life a misery.

Jeremy


User currently offlineBA DC-10 From United Kingdom, joined Jul 2001, 145 posts, RR: 0
Reply 17, posted (12 years 3 weeks 6 days 22 hours ago) and read 2322 times:

I like cabin crew who although are kind and friendly, remain quite discrete and proffesional, i.e. they aren't in ur face constantly. BA is great for this, Qantas less so.

Bad service is from crew who sling food at you, and really dont seem to care about their jobs, for example Alaska Air!


User currently offlineAna767 From United States of America, joined Sep 2000, 138 posts, RR: 0
Reply 18, posted (12 years 3 weeks 6 days 22 hours ago) and read 2313 times:

I have to agree with Cmk10. Of course friendly crews are always nice, but food always does it for me. Nothing can make a flight like something decent to eat. On the other hand, nothing gets on my nerves more than a cheap (or nonexistant) meal or snack.

User currently offlineNonrevman From United States of America, joined Nov 2001, 1297 posts, RR: 1
Reply 19, posted (12 years 3 weeks 6 days 22 hours ago) and read 2311 times:

A smile and a good attitude can overcome any shorfall of meals, drinks or in-flight entertainment in my book.

User currently offlineUal777contrail From , joined Dec 1969, posts, RR:
Reply 20, posted (12 years 3 weeks 6 days 21 hours ago) and read 2300 times:

i agree with pretty much all of you, a smile for me makes the flight good.a friendly flight attendant and my own ptv not a big jumbo tron that everyone has to watch the same lame movie or inflight news from msnbc,i can watch cnn at home.



ual 777 contrail


User currently offlineJAL From Canada, joined Apr 2000, 5084 posts, RR: 8
Reply 21, posted (12 years 3 weeks 6 days 21 hours ago) and read 2296 times:

Comfortable seats ; Smiling,helpful and friendly flight crew ; Edible meals ; Great entertainment system.


Work Hard But Play Harder
User currently offlineType-rated From United States of America, joined Sep 1999, 4984 posts, RR: 19
Reply 22, posted (12 years 3 weeks 6 days 20 hours ago) and read 2285 times:

Like everyone else, I prefer to have the inflight crew seem like they take an interest in their job. Smiles, yes. Bored faces, no.
I look at the service as the interaction between cabin crew and passenger.
Helpful, freindly and available. The thing that IRKS me the most are the disappearing F/A's. We've all seen it. They drop your meals on your tray table and then disappear for most of the flight, only to reappear to pick up the trays for landing. If you need a second cup of coffee, the answer will be "Sorry sir, we are too close to landing for that". Where have YOU been for the last 3 hours so I could ask for it earlier?  Pissed
Like an earlier post said, you can have great service on a flight that offers only beverage service, it's all about how it's played out along the way.



Fly North Central Airlines..The route of the Northliners!
User currently offlineYyzcabincrew From United Arab Emirates, joined Apr 2002, 101 posts, RR: 0
Reply 23, posted (12 years 3 weeks 5 days 23 hours ago) and read 2251 times:

"Passengers who say please and thankyou and respond to you when you ask them a question........ie: take off their headsets and listen to what i have to say. Good inflight service works both ways!!!!! Happy flying!"

VERY GOOD POINT!!!

nothing worse than asking a pax "would you care for red or white wine?" and their response is "Yes"......OK yes for what???? Red white or should i pour you a ROSE!.

However I am a firm believer that the crew sets the tone for the fight weather it be a 30 min or 16 hour flight.


User currently offlineKestrel From United Kingdom, joined Jul 2002, 93 posts, RR: 1
Reply 24, posted (12 years 3 weeks 5 days 22 hours ago) and read 2242 times:


Yyzcabincrew makes a good point about the crew setting the tone for the flight. I fly for a European charter airline (that has had more than it's fair share of air rage incidents & generally increasingly abusive passengers). During the pre-flight safety brief, I always emphasise to the passengers that it is a requirement that ALL crewmember instructions are complied with, and that failure to do so may be a breach of the Air Navigation Order. To mention this is certainly not company policy (I think something similar may be announced/printed on the safety cards on US airlines), and I am aware that many of the passengers we carry may not be able to comprehend this statement; but atleast for the majority it reminds them that safety does take priority over cabin service.

I think the crew's attitude is one of the main factors in how much a passenger enjoys their flight - if the team get on well and look genuinely happy in their job, a multitude of sins such as no IFE, special meal not loaded, tray table broken etc - will more often be overlooked than if the crew consists of a miserable looking bunch who seem to think that if they smile/laugh/have any friendly banter with pax & colleagues their face may crack!

I can honestly say that 99% of us go out of our way to help passengers, are polite and friendly in a down to earth way - UNLESS - the passenger is rude or abusive for something that we have already apologised about, and is usually no fault of our's. More often than not, the unhappy passenger is the one who has 'never flown charter before', and is appalled that they have to PAY for IFE headsets, drinks (small cans of juice 70p, miniatures ??2.50), the legroom is very limited, and the latest innovation : paying more to guarantee all members of your party will be seated together(??10 per pax), paying even more for an exit/legroom seat and paying another ??10 per person if you wish to have a (very compact) meal on the flight.

Despite the frequent problems we encounter, more often than not when the pax are disembarking I hear a good deal of praise for the crew(and this does get appreciated by us), but regrettably very few positive comments about the company!


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