I'm sure many, if not all of you, have heard about the JetBlue flight attendant who quit his job in a blaze of glory - or foolhardiness - depending on how you view it. You can read about it here.
Mr Slater is developing an almost cult like following I'm sure made up of those who wish they could have a similar melt down. I read this article with interest for two reasons. Firstly because I admire his guts...I've had a few jobs where I felt like doing something similar! And secondly, because I too have worked in the airline industry. Over the years I've held a number of jobs including a few retail jobs. There is nothing more demanding or aggravating than working with the public or in customer service. However, even retail on it's worst day can not compare with the airline industry. There have been numerous studies done as to why passengers behave the way they do but overwhelmingly I think it boils down to just plain old meanness!
Supposedly the stress of air travel gets to some people. Sure, I can see that. But the ones who are truly stressed about it take an Ambien and a glass of Merlot and knock themselves out for the flight. Supposedly the recession and cutbacks at airlines have caused some people to hate air travel. Sure, I can see that too. We all know what airline travel is like. If you don't want to do it, don't! Increased security is a pain in the ass. We all know that. I've gone through some security check points where I'm pretty sure some guy owed me dinner afterwards - although they never paid up.
So where am I going with this? Just a plea for all of you who do travel by air. Be a little bit kinder to everyone who works for an airline or in an airport. They deal with hundreds of people every day, and a smile really makes their day! The golden rule says: "Do unto others as you would have them do onto you." I think we should all take it one step further to the platinum rule: "Do unto others as they would do unto themselves." Remember that everybody has a story. I went back to work 5 short days after losing Kaycie. Luckily I had an office job at that time. I can't even imagine having to go back and deal with the public during that emotional time. You never know. That airline ticket agent checking you in might have just gone through something similar.
To illustrate my point, I emailed Yasmin and asked her for her help. Yasmin and I met 11 years ago when we both worked for _____ Airlines. We were both Customer Service Supervisors. What's that? Well, when you check in for your flight, arrive off your flight, or board your flight, we were the people you'd see. When your flight was delayed or your baggage was missing, we were the ones you yelled at. I asked Yasmin to email me her best and worst memories from our days at _____ Airlines. In her words...
"No words could ever describe the truly worst day of my life and worst day of my airport career. September 11, 2001 was indescribable, and since many people suffered a lot worse than me, I will leave that day alone.
BUT believe it or not one of my best experiences was to do with that tragic day. The day it happened everyone knew not to bother coming into the airport for their flights but I was there just in case. Of course I couldn't tell them much - at some points we didn't know if we would fly out of there ever again. One lady approached me at the counter and said quickly, "I understand you are not flying out of here for awhile, but I have nowhere else to go. I am from New York and my husband and children are at home in New York and I am freaking out."
She was here on business and staying at the nearby hotel. She just wanted to know if there was any clue when she would be able to fly home and if there was a list of priority passengers and such. Of course I couldn't help her, but she came behind the counter with me and had coffee, while we watched the aftermath of the tragic events.
I felt for this lady so much and could do nothing, so instead I changed the subject and tried to get her mind off things. She only stayed for 30-45 minutes then went back to her hotel. 6 days later I called her at the hotel to tell her we had our first flight going out that afternoon and I had her on it. She was happy but cried on the other end. I never did see her check in that day. As the first plane took off from Saskatoon I wept. I stared in the sky and just cried. So many emotions. Some people will never realize what airline employees do to get a flight off the ground.
Two weeks later I received a card, letter and picture at the counter. It was from this passenger. She thanked me for everything I had done and said she would never forget me or the kindness I had shown. She enclosed a picture of her husband and her children healthy and safe. People need to realize how amazing a kind word, or recognition once in awhile is.
The worst experience would be with an American hunter. Keep in mind hunting season in our airport is like boxing day/black Friday to the retail world. Insane!!!! I went to meet a flight that had come in full of hunters and their luggage/weapons. Everything was going smoothly until there were two hunters still standing in customs waiting for their guns, which were not put on the plane due to weight and balance issues. Lets just say one of them was not happy. He threatened me saying I was to be shot and pissed on and just when I thought that was bad enough, he tells me I had better not be there when his gun arrives. Well isn't that fucking fantastic???? A lot of coworkers and family members said to brush it off and not take it personal. How could I not take that personally? My blood sweat and tears went into every single flight, hours and hours of overtime, 4am shifts, flight cancellations, time away from my child...how is that not personal!"
I had already quit the airport (sick of rude people) when 9/11 happened. I did experience a close call one day though. It's not my worst experience, but it does illustrate what goes on behind the scenes. It was a cold winter day and the plane needed deicing. A chemical sprayed on the wings of a plane prior to take off to remove ice build up. Shortly after take off some of the deicing fluid had been ingested into the engine and smoke was filling the cabin. The captain had radioed the tower that they were turning around for an emergency landing. At that point, the tower is required to contact us at the counter. I answered that particular phone call and heard this: "This is the Saskatoon tower, flight number ____ is returning for an emergency landing. We need to know how many souls on board." Not people, not humans, not men, women, or children. How many souls. My mind started racing. All I could picture was every single person I had checked in that morning. The single mother taking her daughter to Disneyland after saving for 5 years. The couple on their honeymoon. The father returning from a business trip to see his family. Luckily, all turned out well with this flight. The smoke cleared out of the cabin and - after the captain addressed the passengers - every single one of them got back on board to continue their flight.
My worst experiences were probably a compilation of times. I lost count of the names I was called, the times I was yelled at, or the swear words that were hurled in my direction. I particularly loved it when I would get yelled at for the weather. Yes Mr Jerky Jerk, it is my fault that it's winter, foggy and there is NO visibility. I'll get right on that. Trust me, if I had the ability to control the weather, I would not be working at the airport.
There was one particular incident that does stand out in my mind. There was a mechanical problem with the aircraft resulting in a cancellation. We did everything possible for the passengers, but most would have to overnight at a local hotel and fly out in the morning. This was - of course - at the airline's expense and would not cost the passengers anything (other than time) extra. One businessman decided this was not good enough and wanted to yell at someone. Yes, I was the lucky one that day! After letting him rant and swear for about 10 minutes I had finally had enough. Looking him straight in they eye I said to him. "Sir, I understand your frustration, but this mechanical problem is serious enough that ____ Airlines would rather pay for 100 hotel rooms than 100 funerals. Now, would you still like to board this flight?" After calling me a "fucking bitch" he finally walked away. Ahhh...the joys of customer service!
The best experiences though...those memories stay with you for a life time. The little girl traveling with her parents to the States for surgery to fix a birth defect. Yes, I upgraded them all to first class. The customers that went out of their way to thank us or write kind letters about us. The pranks all of us airline employees played on each other. Who knew it would be so easy to convince a coworker that keys were required to start an airplane and they must have been the ones to lose it!?! My all time favourite memory had to be some of the "hunting" flights. Yes, they were stressful, yes, they could go horribly wrong, but when they went right...it was a sight to see!
Picture myself and Yasmin, both 5'4" blondes amidst a sea of hunters dressed in camouflage with an average height of 6' and weight of over 200lbs. We would stand on chairs at the front of the lines yelling "Guns on the left, bags on the right, let's go guys!" Then walking up and down the line getting all of their items tagged and ready for check in. How we repeatedly heard: "you'll never get this flight out on time." To which we'd smirk and respond: "watch us." When that flight did finally leave on time with everyone (and their bags) on board, we'd stand in the early sunrise sipping coffee and watching it take off. There was no more satisfying feeling than that.
Rambling and stories aside, just remember the next time you travel that that man or woman checking you in or boarding your flight has friends, a family, a life story and is deserving of your respect and kindness. If that's not enough for you, then keep in mind they also have the power to upgrade you to first class!
Mr Slater is developing an almost cult like following I'm sure made up of those who wish they could have a similar melt down. I read this article with interest for two reasons. Firstly because I admire his guts...I've had a few jobs where I felt like doing something similar! And secondly, because I too have worked in the airline industry. Over the years I've held a number of jobs including a few retail jobs. There is nothing more demanding or aggravating than working with the public or in customer service. However, even retail on it's worst day can not compare with the airline industry. There have been numerous studies done as to why passengers behave the way they do but overwhelmingly I think it boils down to just plain old meanness!
Supposedly the stress of air travel gets to some people. Sure, I can see that. But the ones who are truly stressed about it take an Ambien and a glass of Merlot and knock themselves out for the flight. Supposedly the recession and cutbacks at airlines have caused some people to hate air travel. Sure, I can see that too. We all know what airline travel is like. If you don't want to do it, don't! Increased security is a pain in the ass. We all know that. I've gone through some security check points where I'm pretty sure some guy owed me dinner afterwards - although they never paid up.
So where am I going with this? Just a plea for all of you who do travel by air. Be a little bit kinder to everyone who works for an airline or in an airport. They deal with hundreds of people every day, and a smile really makes their day! The golden rule says: "Do unto others as you would have them do onto you." I think we should all take it one step further to the platinum rule: "Do unto others as they would do unto themselves." Remember that everybody has a story. I went back to work 5 short days after losing Kaycie. Luckily I had an office job at that time. I can't even imagine having to go back and deal with the public during that emotional time. You never know. That airline ticket agent checking you in might have just gone through something similar.
To illustrate my point, I emailed Yasmin and asked her for her help. Yasmin and I met 11 years ago when we both worked for _____ Airlines. We were both Customer Service Supervisors. What's that? Well, when you check in for your flight, arrive off your flight, or board your flight, we were the people you'd see. When your flight was delayed or your baggage was missing, we were the ones you yelled at. I asked Yasmin to email me her best and worst memories from our days at _____ Airlines. In her words...
"No words could ever describe the truly worst day of my life and worst day of my airport career. September 11, 2001 was indescribable, and since many people suffered a lot worse than me, I will leave that day alone.
BUT believe it or not one of my best experiences was to do with that tragic day. The day it happened everyone knew not to bother coming into the airport for their flights but I was there just in case. Of course I couldn't tell them much - at some points we didn't know if we would fly out of there ever again. One lady approached me at the counter and said quickly, "I understand you are not flying out of here for awhile, but I have nowhere else to go. I am from New York and my husband and children are at home in New York and I am freaking out."
She was here on business and staying at the nearby hotel. She just wanted to know if there was any clue when she would be able to fly home and if there was a list of priority passengers and such. Of course I couldn't help her, but she came behind the counter with me and had coffee, while we watched the aftermath of the tragic events.
I felt for this lady so much and could do nothing, so instead I changed the subject and tried to get her mind off things. She only stayed for 30-45 minutes then went back to her hotel. 6 days later I called her at the hotel to tell her we had our first flight going out that afternoon and I had her on it. She was happy but cried on the other end. I never did see her check in that day. As the first plane took off from Saskatoon I wept. I stared in the sky and just cried. So many emotions. Some people will never realize what airline employees do to get a flight off the ground.
Two weeks later I received a card, letter and picture at the counter. It was from this passenger. She thanked me for everything I had done and said she would never forget me or the kindness I had shown. She enclosed a picture of her husband and her children healthy and safe. People need to realize how amazing a kind word, or recognition once in awhile is.
The worst experience would be with an American hunter. Keep in mind hunting season in our airport is like boxing day/black Friday to the retail world. Insane!!!! I went to meet a flight that had come in full of hunters and their luggage/weapons. Everything was going smoothly until there were two hunters still standing in customs waiting for their guns, which were not put on the plane due to weight and balance issues. Lets just say one of them was not happy. He threatened me saying I was to be shot and pissed on and just when I thought that was bad enough, he tells me I had better not be there when his gun arrives. Well isn't that fucking fantastic???? A lot of coworkers and family members said to brush it off and not take it personal. How could I not take that personally? My blood sweat and tears went into every single flight, hours and hours of overtime, 4am shifts, flight cancellations, time away from my child...how is that not personal!"
I had already quit the airport (sick of rude people) when 9/11 happened. I did experience a close call one day though. It's not my worst experience, but it does illustrate what goes on behind the scenes. It was a cold winter day and the plane needed deicing. A chemical sprayed on the wings of a plane prior to take off to remove ice build up. Shortly after take off some of the deicing fluid had been ingested into the engine and smoke was filling the cabin. The captain had radioed the tower that they were turning around for an emergency landing. At that point, the tower is required to contact us at the counter. I answered that particular phone call and heard this: "This is the Saskatoon tower, flight number ____ is returning for an emergency landing. We need to know how many souls on board." Not people, not humans, not men, women, or children. How many souls. My mind started racing. All I could picture was every single person I had checked in that morning. The single mother taking her daughter to Disneyland after saving for 5 years. The couple on their honeymoon. The father returning from a business trip to see his family. Luckily, all turned out well with this flight. The smoke cleared out of the cabin and - after the captain addressed the passengers - every single one of them got back on board to continue their flight.
My worst experiences were probably a compilation of times. I lost count of the names I was called, the times I was yelled at, or the swear words that were hurled in my direction. I particularly loved it when I would get yelled at for the weather. Yes Mr Jerky Jerk, it is my fault that it's winter, foggy and there is NO visibility. I'll get right on that. Trust me, if I had the ability to control the weather, I would not be working at the airport.
There was one particular incident that does stand out in my mind. There was a mechanical problem with the aircraft resulting in a cancellation. We did everything possible for the passengers, but most would have to overnight at a local hotel and fly out in the morning. This was - of course - at the airline's expense and would not cost the passengers anything (other than time) extra. One businessman decided this was not good enough and wanted to yell at someone. Yes, I was the lucky one that day! After letting him rant and swear for about 10 minutes I had finally had enough. Looking him straight in they eye I said to him. "Sir, I understand your frustration, but this mechanical problem is serious enough that ____ Airlines would rather pay for 100 hotel rooms than 100 funerals. Now, would you still like to board this flight?" After calling me a "fucking bitch" he finally walked away. Ahhh...the joys of customer service!
The best experiences though...those memories stay with you for a life time. The little girl traveling with her parents to the States for surgery to fix a birth defect. Yes, I upgraded them all to first class. The customers that went out of their way to thank us or write kind letters about us. The pranks all of us airline employees played on each other. Who knew it would be so easy to convince a coworker that keys were required to start an airplane and they must have been the ones to lose it!?! My all time favourite memory had to be some of the "hunting" flights. Yes, they were stressful, yes, they could go horribly wrong, but when they went right...it was a sight to see!
Picture myself and Yasmin, both 5'4" blondes amidst a sea of hunters dressed in camouflage with an average height of 6' and weight of over 200lbs. We would stand on chairs at the front of the lines yelling "Guns on the left, bags on the right, let's go guys!" Then walking up and down the line getting all of their items tagged and ready for check in. How we repeatedly heard: "you'll never get this flight out on time." To which we'd smirk and respond: "watch us." When that flight did finally leave on time with everyone (and their bags) on board, we'd stand in the early sunrise sipping coffee and watching it take off. There was no more satisfying feeling than that.
Rambling and stories aside, just remember the next time you travel that that man or woman checking you in or boarding your flight has friends, a family, a life story and is deserving of your respect and kindness. If that's not enough for you, then keep in mind they also have the power to upgrade you to first class!
I second that, being nice when you travel makes the world a better place. I used to travel for work and I would sometimes be on 8 flights a week...yes 8. And I would have to deal with disgruntled people that needed to RELAX.
ReplyDeleteKeri and Jasmine, I am the one that always smiles says thank you, hello and good bye. I am thankful for the travel industry you all do an amazing job!