Well let me try from a customer to bring this topic back on line.
The key to happy Customers AND Employees is Managements ability to manage expectations. In order to accomplish those goals you need to have service procedures CLEARLY communicated so that both Customer and Employee know what to expect.
Right now I'm not going to quibble which procedures are most customer friendly. What IMO is needed are procedures that are uniform and consistant throughout the entire system. I've seen way to many inconsistancies lately and that's just on the US side.
OK, let's get it out there. Customers: Ask the question and let us answer if it is procedure, a lazy f/a, a f/a being too nice, or a f/a being mean.
I will start with a few.
Q- Why do I not get a pre-departure bev on the A321 or I get a bottle of water? Aren't the f/as suppose to provide a pre departure bev.
A-Even though the FC on the 321 is huge, we are "procedurely" suppose to do a pre-departure beverage. Some will offer bottles of water BUT to adhere to far's, the bottles MUST be recollected. EVERY flight with FC are suppose to offer this service. There are times, however, when a flight may be late and the steady flow of customers makes the task almost impossible.
Q-I have a rollerboard and a backpack. Can I bring my briefcase as my "purse" since a womans purse doesn't count.
A-Unless you pull lipstick out, the answer is no. Seriously, the answer is NO. The rules is ONE bag and ONE smaller item...regardless if you are male or female. BTW ladies, a backpack is NOT a purse! Customers may bring food items on without penalty.
Q-I am in FC. I was upgraded at the last minute. There is no more room on the aircraft. What do I do? Do I have to check my bag?
A-No. If you are sitting in FC and all room is taken, US AIRWAYS now allows such bag to be gate checked with the new Gate Valet tag. Other items that can be gate checked are
strollers/car seats
wheelchairs/assistive devices
deadhead crew baggage
oversized pictures/frames
musical instuments
Q-When I am in coach, I sometimes get the entire can while on some flights I get a cup? What gives?
A-F/A's are allowed to give the entire can on the following flights:
Transatlantic...first bev service and US Airways Shuttle flights. Thats it! The West crews have a larger cup which I call the party cup, which hold almost a can full. The East still has the small cups, which I call the Steven Wolf cups since that jerk brought them back. The party cups will be system wide soon. In the meantime, many East crews feel the entire can is only fair considering the current cups could barely quinch the thirst of a small child. As always, you can have the entire can on request.
Q-I flew FC on US Airways from Anchorage to PHX and then connected to CLT. Why did I get glassware on the former AWA flights but not the old US Airways flight?
A-During their 2 bankruptcies, US East stopped providing glassware to cut cost. What I have heard is that in the future the entire system will have glassware on longer flights such as transcons and international flights only. I have been told that the hold up centers around inserts for the new coffee mugs...yes mugs...as if the powers that be never thought about wrapping them in the wrapping the company piles on for everything else.
Q-When flying FC, sometimes the F/A's take meal orders front-back...sometimes back-front. What's the deal here?
A-Oh the controversial meal order ORDER.One day maybe US will catch up with the year 2006 and provide a system of ordering in advance. Meannwhile, the East f/a procedure is front-back at all times. I do believe (Westies correct me) one way is front/back, the other way back front out west. I'm sure that change will come soon.
Q-Why do so many f/a's promote the Bof A visa card?
A-BofA pays the f/as $50 for every card APPROVED. Not bad for a 2 minute (or should) promotion and walk thru.
OK...YOU GUYS TURN.
