Ansett767
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Addressing Passengers By Name In J/F Class?

Tue Jan 03, 2006 2:14 am

I recently travelled in J class from LHR to SYD on Singapore Airlines and on all four flights, the singapore girls (and guys) kept addressing me by name all the time - from the time they first came round with a pre take off drink!

It was very sweet and courteous and a big change to what I was used to .... and it wasn't like they had a list all the time to refer to - yes, at the start and taking menu orders, but in the middle and towards the end, it was spontaneous and they also said goodbye by name as we walked past down the stairs from the upper deck.

Is it like this on all J class airlines? I know the few Ive flown long haul (Qantas, SAS, EL Al and SAA) haven't ever!

Is this an SQ thing?
 
corsairf/a
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RE: Addressing Passengers By Name In J/F Class?

Tue Jan 03, 2006 2:30 am

This very English, in France it is very difficult to do that cause most people does not like it...it Is like coming in their private life. They just prefer Monsieur or Madame...Different Country, different culture
 
lincoln
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RE: Addressing Passengers By Name In J/F Class?

Tue Jan 03, 2006 2:31 am

On one of my most recent CO flights I wound up up front (3rd time ever! 2xCO, 1xNW), and during the flight we weren't addressed by name (which I don't really mind--I have a moderately difficult to pronounce sur name, and I get (unreasonably) bothered when it's botched).

However, at the end of the flight, as the FA who had been taking care of us was headed back to her jumpseat in the rear of the aircraft, she stopped by each seat and thanked people individually "Mr. Jones, it's been a pleasure serving you this afternoon, and Continental appreciates your business, have a nice day", "Mr. and Mrs. Smith I hope you enjoy your time in (some city other than where this flight was going)..." ... and even more impressively, she correctly pronounced my last name.

I think on my last CO flight in first, IIRC, others in the cabin were being addressed by their surnames throughout the flight and I was just "Sir" (don't know if they didn't want to mispronounce my last name, if it was my age or what... I was on the manifest, though)... didn't mind it. Service for each of my three flights in first has equaled or exceeded most of the finer restaurants I've eaten in.

On my one NW flight in first, I don't think anyone was addressed by name. Ever.
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MrMcCoy
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RE: Addressing Passengers By Name In J/F Class?

Tue Jan 03, 2006 2:34 am

Sounds to me that you may have met a few "friendly" FAs.  Smile Are you married?
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ckfred
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RE: Addressing Passengers By Name In J/F Class?

Tue Jan 03, 2006 2:44 am

On AA domestic, F/As have the seat assignments for First, so they always address passengers when taking drink and meal orders.
 
andz
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RE: Addressing Passengers By Name In J/F Class?

Tue Jan 03, 2006 2:45 am

SAA do it, from the time you board and greet you as Mr..... then every time they come to your seat. It is a nice personal touch.
After Monday and Tuesday even the calendar says WTF...
 
DL787932ER
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RE: Addressing Passengers By Name In J/F Class?

Tue Jan 03, 2006 2:49 am

Was it by first name or last name?

I don't like it when places do this. When I book travel (or anything else involving legal documents), I use my full legal name so the name on my ticket matches my driver's license, passport, etc. But absolutely everyone I know calls me by a shortened version of that name that I've gone by my entire life. The only time I hear my full legal name is when I'm being addressed by someone I've never met. It happens frequently at stores and restaurants that try to address people by the names on their credit cards, and even though I know they're trying to be more personable, it always feels like I'm about to be pitched life insurance over the telephone.

I never mind it when someone addresses me as "Mr. _____", as would be more polite, but I can see it being possible for the same problem to exist with the last name, such as a married woman who still goes by her maiden name for professional reasons. IMO unless you've introduced yourself to the flight attendant (or whomever) so he or she knows what you prefer to be called, "Sir" or "Ma'am" (or their local language equivalent) is probably the most polite and personable address.
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CTHEWORLD
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RE: Addressing Passengers By Name In J/F Class?

Tue Jan 03, 2006 2:52 am

UA international they always address you by name in F, not sure about J and on PS too, in F they address you by name.
 
Ansett767
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RE: Addressing Passengers By Name In J/F Class?

Tue Jan 03, 2006 3:50 am

MrMcCoy - no im not  Smile But the SQ girls seem to always be friendly. The male f/a's as well - very welcoming and kept telling them that calling me Mr X wasn't cool and to just call me Malcolm! but they didn't! I think its cultural  Smile

Andz - that's interesting you say that about SAA. I haven't flown them for about 5 years ago but when I did they most certainly didn't call me anyone around me by their names!

It's just something interesting I noticed - and I think it's remarkable how they can memorise 30 names just like that! Well done SQ
 
andz
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RE: Addressing Passengers By Name In J/F Class?

Tue Jan 03, 2006 3:54 am

Quoting Ansett767 (Reply 8):
Andz - that's interesting you say that about SAA. I haven't flown them for about 5 years ago but when I did they most certainly didn't call me anyone around me by their names!

The last couple of times I have flown J international they did, which was in the last 2 years.
After Monday and Tuesday even the calendar says WTF...
 
L1011
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RE: Addressing Passengers By Name In J/F Class?

Tue Jan 03, 2006 3:56 am

Years ago in Delta domestic first class, I was addressed by name. But last week in AA first class on six different flights, they only addressed me by name on one of them, and that was after the flight attendant came around and asked each passenger his/her name and wrote it down.

Bob Bradley
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hamad
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RE: Addressing Passengers By Name In J/F Class?

Tue Jan 03, 2006 3:59 am

I have been on United BiZ and First on domestic flights, they address you by the last name especially when they are asking you for your choice of dinner or lunch. usually when i go to visit my family in Washington DC, i pick up connecting in DEN to flight 902 just because of the equipment. that flight is a continuation to Munich, so the crew, most of them especially the purser are german speaking, so you can experience international service (or at least a bit of it) on a domestic flight..
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Ansett767
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RE: Addressing Passengers By Name In J/F Class?

Tue Jan 03, 2006 4:04 am

Cool - well when they come round to take your order they usually have a list anyway - so thats the one or one of the few times they do.

What I am talking about is the way the SQ f/a's amazingly remember your name throughout the flight and constantly call you by it when addressing you.... even if you catch them off guard in the galley!... totally cool, and while it's a bit formal (hence asking them to call me by first name), its still fun and a novel experience as one doesn't get this type of service every day!

Soak it up  Smile
 
carduelis
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RE: Addressing Passengers By Name In J/F Class?

Tue Jan 03, 2006 4:15 am

At BOAC in the 60s Cabin Crew were trained to remember pax names and to always speak to pax as such. The Cabin crew Instructor showed us how to do it by getting each one of the 40 in the induction class to give our names, row by row. He immediately repeated all of them correctly, both in the same order as he'd listened, and also randomly!

For quite a while we actually did use pax names in the First cabin, sometimes aided by pinning a boarding card on the seatback in front of the pax we were talking to. People do like hearing their own name!

Similarly, when I later worked on check-in, I always spoke to the pax using his name, particularly if he'd been in a long queue surrounded by his screaming family! All you had to do was to read the name on his ticket - it was so easy, and it quite surprised the pax as he always wondered how you knew his name, especially if he was suffering from all the family stress!

Not only good Customer Service, it also shows style, and, as ever, it's so easy!
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ikramerica
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RE: Addressing Passengers By Name In J/F Class?

Tue Jan 03, 2006 4:24 am

Quoting Ckfred (Reply 4):
On AA domestic, F/As have the seat assignments for First, so they always address passengers when taking drink and meal orders.

CO try to do it on flights where they offer you a menu, though I have had them do it on shorter flights in F before, and I have had them not bother on transcon before, too.
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aerorobnz
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RE: Addressing Passengers By Name In J/F Class?

Tue Jan 03, 2006 6:41 am

Quoting Corsairf/a (Reply 1):
This very English, in France it is very difficult to do that cause most people does not like it...it Is like coming in their private life. They just prefer Monsieur or Madame...Different Country, different culture

I must be very French in personality, because I hate being called by my First name at check in. If I have the courtesy to address you as Mr/Mrs Xxxx then you should have the courtesy to do the same.
Flown to 120 Airports in 44 Countries on 73 Operators. Visited 55 Countries and counting. Wanderlust is like Syphilis, once you have the itch it's too late for treatment.
 
monkeyboi
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RE: Addressing Passengers By Name In J/F Class?

Tue Jan 03, 2006 6:47 am

At BA we are encouraged to use passenger names in the premium cabins, but most definitely in First.

In Club, I tend to use a passengers name once or twice, for example when boarding or taking a coat. I don't use it through out the flight though. Personally if I was a passenger I would hate the crew calling me 'Mr xxx' throughout the entire flight at every point of contact. I think it could come accross as being a bit false.
 
roseflyer
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RE: Addressing Passengers By Name In J/F Class?

Tue Jan 03, 2006 6:50 am

I have found that Singapore Airlines is the best at this. It seems like the flight attendant serving you and sometimes others will quickly memorize your name after you board and you will always be greated by name. US airlines try, but I have often seen the flight attendants "cheat" by carrying around a paper with names and passenger elite status on it. It depends on your flight attendant. Overall I enjoy being addressed by my last name.
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zvezda
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RE: Addressing Passengers By Name In J/F Class?

Tue Jan 03, 2006 7:00 am

The airlines I most often fly are SQ, LH, OS, and UA. On SQ, the stewards and stewardesses always use my last name -- even those from other cabins. I've never noticed an exception. On LH and OS, the Flugbegleiter usually address me by my last name and it is noticable when they fail to. On UA, it's a surprise when a flight attendant knows my name at any time other than when taking meal orders and even then some of them are clearly reading it.
 
adriaticus
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RE: Addressing Passengers By Name In J/F Class?

Tue Jan 03, 2006 7:00 am

MX and AM f/a's very frequently take the time to note their J class pax and address them by their last name. This shall always be using the "Usted" pronoun mode -non existent in English, but equivalent to "Vous" in French or "Sie" in German-; in short, in the most respectful manner possible.

I recently got a kick from the crew of LCC Interjet - the new Mexican startup; I flew with the same crew on my return trip, the next day from the first flight. All three flight attendants remembered me by name and addressed me likewise... I had never been greeted "Hello, Mr. Correa, welcome aboard" right upon crossing the door threshold of any aircraft before... I know this is not standard procedure (we had been chatting on the flight the day before), but it was surely the most welcoming boarding salute I've ever had.

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yowza
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RE: Addressing Passengers By Name In J/F Class?

Tue Jan 03, 2006 7:39 am

QR J FAs call me Mr .... when I fly them, they know my name and are very polite about it all. It's a nice touch. That said I think on some routes they have been told not to do it for cultural reasons. They never call me Mr... when flying to/from Austria.

YOWza
 
rktsci
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RE: Addressing Passengers By Name In J/F Class?

Tue Jan 03, 2006 7:55 am

Quoting Lincoln (Reply 2):
However, at the end of the flight, as the FA who had been taking care of us was headed back to her jumpseat in the rear of the aircraft, she stopped by each seat and thanked people individually "Mr. Jones, it's been a pleasure serving you this afternoon, and Continental appreciates your business, have a nice day", "Mr. and Mrs. Smith I hope you enjoy your time in (some city other than where this flight was going)..." ... and even more impressively, she correctly pronounced my last name.

On my recent flights on America West, they have been doing the same in first. Most impressive was the individual handshake and thank you at the end of the flight. I have no complaints about a little extra service on HP first!
 
Okie
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RE: Addressing Passengers By Name In J/F Class?

Tue Jan 03, 2006 8:29 am

Quoting Ckfred (Reply 4):
On AA domestic, F/As have the seat assignments for First, so they always address passengers when taking drink and meal orders.

I would say only 25% of the time and when they do address me as Mr. I look around to see if my dad is on board.

Okie
 
Lee
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RE: Addressing Passengers By Name In J/F Class?

Tue Jan 03, 2006 8:38 am

Whenever i have travelled on United International Business i have only been addressed by name ( always MR -----) when the FA is taking my meal preference.

Other times they will say Sir.
 
n844aa
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RE: Addressing Passengers By Name In J/F Class?

Tue Jan 03, 2006 8:42 am

Quoting Ckfred (Reply 4):
On AA domestic, F/As have the seat assignments for First, so they always address passengers when taking drink and meal orders.

I can't remember the last time they've addressed me by name. In fact, the last couple of flights, the FAs have been distressingly discourteous -- well, that's a bit strong, but definitely cold. And on my most recent flight last week, the meal was almost unbelievably bad, even by airline meal standards.

But anyway, enough bitching. It's a nice to have your name used but I certainly won't hold it against an FA who doesn't. In my mind, exceptional service can be provided without that particular touch.
New airplanes, new employees, low fares, all touchy-feely ... all of them are losers. -Gordon Bethune
 
christiaan
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RE: Addressing Passengers By Name In J/F Class?

Tue Jan 03, 2006 8:43 am

I've gotten address properly on UA to and from Oz in C class.
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N766UA
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RE: Addressing Passengers By Name In J/F Class?

Tue Jan 03, 2006 8:55 am

Delta does it in Business class. "Welcome aboard Mr. so-and-so, can I take your coat?"
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QFinSD
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RE: Addressing Passengers By Name In J/F Class?

Tue Jan 03, 2006 8:59 am

When I flew Qantas recently in Business class they did refer to you by name ie.
Mr _______.
 
UN_B732
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RE: Addressing Passengers By Name In J/F Class?

Tue Jan 03, 2006 9:07 am

SU addresses passengers, but not sure if it's done as casually & professionally as you say. This is recently institued procedure I experienced on JFK-SVO-JFK 777.
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TNboy
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RE: Addressing Passengers By Name In J/F Class?

Tue Jan 03, 2006 9:48 am

Thai always does it, as do Singapore and Cathay Pacific. In fact, all three generally ask if they have the correct poronunciation. Initially they may use a list, but after that it is from memory. Thai usually have memorised your name from the list before they approach you. Once on Cathay, the purser, who only actually served me with a pre-dinner drink, farewelled me by name at the door.

Ansett always used names in J on domestic flights. Qantas does internationally.

Cheers
Bill
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deltairlines
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RE: Addressing Passengers By Name In J/F Class?

Tue Jan 03, 2006 10:01 am

Happens about 10% of the time for me in domestic US F (don't fly international, so can't really comment there)...been called by my last name twice in the last year or so in US F, about 3 times in Delta F over the past year.

Jeff
 
upstatedave
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RE: Addressing Passengers By Name In J/F Class?

Tue Jan 03, 2006 10:21 am

I flew last week on America West, ahem US Airways, and purchased and upgrade to first and the FA still addressed me by name even though there was not much lead time in between my purchasing of the upgrade and the actual flight time.

Dave
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PSAjet17
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RE: Addressing Passengers By Name In J/F Class?

Tue Jan 03, 2006 10:34 am

I was in F on a Delta flight from LGA to CVG a few years ago. As the flight boarded my seat mate was former Today show host Jane Pauley. The flight attendant greeted her, "Welcome aboard Mrs. Trudeau". Talk about your brain doing a double take until you remember that she is married to Gary Trudeau and only her stage name remains Pauley.
 
deltagator
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RE: Addressing Passengers By Name In J/F Class?

Tue Jan 03, 2006 11:17 am

Quoting Ansett767 (Thread starter):
I recently travelled in J class from LHR to SYD on Singapore Airlines and on all four flights, the singapore girls (and guys) kept addressing me by name all the time - from the time they first came round with a pre take off drink!

My first experience with SQ was from BLR-SIN and I was in First. When I got on the plane I was greeted by the head stewardess who looked at my boarding pass and said "good evening Mr. Nichols" and showed me to my seat. From that point on everyone I talked to that night on the crew (probably 6 different stewards and stewardesses) called me Mr. Nichols. I was very impressed even though there were only 12 of us in First and they had a list. The same thing continued on the SIN-EWR flight the next day although I swear I had two dedicated stewardesses that kept trying to feed me the entire flight.

Usually on Delta I find the stewardesses check the list while taking drink orders and collecting coats. I've never had anyone refer to me by my first name though it wouldn't bother me.
"If you can't delight in the misery of others then you don't deserve to be a college football fan."
 
lincoln
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RE: Addressing Passengers By Name In J/F Class?

Tue Jan 03, 2006 11:27 am

Quoting DeltaGator (Reply 33):
anyone refer to me by my first name though it wouldn't bother me.

Generally, [in American society] it's considered rude to address someone by their first name unless they've explicitly given you permission to do so, as it implies a level of framiliarity that may not exist. In many cases, I will also go for implicit permission (for example, if someone signs an email using only their first name, I take that as a sign that they prefer to be addressed by their first name). I don't really give a flying hoot one way or the other, but some people [it seems directly related to net worth] get very excited about this type of thing.

I suspect that airlines are very aware that their premium pax (who are, usually, either paying a premium fare or are loyal to the airline and fly frequently) may be offended if "the service" addresses a pax by their first name, and generally discourage doing this.

Lincoln
CO Is My Airline of Choice || Baggage Claim is an airline's last chance to disappoint a customer || Next flts in profile
 
gman3
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RE: Addressing Passengers By Name In J/F Class?

Tue Jan 03, 2006 11:35 am

We are supposed to address our PAX by thier last names of course. I do it, begrudgingly, becaause there is something very fake and pretentious about. I am not an unfriendly person at all, but when I do it, it seems like it is forced. I kinda don't like to be addressed by MR xxxxxxx. I always feel that peopel are talking to my dad.
 
deltagator
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RE: Addressing Passengers By Name In J/F Class?

Tue Jan 03, 2006 11:38 am

Quoting Lincoln (Reply 34):
Generally, [in American society] it's considered rude to address someone by their first name unless they've explicitly given you permission to do so, as it implies a level of framiliarity that may not exist.

Very true. I think it exists everywhere though in professional settings.

Quoting Lincoln (Reply 34):
for example, if someone signs an email using only their first name, I take that as a sign that they prefer to be addressed by their first name

I do that and then put my full contact info below it. So feel free to call me by my first name or just say "hey jackass!" I respond to that sometimes.  biggrin 

Quoting Lincoln (Reply 34):
I don't really give a flying hoot one way or the other, but some people [it seems directly related to net worth] get very excited about this type of thing.

Dead on accurate.

Quoting Lincoln (Reply 34):
I suspect that airlines are very aware that their premium pax (who are, usually, either paying a premium fare or are loyal to the airline and fly frequently) may be offended if "the service" addresses a pax by their first name, and generally discourage doing this.

Also true. Though at 32 and in a professional role I hate being called Mr. so I usually will tell them they can call me by my first name.
"If you can't delight in the misery of others then you don't deserve to be a college football fan."
 
georgiaame
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RE: Addressing Passengers By Name In J/F Class?

Tue Jan 03, 2006 11:54 am

Quoting L1011 (Reply 10):



Quoting L1011 (Reply 10):
Years ago in Delta domestic first class, I was addressed by name.

As a small business man, in a profession where it is amazingly easy to treat a person like a worthless slab of beef and let him know it at the same time, you would be amazed how far just a modicum of courtesy will go. Notice how L1011 states "years ago", yet he remembers it as if it were yesterday.

Obviously, it is impossible to call everyone by name back in stearage. You pay for a U class ticket, and you expect certain amenities to simply not be there. But when you are shelling out thousands upon thousands upon thousands of dollars for a business class ticket, and Mr or Ms Friendly Skies can't be bothered at looking at his or her roster of passengers, well in my book that does not smack of the legendary Southern hospitality a certain mega carrier based in Atlanta once had a well earned reputation for. (And good grammar has went, but I digress...). And yes, I have told that to a customer service rep who was flying up front on a recent trip to London, who dutifully noted my criticism.

Nomen est omen. Names have power. While the French might not like us to butt into their private affairs as an earlier poster pointed out, I suspect most of the civilized world doesn't see the situation the same way. So all you flight attendants out there reading my words, take a lesson from Singapore, and whenever or wherever possible, address your passengers by name. (And no, "sugar", "honey", and "goodlookin" won't do) It takes almost no effort, and you will hook that passenger, and more importantly, his or her money, for your company for years to come.

Next post grad lesson on how to operate a business...
"Trust, but verify!" An old Russian proverb, quoted often by a modern American hero
 
tbear815
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RE: Addressing Passengers By Name In J/F Class?

Tue Jan 03, 2006 5:08 pm

Georgia AME:

I couldn't agree more. In my business, I greet guests by their last name always. Often they say, "Call me Al." This I cannot do. There is something that keeps me respectful of their position. Of course, they are no better or lesser than me, but they are paying a lot of money for the service we provide. If I were to call them by their first name, I feel that I have lessened the level of hospitality these people dearly pay for. And it all comes down to respect.

I have been called by my first name on telephone calls that were totally unsolicited. This is not the way a professional person should address a client, guest, passenger, or otherwise. When I have been addressed by my first name, I add to the caller that most people who I don't know refer to me as "Mr. _____."

I am not pompous by any means, but respectability is something that just seems to go with good manners. Calling a person by their name (Mr/Mrs/Ms whatever) shows a personal recognition without overstepping the boundaries of familiarity. Our company motto is "We are Ladies and Gentlemen serving Ladies and Gentlemen." Equality with gentility and respect. Most of the time when flying in Premium cabins, the crew has addressed me as "Mr. ____." I appreciate that fact, don't think of my father (even though I am Junior), and have a terrific opinion about the crew. AND, I write complimentary letters when service is good. If one complains, one should also compliment as well. So little of that these days!

Rod
 
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ClassicLover
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RE: Addressing Passengers By Name In J/F Class?

Tue Jan 03, 2006 9:32 pm

Yeah, on CX they do. On QF, BA, and AY, I wasn't ever addressed by name in J.

Trent.
I do quite enjoy a spot of flying - more so when it's not in Economy!
 
CX Flyboy
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RE: Addressing Passengers By Name In J/F Class?

Tue Jan 03, 2006 9:43 pm

On CX they do it on F and J, although sometimes when J class is full and they are very busy they don't seem to do it. It's a nice touch and I like it.
 
EZEIZA
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RE: Addressing Passengers By Name In J/F Class?

Tue Jan 03, 2006 10:47 pm

The last time I was addressed by name was on IB business class several years ago flying GRU-MAD. I must admit it is a nice touch by the crew, it make one feel "special".
Carp aunque ganes o pierdas ...
 
deltagator
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RE: Addressing Passengers By Name In J/F Class?

Tue Jan 03, 2006 10:51 pm

Quoting GeorgiaAME (Reply 37):
You pay for a U class ticket, and you expect certain amenities to simply not be there.

Someone on here gets it! I love the folks on here that expect to be treated like royalty in Steerage when they paid $150 for a cross country trip.

Quoting GeorgiaAME (Reply 37):
address your passengers by name. (And no, "sugar", "honey", and "goodlookin" won't do)

I prefer Sweetcheeks but I digress. Oh wait, I'm thinking I'm at the Waffle House again.
"If you can't delight in the misery of others then you don't deserve to be a college football fan."
 
tothestars
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RE: Addressing Passengers By Name In J/F Class?

Tue Jan 03, 2006 11:11 pm

At TWA we were supposed to use a first class passengers name at least three times during the flight.
TWA-Airline To the Stars
 
fbgdavidson
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RE: Addressing Passengers By Name In J/F Class?

Wed Jan 04, 2006 12:24 am

Quoting Lincoln (Reply 2):
"Mr. Jones, it's been a pleasure serving you this afternoon, and Continental appreciates your business, have a nice day"

Am I the only person who finds the bolded above, cringeworthy, false, something forced upon FAs during training etc? Just comes across more as 'we're going bankrupt and need all the cash we can get our hands on'

I think, 'We look forward to seeing you onboard a XXXX flight soon works much better'

Quoting Carduelis (Reply 13):
Similarly, when I later worked on check-in, I always spoke to the pax using his name, particularly if he'd been in a long queue surrounded by his screaming family! All you had to do was to read the name on his ticket - it was so easy, and it quite surprised the pax as he always wondered how you knew his name, especially if he was suffering from all the family stress!

Not only good Customer Service, it also shows style, and, as ever, it's so easy!

 thumbsup  It is nice to get the name thing at all contacts with humans.
The same can be said at the lounges with ease, two days ago I had 'Please make yourself at home Mr Davidson'...so I did and cracked open a Newcastle Brown Ale  Wink

Quoting Monkeyboi (Reply 16):
At BA we are encouraged to use passenger names in the premium cabins, but most definitely in First.

In Club, I tend to use a passengers name once or twice, for example when boarding or taking a coat. I don't use it through out the flight though. Personally if I was a passenger I would hate the crew calling me 'Mr xxx' throughout the entire flight at every point of contact. I think it could come accross as being a bit false.

Seems to tally very much with my experiences of BA J and F.

Quoting GeorgiaAME (Reply 37):
Obviously, it is impossible to call everyone by name back in stearage. You pay for a U class ticket, and you expect certain amenities to simply not be there. But when you are shelling out thousands upon thousands upon thousands of dollars for a business class ticket, and Mr or Ms Friendly Skies can't be bothered at looking at his or her roster of passengers, well in my book that does not smack of the legendary Southern hospitality a certain mega carrier based in Atlanta once had a well earned reputation for. (And good grammar has went, but I digress...). And yes, I have told that to a customer service rep who was flying up front on a recent trip to London, who dutifully noted my criticism.

Well I don't expect to be called by name purely because I've spent $4000 on a ticket, it is because there are less passengers in the cabin and it is easier to do!
"My first job was selling doors, door to door, that's a tough job innit" - Bill Bailey
 
lincoln
Posts: 3133
Joined: Mon Nov 01, 2004 11:22 pm

RE: Addressing Passengers By Name In J/F Class?

Wed Jan 04, 2006 12:30 am

Quoting Fbgdavidson (Reply 44):
Am I the only person who finds the bolded above, cringeworthy, false, something forced upon FAs during training etc? Just comes across more as 'we're going bankrupt and need all the cash we can get our hands on'

Normally (when, for example, delivered over the PA) I would agree with you, but in this case, it was delivered personally, sounded genuine, and not all of the customers up front got that particular line. Given the customization for other pax, for all I know, "Mr. Jones" was a OnePass platnum elite member (for which any airline should appreciate the business  Smile)...Plus, I think CO is in a fairly secure financial position.

Lincoln
CO Is My Airline of Choice || Baggage Claim is an airline's last chance to disappoint a customer || Next flts in profile
 
brokenrecord
Posts: 747
Joined: Tue Jul 12, 2005 6:45 am

RE: Addressing Passengers By Name In J/F Class?

Wed Jan 04, 2006 12:42 am

It's inconsistent even on the same airline. On most of my int'l flights in F/J, I have been addressed by name, but only occasionally on my domestic F flights.
 
BHMNONREV
Posts: 1209
Joined: Thu Aug 28, 2003 9:17 am

RE: Addressing Passengers By Name In J/F Class?

Wed Jan 04, 2006 12:56 am

Just non-revved two segments on AA (ATL-MIA, MIA-LHR) in domestic First and Trans-Atlantic Business and was called by name several times on both flights. In fact I can't recall a time when I did not get addressed by name on AA when seated in a premium cabin..
 
777Purser
Posts: 215
Joined: Tue Aug 02, 2005 4:47 pm

RE: Addressing Passengers By Name In J/F Class?

Wed Jan 04, 2006 1:00 am

Quoting UpstateDave (Reply 31):
I flew last week on America West, ahem US Airways, and purchased and upgrade to first and the FA still addressed me by name even though there was not much lead time in between my purchasing of the upgrade and the actual flight time.

That would be because the PIL is printed right before closing the door and includes everyone onboard and their respective seat assignments. Interesting to read about passenger perception.

Procedure for BC cabin on a 777 is that aisle FA's are given a list of pax so they can be used when taking meal preferences. Regardless of procedures developed often by people that have never worked an actual flight, I trust the judgement of the FA, their capability to connect with the passenger effectively and make them feel at ease.

I personally like to greet FC pax by name, or at the time of taking meal preferences, but calling someone "Mr so and so" every single time sounds repetitive, tiresome and does not ring honest.

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