US-East Observation Rides In Full Force

[EyeInTheSky]

Ghost riding is nothing new in a service oriented industry. There are ghost "travelers" to rate hotels, resorts, cruise lines, etc. Basically, this all comes down to quality control issues. If you aren't doing it by the book, well, then you have a quality problem. I can't blame management for doing this. I've been pretty disgusted flying as a full fare passenger from PIT-PHL lately; out of the 10 flights I've take over two months only 3 times the flight attendants served! Sorry, it's pathetic! One time it was bumpy and it was justified that they sit, the other times they could have gotten up and done their job. I remember the days of the PIT-PHL breakfast flights -- not saying breakfast should be served but a drink service has always been "doable." I've flown Soutwest between PIT-PHL as well about three times and they always get up. It's time for employees to be accountable.

Eye

 

[FlyOnWall]

I have no problem giving it to them and on the longer flights that we did on MidAtlantic, let's say, PHL - IAH, I would usually give PAX an entire can and do a water service later in the flight.
And don't even get me started on Uniform compliance in the east. It is without question the worst in the industry. As I was walking through the airport in PHL the other day, I witnessed a F/A whose skirt was so short I figured she must stand during all take offs and landings, I am hoping this was an unusual situation!
I say welcome to the ghost riders and to the PAX that write in to either applaud or question service and/or uniform compliance.
Their are a few in the east that need a great big kick in the a$$ to get in line from what I can see. Whether this is true or not in the west remains to be seen.

Agreed completely. The service standards on the east are pretty dismal, and very inconsistant. MidAtlantic was great but that was a smaller group of F/As who got together and made up thier own, more comprehensive service... more than what the company asks but at least they were all consistant with it. I was under the impression the full can and water service were part of the company's "MidAtlantic", all-coach product, but as I understand from a F/A it was actually just eager F/As! Same with the Transformation theme boarding music... one of the F/As actually made a CD and they all burned it!

It should just be standard, and very clear what kind of service for what kind of flight. And having the crew go through with an extra water or coffee service, or a second beverage on a transcon is not too much to ask and very appreciated. I say set the standards, up them a little bit, and then absolutely hold people accountable for it. At an airline like US people are too often intimidated by one crewmember because of attitude or seniority. US Airways was inconsistant to begin with, and now has another airline merging in. So they need to define thier product, stick with it, and enforce it.

 

[EyeInTheSky]

MidAtlantic was great but that was a smaller group of F/As who got together and made up thier own, more comprehensive service... more than what the company asks but at least they were all consistant with it.

No offense, but I flew a few flights on the E70 and these girls sat on their butt PHL-PIT the whole time too. One even sat in the first row of seats and read her book! I've been on three old Mid Atlantic flights and I wasn't impressed with the flight attendants. Just calling it like I see it.

Eye

 

[FlyOnWall]

No offense, but I flew a few flights on the E70 and these girls sat on their butt PHL-PIT the whole time too. One even sat in the first row of seats and read her book! I've been on three old Mid Atlantic flights and I wasn't impressed with the flight attendants. Just calling it like I see it.

Eye

Maybe they are trying to maintain consistency with thier new replacements at Republic Airlines... 😛 Did they blow a slide and make obscene announcements for good measure too?

Sitting in a front pax seat is a big no-no and should be reported, although in this case the girl's gone already anyway, or at least is on the 27th. Maybe she was reading her state's unemployment brochures or her furlough letter from the company.

What is the deal with PHL-PIT anyway? Is it or is it not a beverage flight? There's exactly what we're talking about here, some say it is and some say it isn't. I'd venture to say it is but rarely see one done on any carrier. Any F/As know for sure?

 

[Travelpro72]

The new service guidelines are out and are easier to read and understand than ever. There is a caribbean and a domestic sheet. They are blue and white. The PIT-PHL-PIT flights are express. That's coffee,oj and water in the morning and coke, diet coke, sprite and water all other times. Why some STILL insist on using that damn tray to do an express service though is lightyears beyond me. The f/a's are in the back galley needing 1coke 2waters 3sprites and the other needs something else. Just take a damn meal cart out with an atlas drawer on top with cups and ice. Lordy, people make it so hard on themselves. Save yourselves some time. Sometimes you have one 9-hole tray or NONE at all. 🙄

 

[Twicebaked]

We had a ghost rider yesterday out of Vegas. She chewed out the agent for not doing a BOB announcement in the lobby before boarding. She showed as a regular non rev on the paperwork but had a code after it so it was not a surprise to any of us. Well, she SLEPT all but 30 minutes of the ENTIRE flight!!!!

This woman sounds like a class act.

A) She has no room to say anything about procedures as she is NOT ALLOWED TO SLEEP during an observation ride.

B) She is only there for SAFETY issues and has no authority to say anything about service.

C) She is NOT A SUPERVISOR and is only there to collect data and document trends.

D) Has NO AUTHORITY to say ANYTHING to the gate agents.

I know this because I have done observation rides.

 

[Travelpro72]

I am pretty sure that due to the merger these observation rides they are doing currently are different than the ones performed in the past. The woman and gentleman I had on both flights WERE there for safety mostly but service as well. No you cannot get into trouble for not doing something correctly but during the debrief at the end of the flight it's just constructive feedback. They are not out there to hang anyone from the cross. Just let those that do tend to slack just a bit on "safety" issues to pick up the pace a bit. As for telling the gate agent about not announcing the BOB sales...Well they are to do that and by not doing it effects US. So yes, I do feel she has the right as wouldn't I say something as well. Your gonna let what, 182 coach passengers on an a/c and not let them know about the meal situation? Anyway....the ghost riders on the a/c today are no different than secret shoppers at walmart. Do your J-O-B and you have NOTHING to worry about! Those that don't want to do it, many would do it for much less pay.

 

[flytchick]

From a "Westie" - welcome to our world of ghost riders!! We have had them for YEARS!! Ours are usually f/f with a checklist. The problem is they have no clue beyond the checklist. Seriously, I can count maybe 3 times in 20+ years I have had problems w/service from my fellow crew - everyone just does their job and it really is not an issue. BUT - what really gets us over here in the West is how the Mesa "AWA Express" f/a's look/serve/work however they want and NOTHING is ever done about it - and what really chaps our behind is that they are wearing the AWA uniform and the AWA wings. They are not US! If we are held accountable for our infractions then why aren't they? Trust me - I commute on them all the time and their service is appalling - and it goes downhill from there.

 

[N965VJ]

We had a ghost rider yesterday out of Vegas. <SNIP> Well, she SLEPT all but 30 minutes of the ENTIRE flight!!!!

Out of LAS? What a surprise.

Why some STILL insist on using that damn tray to do an express service though is lightyears beyond me.

They just want to keep their skills sharp in case a change of employer is necessary

 

[USCREW]

It is just great to hear that Tempe is snapping the leash a little bit. In the past year I have seen much lower levels of service, esp from PHL-based crews (which particularly pains me to say since I am not a PHL basher).

If standards are not enforced then there will be the creeping decay that we've all seen.

How do you know that they are PHL crews? Did you check on catcrew or did they tell you?

If these are "ghost riders" they must be to caught up in self-importance to remember the "ghost" part.

I was a "ghost rider" for a few years. The comments I've read are interesting because I find them incredible. We are only supposed to debrief on safety issues. We don't comment on service or appearance, that gets reported but we don't discuss it.

Are you saying that "management" cannot trace the crew on the "writeup"? If so, what is to prevent a "writeup" or "repremand" (sic)? Perhaps you've been drinking the kool-aid a little too much?
There are several lawsuits over that very same issue and it looks as if that will be a completely incorrect statement, not that it matters to you.

Republic is not USAirways. It has it's own management and inflight procedures, separate from USAir...different contract-different airline. It is obvious that you are not mainline because this fact is very clear.

What in the world is the point of the supervision then? Who else would report employees that aren't following procedure in a way that will go on their record and perhaps result in discipline?

ghost riders are flight attendants on special projects who fill out compliance forms to turn in for data. Check riders are inflight supervisors who will announce their presence in advance and have the authority to discipline.

 

[CLTBWIDAYSYR]

And don't even get me started on Uniform compliance in the east. It is without question the worst in the industry. As I was walking through the airport in PHL the other day, I witnessed a F/A whose skirt was so short I figured she must stand during all take offs and landings, I am hoping this was an unusual situation!
I say welcome to the ghost riders and to the PAX that write in to either applaud or question service and/or uniform compliance.
Their are a few in the east that need a great big kick in the a$$ to get in line from what I can see. Whether this is true or not in the west remains to be seen.

You can blame US management for that one. In CLT, getting new uniform pieces or new luggage is like pulling teeth. If I want new shirts, I have to buy them. Forget that they're yellowed, have grease spots on them, collars are worn out. A man with the intitials R.M. in CLT inflight will tell you there's nothing wrong with them. What do I do instead? I got to T.J.Maxx and buy plain white shirts at half the cost of the crappy ones that we're supposed to buy. Same thing with luggage. My suitcase is 6 years old. It is shredded on the inside. The wheels have broken 3 times. The frame is broken in three places. The pocket on the back has a big hole in it (punctured by a baggage cart on the ramp). Not bad enough to be replaced. My point is that most US east f/a's have simply stopped going to management for replacement pieces because they know what answer they're going to get. A big "NO"! Instead, we spend our own money on "look-alike" pieces and luggage that are better quality and cost less than what the airline would have us purchase. So sorry that we look like hell. If the company actually cared about our appearance, they'd replace uniform pieces when they wear out.

As a side note, even when in uniform, we look like hell. Who decided that women should get aviator shirts with pockets on the breast?!! The woman I just worked with looked as if her chest was ready for flight, as the pockets were about to have buttons (or were they nipples, since that's where the buttons are placed) pop at any moment.

 

[flygirl74]

I had a ghostrider to LAS last week. The guy was in 9C on the 757. He slept most of the flight too. Then during deplaning, the "A" f/a walks off the airplane WITH HER LUGGAGE!! All of C zone wasn't even off! During his debrief, he never even mentioned it. :blink:

 

[BajaBabe]

Teddy stay out of my business and anyone who I have represented has never felt I did not give it my all. Of course Jerry knew you would make alot of noise. When you were not being proped up by your CC buds you were crying and screaming into the phone. If I took you as a example for the remainder of my career those who you coodled got away with murder. In my 36 years of working with the Union I do not hold your attitude towards me to be important.Teddy its public knowledge that you think I am a not capable of doing my job. Why don't you work on what you can change. Be Positive and let your Bitterness pass

 

[desertgal]

Then during deplaning, the "A" f/a walks off the airplane WITH HER LUGGAGE!! All of C zone wasn't even off!

That would get you fired at West.

 

[PITbull]

Teddy stay out of my business and anyone who I have represented has never felt I did not give it my all. Of course Jerry knew you would make alot of noise. When you were not being proped up by your CC buds you were crying and screaming into the phone. If I took you as a example for the remainder of my career those who you coodled got away with murder. In my 36 years of working with the Union I do not hold your attitude towards me to be important.Teddy its public knowledge that you think I am a not capable of doing my job. Why don't you work on what you can change. Be Positive and let your Bitterness pass

You're history, and its coming. PIT f/as are in your base. They don't accept nor tolerate mediocrity or below.

You are not in office to pass judgement or be selective on representation, but rather to protect the contract, the jobs and do your best to represent the members. That's why you are bestowed flight pay loss by the DUES of the membership. I don't think the f/as would care for anything less than fair representation without passing judgement by a union rep. on whether YOU think they deserve protected. Your goal should be to aim for nothing less than the best results possible using everything at your disposal.