AviationAddict
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Impatient Passengers Need Not Fly

Sat Mar 11, 2006 11:56 am

Is it just me or have the vast majority of air passengers become downright nasty individuals? Passengers today are so completly impatient, rude and oblivious when comes to flying and dealing with airline/airport employees. I flew up from IAD to BOS earlier today and I felt so bad for the girl working the gate at Dulles. Our plane was late arriving at Washington because of some mechanical issues (it was only 20 minutes late, hardly even a delay) yet a good 20 or so passengers (out of only 50 on board, it was an ERJ 145) just absolutey laid into the poor United employee as if she was to blame for everything that was wrong in their lives. I almost don't enjoy flying anymore because I hate having to deal with the other passengers!

This one lady in particular was really making me made. She kept talking throughout the gate attendant's announcments which had to deal with checking luggage that wouldn't fit in the overhead bins, so when she got on board the plane she had no idea what to do with her bag because she wasn't listening. Then, she had the audacity to yell at the flight attendant because "this plane is too small and you people don't care about the passengers. No one ever told me I had to put my bag on the cart outside the plane!" I wanted to stand up and sock the lady in the face. I mean really, what is it with people today? Yelling at the gate attendant isn't going to make the plane get there any faster and it isn't the flight attendant's fault that you can't listen to instructions.

I can't even fathom why people get mad about half of the delays in the first place. Sure it's a pain in the butt, but it's not like the airlines said, "hey let's screw with the passengers and make their plane late just so they can get made at us and take their business somewhere else!" Most of these delays are either weather or mechanically related. Seeing in that we have no control over the weather I don't see the point in getting worked up over that, and I for one would much rather be a little late and fly on a plane that is safe, than fly ontime in one that has a problem!

I think the airlines should build some "sock-n-bop-em" rooms at every airport so the passengers can go in and beat on each other for a while to releave their stress, then maybe they won't yell at the poor employees anymore!
 
piercey
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RE: Impatient Passengers Need Not Fly

Sat Mar 11, 2006 12:08 pm

Agreed 100%. My neighbor, who is a CO ticketer, has so many war stories from the rude customers. So does my dad (fmr GM of four-star hotel) and my mom (Resturant manager). At the same time, I also hear some pretty good stories. Just be paitent with the poor front-liners and, if you can without gettinng thrown off the flight  Wink, intervine and help in a polite matter with your aviation knowledge.
Well I believe it all is coming to an end. Oh well, I guess we are gonna pretend.
 
Bobster2
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RE: Impatient Passengers Need Not Fly

Sat Mar 11, 2006 12:34 pm

I was on a B6 PHX-JFK redeye that got diverted because of fog and arrived at JFK 5 hours late. It was a full flight. Everybody was well behaved. The crew was fantastic. I felt like crap after being awake over 24 hours, but I suffered in silence. Nobody complained.
"I tell you this, no eternal reward will forgive us now for wasting the dawn." Jim Morrison
 
ikramerica
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RE: Impatient Passengers Need Not Fly

Sat Mar 11, 2006 5:11 pm

I think it being an IAD-BOS flight had something to do with it. Two cities not exactly known for their friendly ways.

I don't seem to experience that overwhelming attitude flying CO connecting through IAH. Even though most flights into LAX end up late, I never hear people griping coming off the planes either. Most are just well behaved and scurry toward the baggage claim without much fuss.

Where does your friend ticket for CO? Maybe it's the city he lives in that breeds these people? And though I'm a jersey native, I'll say that EWR has way more than it's fair share of rude pax. And rude TSA. And rude CO employees.
Of all the things to worry about... the Wookie has no pants.
 
rdynyc
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RE: Impatient Passengers Need Not Fly

Sun Mar 12, 2006 5:13 am

As a flight attendant passengers today have so many electronic "gadgets" to fiddle and play with that they often overlook polite eye contact and full attention when trying to serve them onboard. I had one gentlemen who required me to raise my voice so that he could here me over all his "stuff". The woman on the other side then woke up and yelled at me for being so loud!!!!!!!!!! talk about being in the middle!!! C'mon - what gives???? We make clear announcements regarding the proper placement and location for stowing carry-on's; yet, cabin checks reveal luggage sitting right at passengers' feet or behind their legs. What happened to effective listening skills? A good tip is to have on a watch too! Set the time for the destination and you can count down the flight hours remaining for arrival. This is more adult then the constant barrage of continually asking the cabin crew "how much more time do we have?" It begins to sound like children nagging you to buy them their favorite toy - LOL! One more thing (well........) when the seat belt sign is on we are REQUIRED to tell you.......the seat belt sign is on and you should be seated with you seat belt fastened. Please don't ask us "is it alright for me to use the restroom?" We can't tell you YES. Again, all we can tell you is that the seat belt sign is on and you should be seated with your seat belt fastened - pure and simple! It all sounds so harsh but it's really just about manners some common sense and knowing that some regulations apply while travelling.
 
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TVNWZ
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RE: Impatient Passengers Need Not Fly

Sun Mar 12, 2006 7:41 am

I believe it is the "The rules and announcements are for everyone but me" syndrom. And, I believe, it is getting worse. I have witnessed rude passangers dressing down flight attendants and customer service personel and I have even called a few of my fellow passangers on the carpet for it. I particularly get miffed when weather related delays are the culprit and passangers act as if the poor CSR can play God and make the snow disappear. Really.

I have been flying for 40 years. I have NEVER been treated rudely. NEVER. And I have always spoken respectfully to airline personel. It has paid many a dividend. I do not understand people who take their frustrations out on other people.
 
iairallie
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RE: Impatient Passengers Need Not Fly

Sun Mar 12, 2006 7:44 am

Quoting RDYNYC (Reply 4):
I had one gentlemen who required me to raise my voice so that he could here me over all his "stuff".

Man that is one of my biggest pet peeves. Take off the headphones for two seconds when the meal or bev cart comes by.
Enough about flying lets talk about me!
 
AviationAddict
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RE: Impatient Passengers Need Not Fly

Sun Mar 12, 2006 11:38 am

While I was waiting for the plane to arrive at IAD I over heard a couple of the United employee's talking after a very nice older gentlman had come up and politely asked them a question. This gist of their conversation was how they love it when passengers can make them smile. I imagine they wouldn't have a had 10 minute conversation on the subject if it happened all the time, so I suppose not very many passengers make them smile. It's a real shame. This subject goes way beyond flying too. Our culture has really lost a sense of paience and humility. Simple curitisys will go an awfully long way, there's no reason to be rush around and have an attitude about everything, yet a lot of people seem to think otherwise.
 
Tango-Bravo
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RE: Impatient Passengers Need Not Fly

Sun Mar 12, 2006 12:25 pm

Quoting AviationAddict (Thread starter):
Is it just me or have the vast majority of air passengers become downright nasty individuals?

I will go nowhere near to claiming that "the vast majority" of air pax have become nasty, ill-mannered, impatient or however one might wish to describe such persons. However, it is indeed very true that there are far too many who assume that their cheap airline ticket entitles them to treat airline staff with verbal and (occasionally) even physical abuse. Sadly, much of the blame goes to the management and marketing mentalities of the U.S. legacies, based on the fallacy that "the customer is always right" and that customers must be appeased at any price lest they choose to become another airline's high-maintenance, high-cost, non-profit customer. That marketing does an outstanding job of overpromising to a degree that ensures frequent and consistent underdelivering throws even more fuel on the proverbial fire.

Not only have far too many airline pax become unrealistic in the demands that marketing and FF schemes have planted in their already excessively self-centered minds, many have also become incredibly boorish and downright doltish in their interaction with other human beings in general. As one reply has alluded to, the bewildering plethora of electronic devices that have largely replaced human-to-human conversation have, as one extensive university-sponsored study has suggested, turned many -- as in very many -- people (including very many airline pax) into "zombified digi-dopes" incapable of carrying on a meaningful two-way conversation at all.

In (thankfully) coming no closer to airline pax than dealing with them by telephone, I have observed a pronounced increase over the past several years toward incredibly doltish callers who are hopelessly distracted while trying to re-arrange their (often convoluted) travel plans who are not only incredibly inept at explaining what they would like to do with any clarity; they then cannot seem to understand why the agent on the other end who they have called for assistance should possibly need to ask any questions of clarification to be sure their request is understood. Since many such callers are not actively listening to the information they called to request, the incidence of callbacks due to "I booked the wrong date/time/flight" are far too high. That so many seem to be incredibly confused is, in part, yet another symptom of the hopelessly convoluted, high-maintenance (ie high cost) monstrosities created by marketing and FF programs, which appear to offer the promise of something-for-nothing or almost nothing for most pax much of the time; which agents then have the "privilege" of somehow explaining in positive terms that the "free lunch" (not to be confused with complimentary meals!) isn't really as free as our marketing and FF departments have represented.

Which is in no way to offer excuses for pax "behaving badly;" far too many people in the U.S. in general are quite capable of rude, even abusive behavior without meaningful provocation. However, airline marketing, pricing and FF departments and management in general, for whatever twisted reasoning, have chosen to provoke pax even more by the bait-and-switch "got ya" games they play with customers behind the catch-all guise of "competition."

Likewise, U.S. media does nothing to abate the trend toward adversarial attitudes and behavior of people in general; turn on virtually any prime-time network television program and the underlying theme will be one of seeking out adversarial relationships. But not to worry; the "experts" have assured us that television programming content has no influence over the behavior of viewers. That must be why businesses pay huge $$$ (as much as $1 million per minute and more) to advertise on television. Wink
 
zippyjet
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RE: Impatient Passengers Need Not Fly

Sun Mar 12, 2006 1:21 pm

Quoting AviationAddict (Thread starter):
I flew up from IAD to BOS earlier today and I felt so bad for the girl working the gate at Dulles. Our plane was late arriving at Washington because of some mechanical issues (it was only 20 minutes late, hardly even a delay) yet a good 20 or so passengers (out of only 50 on board, it was an ERJ 145) just absolutey laid into the poor United employee as if she was to blame for everything that was wrong in their lives. I almost don't enjoy flying anymore because I hate having to deal with the other passengers!

This one lady in particular was really making me made. She kept talking throughout the gate attendant's announcments which had to deal with checking luggage that wouldn't fit in the overhead bins, so when she got on board the plane she had no idea what to do with her bag because she wasn't listening. Then, she had the audacity to yell at the flight attendant because "this plane is too small and you people don't care about the passengers. No one ever told me I had to put my bag on the cart outside the plane!" I wanted to stand up and sock the lady in the face. I mean really, what is it with people today? Yelling at the gate attendant isn't going to make the plane get there any faster and it isn't the flight attendant's fault that you can't listen to instructions.

I can't even fathom why people get mad about half of the delays in the first place. Sure it's a pain in the butt, but it's not like the airlines said, "hey let's screw with the passengers and make their plane late just so they can get made at us and take their business somewhere else!" Most of these delays are either weather or mechanically related. Seeing in that we have no control over the weather I don't see the point in getting worked up over that, and I for one would much rather be a little late and fly on a plane that is safe, than fly ontime in one that has a problem!

I think the airlines should build some "sock-n-bop-em" rooms at every airport so the passengers can go in and beat on each other for a while to releave their stress, then maybe they won't yell at the poor employees anymore!

Check out my thread on I Want Your Name, Employee Number, Social Security Number!

Interesting that your flight was bound for BOS. Sorry if I'm picking on groups of people. But, we have up to 8 flights a day to BOS from BWI. And by and large, these are the flights with the most personal shit and issues. It seems BOS flights are full of drama queens. Perfect isn't good enough. And, it seems these passengers always have the answers. They can do it faster, better and cheaper. Their loved ones on the other end of their cell phones are all of a sudden weather, and airport traffic experts. Individually, chances are these are normal, even nice everyday people. But when you get a group they can take on that mob mentality. Conversley, on many flights including our BOS flights, some passengers have actually stepped in as our advocates! Telling the pompous assholes to shut up and just fly with the flow. I'm not saying that all passengers from New York and Boston are nasty and rude. Sadly, 10 % of the passengers who act like turds make life miserable for airline crew members and for 90% of the passengers who treat others the way they themselves would want to be treated. I think being manners challanged is more a reflection of our me society. As they say, It flows downward! One has to just check out the miscreants in the White House who are flying our great country right into the ground!
I'm Zippyjet & I approve of this message!
 
iairallie
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RE: Impatient Passengers Need Not Fly

Sun Mar 12, 2006 3:26 pm

Quoting Tango-Bravo (Reply 8):
"zombified digi-dopes" incapable of carrying on a meaningful two-way conversation at all.

I prefer to call them "Pod People"
Enough about flying lets talk about me!
 
zippyjet
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RE: Impatient Passengers Need Not Fly

Sun Mar 12, 2006 3:38 pm

Quoting IAirAllie (Reply 10):
I prefer to call them "Pod People"

Some refer to them as The Administration!
I'm Zippyjet & I approve of this message!
 
AviationAddict
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RE: Impatient Passengers Need Not Fly

Mon Mar 13, 2006 12:55 am

Quoting Zippyjet (Reply 9):
Interesting that your flight was bound for BOS. Sorry if I'm picking on groups of people. But, we have up to 8 flights a day to BOS from BWI. And by and large, these are the flights with the most personal shit and issues. It seems BOS flights are full of drama queens.

Having been born and raised in the Boston area I feel that it would be wrong of me to disagree with you. Living here makes one a little immune to (or maybe guilty of?) the fast paced, "I know everything and want everything right now" mentality that controls society up here in the Northeast. I love the area and I wouldn't trade it for anything, but a great deal of the people living up here could certainly use an attitude adjustment. That's not to say that this sort of mentality isn't prevelant in other parts of the country too, but Boston and New York seem to be the epicenter for grumpy jerk offs (pardon my French). There isn't much we can do to stop, you can't really change a person who's set in his/her ways, but I just wish these passengers would think a little more before they rip into innocent airline/airport emplyoess who are doing their best to make everything run smoothly for the customers.
 
lhrmaccoll
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RE: Impatient Passengers Need Not Fly

Mon Mar 13, 2006 1:09 am

Quoting AviationAddict (Thread starter):
Is it just me or have the vast majority of air passengers become downright nasty individuals?

Jesus christ, that is hundreds of millions of people.
Talk about gross generalisations.
Shame on you.
Alex
 
AviationAddict
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RE: Impatient Passengers Need Not Fly

Mon Mar 13, 2006 1:46 am

The only thing worse than grumpy Bostonians are grumpy Brits
 
PanAm747
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RE: Impatient Passengers Need Not Fly

Mon Mar 13, 2006 2:04 am

I specifically go out of my way to be courteous and genuine with airline personnel. Several have inquired about my choice of routing sometimes (SAN-ORD via LAX, SFO, or DEN to connect to a 747 or 777!), and when I inform them of my reasons, they always smile.

Once, when coming back from EWR, I was delayed at EWR for three hours for virtually every conceivable reason. My layover at ORD was scheduled for just over three hours, and I actually had an opportunity to make my connection...but arrived to see my plane pushing away from the gate.

I went over to the gate for the next San Diego flight (90 minutes later, not a big deal) to hear a father speaking very rudely to the gate agent in front of his wife and two young children. When she was done with him, I approached her and asked her what I should do at that point.

She was extraordinarily nice - and got a big laugh over the drama that concerned my incoming flight. She was able to book me on the next flight out - and first class, to boot!! She also gave me a $15 voucher to eat dinner beforehand!  cloudnine 

I was QUITE grateful, needless to say - and I did write a letter to the airline thanking them for treating me so well on that trip. I truly believe that what you put into this world is what you get out of it - and because of that, I too have never had a rude experience.  bigthumbsup 
Pan Am:The World's Most Experienced Airline - P(oor) S(ailor's) A(irline): San Diego's Hometown Airline-Catch Our Smile!
 
AviationAddict
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RE: Impatient Passengers Need Not Fly

Mon Mar 13, 2006 2:07 am

Quoting PanAm747 (Reply 15):
I was QUITE grateful, needless to say - and I did write a letter to the airline thanking them for treating me so well on that trip. I truly believe that what you put into this world is what you get out of it - and because of that, I too have never had a rude experience. bigthumbsup

Couldn't have said it better myself! The world needs more PanAm747's!!!
 
jetdeltamsy
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RE: Impatient Passengers Need Not Fly

Mon Mar 13, 2006 2:23 am

Quoting AviationAddict (Thread starter):
Is it just me or have the vast majority of air passengers become downright nasty individuals?

We now cater to the Walmart set instead of the Jet set.

Billy Bob and Ed Earl don't have the scruples we tend to associate with the customers who flew with us 20 years ago.

That being said, Billy and Ed bring the same green-cash-money to the table as everyone else, and their business is essential to our survival.

But I have to agree that the skies were much more civil before the whole world could afford to fly.
Tired of airline bankruptcies....EA/PA/TW and finally DL.
 
AviationAddict
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RE: Impatient Passengers Need Not Fly

Mon Mar 13, 2006 2:27 am

Quoting Jetdeltamsy (Reply 17):

I don't know if I fully agree with that. Sure there are impatient and rude people from all walks of life, but I find that the ones who are the most vocal are the well dressed businessmen and businesswomen who are used to having everyting five minutes ago. There is a difference between being uncultured and annoying and outright rude.
 
jetdeltamsy
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RE: Impatient Passengers Need Not Fly

Mon Mar 13, 2006 2:40 am

Quoting AviationAddict (Reply 18):
There is a difference between being uncultured and annoying and outright rude.

Agreed. And much better said than what I wrote.

The frequent flyer programs have cultivated a real "entitlement" mentality among some of our customers that makes us all (employees) crazy! Generally speaking, true road warriors are a pleasure to work with. It's the guy with 26,000 miles who is now a "Gold" member who drives us all to drink.

The "downfall" of civility certainly didn't happen only because of cheaper fares. A lot of things have changed to create the often highly tense environment we all work in.
Tired of airline bankruptcies....EA/PA/TW and finally DL.
 
exFATboy
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RE: Impatient Passengers Need Not Fly

Mon Mar 13, 2006 2:45 am

Quoting Jetdeltamsy (Reply 17):
Billy Bob and Ed Earl don't have the scruples we tend to associate with the customers who flew with us 20 years ago.

Actually, the vast majority of rude, uncivilized flyers I see are business travelers, frequently First Class customers.

Billy Bob and Ed Earl know what it's like to work hard to make a living and are a hell of a lot more likely to sympathise with the airline employee across the counter than some trust-fund-baby college student or executive who's going to the Florida condo for the weekend.
 
AviationAddict
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RE: Impatient Passengers Need Not Fly

Mon Mar 13, 2006 3:46 am

Quoting ExFATboy (Reply 20):

Actually, the vast majority of rude, uncivilized flyers I see are business travelers, frequently First Class customers.

Billy Bob and Ed Earl know what it's like to work hard to make a living and are a hell of a lot more likely to sympathise with the airline employee across the counter than some trust-fund-baby college student or executive who's going to the Florida condo for the weekend.

Exactly my point too. Like I said, it's the business folks in their $1200 suits that are more likely to cause trouble than the Average Joe. I'm always amazed at how nice and jovial both the passengers and the employees of airlines which cater mostly to blue collar folks, like WN, generally are.
 
BHXFAOTIPYYC
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RE: Impatient Passengers Need Not Fly

Mon Mar 13, 2006 4:25 am

As only the second none-US flagged person to respond to this thread, from an "outsiders" point of view, America is known for it's excellent customer service. In fact, in general, customer care is so good it borders (to a European) on grovelling. Maybe in some industries it's financially driven (ie a waitress will be nice because she wants a tip) but you get looked after in America (in my experiance). So, when things go wrong like flight delays etc, there are a fair number of pax who instantly feel let down regardless of the reason. Americans expect 5 star service all the time, we expect 3 star service all the time, so when we get 3 star service it is to be expected, but when it's 5 star we're really pleased.
Breakfast in BHX, lunch in FAO, dinner in TIP, baggage in YYC.
 
CJMD80
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RE: Impatient Passengers Need Not Fly

Mon Mar 13, 2006 5:05 am

{Quoting Tango-Bravo}

"Sadly, much of the blame goes to the management and marketing mentalities of the U.S. legacies, based on the fallacy that "the customer is always right" and that customers must be appeased at any price lest they choose to become another airline's high-maintenance, high-cost, non-profit customer. That marketing does an outstanding job of overpromising to a degree that ensures frequent and consistent underdelivering throws even more fuel on the proverbial fire."

I agree! This is why Southwest is soooo successful. They promise nothing. When their passengers receive a cup of soda and an ounce of peanuts, they are thrilled. It's all about expectations.

[Edited 2006-03-12 21:18:27]
We Know Why You Fly
 
piercey
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RE: Impatient Passengers Need Not Fly

Mon Mar 13, 2006 5:07 am

Quoting Ikramerica (Reply 3):
Where does your friend ticket for CO? Maybe it's the city he lives in that breeds these people?

CLE, my current place of residence.

Quoting ExFATboy (Reply 20):
Quoting Jetdeltamsy (Reply 17):
Billy Bob and Ed Earl don't have the scruples we tend to associate with the customers who flew with us 20 years ago.

Actually, the vast majority of rude, uncivilized flyers I see are business travelers, frequently First Class customers.

Billy Bob and Ed Earl know what it's like to work hard to make a living and are a hell of a lot more likely to sympathise with the airline employee across the counter than some trust-fund-baby college student or executive who's going to the Florida condo for the weekend.

 checkmark 

Quoting BHXFAOTIPYYC (Reply 22):
Americans expect 5 star service all the time, we expect 3 star service all the time, so when we get 3 star service it is to be expected, but when it's 5 star we're really pleased.

To be honest, I expect what I pay for. If I have a ticket on WN, I won't expect much. If I have a UA firstclass ticket, I expect a little better service. The difference is that you don't act like a jack@$$ to the frontliners.
Well I believe it all is coming to an end. Oh well, I guess we are gonna pretend.
 
AviationAddict
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RE: Impatient Passengers Need Not Fly

Mon Mar 13, 2006 5:21 am

Quoting CJMD80 (Reply 23):
I agree! This is why Southwest is soooo successful. They promise nothing. When their passengers receive a cup of soda and an ounce of peanuts, they are thrilled. It's all about expectations.

One of the reasons why the UPS passenger service was pretty popular for a few years there. No one knew what to expect when they boarded an old cargo plane, so when they discovered they'd actually have real seats and flight attendants they were extatic!
 
Tango-Bravo
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RE: Impatient Passengers Need Not Fly

Mon Mar 13, 2006 6:41 am

Quoting ExFATboy (Reply 20):
Actually, the vast majority of rude, uncivilized flyers I see are business travelers, frequently First Class customers.

Really? Sometimes true but certainly not an across-the-board fact in my experience.

Quoting Jetdeltamsy (Reply 19):
The frequent flyer programs have cultivated a real "entitlement" mentality among some of our customers that makes us all (employees) crazy! Generally speaking, true road warriors are a pleasure to work with. It's the guy with 26,000 miles who is now a "Gold" member who drives us all to drink.

This is an across-the-board fact, as in 110% true regarding the entitlement mentality created by the convoluted legacy frequent flyer programs. Overall, I also prefer to work with "true road warriors." For one, most are successful businesspeople and understand the reality that quality service is a two-way street in which they, as well as I, need to take ownership in delivery of a satisfactory experience. In many such cases, I am actually working with their travel arrangers, who also understand and participate in the two-way street dynamic in the giving and receiving of speedy, effeicient and accurate service with a smile. Moreover, nearly all "true road warriors" and their assistants are capable of carrying on a two-way conversation and are very good at communicating in a clear and concise manner and equally good at listening. Perhaps because the success of both the business traveler and their assistants in their fields of work very much depends on the skills I observe when I speak with them.

On the other hand, many occasional travelers, especially those who have bought into the something-for-nothing entitlement mentality engendered by frequent flyer programs and are elites in their own minds only, very often see our airline as their personal nanny and often have various pitiful angles they try to work in their quest for self-importance and getting something-for-nothing. Except for the sometimes considerable amount of time they waste for other callers waiting in our phone queue, their boorish, doltish, buffoonish "digi-dope" manners and speech would be laughable. What is probably most laughable is that they seem to believe that agents (like myself) who have dealt with their type on an everyday basis for years have not caught onto their pathetic attempts at gaming us. When they quickly learn that they will not be able to bamboozle the agent with who they are speaking, it is remarkable how quickly their tone changes, or how quickly they decide they will "need to call back" -- in hopes of speaking with an agent who can be duped into giving them the something-for-nothing or almost-nothing to which they are not entitled.

What is perhaps most interesting is that those who actually know the most about our fares and FF program do not try to pretend that that they do; on the other hand, know-nothing customers who see themselves as "Mr/Ms Big" with our airline try to come across as the ultimate "know-it-alls," often making utter fools of themselves in the process.

If I were to put numbers on what I have observed in working regulary with "true road warriors" and their assistants as well as occasional flyers for more than seven years:

Elites and non-elite "true road warriors" and their assistants: 20% are especially pleasant to work with; about 70% or more are somehwere between a pleasure and "OK" to work with; 10% or less are boorish "jerks" who are full of themselves.

Occasional travelers and self-proclaimed elites: 30-40% boorish "digi-dopes;" 30-40% not necessarily knowledgeable but willing and able to be helped efficiently; 20-30% (many in this number also rate as "digi-dopes") putting their stupidity and/or inattentiveness on display while expecting our airline to fix whatever issues they have created for themselves (usually in their myopic pursuit of something-for-nothing or nearly nothing) for free or almost free.
 
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aerorobnz
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RE: Impatient Passengers Need Not Fly

Mon Mar 13, 2006 7:04 am

As with anything at the airport it varies from day to day,season to season etc.
I hate cruise ship passengers, they all want at very least an aisle seat, and get difficult when I can't offer them one because their flight is full. Thankfully the cruise season is just about over here.

If I know there's a cruise ship disembarking in AKL I know I'll have a long hard day, if I have normal passengers I'll go fine, with the occasional passenger that gets difficult.
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.
 
kiwiinoz
Posts: 1999
Joined: Mon Oct 10, 2005 3:07 pm

RE: Impatient Passengers Need Not Fly

Mon Mar 13, 2006 8:14 am

The reality of this is, that airlines are judged by their passengers by their performance. This includes a range of factors, such as service, comfort, meals, and of course, on time performance.

In addition to this, airline employees, in particular the deskies, are trained to act as representatives for the company in dealing with customers that wish to raise isues with performance.

Now I agree that the general public has become ruder, and more impersonal. Many behave in a manner that I personally would consider disgraceful. However let's not allow this assertation to lead us to a conclusion that a late departure should be acceptable, or that aiport desk clerks should not have to deal with difficult customers. An airine that accepted those as principles would not be around for long.
 
joeman
Posts: 647
Joined: Fri Apr 22, 2005 11:55 am

RE: Impatient Passengers Need Not Fly

Mon Mar 13, 2006 8:52 am

There was another thread recently entitled "I Want Your Name, Employee #, Social Scurity" that had some interesting takes on passanger expectations. It's worth checking out the different views concerning "entitled" people, customer service, etc...
 
ikramerica
Posts: 13730
Joined: Mon May 23, 2005 9:33 am

RE: Impatient Passengers Need Not Fly

Mon Mar 13, 2006 11:28 am

Quoting ExFATboy (Reply 20):
Actually, the vast majority of rude, uncivilized flyers I see are business travelers, frequently First Class customers.

And our universities are breading them. I was at a UCLA law school charity auction, and the students would not shut up during the auctioning phase. I've never seen anything like it. Far to busy with their own conversations to give a little respect to the MC and the people trying to hear what they are bidding on. And the worst part? The auction was to benefit the same loud, obnoxious students! They were going to work in public service during the summer, and the auction is to support them with a grant so they can "volunteer" their time.

I was not impressed.
Of all the things to worry about... the Wookie has no pants.
 
IFEMaster
Posts: 4164
Joined: Tue Feb 21, 2006 5:17 am

RE: Impatient Passengers Need Not Fly

Tue Mar 14, 2006 1:45 am

Well if we're talking about impatience while travelling, how about those that insist on unbuckling, standing up, and removing their oversized caryy-ons from the overhead bin before the seatbelt sign has been switched off?

As a fellow passenger, that drives me CRAZY!

Last week, flying in to LAX on BA0269, I witnessed a classic example of why this behaviour is outright stupid and inexcusable.

We were a little bit delayed out of LHR, and hit some strong headwinds on the way, delaying our arrival in to LAX by about 30 minutes. For anyone who has flown on a heavy to the Tom Bradley terminal, you'll know that the plane must shut down the engines on the apron and be towed the final 100ft or so to the gate. The captain made this announcement clearly and stated that everyone must stay seated until we were at the gate and he had switched the seatbelt sign off.

Bearing in mind we were a little late, there were some passengers that now faced a tight connection for a flight to New Zealand. And so no sooner had the engines been shut down, did they leap from their seats and begin to unload their ridiculous amounts of baggage from the overheads. Totally ignoring the F/A's instructions to stay seated, one of them was carefully lifting what looked like quite a heavy case from the overhead, when the tug jerked the aircraft a little, and the idiot in question had a face full of a heavy case and ended up dropping it on his foot.

This kind of impatience is totally ridiculous and also futile - the immigration lines at TB terminal are pretty much always ridiculous, and when you've got an EVA heavy and a China heavy, loaded with pax, you're not going to gain anything by getting to the lines a full 20 seconds before anyone else.

Can anyone say 'time delay' on the seatbelts?
Delivering Anecdotes of Dubious Relevance Since 1978
 
yhz78
Posts: 140
Joined: Sun Apr 18, 2004 9:26 am

RE: Impatient Passengers Need Not Fly

Tue Mar 14, 2006 7:20 am

The one thing that really gets me are cruise ship passengers who decide to fly on the day the ship sails. Then if there is any sort of IROP and getting them to MIA, FLL, etc. that day becomes a problem they lose it. "Well, I have to be on that ship at such and such a time!!!!" If you are going to spend a few thousand dollars on a cruise and airfare then travel at least a day earlier and throw in another 80 or 100 bucks for a hotel. That way you have a little wiggle room. Nothing makes me lose sympathy faster than someone who demands us to get them to their ship on the same day they are flying when they were too shortsighted to allow for any delays. Travel agents that book these trips are just as bad, they should be insisting that these people travel earlier to allow for these potential problems.
Canada Rocks! From the west coast to the best coast!
 
flyboy_se
Posts: 707
Joined: Sat Feb 05, 2000 5:31 am

RE: Impatient Passengers Need Not Fly

Tue Mar 14, 2006 9:09 am

dont get me started.....lol
one of the biggest problems i encounter at work is people who get upset because they have to show their id at the gate.
Well from September 1 st 2005 its a new EU directive that all passengers must present their id at check in and at boarding. I guess its must be the swedish thing because the swedes are the worst.
You make teh announcement and all that there will be a extra id check at the gate and kindly ask people to have them ready, but yet first guy in line dont have it and says " Why do i have to show my id. i allready showed it " I mean, what gives. some peopel are just right nasty about it.I usually say " you are more then welcome to send a complaint to the swedish government" or " It is for your safety, not mine"

i have to agree, people today are so rude. I get shit from peopel every day , and most of it is for things i dont even have anything to do with.Peopel can come up to me and yell about a delay on an airline i dont even work for.The most funny one was when this older man came and started yelling how he paid too much for his ticket and he demands a refund. But you just have to smile and be polite while your brain is exploading....LOL

I think the reason is that people have become too stressed and too money oriented, and tehy have to let out steams at someone. And its usually people in the service business. its a shame
I prefer to be crazy and happy rather than normal and bitter
 
hoosiercfi
Posts: 91
Joined: Thu Jan 05, 2006 9:16 am

RE: Impatient Passengers Need Not Fly

Tue Mar 14, 2006 9:21 am

It makes you wonder if these people actually believe that getting mad will fix things. Be just simply being nice, I have received multiple free upgrades, flight changes at no cost (including a complete change of arrival city from JFK to IAD), vouchers, an empty row of seats, and countless tips. I used to fly WN routinely out of SDF, and they had always been super helpful to me. On one early morning flight, I brought a box of Krispy Kreme donuts to the airport for the ground staff. You would have thought that I gave them $1 million. Totally worth the $4 that I spent, considering that they had helped me 100+ times.

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