F/C F/As
By jack | January 6, 2009
While this subject has been fleetingly discussed in other threads, I'd like to bring it out more explicitly. When you're flying in F/C, what specific attributes/practices do you like to see from the F/As? In other words, what have you seen done that made you particularly impressed?
Cheers!
* Please have the water bottles at the seats before boarding (almost always was in years past, but not on several recent flights)
Just to complicate things, please don't. :)
I hate climbing into the window seaton some of the smaller-pitched cabins. I inevitably knock over both the water bottles on the center concoles.
Cromely.
I should have been more clear in my original post. Two or three times (I remember a late SEA-OAK run and an early DEN-SEA run...there might be another) there were deadheading F/As in front who were quite loud in their conversation with the other. As far as I remember, their conversation was entirely appropriate in terms of language and content...but just loud enough that we could follow along their conversation. It was frustrating when the F/C F/A actually joined in on their conversation both contributing to the noise and blocking the aisle (this was at row 1). A few other times, deadheading F/As sitting in coach would come to the front galley and chat with the F/C F/A up there.
Please know that out of hundreds of segments on AS, this is relevant to five or six segments (under 1%). This is hardly an common experience and, as I said above, I've been continually and solidly pleased with the service AS F/As provide. There is, after all, a reason why even after moving to Denver (United and Frontier's backyard) I've stuck with AS (dealing with way fewer nonstops, higher prices, and delays). 99% is a very high A.
Other thoughts for AS F service:
* Please have the water bottles at the seats before boarding (almost always was in years past, but not on several recent flights)
* Please pleasantly enforce the "use the lavs in your ticketed cabin" regulation when possible, understanding that blocking service carts and other mitigating circumstances sometimes come into play (how long until mid-cabin lavs are on all the 738s and 739s???)
* Please make an effort to get drinks out ASAP after leveling off -- first of all, unlike many other airlines, AS doesn't do predeparture drinks; second, sometimes the FAs spend a lot of time assembling the snack/meal trays and bring drinks and trays together but by then it's 30-45" after but departure. I know it takes some extra time, but I really prefer when they do a drink pass first, then follow with trays. And please, when you come back with the trays, offer a drink refill ;)
* Please don't hide in the aft galley -- on my last flight LAX-SEA, the F FA was in the aft galley of the MD80 for over half an hour. She was nice enough when I rang my call button to get a drink refill, but still...
Those are the ones that leap to mind. It's worth saying for the record that the worst AS FAs I've encountered have been nowhere near as bad as what I've seen on OA and that in general they are friendlier than OA.
We've had a chance to share our thoughts on y'all -- I'm curious to hear yours on customers. Aside from the truly awful (and hopefully very rare) behavior, what are your dos and don'ts for F pax, or things you wish we'd keep in mind while flying AS?
While I've been thoroughly impressed with the customer service of most AS F/As (in F/C), I've noticed that they've never quieted obnoxiously loud passengers. By "obnoxiously loud," I mean those people who carry on loud (often inappropriate/obscene) conversations such that everyone in F/C and, I'd suspect, in the first few rows of coach, can hear every word. Several times it's deadheadding F/As who cause so much noise. It seems to me that in cases where one or two passengers are so noisy, a quiet and respectful word by the F/A could go a long way to resolve the situation. Thoughts?
Additionally, do F/As go through special training to be up front or do they alternate? If they alternate, how is the decision made who is stationed where?
It surprises me that you say that deadheading F/A's have been the originators of "obnoxiously loud" conversation (often inappropriate and obscene by your definition). First, and foremost, I don't even know when the last time I've been lucky enough to score a First Class seat while deadheading was. I can't even tell you the last time I've even had a deadheading crew member sitting in F/C. That is not to say that it doesn't happen, I just don't remember the last time - it's been years. Secondly, I don't know very many, if any, Flight Attendants that would have a loud, inappropriate and obscene conversation in F/C or any other seat while deadheading. I also don't know of any F/A's that wouldn't put a stop to such a conversation if it were being had by other F/A's sitting in F/C. Having said all that, I suppose it's possible, just surprising.
I have, and will continue to do so, ask customers to lower their voices if they are extremely loud and disturbing those around them. I have also asked customers to refrain from using obscene language if I've heard them. There is a time and a place for this type of discussion. That time and place is not on an airplane with others within listening range.
There is a HUGE push for us to use our guests names in F/C at some point through the flight. I know I'm not really great at remembering names but I always try to use the customers names at least once. I'll usually pin the final up somewhere in the galley and take a glance at it as I'm returning someone's drink that I've refilled, then using their name as I return the drink. I also try to use names when taking orders. This is all assuming we get our "final" report that has the names. We almost always do get this report, but there have been times when I haven't gotten it and there is no way I can know what there name is, short of asking, which feels odd to me.
Other thoughts for AS F service:
* Please have the water bottles at the seats before boarding (almost always was in years past, but not on several recent flights)
Please know that if the waters are not out at your seat when you arrive, it generally means that the caterers just haven't gotten there yet with them. It's difficult to try to hold up traffic to deliver waters and much easier for us to leave them at your seat for you prior to your boarding.
* Please pleasantly enforce the "use the lavs in your ticketed cabin" regulation when possible, understanding that blocking service carts and other mitigating circumstances sometimes come into play (how long until mid-cabin lavs are on all the 738s and 739s???)
I will always enforce the lavatory rule when there are no carts in the aisle. I have, and will continue to, make exceptions from time to time when warranted, but also have asked our main cabin guests to use the lav within their cabin if there isn't a long line in back. Usually pulling the curtain sends a signal to those seated in the main cabin that they are not to pass through. I also wanted to add that we will no be adding ANY mid cabin lavs to any of our planes. We are, however, adding a third main cabin lav to all future deliveries of the 737-800's.
* Please make an effort to get drinks out ASAP after leveling off -- first of all, unlike many other airlines, AS doesn't do predeparture drinks; second, sometimes the FAs spend a lot of time assembling the snack/meal trays and bring drinks and trays together but by then it's 30-45" after but departure. I know it takes some extra time, but I really prefer when they do a drink pass first, then follow with trays. And please, when you come back with the trays, offer a drink refill ;)
It's irritating to me to know that there are still F/A's on the line that think it's appropriate to deliver the first drink on their meal tray. It's not like we have that much to do in these days of minimal to no food service - a pre-meal drink is not much to ask.* Please don't hide in the aft galley -- on my last flight LAX-SEA, the F FA was in the aft galley of the MD80 for over half an hour. She was nice enough when I rang my call button to get a drink refill, but still...
Those are the ones that leap to mind. It's worth saying for the record that the worst AS FAs I've encountered have been nowhere near as bad as what I've seen on OA and that in general they are friendlier than OA.
I'm glad you are the recipient of, what I hope is, our generally excellent, friendly service. I know that I pride myself on taking good care of my guests whether I'm in the front or the back.
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