Inflight's Greatest Hits

EMBFA

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Mar 1, 2006
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I was going to post this on the Swami-thread but thought maybe it warranted it's own.

Our worklife has taken on the bizarre feeling of a bad Saturday Night Live skit. The company usually ends up doing the right thing, or at least halfway, but only after huge PR fallouts with the employees, or worse, thier remaining customers. They don't listen to feedback or imput from the employees of one of the nation's most experienced airlines. I only see the onboard servives side of things but I assume they are like this in all areas. Whether it's a seeminlgly small issue or a major one, they just seem to f-up every time, apologize, and take the advice already given to them.

Reviewing the last year.

* The company decides the merger is a perfect occasion for a new uniform. US Airways has had the same uniform with minor differences since the early 80s. America West also has an outdated uniform. Other airlines like Delta bring in designers for a fresh, modern, global makeover. US Airways, with its new 'business casual' brand that has alienated everyone but those who came up with it, designs one itself, in-house. The uniform resembles cheap golf apparel, not international flight crew. They post pictures of models wearing ill-fitting samples posing under a tree outside of headquarters. Employees are mortified.

Result: Apologies, company admits it was a poor effort, hires designer to produce new uniform. Designer is told to go business casual even though most employee focus groups were requesting something more on par with peers.

* They randomly decide to replace coffee creamers with powdered cream. Whether it was a cultural difference or a true cost savings, who knows. Flight Attendants respond that the customer base will not respond well to this cheapening. They go ahead and do it anyway.

Result: Customer complaints, they bring back the basic amenity of cream for coffee.

* In the middle of stalled contract negotiations, with morale at an all-time low, they launch cheesier-than-Velveeta co-marketing campaigns with hotel pie in thier premium cabin, coupons for ice cream and other nonsense, expecting the lowest compensated F/As in the industry to schill product for these companies for free. They are surprised with the negative response.

Result: Apology letter from VP of Inflight Sherri Shamblin.

* Inability to properly staff, a problem that has plagued the original US Airways (the incredible shrinking airline) for years, rears its ugly head for the annual transatlantic season. Understaffed in Philly and the three Shuttle bases, they decide to displace F/As from understaffed Philly to the Shuttle cities, and displace F/As from CLT and PIT to PHL. They have the dubious distinction of being the only airline with more of it's flight attendant seniority list on furlough than active and working. Regardless, they send displacement notices out to the hundreds of affected F/As.

President Scott Kirby is all but attacked by an angry horde of F/As in CLT after admitting that he was completely unaware of the displacements before going into an employee Q&A session. Sherri Shamblin makes a brief appearance to declare that she has nothing to do with it, passes the buck to someone else.

Result: After re-tweaking the numbers, company discovers that rather than disrupting the lives of hundreds and thier families, they can simply call 50 people back to work from thier extensive furlough list.

* Company decides to reconfigure Airbus narrowbody aircraft to America West standards (or lack thereof). By removing first class seats and reducing seat pitch, a few more "revenue producing" economy class seats can be stuffed into the cabin. This is to be accomplished by removing galleys and closets. F/As advise that the largest airline in the frigid northeast that also runs a premium business Shuttle may want to reconsider removing coat closets. They point out that half a galley is not enough space for the service.

Botched deconfiguration leaves 2.5 overhead bins for entire first class cabin. Skimpy wall divider has food preparation and galley lights in full view of customers. Bins are filled with catering supplies there is no room for in the galley. First class passengers are appalled when told there is nowhere to hang thier coats, except maybe on a wall to be crushed by a reclining seat. Customers flood the company with complaints, frequent flyers jump ship for other carriers.

Result: Apologies all around, to customers and employees. Slight modification has emergency equiptment in food compartments and video equiptment moved to someone elses overhead bin in coach. Bins still filled with potato chips and garbage bags. Odd cooking-show style galley remains, company announces that they will bring glassware back to domestic first class, then realizes there is nowhere to put it so never mentions it again.

* Company decides to cut costs by introducing a new trash pick-up bag that resembles a Hefty, but has a tendency to break, spilling trash on either floor, flight attendant, or customer. F/As advise bag is not trash receptacle but rather piece of trash itself. Costs are increased as crew simply double bag to avoid breakage.

Result: Apologies, promise of new bag, still hasn't materialized.

* Learning nothing from the narrowbody debacle, company takes its supposed aircraft configuration expertise to the transatlantic market. Again, removal of Envoy Class seats on A330 aircraft will facilitate more Economy seats. This will be accomplished by reducing seat pitch to bottom-of-the-industry pitch. Cabin crews point out that US's international product is already far below even other US carriers. Company does it anyway. Last several middle row customers have to turn sideways into the aisle to lower the tray table, customers are nearly sliced in half when person in front reclines with tray table down.

Result: Another slight modification undoes death trap seating config.

* Company agress to transport Swamis to a convention. Sends out highly offensive crew mail requesting that female flight attendants hide in the galley and avoid contact with them in accordance with thier beliefs. Offends majority female workforce.

Result: Apologies, letters to Swamis saying they cannot guarantee no female contact on domestic United States flight in 2007.
 
Whether it's a seemingly small issue or a major one, they just seem to f-up every time, apologize, and take the advice already given to them.
Reviewing the last year.

sky high states: :up: :up: :up: :up: :up: :up:

great post, EMB.

only stating opinions
 
Where is the Swami apology letter? I have not see in, but figured it would be forthcoming...
 
Where is the Swami apology letter? I have not see in, but figured it would be forthcoming...

It goes something like this...

(In the words of Otis Day, "Hit it!")

"...Oh Swami, how we love ya, how we love ya, our dear ol' Swami!
Too bad you can't stand to gaze on a chick, and now we're told that you smell just like s#%&!
Swami, how we love ya, how we love ya, our dear ol' Swami!
Perhaps a charter flight's more your speed, since our FAs won't do as you plead..."
B)
 
Where is the Swami apology letter? I have not see in, but figured it would be forthcoming...

It was a CBS message that was sent out (at least to the East f/a) stating that they never meant to offend anyone. It also attached a letter sent to whomever is in charge of the "Swami" fest stating that they cannot guarantee nor accomodate their request due to "American Cultue". It further states that they can receive a refund if they chose not to fly us.

Although I don't support the company in ANY decisions that they make, this was a step in the right direction.

Boy, the desert probably feels like Katie Couric at this point..... "What did I get myself into"?????

They are used to the "roll over and play dead" from the West group.....(or so I heard) lol
 
It was a CBS message that was sent out (at least to the East f/a) stating that they never meant to offend anyone. It also attached a letter sent to whomever is in charge of the "Swami" fest stating that they cannot guarantee nor accomodate their request due to "American Cultue". It further states that they can receive a refund if they chose not to fly us.

Although I don't support the company in ANY decisions that they make, this was a step in the right direction.

Boy, the desert probably feels like Katie Couric at this point..... "What did I get myself into"?????

They are used to the "roll over and play dead" from the West group.....(or so I heard) lol
:lol: "What did I get myself into?" Those morons are so CLUELESS they wouldn't know their a** from a hole in the ground! I pray one of those Consultants STOP Me and ask for imput..........I'll let them know more than they EVER BARGAINED FOR. The incompetence running this TRAINWRECK reaches NEW HEIGHTS every tick of the clock. Amazing, and to think they wanted to buy Delta.......Stop the Maddness.There's a saying, "Stupid as the Day is Long" but when you look at Tempe, guess what-- THE DAY ISN'T THAT LONG!
 
Here is the letter from Sherri.... (BLAH,BLAH,BLAH)



Dear Mike and Gary,
Thanks for providing feedback regarding the Must Read, dated July 03, 2007 regarding the Company’s communication of the BAPS (Bochasanwasi Shree Akshar Purushottam)Convention in Jacksonville, FL.
I want to clarify that memo as well as the Company’s
position on this matter.
First, in hindsight, that Must Read could have and should have communicated this unique
situation much better. I am sorry that it offended our team and can understand how it did.
Please know that when this information came into our company, we simply felt that
communicating to our flight attendants and educating them about this group was the right
thing to do. In no way did we intend to communicate this as instruction to our flight
attendants; nor as an endorsement of BAPS’ views. We only intended to educate our
people so that if they encountered someone with this belief who acted in a way contrary
to our culture, they might have a better understanding of their rationale. What we didn’t
want to happen was have a misunderstanding during boarding or during a flight with a
crew who deserved to have information that we had not given them.
I also fear that the wording of our Must Read may have unduly characterized these
individuals and their views. There are a select few individuals who have taken a vow of
celibacy that includes refraining from speaking to or making physical contact with
women. These individuals travel with male escorts that help them to keep this vow and
they humbly requested that we inform our airline personnel of those vows. Groups such
as the TSA were considering staffing certain security lines with all male agents – we
simply chose to inform our employees of their presence and their request, but made no
commitment to abide by their request.
Earlier today we sent a note to BAPS informing them that we cannot guarantee that their
attendees will be able to avoid contact with our female employees in the manner that they
have requested. We offered to refund their tickets if that was not acceptable to them. A
copy of that note is attached.
In summary, I am very sorry that we communicated this matter in a way that offended
our flight attendants or made them feel less than respected. Flight attendants should
continue to do their job as they are trained to do and we never meant to imply anything
different than that. I hope this explains the situation better. We promise to do a better job
of communicating on issues like these when they arise in the future.
Sincerely,
Sherri
 
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"Must Read"- obviously America Wests system. No mention of CBS message, what the majority gets- so west centric.
 
HHMMM - I don't understand why this troll of an inflight VP is still in the position she is in.. She makes VERY VERY poor decisions and shouldn't be in her position. It is almost as if, when a message comes out another one follows saying "sorry" I really meant to say this.. I am appaled by this company and can't believe all this stuff has taken place... Is there nothing that can be done to request her ouster? and that would be just the beginning.
 
This company truly is the joke of the industry. The leaders and support staff in the Sandcastle are clueless and have absolutely no class. This is evidenced by something as simple as the way they present themselves. The HQ staff appear to dress in jeans, casual shirts, sneakers, etc. Certainly does not convey professionalism. I would take Wolf/Gangwal back over these clowns.
 

Wow. Your post says it all. I wonder if a f/a who screws up that much on DCP would be allow to simply appologize for each mistake they keep making or would they be fired?
 

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