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Your Most Frustrating Moment As An Airline Employee  
User currently offlineusairways787 From United States of America, joined Jun 2005, 290 posts, RR: 1
Posted (2 years 6 months 2 weeks 3 days 3 hours ago) and read 6169 times:

I'm curious, I haven't seen a topic of this before...so I figured it'd be nice to share some stories. Moderators, if this isn't in the right section I do apologize. To those of who work/worked in this stressful, and every changing industry, I'd like you to sit back and ponder your most frustrating moment. We've all had them while working in aviation, but I'd like to hear your most frustrating WTF moment. I'll start out by sharing my moment where everything that could go wrong, went wrong.

It was a hot typical day on the ramp in DFW. I was due to get off work at 1330, and go and have dinner with my now "ex"girlfriend. All was going planned and I had three turns left. I should have known right then and there, when one of my co-workers opened their mouth and said, "easy day" That is where it all spiraled I should have smacked him LoL. Our first turn touched down, we get it unloaded, then loaded right back up. We are ready for push, when the captain comes over the headset..."We're not going anywhere" I get back on the headset, and find out what's going on. Low and behold a software issue on the flight deck so MX would have to come out. I call my GF, and tell her we have an aircraft grounded, and that it shouldn't be to long but to wait up I'll be home in a little bit. Boy was I wrong. Turn number 2 touches down. Same process loaded unloaded ready to go. What we didn't know was the fact the captain didn't tell us that they were having engine troubles and we would be delayed. Shortly after we find this out, we have to call our actual mechanics instead of our contract maintenance...which would take them an hour to get there, ontop of even looking at it.

So I make another phone call to my girlfriend and tell her I was sorry but I will be home late. It's amazing how upset a female can get when they don't understand the situation, especially when you had dinner plans LOL "dont worry ladies I still love you  " Maintenance gets out there fixes the software glitch "turn number 1" and that aircraft is due to push. By the time we are ready to push, our turn number 3 touches down, so now we have to push this aircraft out and hold the other because the motto at my company, and many rampers can attest "do what you can with what you got" As I'm ready to marshal in this aircraft the DFW airport crew decides right then and there they want to change over our signs on our jetways. I inform them "we don't have time for this as I only have two gates, and I'm not holding an aircraft and burning money for you to change a sign" Ten minutes later LoL, I bring the plane in after the sign was changed. It pulled into the gate, we now learn this aircraft needs a tire change FML!

While our "contract" mechanics work on that aircraft changing tires, our mechanics are finishing up the other, which we are told needs an airstart...no biggie we've done this before. I check the fuel, and the battery on our "brand" new airstart, all is well. I bring it over to the Number 1 rear engine, and after hooking it up, our ONLY airstart decides the battery just wants to die right then and there. I remember thinking to myself, could this get any worse? Right then and there one of our rampers GF goes into labor, perfect timing huh? So going from 4 rampers into one hell of a situation, trying to comprehend what all is happening, I call my Ops and inform them the airstart is broken, we lost a ramper, and now I'm going down to US to borrow theirs. To this day I can't thank US enough for their kindness in allowing us to borrow their airstart, if any of you US folks are in DFW and reading this thank you! You truly saved our day.

I bring the dinosaur airstart over from US, one problem. With us being used to our new airstart we had NO idea on how to work this ancient thing. I still remember looking up in the pax windows and the look of confusion on their face with three rampers huddled around a piece of equipment with a WTF look on their face. Highlight of my day. We finally got the rest of the two broken airplanes out, 4 hours late a piece. My 8 hour day turned in a 20 hour day, but to add to it, I had to turn right around and be at work in 5 hours.

I'd love to hear your stories, as even though we may work for different carriers, we all share two things in common. We all work hard to ensure our companies succeed, and we all have a passion for aviation. You may say you don't even after 30 years of doing it, but we all could have done something different with our lives but didn't.

US787


"Pre departure walk around complete, all doors closed, ready for pushback"
37 replies: All unread, showing first 25:
 
User currently offlinesaab2000 From Switzerland, joined Jun 2001, 1609 posts, RR: 11
Reply 1, posted (2 years 6 months 2 weeks 3 days 2 hours ago) and read 6073 times:

Waiting. Hurry up and wait. The wasted time kills me. Not really anyone's fault, it's just part of the business. But airline employees like doing stuff and waiting just goes against that nature I think.


smrtrthnu
User currently offlineSandroZRH From Switzerland, joined Feb 2007, 3414 posts, RR: 50
Reply 2, posted (2 years 6 months 2 weeks 2 days 22 hours ago) and read 5649 times:

Everytime i fly to Spain...

User currently offlineapodino From United States of America, joined Apr 2005, 4124 posts, RR: 6
Reply 3, posted (2 years 6 months 2 weeks 2 days 22 hours ago) and read 5639 times:

Two things frustrate me.

ATC issues in the Northeast, even on good weather days.

The fact that my company does not fly CAT II approaches when our competitors do, especially since many situations come up where CAT II would get us in (It gets everyone else in) but we end up diverting, which really makes us look bad.


User currently offlinerunner13 From United States of America, joined Jun 2010, 237 posts, RR: 0
Reply 4, posted (2 years 6 months 2 weeks 2 days 22 hours ago) and read 5553 times:

I used to be a OO agent at BNA. When OO got the ground contract from Air Wisconsin at DEN, they were begging for TDY. I had never been there so I signed up and WOW big mistake. I had never seen such a cluster in my entire life. They had 70 people working I think 250 flights a day. Anyone know's that it's not going to go smooth. Well the gates were divided into zones, and there were 4 gates per zone except at the end of the horseshoe where they could park like 6 planes. Well my first night we were working 4 gates with 3 people with 4 in 4 out all day long. Yeah didn't go very well, one towbar per zone 2 beltloaders per zone, and no bag runners in sight. It was like this for my 5 days out there. Never thought I could load and unload a fully loaded CRJ-700 without a belt loader by myself. I don't even want to think what kind of ramp delays they incurred those first few weeks. I went back out there to work before I got furloughed and it was so much easier and smoother. Two gates per zone, 4 people per zone, and one would come in, offload, the 2nd would come in offload, then load up the 1st one, then the 2nd one. There were still some quick turns but the scheduling was a lot better. Even got some 30 min breaks thrown in there.
Also as a gate agent trying to rebook passengers, and there is absolutly nothing you can get them booked on for like a week. That is very frustrating, unlike a lot of gate agents now I actually cared, and those situations really got to me. And finally realizing that sometimes pax just get screwed and there is nothing you can do about it is very frustrating.


User currently offlineRoseFlyer From United States of America, joined Feb 2004, 9377 posts, RR: 52
Reply 5, posted (2 years 6 months 2 weeks 2 days 14 hours ago) and read 5273 times:

Since I was in the office, my experience is a whole lot different, but I'll share anyway.

I worked in engineering for a major airline. As always the executives wanted us to do more work and improve the effectiveness of our job with fewer people. We all struggled to get our job done and try to keep the airplanes in the air with a reasonable dispatch rate. Then the vice presidents thought it would be a good idea to contract out an outside company based in Atlanta to "help" us do our job. The catch is that the company in Atlanta wasn't going to do the work, but rather they further outsourced the job to people in India. The result was we would have people in India monitoring the performance of the fleet and doing high level engineering work. The executives believed that it would save time by having the outside company do the work so that they could get rid of the in-house engineers (since engineers are expensive at $60K - 100K per engineer). I probably won't be the first to say it, but if you are an engineer working on the operations and maintenance of a fleet of airplanes, it is a whole lot easier to do the job from the center of operations/maintenance than it is from a country on the other side of the planet.

This brings me to my worst day. The outsourced company brought in their team of qualified "experts" who would do the work. What had been pitched as experts turned out to be mostly people who had never worked in the aviation business and their trip from India to the United States was their first trip ever on a plane. They might have had an engineering degree, but they didn't know the difference between a passenger door and a cargo door. It would have been easier and more effective to take rampers out of the terminal and sat them at a desk with a computer (they probably would have cost the same). Six weeks of training turned into six weeks of teaching people how an airplane worked. It was nightmarish day after day teaching them. Having to show them how to cut and paste in excel, make a chart was bad. It was worse having to do airplane 101… this is how doors work, this is how hydraulics work, this is how flight controls work, etc. All the while having to do the job that I was paid to do.

The sad part was that the work produced was so useless that it all had to be redone by the engineers who originally did the work in the first place. Miserable failure. Outsourcing has its purpose, but not when it comes down to writing maintenance tasks, creating maintenance schedules, monitoring reliability and being responsible to the FAA!

[Edited 2011-10-04 16:50:12]


If you have never designed an airplane part before, let the real designers do the work!
User currently offlinedlramp4life From United States of America, joined Jun 2011, 913 posts, RR: 1
Reply 6, posted (2 years 6 months 2 weeks 2 days 13 hours ago) and read 5225 times:

When I used to work for a contract company I had so many bad days being the senior ramp lead and also working operations. The worse happened during my last two weeks there before I moved on to DL. I had to work a double in operations for the morning and mid shift. In the morning we had 6 flights depart and in the afternoon another 6. The morning shift went good, everything left on time. But when the afternoon came about and the planes started to return home to AZA, they were breaking left and right...Our afternoon flight to CID was delayed eight hours because of an engine cowling. Flight to BLI was delayed because of a late arriving Aircraft for four hours. Also inbound flight from FAR had a medical on board...I have never been so stressed. My day started at 4am and it ended at 9pm that day. I was sitting behind a desk, talking on a phone, and trying to get pumped from information from the managers and coworkers. I was pretty calm but I lost it a few times. I am glad I am not there anymore nor do I miss it


PHX Ramp, hottest place on earth
User currently offlineElevated From United States of America, joined Feb 2010, 295 posts, RR: 1
Reply 7, posted (2 years 6 months 2 weeks 2 days 11 hours ago) and read 5183 times:

Your Most Frustrating Moment As An Airline Employee?

Passengers who bitch and moan louder than crying babies because they don't get their way or agree to play by the rules.


User currently offlinem11stephen From United States of America, joined Aug 2008, 1247 posts, RR: 1
Reply 8, posted (2 years 6 months 2 weeks 2 days 11 hours ago) and read 5166 times:

When you're the ONLY gate agent working and trying to board one flight and the flight attendant on that flight is bitching at you because they have no ice (Number 1:I am not a caterer Number 2:Drink service is the last thing on my mind right now) while the captain of another flight is screaming at you to start boarding while a group of understandably upset passengers, whose flight has just been cancelled, are hovering over the podium wondering why you can't help them at the moment and you are politely asking them to please sit down.

I LOVE this job but I have learned one thing: You either have GREAT days or you have HORRIBLE days. There is absolutely no in-between.

Quoting Elevated (Reply 7):
Passengers who bitch and moan louder than crying babies because they don't get their way or agree to play by the rules.

There are some passengers who whine and complain over the most petty things like not being able to sit next to each other on a ten minute commuter flight. My response, "You will be flying on a fifty seat regional jet. Everyone is pretty much jammed in there on top of each other so even if you are at opposite ends of the plane you aren't far from each other at all."

However, as airline employees we do have to put ourselves in our passengers shoes and realize how we would react in that situation and try to empathize with them.



My opinions, statements, etc. are my own and do not have any association with those of any employer.
User currently offlineStarlionblue From Greenland, joined Feb 2004, 16908 posts, RR: 67
Reply 9, posted (2 years 6 months 2 weeks 2 days 11 hours ago) and read 5153 times:

Quoting RoseFlyer (Reply 5):
Outsourcing has its purpose, but not when it comes down to writing maintenance tasks, creating maintenance schedules, monitoring reliability and being responsible to the FAA!

The problem isn't outsourcing in itself. The problem is the outsourcer not delivering what they should. And probably the customer (your company) not specifying the order accurately enough.

Plenty of airlines outsource maintenance to outfits like Lufthansa Technic. You won't find that sort of situation there.



"There are no stupid questions, but there are a lot of inquisitive idiots."
User currently offlinerunner13 From United States of America, joined Jun 2010, 237 posts, RR: 0
Reply 10, posted (2 years 6 months 2 weeks 2 days 9 hours ago) and read 5123 times:

Quoting m11stephen (Reply 8):
When you're the ONLY gate agent working and trying to board one flight and the flight attendant on that flight is bitching at you because they have no ice (Number 1:I am not a caterer Number 2:Drink service is the last thing on my mind right now) while the captain of another flight is screaming at you to start boarding while a group of understandably upset passengers, whose flight has just been cancelled, are hovering over the podium wondering why you can't help them at the moment and you are politely asking them to please sit down.

Been there done that too many times. This is an acutal letter written to OO about me.
This letter was sent to me from corporate headquarters.

Passenger Candi Minus called to compliment Zachary for handling not only their denied boarding situation, but handling another canceled flight and one that was in the process of boarding. She also said he was "like a magician" to watch because he was so cordial, polite, and very apologetic to the passengers that were inconvenienced, yet handled everything with so much ease that he was entertaining all the passengers that were watching him. He was handing out vouchers for meals, hotels, and compensation at the same time boarding a flight and helping make arrangements from the canceled flight. She said we should clone him! Great job and an awesome compliment.
I acutally preferred working the gates by myself because other people just got in my way.
Now that I've patted my own back I'll tell another story that I think was the most frustrating but I just didn't care.
I was a seasonal transfer with OO in ASE back in 2008. It was the week of the X-games and the last night. I was pumped about watching Shaun White that night after work and just didn't care. Well after a day of long delays and cancellations, (typical day at ASE) I was at the gate helping work the last flight of the night to LAX. Basically just doing more administrative stuff for the flight, then all of a sudden we started getting a 20 knot tailwind with snow and a wet runway. The flight was fully booked with 100+ bags. With the tailwind, and wet runway the flight was highly weight restricted. First they said no bags. Ok pax would be pissed but no big deal really, then they came back with the pax numbers. 3, thats right 3 pax could go. We narrowed it down to two pax that were on F fares, and one with an upgrade that had the highest status. Then there were no seats out of ASE to anywhere for 4 days, on top of that with the X-games in town there were no hotel rooms anywhere in the valley. About that time my shift was over and I got the hell out of dodge. Can you imagine 63 involuntary denied boardings with no hotel rooms, I got some dirty looks as I was leaving but I didn't care. I got really burned out in ASE and at this point didn't care. They had plenty of people to help with the situation, and I never asked what they did to help everyone. I did however watch Shaun White win another gold medal in the half pipe and got on ESPN.


User currently offlineHAWK21M From India, joined Jan 2001, 31568 posts, RR: 57
Reply 11, posted (2 years 6 months 2 weeks 2 days 4 hours ago) and read 5049 times:

Probably the WAIT....

In Maintenance the pressure is always on.
Its how to balance OTP [on time performance] with no compromise on safety.
Added to the Slot timings at Airports....If a Flight loses its departure slot it goes back to the end of the que.
A Mx delay >15 mins requires a lot of reporting with details to the regulatory authorities.

Some Airports have noise pollution restrictions that prevent a ground run between certain times....This delays Mx action unnecessary.Further adding to delays in scheduled flights.

A NOTAM of runway closure only compounds things.

So when you speak of a frustrating moment there are many mainly linked to the wait beyond ones control during work.



Think of the brighter side!
User currently onlineflipdewaf From United Kingdom, joined Jul 2006, 1540 posts, RR: 1
Reply 12, posted (2 years 6 months 2 weeks 1 day 21 hours ago) and read 4915 times:
Support Airliners.net - become a First Class Member!

Quoting runner13 (Reply 4):
I used to be a OO agent at BNA

Do you know James Bond?

Fred


User currently offlinewn700driver From , joined Dec 1969, posts, RR:
Reply 13, posted (2 years 6 months 2 weeks 1 day 16 hours ago) and read 4765 times:

Quoting usairways787 (Thread starter):
I call my Ops and inform them the airstart is broken, we lost a ramper, and now I'm going down to US to borrow theirs.

Lol, right then I knew this was going from bad to worse. Last week a 319 actually went AOG when its apu was inop and could not be started with that thing. Did you guys run it for a while still when you were done? Because if you don't she's real hard to start again later. I seriously hate that thing...

Quoting Starlionblue (Reply 9):

Plenty of airlines outsource maintenance to outfits like Lufthansa Technic. You won't find that sort of situation there.

Yup. Vague specifications will damn any otherwise decent arrangement. Outsourcing has a bad rep because of that, but the truth is that it is just as much a problem with in house MX as well.

Quoting HAWK21M (Reply 11):

Some Airports have noise pollution restrictions that prevent a ground run between certain times....This delays Mx action unnecessary.Further adding to delays in scheduled flights.

It's ridiculous. There's that same problem at KDFW. Look at KDFW on google maps sometime, and you'll see how stupid that requirement is. I've actually rode out on planes that have had their flaps retracting already... while we still over KDFW property!!!


User currently offlineusairways787 From United States of America, joined Jun 2005, 290 posts, RR: 1
Reply 14, posted (2 years 6 months 2 weeks 1 day 15 hours ago) and read 4759 times:

Quoting wn700driver (Reply 13):
Lol, right then I knew this was going from bad to worse. Last week a 319 actually went AOG when its apu was inop and could not be started with that thing. Did you guys run it for a while still when you were done? Because if you don't she's real hard to start again later. I seriously hate that thing...

Yeah, it was weird, we started it up, let it run and then spool down automatically. Just one of those are you Fing kidding me moments.

US787



"Pre departure walk around complete, all doors closed, ready for pushback"
User currently offlineHAWK21M From India, joined Jan 2001, 31568 posts, RR: 57
Reply 15, posted (2 years 6 months 2 weeks 1 day 5 hours ago) and read 4624 times:

Quoting wn700driver (Reply 13):

It's ridiculous. There's that same problem at KDFW. Look at KDFW on google maps sometime, and you'll see how stupid that requirement is. I've actually rode out on planes that have had their flaps retracting already... while we still over KDFW property!!!

It sure is......At times even running of the APU is not permitted....Do you want Mx to do their job or not.....crazy.

People buy houses near the Airport,then complain on the noise & the airport work gets restricted to give those people less noise disturbance.



Think of the brighter side!
User currently offlineMX757 From United States of America, joined Aug 2005, 628 posts, RR: 12
Reply 16, posted (2 years 6 months 2 weeks 1 day 4 hours ago) and read 4612 times:

The day they announced that we (CO) were merging with United.   


Is it broke...? Yeah I'll fix it.
User currently offlineDC8FriendShip From United States of America, joined Apr 2005, 242 posts, RR: 3
Reply 17, posted (2 years 6 months 2 weeks 13 hours ago) and read 4401 times:

Quoting MX757 (Reply 16):
The day they announced that we (CO) were merging with United

The good thing is Jeff Smisek will be the CEO of the whole thing. The bad thing is Glenn Tilton is involved in the venture for two more years.



Come fly the Friendly Skies of United
User currently offlineplanenut767 From United States of America, joined Jun 2009, 64 posts, RR: 0
Reply 18, posted (2 years 6 months 2 weeks 12 hours ago) and read 4373 times:

Quoting DC8FriendShip (Reply 17):
The good thing is Jeff Smisek will be the CEO of the whole thing. The bad thing is Glenn Tilton is involved in the venture for two more years.

That should be restated as "there's bad news" and "there's terrible news". As for my bad days they always seem to involve management and their flashes of brilliance on how to fix a problem banghead .

[Edited 2011-10-06 19:11:17]

User currently offlineHAWK21M From India, joined Jan 2001, 31568 posts, RR: 57
Reply 19, posted (2 years 6 months 2 weeks 6 hours ago) and read 4271 times:

Wonder when Aviation will turn profitable in a big way  


Think of the brighter side!
User currently offlinecotparampguy From United States of America, joined Jul 2008, 224 posts, RR: 0
Reply 20, posted (2 years 6 months 1 week 6 days 12 hours ago) and read 4036 times:

I don't get frustrated a lot as an airline employee, but I really hate when I get a team of guys that think it's perfectly okay to hang out in the bin and let the other guy do all the work. I guess that's probably an issue everywhere you go, though.

I think my most frustrating moment was when a 757 at my old job broke. We uploaded the aircraft, then ops called us to hold off (too late) because they had an issue with the window heater. Then, we got another call saying we had to download the airplane. We downloaded the airplane and then an hour later they said they were just going to fly it over at a lower altitude. We said okay (like we wanted another RON to clean!) and loaded it back up. Then, we get another call saying the flight is canceled and to take all the bags and dump them on the carousel for baggage to sort through! What a night.


User currently offlineHAWK21M From India, joined Jan 2001, 31568 posts, RR: 57
Reply 21, posted (2 years 6 months 1 week 6 days 6 hours ago) and read 3969 times:

Quoting cotparampguy (Reply 20):

Is this term upload & download common.....out here its referred to as Loading & Offloading.....Just curious.



Think of the brighter side!
User currently offlineusairways787 From United States of America, joined Jun 2005, 290 posts, RR: 1
Reply 22, posted (2 years 6 months 1 week 5 days 14 hours ago) and read 3827 times:

Quoting HAWK21M (Reply 21):

Yes in the U.S. we typically refer to it as upload, and download.



"Pre departure walk around complete, all doors closed, ready for pushback"
User currently offlineQANTAS747-438 From United States of America, joined Jan 2001, 1886 posts, RR: 2
Reply 23, posted (2 years 6 months 1 week 5 days 9 hours ago) and read 3754 times:

Quoting HAWK21M (Reply 21):
Is this term upload & download common.....out here its referred to as Loading & Offloading.....Just curious.
Quoting usairways787 (Reply 22):
Yes in the U.S. we typically refer to it as upload, and download.

I've never heard those terms used in that context in the US. We use Loading and Offloading.



My posts/replies are strictly my opinion and not that of any company, organization, or Southwest Airlines.
User currently offlineHAWK21M From India, joined Jan 2001, 31568 posts, RR: 57
Reply 24, posted (2 years 6 months 1 week 5 days 9 hours ago) and read 3751 times:

Quoting usairways787 (Reply 22):

Yes in the U.S. we typically refer to it as upload, and download.
Quoting QANTAS747-438 (Reply 23):

I've never heard those terms used in that context in the US. We use Loading and Offloading.

Aviation terminology states Loading & Offloading.Uploading/Downloading is the term used with Computer technology.We use the former out here.



Think of the brighter side!
25 usairways787 : Interesting as we use the term where I worked.
26 N6238P : The most frustrating point of my airline life was walking the ramp with my supervisor and we found a wheel castor off a cart lying across the line in
27 B777LRF : Many, many, years ago I worked as a red cap to pay for fuel to power rattly old Cessnas, Pipers and Beech Barons. It was, incidentially, during my tim
28 Starlionblue : I'm not in the industry, but I've always enjoyed working with Dutch people when I've had the chance. I know stereotypes only go so far, but almost wi
29 Post contains images HAWK21M : These can be frustrating undoubtly......You want to help fast but if you do you'll be violating regulations I wonder if its a choice between violatin
30 charlienorth : As a Maintenance Controller...when mechanics call and ask "what should I do now?"...you're the professional figure it out yourself, call your lead or
31 Babybus : 1) When a plane went tech and the crew don't know what time the new departure time will be, the flight deck don't know and the operations department k
32 HAWK21M : Troubleshooting takes time depending on the spares & equipment present at that time. AME/AMTs can give a theoritical time frame but its not neces
33 fuelfool : I am sorry, but the reason I LOVE working in aviation is because it is so dynamic. Every day is different. It is only frustrating if you allow it to b
34 HAWK21M : Very true....Its Important to keep the passion going.....
35 wn700driver : I only ever ask that MX control when I want someone to tell me it's okay to get into something that may take a while. Nothing worse than pissing into
36 tb727 : Wow, that couldn't be any more true!! I've always tried to come up with an answer for those types of days, that is a new phrase I will have to rememb
37 HAWK21M : Very Well stated.......Very true too.
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