SimpliFlying » Flight attendant

Cebu Pacific creates a safety demonstration to rival the rapping flight attendant at Southwest!

Shashank Nigam — Tue, 05 Oct 2010 06:46:51 +0000

Lots of you must be familiar with the rapping flight attendant at Southwest Airlines – who gave a brand new twist to the decades old safety demonstration. Then we had the safety video at Air New Zealand where flight attendants wore nothing but body-paint.

Now, from the Philippines come the Cebu Pacific flight attendants dancing on Lady Gaga’s music during the safety demo. This video has received over 5million views just over the weekend, and certainly gets the passengers in the groove for the flight.

For the unaware, Cebu Pacific has a history of being quirky – like the crew performing magic tricks if the plane sits on the tarmac for too long. So yes, the dance video has gone viral, and I think it’s also well deserved – as it epitomizes the swanky brand. Great job, Cebu Pacific!

Enjoy the video! (click here if you can’t see it below)

Asiana Airlines perks up the brand by adding summer fun in the air

Shashank Nigam — Tue, 21 Jul 2009 00:09:03 +0000

My friend Sergio Mello, of the Satisfly fame, shared with me a very fascinating story of a legacy carrier not acting in a legacy way. And I couldn’t help but write about it here.

Flying is fun this summer!

Asiana Airlines, out of South Korea, is going to offer a very different in-flight experience to its passengers this summer. The in-flight crew on 52 flights will be dressed up as pirates and serve passengers colorful exotic drinks.

There will be eight different teams, providing in-flight entertainment with a difference. These teams will perform magic tricks, tell the future using Tarrot cards, draw passengers’ caricatures and even conduct an on-board fashion show with traditional costumes from popular holiday destinations.

But my favorite is that interested passengers can even “exeprience the life of a flight attendant”. I’m sure that’s going to be popular. Children will get a special treatment too. They’ll enjoy everything from face paint to origami sessions!

The in-flight experience differentiator

When I designed the 6X airline branding model, the basic tenet behind “Brand eXperience” was the fact that airlines, unlike most other brands, have a unique advantage of holding their target audience captive for two to twenty-two hours! My brand interaction with a Coke can is five minutes. With Starbucks coffee is about 30 mins.

And this presents a unique opportunity for the airline to impress the customer and treat him like a VIP. Few airlines have leveraged on this, namely Singapore Airlines, Southwest Airlines and Volaris Mexico. Fortunately, Asiana has stepped into this club, by enhancing the in-flight experience, even if for the summer.

My gut-feeling is that this effort by the airline will be a roaring success, and they will retain all, if not most, of these special in-flight activities. So much more fun than staring into the galley, when you’re done watching movies on the small screen. The next thing Asiana should be thinking about how to get all these efforts viewable to millions online!

There couldn’t have been a better testimony of the fact that an airline brand is what it does, not what it says it does.

So, what do you think about Asiana’s initiative? Isn’t it a refreshing effort? Why aren’t other airlines doing something like this? Let’s discuss in the comments or over on Twitter (@simpliflying)

Letter of Apology to the flying public, from flight attendants

Shashank Nigam — Fri, 15 Aug 2008 04:17:31 +0000

Image via Wikipedia

This is a touching letter, from a flight attendant’s perspective, which was first published on Airliners.net. We felt compelled to share it.

To the Flying Public: We’re sorry

We’re sorry we have no pillows.
We’re sorry we’re out of blankets.
We’re sorry the airplane is too cold.
We’re sorry the airplane is too hot.
We’re sorry the overhead bins are full.
We’re sorry we have no closet space for your oversized bag.
We’re sorry that’s not the seat you wanted.
We’re sorry there’s a restless toddler/overweight/offensive smelling passenger seated next to you.
We’re sorry the plane is full and there are no other seats available.
We’re sorry you didn’t get your upgrade.
We’re sorry that guy makes you uncomfortable because he looks like a terrorist.
We’re sorry there’s a thunderstorm and we can’t take off.
We’re sorry we don’t know when it will stop.
We’re sorry you’re crammed into a space so small that if you were an animal PETA would protest.
We’re sorry our plane has no music or video entertainment for your 3-hour flight.
We’re sorry we ran out of your favorite soda.
We’re sorry there are no more sandwiches.
We’re sorry that Budweiser costs $6.
We’re sorry we don’t have diapers for your baby.
We’re sorry we don’t have milk for the same baby.
We’re sorry you can’t hang out by the cockpit door waiting to use the bathroom.
We’re sorry you can’t hang out at the back of the airplane.
We’re sorry you have to sit down and fasten your seatbelt.
We’re sorry you have to put your seat up for landing.
We’re sorry we don’t know when we’re going to land.
We’re sorry we don’t know whether your plane to (substitute any city in the world) will be waiting for you when we land.
We’re sorry we’ve been diverted because we ran out of gas waiting to land.
We’re sorry for these and so many other things that we have absolutely no control over but which we are held accountable for EVERY SINGLE DAY.

Please understand. Flight attendants are not the enemy. We share your space. More than anyone – we want to have a nice, pleasant travel experience.

There is a reason behind everything we ask you to do. It may be a FAA directive. It may be security related. It may be a company procedure.

We don’t just make stuff up. We don’t spend 8 weeks at the flight academy learning how to pour a Coke. There are many things that flight attendants are watching for constantly on every flight FOR YOUR SAFETY. It’s not because we’re bored or so controlling that we just enjoy telling people what to do. I, for one, would like to have one flight where I didn’t have to repeatedly tell people to put their seats up for landing. Seriously. Can’t you just do what we ask sometimes? Without the glares, eye rolling and disdain? For the record – putting your seat up for landing may not seem that important to your personal safety. However, it is very important for the person sitting BEHIND YOU. If you have ever tried to get out of a row where someone has their seat back you know it can be a challenge. Try grabbing your ankles (emergency brace position) or getting out of that row quickly with smoke in the cabin.

Understand a little better now?

Many of the things we ask passengers to comply with are FAA directives. Like carry-on bag stowage and exit row requirements. When we can serve drinks (in the air) and when we can’t (after the aircraft door is closed or on an active taxi-way). We are only allowed to move about the cabin during taxi out for safety related duties. We can’t get you blankets, or hang coats, or get you drinks. It’s not because we don’t want to. It’s because we are held personally responsible if we fail to comply with FAA directives. Meaning that the FAA can fine us personally up to $10,000 if we fail to comply or enforce an FAA Directive.

Like no bags at the bulkhead. No children in the exit row. No one moving around the cabin during taxi. Perhaps now you know why flight attendants get a little testy when people move about the cabin when they’re not supposed to. It’s not the company that gets in trouble for that. It’s us.

Personally, I wish airlines would show worst-case scenario safety videos. Like what happens if you walk through the cabin during turbulence. There could be a guy who has just fallen and smacked his face on the metal armrest and now has a bloody, gushing broken nose. Or an elderly lady who now has a broken arm because someone walking to the bathroom fell on her.

Maybe a passenger with a broken neck because somebody opened an overhead bin during turbulence and a suitcase fell out and onto the person sitting beneath it. These things can easily happen in a fast moving, unstable air environment.

Please just trust that we are looking out for your best interest and stop fighting with us about everything we ask you to do. It is exhausting.

Finally, please, please direct your hostility and frustrations in the direction where they will be most effective: The customer service department. They are the ones equipped to handle your complaint and implement procedures for CHANGE.

Think about it. Complaining to the flight crew about all your negative travel experiences is about the same as complaining to the office janitor because your computer isn’t working. It may make you feel better to vent about it – but it really won’t fix anything. More than anybody we are already aware of the lack of amenities, food, service and comfort on the aircraft. Please share your concerns with the people in the cubicles at corporate who need that information to make better decisions for the flying public.

It’s frustrating that so many people are in denial about what the travel industry is about now. The glory days of pillows, blankets, magazines and a hot meal for everyone are long gone. Our job is to get you from point A to point B safely and at the cheapest possible cost to you and the company. So be prepared. If you are hungry – get a sandwich before you get on the plane.

If it’s a 3 hour flight, anticipate that you may get hungry and bring some snacks. If you are prone to being cold – bring a wrap. Think for yourself and think ahead. Otherwise, don’t complain when you have to pay $3 for a cookie and are left with a crusty blanket to keep you warm.

We hear often that the service just isn’t what is used to be. Well, the SERVICE we provide now isn’t what it used to be. When I was hired, my job was to serve drinks, meals, ensure that safety requirements were met and tend to in-flight medical issues.

Since 9/11 my primary job is to ensure that my airplane will not be compromised by a terrorist. 9/11 may be a distant memory now to many, but be assured that EVERY DAY a flight attendant reports to work he or she is constantly thinking about 9/11. We feel a personal responsibility to ensure that something like that never happens again. We can never relax. We can never not be suspicious about someone’s intentions.

It is difficult to be vigilant and gregarious at the same time. Especially when most of us are working 12 hour days after layovers that only allow 5-6 hours of sleep. Not because we were out partying and having a grand time on the layover – but because the delays that you experience as a passenger also affect us as a crew, so that what was a 10 hour layover is now 8 hours which doesn’t leave a lot of time to recover from what has become an increasingly stressful occupation.

Despite everything, I still enjoy being a flight attendant.

I am writing this letter because I do still care about my profession and about the public perception of flight attendants. In the increasingly challenging travel world it is becoming more imperative than ever for people to just be decent to each other. I can go through an entire day without one person saying anything remotely civil. I will stand at the aircraft door and say hello to everyone who enters and maybe 50% will even look at me and even fewer will say hello back.

I will try to serve someone a meal who can’t be bothered to take their headsets off long enough for me to ask them what they want. Most of the time the only conversation a passenger has with me is when they are complaining.

Is it any wonder why flight attendants have shut down a bit? After suffering the disdain of hundreds of passengers a day it’s difficult sometimes to even smile, much less interact. We are human. We appreciate the same respect and courtesy that passengers do.

The next time you fly, try treating the flight attendants the way you would like to be treated. You may be surprised how friendly your flight crew is when they are treated like people.

Author – unknown