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Wow, F/A Washes My Clothes During Flight  
User currently offlineDanild From United States of America, joined Jun 2005, 122 posts, RR: 0
Posted (5 years 11 months 4 weeks ago) and read 10684 times:

WOW!!!!

My partner and I just flew Air NZ and WOW is all I can say. I work in the service industry (I'm a Travel Agent) and even though I had heard great things about Air NZ, I was NOT ready for what was going to happen.

It was a few weeks ago:

Aug. 22 Fri. NZ005
Los Angeles - Auckland
DEP. 22:30 ARR. 06:15 +2 Flight time: 12:45
Business class - OK

We took off on time, and after dinner I had an accident and spilled some chocolate ice-cream on my shirt. I thought oh well but whatever.. no big deal... Now the flight attendant comes to me and says literally "NO NO NO NO, Give it to me and I will take care of it for you!" at first I was like "She is kidding!" but kidding she was not!, she made me take it off and she washed it on the sink, she hang it to dry on the closet and gave it back spotless clean to me before landing in Auckland, NZ.

Now it is VERY CLEAR to me that this is WELL BEYOND her job description as a flight attendant and I would under no circumstances EXPECT someone to do this on a regular basis. However I DID LOVE the fact that she took ownership of my problem and solved it even without me asking her to do it. And because of that I NOW LOOOOVE Air NZ.

Now the question that I have is Why can't we all that work in the service industry sometimes go the extra mile to make some of our customer's lifes easier even if it goes beyond our job descriptions. It seems to me that more and more in the Travel industry people seem to want to do the least as possible as long as you can get by.

What do you think?????

[Edited 2008-09-24 23:11:39]

[Edited 2008-09-24 23:14:21]


Danild
23 replies: All unread, jump to last
 
User currently offlineMaxisno1 From New Zealand, joined Jul 2007, 213 posts, RR: 0
Reply 1, posted (5 years 11 months 3 weeks 6 days 21 hours ago) and read 10407 times:

That's lovely, but if a FA told me to take my shirt off I would have thought she was asking me to join the mile high club! But seriously I wonder how it dried so fast?

Glad you enjoyed your flight with NZ, and yes that certainly was a step beyond her requirements, and I hope she gets rewarded for it!

Cheers,
Max


User currently offlineCastropRauxel From Germany, joined Sep 2008, 467 posts, RR: 0
Reply 2, posted (5 years 11 months 3 weeks 6 days 20 hours ago) and read 10291 times:

Oh wow. now that is great service!
I keep hearing wonderful things about NZ and their service, seems like they are working hard to constantly improve.
I think you should write them a letter about that F/A

[Edited 2008-09-25 03:19:35]

User currently offlineMaxisno1 From New Zealand, joined Jul 2007, 213 posts, RR: 0
Reply 3, posted (5 years 11 months 3 weeks 6 days 16 hours ago) and read 9974 times:



Quoting CastropRauxel (Reply 2):
I think you should write them a letter about that F/A

Yes, adding onto my comment here is a link for you to do that as well. http://www.airnzmyvoice.co.nz/


User currently offlineJmy007 From United States of America, joined Feb 2004, 598 posts, RR: 2
Reply 4, posted (5 years 11 months 3 weeks 6 days 15 hours ago) and read 9902 times:

Intresting, but I don't think this consitutes a trip report. Love to hear more about the service on NZ LAX-AKL flight in buisness.

Quoting Maxisno1 (Reply 1):
But seriously I wonder how it dried so fast?

I would assume the relatively low humidity in the cabin had something to do with it.



Cookies are the Gateway pastry. They lead to Éclairs and Bear Claws.
User currently offlineReadytotaxi From United Kingdom, joined Dec 2006, 3258 posts, RR: 2
Reply 5, posted (5 years 11 months 3 weeks 6 days 13 hours ago) and read 9653 times:

I remember a story some years back with a FA who got food all over a guys trousers, she had him take them off and wash them some how but then put them in the oven to dry. Because of the material the trousers sort of melted and he left the plane with a blanket wrapped around his waist. But he still thought the airline was great.  Wink


you don't get a second chance to make a first impression!
User currently offlineBA319-131 From United Kingdom, joined Jan 2001, 8539 posts, RR: 54
Reply 6, posted (5 years 11 months 3 weeks 6 days 12 hours ago) and read 9514 times:
Support Airliners.net - become a First Class Member!

Not something you hear every day! - Quite amazing really!

Quoting Jmy007 (Reply 4):
Intresting, but I don't think this consitutes a trip report

- Fair point.

Quoting Jmy007 (Reply 4):
Love to hear more about the service on NZ LAX-AKL flight in buisness.

- Totally agree.

Regards

Mark



111,732,3,4,5,7,8,BBJ,741,742,743,744,752,762,763,764,772,77L,773,77W,L15,D10,30,40,AB3,AB6,A312.313,319,320,321,332,333
User currently offline123 From Bolivia, joined Nov 2003, 745 posts, RR: 3
Reply 7, posted (5 years 11 months 3 weeks 6 days 12 hours ago) and read 9510 times:

What do you think?????


I think something that fantastic deserves an appraisal letter to the flight attendant to be sent by you vía the management, with a big box of goodies. As flightattendants are seldomly "home"; sending flowers is not so good an idea....


User currently offlineQantasistheway From Australia, joined May 2008, 309 posts, RR: 2
Reply 8, posted (5 years 11 months 3 weeks 6 days 12 hours ago) and read 9498 times:

That really is a nice gesture.

Quoting Maxisno1 (Reply 1):
But seriously I wonder how it dried so fast?

Well NZ isn't really a short hop from anything other than Australia. I'm sure they had plenty of time.


User currently offlineLeskova From Germany, joined Oct 2003, 6075 posts, RR: 70
Reply 9, posted (5 years 11 months 3 weeks 6 days 11 hours ago) and read 9469 times:

I recently saw something similar happen on an OS flight from FRA to VIE: a passenger had torn a button off his jacket on the way to the airport, and a flight attendant immediately offered to sew a new button on. In a matter of minutes, he had his jacket back - with a button where he had torn the other off. This was in Economy Class.

I agree - always nice to see when people remember that being in a "Service Industry" job actually has something to do with "service".



Smile - it confuses people!
User currently offlineJeffrey1970 From United States of America, joined Apr 2001, 1336 posts, RR: 12
Reply 10, posted (5 years 11 months 3 weeks 6 days 7 hours ago) and read 9180 times:

She is someone who truly understands what customer service means. I agree I think you should write to the airline about her.


God bless through Jesus, Jeff
User currently offlineEWRCabincrew From United States of America, joined May 2006, 5523 posts, RR: 56
Reply 11, posted (5 years 11 months 3 weeks 6 days 6 hours ago) and read 9078 times:

I think she/he was a class act to do that. Bravo!!! I love hearing when customer service people, in this case, crew, go above and beyond.

It's part of the reason why we are here doing the job we love.

Thank you for sharing this with us, Danild.



You can't cure stupid
User currently offlineOjas From India, joined Mar 2008, 2975 posts, RR: 24
Reply 12, posted (5 years 11 months 3 weeks 6 days 5 hours ago) and read 9005 times:

wow amazing!!! Never knew there are still FA's who go far beyond excellence.


A lion does not concern himself with the opinions of the sheep
User currently offlinePITIngres From United States of America, joined Dec 2007, 1144 posts, RR: 13
Reply 13, posted (5 years 11 months 3 weeks 6 days 2 hours ago) and read 8736 times:



Quoting Qantasistheway (Reply 8):
Well NZ isn't really a short hop from anything other than Australia.

Only an Aussie could say that. NZ isn't a short hop from ANYWHERE.

 Smile  Smile

I agree though, that was a fine example of what distinguishes a great F/A from the run of the mill. The flight attendant job doesn't have to be hard, which means that you see many decent people who are satisfactory but not anything special. Your story is a great lesson in how to excel in a job that "isn't all that hard" according to too many managers and too many F/A's. Excellent stuff, thanks!



Fly, you fools! Fly!
User currently offlineMaxisno1 From New Zealand, joined Jul 2007, 213 posts, RR: 0
Reply 14, posted (5 years 11 months 3 weeks 6 days 2 hours ago) and read 8690 times:



Quoting Jmy007 (Reply 4):
I would assume the relatively low humidity in the cabin had something to do with it.

Yeah I was just thinking about it because If I leave a wet shirt or something on a hot day overnight it still isn't dry in the morning.

Quoting Qantasistheway (Reply 8):
Well NZ isn't really a short hop from anything other than Australia. I'm sure they had plenty of time.

Yeah true, I was thinking the above. Yes I read somewhere that we have to travel the longest to get anywhere...And the pacific islands are just as close!  Smile


User currently offlineZKSUJ From New Zealand, joined May 2004, 7106 posts, RR: 11
Reply 15, posted (5 years 11 months 3 weeks 6 days 2 hours ago) and read 8662 times:

Good to hear

Quoting Danild (Thread starter):
"NO NO NO NO, Give it to me and I will take care of it for you!" at first I was like "She is kidding!" but kidding she was not!, she made me take it off and she washed it on the sink,

I hope it wasnt said in the wrong tone, because some might confuse that to be rude. ie ":she made me take it off", might be a porno  Wink


User currently offlineEWRCabincrew From United States of America, joined May 2006, 5523 posts, RR: 56
Reply 16, posted (5 years 11 months 3 weeks 5 days 15 hours ago) and read 8396 times:



Quoting Ojas (Reply 12):
Never knew there are still FA's who go far beyond excellence.

We are many.



You can't cure stupid
User currently offlineOjas From India, joined Mar 2008, 2975 posts, RR: 24
Reply 17, posted (5 years 11 months 3 weeks 5 days 14 hours ago) and read 8345 times:



Quoting EWRCabincrew (Reply 16):
We are many.

I believe you  wink 



A lion does not concern himself with the opinions of the sheep
User currently offlineMadameConcorde From San Marino, joined Feb 2007, 10893 posts, RR: 37
Reply 18, posted (5 years 11 months 3 weeks 5 days 11 hours ago) and read 8145 times:

How old do you think she is?
It may have something to do with her education or the way her parents brought her up.



There was a better way to fly it was called Concorde
User currently offlineAA737-823 From United States of America, joined Mar 2000, 5813 posts, RR: 11
Reply 19, posted (5 years 11 months 3 weeks 5 days 10 hours ago) and read 8077 times:



Quoting Danild (Thread starter):
Why can't we all that work in the service industry sometimes go the extra mile to make some of our customer's lifes easier even if it goes beyond our job descriptions.

EXACTLY!!!!! I try to go above and beyond with my airplanes... I'm just a mechanic, but that doesn't mean I can't pick up a bottle of cleaner and spot clean the cabin! Or change seat cushion covers that weren't squawked, but are a little dirty!!! Granted, sometimes we're not in the mood to do that, but hopefully those times are the exception, not the rule.

Quoting Maxisno1 (Reply 1):
But seriously I wonder how it dried so fast?

For the same reason your sinuses dry so fast in airplanes- NO HUMIDITY.

Quoting Jmy007 (Reply 4):
Intresting, but I don't think this consitutes a trip report.

I disagree- this man's short write-up has communicated far more about Air New Zealand that the typical a.net report with 400 photos of the cities some 15-year-old flew over. Even if one of them happens to be a photo of a PTV with a sentence about what movie he watched while he played with his toy truck.
SOME reports include info and pics about the food served (my favorite part of life... I mean, a flight...) But more and more, these photo reports contain nothing I couldn't get by visiting google maps and clicking 'SATELLITE VIEW".

Quoting EWRCabincrew (Reply 16):
We are many.

Sadly, I'm not sure any more. Granted, my recent bad experience with cabin crew was because I flew a crummy airline (NW.... still need to do that dang trip report) out of a crummy hub (DTW) where attitude is the name of the game. Their MSP crews were MUCH friendlier. EWR, I know that YOU are a great flight attendant, even though I've never been on one of your flights, because of your attitude here on a.net. And I have found some GREAT crews on Continental, and Delta as well. But it seems like the definition of "average" has deteriorated in the last ten years, when it comes to genuine smiles and such.


User currently offlineDanild From United States of America, joined Jun 2005, 122 posts, RR: 0
Reply 20, posted (5 years 10 months 2 weeks 1 day 15 hours ago) and read 5983 times:

Hi all and thanks for your comments!

I actually wondered whatever happened to my post, because I coundn't find it later. I did mean to post it on the main forum but accidentally posted it as a trip report.

Just to answer a few points even if a little late, she was an older 40ish or 50ish very tall very pretty woman. I think her "No, No, No..." was a lot more on the motherly way than rude or anything.

Tha shirt dried because A) Long flight about 13 hours, B) This happened early in the flight, C) Cotton Shirt, D) Low humidity.

Of course I have sent a couple of letters of congratulations and praisals to NZ management, and I hope that this will help her get more recognition and rewards in the company. I think more often customers are a lot more willing to call or email to complain about something negative but positive interactions can go un-noticed.

Thanks again for all the comments!



Danild
User currently offlineBW424 From Trinidad and Tobago, joined Sep 2008, 1431 posts, RR: 1
Reply 21, posted (5 years 10 months 2 weeks 1 day 11 hours ago) and read 5791 times:

WOW!That is beyond impeccable service.I guess its actions like that that make people stanchly loyal to whatever airline they experienced it on.


It is what we think we know already that prevents us from learning.......
User currently offlineTravellerPlus From New Zealand, joined Nov 2008, 347 posts, RR: 0
Reply 22, posted (5 years 10 months 2 weeks 1 day 9 hours ago) and read 5791 times:

The drying effects of the low humidity are great. When I fly business class long haul, I often change into a T-shirt in the lavatory, take off my collared shirt, wet it with some water (not so much that it is dripping I might add) then have it hung in the wardrobe. At the end of the flight it is dry and the wrinkles have dropped out. An iron-free shirt pressing service.  Smile

When I was younger, I was airsick all over mum. We were on South African Airways. The stewardess insisted mum change into her overcoat so she could take mum's dress to clean it. Yes, that was long ago, but it makes a lasting impression of going above and beyond that can last a lifetime.



What goes around comes around....unless your luggage is not on the carousel...
User currently offlineCairnterriAIR From United States of America, joined Jun 2008, 404 posts, RR: 0
Reply 23, posted (5 years 10 months 1 week 1 day 6 hours ago) and read 4277 times:

What a wonderful example of someone not only going above and beyond to give customer service, but going out of the way to simply help another person in need. This post very much constitutes a trip report, as it shows something that other reports that deal pretty much with technical nitty-gritty, don't show. The goodness of the human spirit.

A great read here, and I too think that a gracious letter to the airline would be a wonderful way of saying thank you.


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