Crew treatment by customers.

Why do you think that a small % of customers disrespect Cabin Crew and treat them like slaves.

There are a few things that customers do that annoy me.

1. Pressing call bells for nothing.
2. Ignoring us when we ask them to do something safety related.
3. Asking us to lift heavy bags because they cant.
4. Trying to listen to what we are saying when talking to them without taking their headsets off. So we have to repeat ourselves.
5. Never saying Please or Thank You.
6. Talk down to us, Swear at us, Role their eyes at us, Ignore us, touch us, pull on our clothing.
7. Not watch the safety demo. Its there for you not us.

The list is endless. As I say its only a small % but why?

Oh and J class customers not taking any notice of the seat belt sign. Its funny but a few think that because they have paid a large amout of money that is safer up there so they dont need to use the seat belt or listen to safety instructions.

[Nottingham Nick]

That's life, I am afraid. [:(!]

I am in no way condoning this type of behaviour, but your experience is no different to any Nurse, Shop Assistant, Barman, Teacher or any one of a hundred other occupations.

The majority of the public (when sober) are polite, pleasant individuals, but there will always be the small percentage of a**holes, and in any public service job, it is the minority whose behaviour sticks in the memory.

Nick

I think number 3 would just be a nice gesture if they genuinely can't do it :S. But I agree with the rest.

Some people im sorry to say jsut have no manners just shows what there upbringing must have been like.In my first upper class flight
back in much i took my own food tray back up to the gally after all god gave me legs and i dont think you guys r there 2 waite on me hand and foot.Btw when i did take my tray back i got told off!!
lol alLways say please and thank you, and on the way back form Las gave the crew a box of chocolates as a thank you.

Indeed its the same, regretably, in all industries.

As for your list, I plead not guilty to all of them! Indeed, I'm often shy of using the call bell when I do need something - even in Upper!

I think in the main most people have good manners and will do or not do the things you list as appropriate.

Unfortunately there is a small element in our society for whom manners, politeness and civility are words that do not exist - how many of us let a car turn or pass without acknowledgement; open a door for someone without a "thank you", see others in shops and restaurants demeaning he staff.

I dont think we are all turning into "grumpy old men and women" but it really annoys the life out of me when common courtesy is just ignored.

God knows how we get these people to change - I must admit I say thank you quite loudly if I haver held a door open and the person ignores me[V]

I would echo what Nick says 'Thats Life' .... having spent many many years working in a public facing occupation, I have experienced just about all types from those that love you to those that hate you with everything in between.

You musn't lose sight of the fact ... and dare I say it that the same can be said of cabin crew..... happily a rare thing with VS but I have encountered some extremely rude and offensive cabin crew, particularly foreign govt owned carriers !!

It takes all sorts ...... and passengers are no different

Regards

Mark

[fozzyo]

Some passengers are just terrible. On our LHR->JFK flight last week Dean and I were in J, my parents W and my brother Y. Long story short we all spent time upstairs in W and at the bar in J.

One of the other J pax had a right go at the FSM very early on in the flight because her friend in W had been "denied access" to the bar. Where as we were all made to feel very welcome, i'm guessing that could because we weren't rude to the crew and asked the FSM for permission to bring pax up into other classes that they didn't pay for.

Courtesy and manners can make the world of difference for everyone involved.

On number 7) not long after the seatbelt sign came on for landing the FSM made a very strong announcement that it applied to "all passengers in every class" - we think she meant some J pax. The spend gives you some priviledges, like a bed and a bar - doesn't exclude you from safety or legal commitments.

Mat xxx

Jeez,

Try working on the railway mate!!!

Regards

John

I totaly agree with you VITB! If you dont have manners well... i wont say anymore.
number two, when I was in j I was the only person watchin the Safety video and crew pointing out the exits! A bit worrying considering in an emregancy would they have known what to do?

Ref item 3, in common with check in staff, i think you'll find that under current H & S rules you shouldn't do it. If you damage your back you could end not being covered by company insurance.

As for people pressing the call button for nothing, I've done that before by accident. It was on the V-Port control and I wasn't exactly clear what it was for, so was pressing everything to see what happened (did think that grey button on the arm rest of the economy seats was the call button so didn't press that until I found it reclined the seat).

Nearest I've been to the headset thing is when I'm watching a film and one of the cabin crew comes up asking what I would like for dinner and I'm a bit oblivious to them at first.....

I think the new 32Kg limit on hold baggage is due to H&S restrictions. Interesting that BA have recently relaxed weight restrictions on cabin baggage...

John

[ChuckC]

VITB,
I've been in the service of the public for nearly 40 years and it never ceases to amaze me how much courtesy -- or its absence -- helps one form an early opinion of another person. I know it must be terribly frustrating to be highly trained in VS' customer service expectations only to encounter some folks with personalities akin to dial tones. Unfortunately there clearly are more of these types flying around than in the "old days" when courtesy wasn't so much an art form as it was a way of life; my UK friends are great examples of people who still treat it as the latter.

Bottom line for me on this issue is that employee selection and training are key in public service positions, because while the public may have become less courteous, they're still paying our salaries and that means we must either find better ways of coping with the discourteous, or choose another line of work.

Of course, in situations where coping isn't appropriate, that's why FSMs wear the nametag. "Paging FSM, please ..."

Regards,
Chuck-

What a very good topic.
From an early age I have gone through life with a pleasant smile and kind word for everyone I encounter regardless of their job or position. People have always gone the extra yard for me without my even asking, yet you see grumpy, whingeing people and they never seem to have any luck or favours done for them. You reap what you sow! Let the grumpies of the world continue as it makes it easier for us nicer ones to attain better service.

[Pete]

Originally posted by JAT74L
I think the new 32Kg limit on hold baggage is due to H&S restrictions. Interesting that BA have recently relaxed weight restrictions on cabin baggage...

John

... although their relaxed limits basically say you can bring it on if (a) it fits, and (b) you can lift it yourself

Originally posted by virgin is the best
Why do you think that a small % of customers disrespect Cabin Crew and treat them like slaves.

Because, without making apologies, some people can be short tempered, arrogant, ignorant and rude.

Why do you think that a small % of cabin crew disrespect passengers and treat them like no more than an inconvinience? (its a rhetorical question).

Interesting topic. Perhaps people, whether passengers or crew, divide into those who can deal with their fellow man, and those who can't. Just as I've been appalled by the discourteous behaviour of some passengers I've shared a flight with, I've also been appalled by the approach of some cabin crew who have appeared to view pax as an irritant rather than as customers. I think the abiding message is that some pax, and some cabin crew, are stars; most (in both categories) are ok, and some should not be allowed to fly (if pax) or to work in any form of customer service environment (if crew). I don't think this is a VS specific problem, as it seems to apply in every walk of life.

Best wishes

David

Edited to add that I've now seen Adam's post, which says the same as mine, but more succinctly, and I agree with him.

[Neil]

Originally posted by adam777

Originally posted by virgin is the best
Why do you think that a small % of customers disrespect Cabin Crew and treat them like slaves.

Why do you think that a small % of cabin crew disrespect passengers and treat them like no more than an inconvinience? (its a rhetorical question).

I kinda agree with Adam on this one - I myself make a great effort to be polite to the Cabin Crew etc as its the way I have been brought up and just the way that I am - but it can be equally annoying as a pax when you have cabin crew who are rude and unhelpful, for a lot of the flight we are kept in our seats and need assistance for things from the crew, but there are times when you are made to feel guilty for asking. Don't get me wrong the majority of Virgin crew i have encountered are wonderful but certain ones have been down right rude[V]

Neil:)

Originally posted by sean modi
I think number 3 would just be a nice gesture if they genuinely can't do it :S. But I agree with the rest.

What lifting a heavy bag?

No way!! If YOU can't life your own bag don't expect me too - i'm not being funny but i was average size for cabin crew and chances are i can lift less than the passenger.

I'm not going to risk injuring myself - especially if it's before a flight. I wouldn't want to be put in the position where i can't fufill my duties because of an injury or worse case scenario can't do the flight at all.

You may think it's petty but i've been told from day one do not lift any bags. It's not worth the risk!!

I agree with that as its too easy to get a bad back from lifting something and as Lipstick says it can be something that stops you working.

However - I think if someone is not able to lift their bag into the locker - elderly perhaps, infirm, not well etc - then the cabin crew should do what they can to help by asking for help from another crew member.

Talk down to us, Role their eyes at us, Ignore us,

I have had quite a few crew who the above statement fits perfectly.

On the subject of relationships between cabin crew and passengers I've always attempted to be polite and non demanding particularly at those points in the trip when the crew are obviously under the most stress. I say trip because boarding appears to be a particular stress point - crew under a great deal of time pressure, people who can't find their seats, people wanting re-seating, people anxious to be on their way after 3 hrs wandering around inappropriate shops selling overpriced tat.... This can lead to some, shall we say, less than graceful interactions. On a recent (non Virgin) flight I was asked to relinquish my purposely requested window seat to move to an end of inner row seat (I *hate* the inner rows with a vengeance) so a father and (small) daughter could sit together. Apparently they'd been assured at check in that they had adjacent seats. Tne request was made by the attendant in a manner best described as "brusque"; and to my shame I responded a little in kind. I'd checked in early; I'd requested the windows seat; I'd boarded in the order asked; I'd not filled the overhead locker with a steamer trunk.. I did move, but as I say, with little grace (for which I am to this day ashamed). I know that the crew are having to sort the challenges that result from the demands made on check in staff to process passengers, but a change in the manner of asking, explaining and requesting my assistance in resolving an unfortunate problem rather than effectively making a demand, would have helped.

I hope I don't set the cat amongst the pigeons here, I am a huge Virgin fan and you have no idea how exited I get about flying with them again.

BUT, its true to say that a small %age of pax can be rude arrogant
sods, however sadly over my past few flights the %age of flights where cabin crew have treated pax like trogs or an irritation has been 50/50, sometimes the rudeness and complete indifference to passengers is displayed on a flight one way and then absolute perfection on the other.

I think pax sometimes need to be more civil, i also think some cabin crew need to get there house in order as well, lets face it Virgin is the customers choice, not the cheapest option.

Sorry but that had to be said.

I just thought I would add if the tv remotes were not fixed in to the side of seats the call button might get pressed less.

My 7 year old nephew got rather strongly berated by an uncivil cabin man for pressing it in PE last year, he was trying to put the tv on and kept pressing the wrong button for a minute, rather than the man telling him the right button to press he just ran down the cabin and pointed his finger at him and told him off, first flight for a 7 year old ever, good first impression that one, thanks Virgin.

I strongly agree with easygoingeezer comments especially about VS, not being the cheapest option BUT, the customer choice as for the crew member pointing his finger at a 7 year old that's just wrong and I would have given him a piece of my mind if that was me. [}:)]