The idea of a CSD is very helpful on an international flight, but what does a purser bring to a domestic flight other than doing what the "A" does? That said, if it enhances the image or perception of the customer, especially in a premium cabin, I say go for it.
The big question is whether or not they will get it right. Of course experience dictates that they will not, but I will remain somewhat optimistic. If staffing levels are kept too low to do an effective cabin service, and a CSD has to spend too much time filling in, would it prevent him or her from doing the extras expected of the lead position? What are the responsibilties of a purser or CSD on international? Or is the position being redefined for the new Envoy?
The timing of this topic is interesting as I am in China right now and experienced premium service at its best on the way over--of course it was not US, but a hint would be I went EWR-PEK. While still at the gate, a concierge came on board and greeted all the passengers up front by name, wished us a good flight and asked if we needed anything or had any questions. After the door closed, the CSD came around and introduced herself personally to each passenger in the BF cabin, and encouraged us to speak to her during the flight if we needed anything.
This is one long flight-it basically has 3 full meal services. The CSD helped out during the busy times but a key point was that the front cabin was more than adequately staffed--at least 6 FA's working the service and the CSD helping out and supervising as needed. She also spent a good part of the time in the back, and was accessible to every customer, not just those up front. I think that had they been short staffed, she would have been working a regular position, and might have been unable to offer the additional attention which might be needed if an unusual customer issue arose.
Overall, it was a great experience, and was enhanced by the person in the CSD position. If done right it can be great, but then again....who are we talking about here?
I do hope they have people fly other airlines up front to get an idea on how it SHOULD be done.
Oh and as a side note, a full 321 PEK-SHE had a full bev and snack service on a 45 minute flight, and this one was F U L L !.
My best to you all......
