The letter from an angry flight attendant has touched a nerve with travelers. Thousands of readers have left scores of comments either supporting the flight attendant’s lament or detailing their passenger laments. Here is one frequently frustrated frequent flier’s response. It comes to us by way of reader Stephen Doggette. Needless to say, there is plenty of frustration to go around.
Before I get started with the sorrow (and there is plenty to go around), I would like to put forth a simple definition:
Customer (n.): someone who pays for goods or services.
I, too, am sorry that there are no pillows, no blankets, no music, no videos and no magazines.
I am sorrier that, whether my flight is for one hour, three hours, eight hours or (with alarming frequency anymore) a one-hour flight that turns into a three- or eight-hour flight, there has been no forethought for providing basic comforts or entertainment.
I am sorriest that, as a passenger — and by passenger, I mean customer — I am encouraged to “anticipate” that I might get hungry or get cold and thereby bring my own blanket or food (or for that matter, water) when there is little tolerance anymore for any allowances except my one carry-on item.
I, too, am sorry that you ran out of my favorite soda, that there are no more sandwiches and that my (warm) Budweiser costs $6.
I am sorrier that you never had my favorite soda — or any soda, for that matter — or that there never were any sandwiches to start.
I am sorriest that I am now grateful to get peanuts or water without being charged or that my flight has a working lavatory and toilet.
I, too, am sorry that the overhead bin is full and that there is no closet space for my bag.
I am sorrier that, beyond the obligatory announcement, no real effort is made to locate smaller luggage under the seat such that larger pieces can be placed overhead.
I am sorriest that I have, on several occasions, been told by the in-flight crew themselves that it is not their job to assist with overhead storage and placement of luggage (until those issues potentially encroach upon an on-time departure).
I, too, am sorry that it is not the seat I wanted and that the flight is full and no other seats are available.
I am sorrier that it is not even the seat that was originally confirmed.
I am sorriest that, in order to insure an on-time departure, I am informed to find any available seat and that the details can be worked out later.
I, too, am sorry that I do not know when I will depart or land … thunderstorm or not.
I am sorrier that, despite the cause of the delay (outbound or inbound), I can’t get any regular updates regarding the status of the issue.
I am sorriest that, after having pushed back from the gate or after having been put into a holding pattern on approach, the inability to obtain updates continues or worsens.
I, too, am sorry that I am crammed into such a small space and I can’t “hang out” in either the front or back of the plane while waiting for the bathroom or otherwise.
I am sorrier that I sometimes forget about these items and need to be reminded. I am sorriest for the rather abrupt and stern reminder (please read that as “glares/eye rolling and disdain”) received from the in-flight crew because of my reckless and wanton marauding.
With respect to short layovers, I could not agree more. It is difficult as a passenger (and by passenger, I mean customer) to be at my best when flying. With the decrease in flight capacity, the decrease in airline employees, decrease in access to non-automated airline services, decrease in on-time arrivals and departures, increase in missed connections, increase in mishandled baggage and overall downturn in airline performance, I don’t have “a lot of time to recover.”
So I ask, is it any wonder airline passengers (and by passenger, I mean customers) have at best shut down a bit and have (admittedly) at worst become aggressive and hostile?
I must apologize as well. On any given trip, by the time I have dealt with long phone queue holds and non-responsive reservations agents, overly crowded ticket counters and overly aggressive ticket counter agents, security agents and security procedures that challenge any practical sense or sensibility and finally gate agents whose apparent mission is to “herd and not be heard”, I am well spent and almost total disengaged.
I ask your forgiveness if I do not respond to the often insincere (when one is extended) “hello” when boarding a flight. In turn, I forgive you for not acknowledging my presence as I board because you are too busy chatting with your colleges. I ask your forgiveness when not removing my headset as you pass by.
So, in closing, the next time you fly try treating YOUR passengers (and by passengers, I mean customers) the way you would like to be treated.
Signed,
Frequently Frustrated Frequent Flier
Charlie Leocha is the President of Travelers United. He has been working in Washington, DC, for the past 14 years with Congress, the Department of Transportation, and industry stakeholders on travel issues. He was the first consumer representative to the Advisory Committee for Aviation Consumer Protections appointed by the Secretary of Transportation from 2012 through 2018.
