longing4piedmont
Veteran
- Joined
- May 19, 2003
- Messages
- 1,291
- Reaction score
- 6
I'm not sure how many loved you in upper management either.... 😛
US-East Observation Rides In Full Force
- Thread starter Travelpro72
- Start date
PITbull
Veteran
- Joined
- Dec 29, 2002
- Messages
- 7,784
- Reaction score
- 456
About those "ghost riders"...
If there is anyone here who truly did not see this coming, please raise your hand.
I know its been mentioned on here many times in other threads that on the West side, we are all pretty much on the same page, and conform pretty much to "standard".
"Stepford", if you will.
OF COURSE, the new West management is going to send out folks to 'observe' what is going on on East flights. They need to gather data so that they can figger out where to start as far as policies and procedures go.
I don't think anyone should be up in arms about it, and I don't think they mean it to be punitive.
I would just think they need to see for themselves how far off standard East has become.
And, FYI, on the West side, the ENTIRE crew is held responsible for deviations from standard service.
The 2nd FA decides to show TWO movies on an extra-long trans-con?
ALL THREE FAs will go down for it. Yes, even the first, who had no clue what was going on in back w/the VCR.
So, there is no excuse as far as, the FA 'in charge' of the bevvie serv wanted to do it this way, and I just went along....
Everyone knows the standard. If you claim you didn't know, well, even so much the worse for you.
West FAs are responsible to know what is in their manual. Safety as well as service. No excuses.
CLT to LAS and only one bev?
Just today, I flew LAX-LAS-DFW-PHX. Both flights in and out of DFW are considered 2bev flights, and guess what?
The 2nd and 3rd brought the bev cart out TWICE. On a 2 hour flight.
The folks at the front of the cabin actually got 3 bevvies, since I did an initial, running from the front galley, plus a refill and more tidbits, then the 2nd and 3rd came back for another pass w/the cart.
As far as "party cups" from the West side?
Once or twice a year I see 'party' size cups from stations who must be out of regular stock.
West cups are most definitely larger than the standard silly little cups like WN and other airlines use, but I wouldn't call them Party Cups. They are a decent size.
If there is anyone here who truly did not see this coming, please raise your hand.
I know its been mentioned on here many times in other threads that on the West side, we are all pretty much on the same page, and conform pretty much to "standard".
"Stepford", if you will.
OF COURSE, the new West management is going to send out folks to 'observe' what is going on on East flights. They need to gather data so that they can figger out where to start as far as policies and procedures go.
I don't think anyone should be up in arms about it, and I don't think they mean it to be punitive.
I would just think they need to see for themselves how far off standard East has become.
And, FYI, on the West side, the ENTIRE crew is held responsible for deviations from standard service.
The 2nd FA decides to show TWO movies on an extra-long trans-con?
ALL THREE FAs will go down for it. Yes, even the first, who had no clue what was going on in back w/the VCR.
So, there is no excuse as far as, the FA 'in charge' of the bevvie serv wanted to do it this way, and I just went along....
Everyone knows the standard. If you claim you didn't know, well, even so much the worse for you.
West FAs are responsible to know what is in their manual. Safety as well as service. No excuses.
CLT to LAS and only one bev?
Just today, I flew LAX-LAS-DFW-PHX. Both flights in and out of DFW are considered 2bev flights, and guess what?
The 2nd and 3rd brought the bev cart out TWICE. On a 2 hour flight.
The folks at the front of the cabin actually got 3 bevvies, since I did an initial, running from the front galley, plus a refill and more tidbits, then the 2nd and 3rd came back for another pass w/the cart.
As far as "party cups" from the West side?
Once or twice a year I see 'party' size cups from stations who must be out of regular stock.
West cups are most definitely larger than the standard silly little cups like WN and other airlines use, but I wouldn't call them Party Cups. They are a decent size.
Whatnow?
Veteran
- Joined
- Nov 4, 2003
- Messages
- 862
- Reaction score
- 8
As far as "party cups" from the West side?
Once or twice a year I see 'party' size cups from stations who must be out of regular stock.
West cups are most definitely larger than the standard silly little cups like WN and other airlines use, but I wouldn't call them Party Cups. They are a decent size.
[/quote]
I thought I read somewhere about service changes and upcoming items to look for.....mentioning larger drink cups? The one's the East uses are ridiculous, you can get maybe 2-3 sips of a drink out of them and before you move the beverage cart you are already doing seconds to passengers you've already served...that's why the can is the best and easiest way to do ANY service. 😉
Once or twice a year I see 'party' size cups from stations who must be out of regular stock.
West cups are most definitely larger than the standard silly little cups like WN and other airlines use, but I wouldn't call them Party Cups. They are a decent size.
[/quote]
I thought I read somewhere about service changes and upcoming items to look for.....mentioning larger drink cups? The one's the East uses are ridiculous, you can get maybe 2-3 sips of a drink out of them and before you move the beverage cart you are already doing seconds to passengers you've already served...that's why the can is the best and easiest way to do ANY service. 😉
Just yesterday we were reminiscing w/some FC Elites about the days when HP had free drinks, and we actually DID have "Party" size cups!
LOL!
We knew how to mix up a respectable version of a Long Island Ice Tea! And the cup was big enuf to hold it!
That would cost ya $15 today! And no way could ya fit in the cup!
LOL!
We knew how to mix up a respectable version of a Long Island Ice Tea! And the cup was big enuf to hold it!
That would cost ya $15 today! And no way could ya fit in the cup!
TheNewLowFare
Senior
- Joined
- Aug 31, 2005
- Messages
- 394
- Reaction score
- 0
I love the West cups. They are definetely larger and better. I love them and passengers love them. I think the reason why they are bigger is because we don't spend money embossing them with logos which cost money.
I hope we keep them! 🙂
I hope we keep them! 🙂
Travelpro72
Veteran
- Joined
- Jan 30, 2005
- Messages
- 4,964
- Reaction score
- 455
The observation rides currently going on on the east side are all done by east employees. There are 23 in all I do believe. Again, this is mainly safety issues due to the fact that most safety/security will be going the way of the east. When all crews start to integrate they want to be sure we are all on the same page. Service changes will include some of the west side and the emergency/security will be from the east. She said that the former US had a VERY good relationship with the feds but that HP did not have such a good relationship for a few reasons. With this merger they are looking closer at all of us than ever before. So that being said, be more concerned with your safety/security duties than your issue with a fellow f/a and service. Safety and Security first.
jerseyfinn
Senior
I'm not a US employee.
My wife & I live near PHL & we fly US, mostly TA to LGW, MAD, & SNN along with some excursions to places like PBI, PHX, SFO, or SAN. We both work, & have devised a strategy for destination travel which confers elite FF status (we both snag CP with last years promotion and I will do some extra flights this year to keep QM for CP next year). Our point of view is from the pax perspective as people who fly a great deal with US.
I'm intrigued by this thread as it is about customer service, airline cost-saving, employee relationships & policy issues. My wife and I both work in the healthcare field as nurse anesthetists. As such, we can completely relate to Pitbull's comments about burdensome, disjointed stratas of procedural-driven management who often impede workflow and the implementation of quality service. As desertgal points out, ultimately the job is the job and one is indeed accountable for what they do apart from the procedural mavens or recalcitrant co-workers.
I can also see how ghost riders may be both informational or intrusive to the process. They are however a necessary evil, and I would guess that how good or evil depends upon that individual and how they interpret the process and their responsibility.
So I'm kind of puzzled/bemused to learn that US is actually pondering a one cup vs. whole can strategy on certain flights. I tend to agree with those who say give the pax the entire can, especially on those TC flights where time is long and throats parched. Likewise, I just don't see this as being the area which makes or breaks an airline. A modicum of service can generate a ton of goodwill without costing an arm or leg.
In general, we have been very satisfied with US, the FAs, and the service that we receive flying US. Of course, we've been purchasing B fares or qulifying H,M,Qs for the TA upgrades, so one would expect the product and cabin experience to be good. Likewise our domestic flying is either via E-UG or sitting in the "good" coach section. In any case, we've overheard some FA conversations which air out the dirty laundry and differences between FAs. We ourselves take it with a grain of salt as it often sounds like our own jobs working in the OR ( with the exception that when get a complaining patient, we need only push more anesthetic & they stop bothering us 🙄 ).
In any case, no job is perfect, but it all comes down to trying to do the job to the best of your ability, even when managers co-workers, or pax make it difficult. And US east in our observation usually does so. I assume the same is true on the west side, and we will see first hand when we fly to OGG this summer.
So what should pax like ourselves expect and look for when we fly US in terms of service? I'm not the complaining type, but I do frequently send some remarks/observations to CA -- most usually complementing service somewhere along the chain of command ranging from check-in to the Club, to FAs etc. If I know what to look for as a pax, I'm happy to provide insight and feedback to CA which might also serve as a complimentary ghost rider. I kind of feel like I've got an interest in letting management know how we pax feel about things as US slowly unifies services and procedures. They've got to know what works and what doesn't.
regards,
Barry
My wife & I live near PHL & we fly US, mostly TA to LGW, MAD, & SNN along with some excursions to places like PBI, PHX, SFO, or SAN. We both work, & have devised a strategy for destination travel which confers elite FF status (we both snag CP with last years promotion and I will do some extra flights this year to keep QM for CP next year). Our point of view is from the pax perspective as people who fly a great deal with US.
I'm intrigued by this thread as it is about customer service, airline cost-saving, employee relationships & policy issues. My wife and I both work in the healthcare field as nurse anesthetists. As such, we can completely relate to Pitbull's comments about burdensome, disjointed stratas of procedural-driven management who often impede workflow and the implementation of quality service. As desertgal points out, ultimately the job is the job and one is indeed accountable for what they do apart from the procedural mavens or recalcitrant co-workers.
I can also see how ghost riders may be both informational or intrusive to the process. They are however a necessary evil, and I would guess that how good or evil depends upon that individual and how they interpret the process and their responsibility.
So I'm kind of puzzled/bemused to learn that US is actually pondering a one cup vs. whole can strategy on certain flights. I tend to agree with those who say give the pax the entire can, especially on those TC flights where time is long and throats parched. Likewise, I just don't see this as being the area which makes or breaks an airline. A modicum of service can generate a ton of goodwill without costing an arm or leg.
In general, we have been very satisfied with US, the FAs, and the service that we receive flying US. Of course, we've been purchasing B fares or qulifying H,M,Qs for the TA upgrades, so one would expect the product and cabin experience to be good. Likewise our domestic flying is either via E-UG or sitting in the "good" coach section. In any case, we've overheard some FA conversations which air out the dirty laundry and differences between FAs. We ourselves take it with a grain of salt as it often sounds like our own jobs working in the OR ( with the exception that when get a complaining patient, we need only push more anesthetic & they stop bothering us 🙄 ).
In any case, no job is perfect, but it all comes down to trying to do the job to the best of your ability, even when managers co-workers, or pax make it difficult. And US east in our observation usually does so. I assume the same is true on the west side, and we will see first hand when we fly to OGG this summer.
So what should pax like ourselves expect and look for when we fly US in terms of service? I'm not the complaining type, but I do frequently send some remarks/observations to CA -- most usually complementing service somewhere along the chain of command ranging from check-in to the Club, to FAs etc. If I know what to look for as a pax, I'm happy to provide insight and feedback to CA which might also serve as a complimentary ghost rider. I kind of feel like I've got an interest in letting management know how we pax feel about things as US slowly unifies services and procedures. They've got to know what works and what doesn't.
regards,
Barry
longing4piedmont
Veteran
- Joined
- May 19, 2003
- Messages
- 1,291
- Reaction score
- 6
Are you drinking on Mothers Day? :unsure:
PITbull
Veteran
- Joined
- Dec 29, 2002
- Messages
- 7,784
- Reaction score
- 456
jersey,
Welcome to the boards. Comments well taken and thanks for the empathy and customer perspective.
After 25 years of customer service in the inflight depart on the East side, I no longer work for U(USAirways). I, too am in the health field as an RN in Home Health services. Miss my group, but its the best move I've ever made from a financial standpoint.
Look forward to your posts. Just jump in anytime. And again, welcome to our aviation forum family
Enjoy the ride.
Welcome to the boards. Comments well taken and thanks for the empathy and customer perspective.
After 25 years of customer service in the inflight depart on the East side, I no longer work for U(USAirways). I, too am in the health field as an RN in Home Health services. Miss my group, but its the best move I've ever made from a financial standpoint.
Look forward to your posts. Just jump in anytime. And again, welcome to our aviation forum family
Enjoy the ride.
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!!!!
What is a BOB announcement?
BearHunter
Newbie
Barry,
There are certain standards which we must observe on TA in the FC cabin. Leaving a can unless a PAX requests it is a no no. It is our job in the FC cabin to make sure our PAX are taken care of, and that means checking on them from time to time to be certain that their drinks are refreshed or to see if there is something else we can get for them.
In the coach cabin in the east, the drink cups we use are a joke. With ice, they hold 1/3 of the can, so approximately 4 ozs of your requested beverage. In an aircraft where the average humidity is kept at what? 4%, which is lower than Death Valley, if a PAX requests the entire can, 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.
Similar threads
