Code of conduct for pax ?
Code of conduct for pax ?
05-11-2012, 06:14 PM
#4
Gets Weekends Off
Joined APC: Nov 2010
Position: Journo by night, irrigator by day
Posts: 220
While I agree with your sentiments I think more 'rules and conditions' for pax would be a mistake. If I had to fool around with the TSA, then had to deal with the teenage hipsters with their newly issued authority over passengers at the check in desk.. ugh... "hello, Avis? I wanna hire a car for a week..."
How about the industry drops its 'we treat all passengers the same... like cattle' mentality and move back to a system where pax are treated like valued customers. Its a well established fact. if you treat people like children they will act like children. If you treat ppl with respect, well, they act respectfully.
Seriously, next time you are on layover in a city you are not recognized in, hang around the check in desk in civies and listen to the conversations. Customer issues like misunderstandings in relation to tickets are most often met with hostility. Can you think of any other industry where customers pay big bucks for services and are treated with contempt from the seller?
There is a severe disconnect between flying staff and ground staff. It would appear that airborne staff have completed a higher level of customer service training than ground staff.... so the training matrix exists... Personally I would rather have a steward that bites my head off if i fall out of line, and helpful, courteous phone and desk staff. Than vice versa.
How about the industry drops its 'we treat all passengers the same... like cattle' mentality and move back to a system where pax are treated like valued customers. Its a well established fact. if you treat people like children they will act like children. If you treat ppl with respect, well, they act respectfully.
Seriously, next time you are on layover in a city you are not recognized in, hang around the check in desk in civies and listen to the conversations. Customer issues like misunderstandings in relation to tickets are most often met with hostility. Can you think of any other industry where customers pay big bucks for services and are treated with contempt from the seller?
There is a severe disconnect between flying staff and ground staff. It would appear that airborne staff have completed a higher level of customer service training than ground staff.... so the training matrix exists... Personally I would rather have a steward that bites my head off if i fall out of line, and helpful, courteous phone and desk staff. Than vice versa.
05-12-2012, 04:53 AM
#7
Retired
Thread Starter
Joined APC: Feb 2008
Position: whale wrangler
Posts: 3,527
While I agree with your sentiments I think more 'rules and conditions' for pax would be a mistake. If I had to fool around with the TSA, then had to deal with the teenage hipsters with their newly issued authority over passengers at the check in desk.. ugh... "hello, Avis? I wanna hire a car for a week..."
How about the industry drops its 'we treat all passengers the same... like cattle' mentality and move back to a system where pax are treated like valued customers. Its a well established fact. if you treat people like children they will act like children. If you treat ppl with respect, well, they act respectfully.
Seriously, next time you are on layover in a city you are not recognized in, hang around the check in desk in civies and listen to the conversations. Customer issues like misunderstandings in relation to tickets are most often met with hostility. Can you think of any other industry where customers pay big bucks for services and are treated with contempt from the seller?
There is a severe disconnect between flying staff and ground staff. It would appear that airborne staff have completed a higher level of customer service training than ground staff.... so the training matrix exists... Personally I would rather have a steward that bites my head off if i fall out of line, and helpful, courteous phone and desk staff. Than vice versa.
How about the industry drops its 'we treat all passengers the same... like cattle' mentality and move back to a system where pax are treated like valued customers. Its a well established fact. if you treat people like children they will act like children. If you treat ppl with respect, well, they act respectfully.
Seriously, next time you are on layover in a city you are not recognized in, hang around the check in desk in civies and listen to the conversations. Customer issues like misunderstandings in relation to tickets are most often met with hostility. Can you think of any other industry where customers pay big bucks for services and are treated with contempt from the seller?
There is a severe disconnect between flying staff and ground staff. It would appear that airborne staff have completed a higher level of customer service training than ground staff.... so the training matrix exists... Personally I would rather have a steward that bites my head off if i fall out of line, and helpful, courteous phone and desk staff. Than vice versa.
As far as customer service is concerned I,m of the mind that it begiins at the top and filters down and a disconnect has taken place in this area ,and when you run a video that has a f/a talking down to paying customers it does,nt help in the least.
Civility has taken a hit in recent years and I shudder to think what flying will be like 10-20 years from now.
Ally
05-12-2012, 07:08 AM
#8
Junior Senior
Joined APC: Feb 2012
Position: Whiskey Papa
Posts: 2,851
Let's not forget the litigious society AND entitlement mentality that has taken over our lives.
(P.S. - If you're referring to the Delta safety video, I agree wholeheartedly. That finger-wagging bit is annoying and childish---BUT many males think she's HAWT and actually LIKE it. Go figure!)
(P.S. - If you're referring to the Delta safety video, I agree wholeheartedly. That finger-wagging bit is annoying and childish---BUT many males think she's HAWT and actually LIKE it. Go figure!)
05-14-2012, 04:17 AM
#9
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Joined APC: Feb 2008
Position: whale wrangler
Posts: 3,527
Let's not forget the litigious society AND entitlement mentality that has taken over our lives.
(P.S. - If you're referring to the Delta safety video, I agree wholeheartedly. That finger-wagging bit is annoying and childish---BUT many males think she's HAWT and actually LIKE it. Go figure!)
(P.S. - If you're referring to the Delta safety video, I agree wholeheartedly. That finger-wagging bit is annoying and childish---BUT many males think she's HAWT and actually LIKE it. Go figure!)
Can you imagine any airline running that type of video in the 70,s and 80,s and the response?
Ally
05-14-2012, 05:21 AM
#10
Junior Senior
Joined APC: Feb 2012
Position: Whiskey Papa
Posts: 2,851
Is it just me, or has anyone else noticed that the same people who rail against being treated like children (both at an airport and in everyday situations) are usually the same people who take NO personal responsibility when things go sideways? BTW, what in the hell is up with the new gate announcements I've been hearing more and more lately? You know, the one stating to the effect of, "due to a full flight and limited overhead bin space, some of you may need to gate check your bags. PLEASE be sure to remove your keys, medication and any other valuables." Really?! REALLY?!
Last edited by LNL76; 05-14-2012 at 05:51 AM.
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