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Why Are Airlines Lacking In Service?

Tue May 15, 2001 5:12 am

Why do you think airlines are lacking in inflight service, these days.

With the exception of a few, namely Emirates ?

Do you think cabin crew are uninterested in their job, or do you think it is the passengers who are to blame for ?
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Joined: Thu May 03, 2001 1:58 am

RE: Why Are Airlines Lacking In Service?

Tue May 15, 2001 5:50 am

Airlines are constantly cost-killing. Airline travel has become "cheap" compared to 10-15 years ago.
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RE: Why Are Airlines Lacking In Service?

Tue May 15, 2001 6:11 am

Airline travel has become "cheap" because that is what the passengers want. When they ask for the losest possible fare, irregardless of the level of service, that's just what the pax get. I think that it's unfair to demand a pitch of 36" when one only pays $300 to go to Europe. I also think it's unfair for an airline to charge $1800 for that same seat just because someone had to leave at the last minute, without knowing ahead of time.

This general cheapening, whether it be in food quality or seat comfort, is the product of comsumer demand. As for the staff on airlines, I've never had any problem with one them. I work in customer service, so I know that there is a way that things are done, in any business. I have no right to complain when I don't get a meal, esp when I knew before I booked the ticket that there was no meal. My generally pleasant experiences I think, are a direct result of my understanding that these men and women are just doing thier jobs. If I got treated half as bad as FA's do in my job, I would be without speech. I'm constantly amazed at how I see other pax treat FA's, as though they deserve some kind of special treatment.

You'll get the service you would expect from this industry if and only if you show the respect, restraint and willingness to cooperate that you should be expected to show on an airplane. Remember, you usually get what you put into things, and a simple smile is worth more than all the bitching in the world, both to the FA's and to your own general attitude of an event. Next time you have a choice of meals, tell the FA to give you whatever he or she has more of. You'll see what I'm talking about.

RE: Why Are Airlines Lacking In Service?

Tue May 15, 2001 7:30 am

I agree with A330/B777 on both major points. It would be nice if all airlines could offer Singapore-style service at Southwest-style prices, just as it would be nice if I could find a full-service restaurant charging fast-food prices, or tailor-made suits sold at Wal-Mart prices. But it's not very realistic. That's why airlines, like restaurants and stores, tend to fall into one of three categories: discount (low prices, minimal service), posh (high prices, catering to a relatively small but loyal clientele) and average (somewhere in between on both).

The abuse that front-line people take has taken the same toll on the airlines as it has on every other service industry. Pretty well every first-world nation suffers from a growing number of spoiled citizens prone to temper tantrums if they don't get what they want, how they want it, right now. But even abuse-hardened front-liners will warm up a bit to someone coming across as friendly and respectful.

(On a side note, it's worth reading the bit in Gordon Bethune's "From Worst to First" about how he always got the biggest piece of pie for dessert when he was stationed in the Philippines. For anyone here without a copy, it's an excellent read.)

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RE: Why Are Airlines Lacking In Service?

Tue May 15, 2001 10:32 pm

It drives me crazy to hear people complain about how crappy air service is, and then gripe about how expensive it is. I was in Starbucks the other day, and heard this woman talk about how the airlines wanted $300 to go to Atlanta from NYC. She thought that was outrageous. Then she proceded to complain about how cramped the aircraft are, and that because airlines overcharge so much, it couldn't cost them any more money to make the planes more comftorable. Here's the deal--you want low fares--go on Air Tran and get cramped. You want comftorable aircraft--go on Mid Ex. You don't get both--so stop complaining.
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Tue May 15, 2001 10:42 pm

Remember, the flight crew is there mostly for safety reasons in case of an emergency. While I agree they should give a decent level of "service", that is not their primary function on the aircraft.

RE: Why Are Airlines Lacking In Service?

Wed May 16, 2001 12:37 am

Whilst I agree with some of the comments made here, I would disagree with the statement that "airlines are lacking in service". You get what you pay for, and many many airlines are offering good value for money, for example BA and BMI's new service is excellent. If you are going to pay less than £50 to get from Liverpool to Belfast on a certain Orange airline, then you would expect less than what you might get on the same flight for £200 with a blue bellied airline. You get what you pay for, and if you feel that you aren't getting what you pay for, then write to the airlines and stop moaning!

RE: Why Are Airlines Lacking In Service?

Wed May 16, 2001 5:27 am

Passengers have come to expect too much and the airlines in competition are to blame for it.

I mean, passengers now expect PTV's, 5 star hotel type meals, other pampering, etc. I don't get it, is it supposed to be an aircraft or an entertainer?

An ideal aircraft should provide good seats, a minimum of two ordinary meals with juice or water on a 7 hour flight with a good crew. The rest about having blankets, napkins, pillows, headphones, other accessories that you can purchase, etc, is just dumb in my opinion.
And this is the reason why some international airlines go bankrupt.

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