OMAAT reader Paul asked me an interesting question, which I figure could be worth addressing here. Long story short, he was in business class on an overnight transatlantic American flight, in the bulkhead row. After the meal service, the crew continued to be loud in the galley, while most passengers were trying to sleep. Even with headphones on, it impacted his ability to sleep.
So he politely asked the crew if they could be a little quieter, to which they responded by guilting him, explaining they were just trying to pass the time. Paul asks me if his request was inappropriate, or if the crew was being unreasonable.
Let’s address the big picture question of when it makes sense to address a crew directly.
In this post:
US airlines don’t have onboard supervisors
I think part of the reason service is sometimes lackluster on US carriers is because the lack of a crew member in a position of authority. At US carriers, the lead flight attendant is simply someone who gets paid a few extra dollars per hour to make announcements and do the paperwork. They don’t have the ability to really discipline the crew, so they’re not actually “supervising” the crew.
Contrast that to foreign carriers, where the purser (or inflight service manager, or customer service director, or whatever they call it) is often actually in a position of authority. Foreign crews sometimes aren’t just scared of being disciplined by management, but also scared of being disciplined by their purser, because they really are an authoritative figure.
When do I address problems onboard?
As a general rule of thumb, I’ll address problems onboard if there’s something which can actionably be done to fix it. For example, I’d mention something to the crew if the cabin is too warm, there’s too much galley noise, the lighting is too bright, etc. After all, you want to give them the chance to fix it.
However, personally I’d almost never address service problems as such onboard a flight. In other words, I’d almost never tell a flight attendant to their face that I thought they were rude, lazy, etc.
The one exception would be if I were flying a foreign carrier, and toward the end of the flight, the purser came around to ask how everything was (which is the norm). In theory, I’d have no qualms saying “to be honest the service was really lackluster,” or whatever the problem might have been.
But I’d never even address it with a purser earlier in the flight. Because even if the purser has a conversation with the crew in an effort to fix it, it would be incredibly awkward to be served by the crew which you just caused to be disciplined.
In fairness, even at the end of the flight, it can be awkward to provide feedback. For example, in early 2024 I took an Oman Air flight, where the flight attendant serving my section was pretty awful. At the end of the flight, I provided some feedback to the cabin manager, and it just got plain awkward.
The cabin manager ended up telling the flight attendant everything, and then she basically gaslighted me, coming up to me and telling me that she has a passion for service, etc. She basically wanted me to tell her that the service was in fact good, and I was wrong. I guess I learned my lesson there…
How my approach differs on US carriers
All that being said, my approach differs considerably on US carriers. Why?
- There’s not an authoritative crew member onboard, which tends to mean all the flight attendants have each others’ backs
- Post-9/11, flight attendants have a lot of latitude to kick people off planes for anything they might consider “disruptive,” which leads to some crews being on power trips
So on US-carriers I’m even milder. I’d only address service issues if it’s something I knew they could easily fix. And then I’ll only address them once. Furthermore, I’d never take a threatening tone, or say anything which could be interpreted in a threatening way (“if you don’t quiet down I’ll complain”)… not that I’d ever take such a tone on other airlines either.
Back to the original question posed by Paul, I think there’s nothing wrong with politely asking the crew to be quieter, if they’re disturbing your sleep. If they have an attitude and refuse to change their approach, then I’d complain to the airline after the fact. It’s unlikely to make a big difference, but still, things like that should be documented.
Bottom line
In theory, there’s nothing wrong with providing polite feedback onboard a flight, if something isn’t up to your standards. The way that feedback will be received probably depends on the service culture at the airline, plus the general crew hierarchy.
In fairness, as an introvert, I typically try to avoid confrontations and unnecessary interactions. And after my experience of providing feedback on Oman Air last year, I’m perhaps a bit less confident when it comes to having faith that feedback will be received without making it awkward for me.
What’s your approach when it comes to addressing crews over service issues?
I had the same thing happen to me on an AA flight AMS-CLT a few years back. I addressed it four times during the flight - the last time with the Purser and nothing changed. I moved back to the last row in coach to get some rest. After the flight, I wrote in to AA to complain. They offered 5k miles and said "sorry." I don't fly AA international any longer
Thanks for highlighting two recurrent and annoying issues that are only somewhat related.
The first is the constant high volume chatter from the galley that occurs not only on long haul flights, but commuter airlines as well. The F/As often seem seem oblivious to the fact that all the passengers are silent while they complain and gossip at volumes which are unquestionably disturbing the entire cabin.
The second is the attitude of F/As...
Thanks for highlighting two recurrent and annoying issues that are only somewhat related.
The first is the constant high volume chatter from the galley that occurs not only on long haul flights, but commuter airlines as well. The F/As often seem seem oblivious to the fact that all the passengers are silent while they complain and gossip at volumes which are unquestionably disturbing the entire cabin.
The second is the attitude of F/As which reflects the perception that the flight is about them, and that they have unlimited and unregulated latitude to discipline passengers at will, according to their own (often made up) prejudices.
Combined, these two issues seem to be worsening rather than improving, and greatly detract from the experience of air travel, especially in the US.
Ben you’re incorrect again about onboard supervisors on US carriers. At least at DL on transoceanic flights, pursers are specially trained onboard leaders, who do manage and supervise the crew. On all US3 there is a chain of command if a passenger has an issue or concern.
Should the coach passengers in the back of the plane complain during or after the flight when you get the temperature lowered and they are freezing without blankets?
It’s funny how things come full circle. Back in the day of the trans-Atlantic steamers American stewards were known to be universally terrible at their jobs. American steamship companies would hire non-Americans to fill steward roles. John Maxtone Graham, one of the preeminent authorities on the trans-Atlantic steamers, wrote about this problem. The complaints then were very similar to today. We just moved the substandard service to the sky and called it a day.
It can be challenging to say the least, but when you've spent thousands and thousands of dollars for a business class seat and it's an absolute s--t show, something has to be said. My bad experiences have mostly been on United, in Polaris and range from a broken seat on a brand new aircraft to disinterested FA, to my main course being served in the foil warming pan because "the plane was under-catered". What? That...
It can be challenging to say the least, but when you've spent thousands and thousands of dollars for a business class seat and it's an absolute s--t show, something has to be said. My bad experiences have mostly been on United, in Polaris and range from a broken seat on a brand new aircraft to disinterested FA, to my main course being served in the foil warming pan because "the plane was under-catered". What? That flight did have a ourser type and he was nicely told and agreed it was not acceptable. Future Polaris flights weren't much better. That's why I'm Executive Platinum on AA.
I was on an AA flight in J some years ago, JKF to LHR, or vice versa. One of the cabin crew on my side was very lacklustre, no smile, no engagement. Towards the end of the flight, someone who I assumed to be some kind of CSD came round asking how everything had been. I told him that the chap concerned had been rather surly. Ten minutes later, the crew member came to me...
I was on an AA flight in J some years ago, JKF to LHR, or vice versa. One of the cabin crew on my side was very lacklustre, no smile, no engagement. Towards the end of the flight, someone who I assumed to be some kind of CSD came round asking how everything had been. I told him that the chap concerned had been rather surly. Ten minutes later, the crew member came to me and apologised. We had a quick chat and that was that. I thought it was a good response to my feedback.
My last TATL flight with American was exactly the same: the FAs were in the front galley yapping away with no regard for the passengers in J who were trying to sleep. I got one of those "How'd we do?" emails and responded with my experience...never heard from anyone with a response. Something similar happened on my last TPAC flight with Delta...this time, I said something to the FAs in the galley - calmly and...
My last TATL flight with American was exactly the same: the FAs were in the front galley yapping away with no regard for the passengers in J who were trying to sleep. I got one of those "How'd we do?" emails and responded with my experience...never heard from anyone with a response. Something similar happened on my last TPAC flight with Delta...this time, I said something to the FAs in the galley - calmly and respectfully - like, "Excuse me, I'm in 5A and your voices are carryand they were extremely professional and kind about it, apologizing sincerely...and then doting on me the rest of the flight because, as one of them said to me, "Thanks for approaching us that way - you'd be amazed how many people just snap at us."
This is how it's done. Having a tantrum over trivial service errors is one thing, but when the crew's voices are keeping you awake it's entirely ok to say something in a calm, polite way. It's also ok to disturb them in the galley if you pressed the call-bell five minutes ago and nobody has bothered to show up...
and this is why I fly Delta. Among other reasons.
Ben - you regularly mention how US carriers don't have onboard supervisors, etc. and how that's a reason for poorer service, which I get. But why don't US airlines do that? Is it a union thing (it's not in contracts)? Cost thing (they don't want to pay one FA more)? Just a lack of service culture (it's not important enough to them)? Something else?
Depending on the severity of the issue. For very minor items, most certainly politely bring it to the crew's attention, maybe even with some humor.
But, most importantly, if there is still pending meal and/or drink service, or I have an expectation to request such, I would definitely hold off to the very end of the flight & follow-up with appropriate email(s). I wouldn't trust the staff that I just complained to with subsequently...
Depending on the severity of the issue. For very minor items, most certainly politely bring it to the crew's attention, maybe even with some humor.
But, most importantly, if there is still pending meal and/or drink service, or I have an expectation to request such, I would definitely hold off to the very end of the flight & follow-up with appropriate email(s). I wouldn't trust the staff that I just complained to with subsequently serving me anything edible/potable. Same strategy for restaurants, etc.
If service is important (as it should be), best not to fly US carriers, for starters !
After the flight is over otherwise the staff will claim you are unrulely and flag you as a criminal before you can make a case against them with their management
It’s really unfortunate that passengers would fear complaining (politely) to flight attendants about a problem. Worst part is that i wouldn’t feel comfortable approaching a flight attendant to politely complain myself.
As I age I am less intimated by FA's. Some are just inexperienced and forget their way. A nice statement combined with a stern expression conveys the message. Fortunately this is rarely needed. But yes kindly bringing attention to an issue is the correct path.
As someone who grew up primarily flying European and middle eastern carriers (before European characters started following the U.S. blueprint) the idea of someone being intimidated by a flight attendant is *wild* and reminds me how far we’ve lost the plot in the U.S. As I get older I get more and more alarmed at the amount of intimidation we allow TSA agents to do towards people
I am not sure about US airlines but as an Onboard Manager at my airline I have KPI's to achieve for each flight in terms of customer satisfaction. You know those annoying texts and emails you get after a flight asking you to rate the inflight service and to offer any feedback? The result of these are broken down to individual flights at my airline and go back to my ground manager who will then...
I am not sure about US airlines but as an Onboard Manager at my airline I have KPI's to achieve for each flight in terms of customer satisfaction. You know those annoying texts and emails you get after a flight asking you to rate the inflight service and to offer any feedback? The result of these are broken down to individual flights at my airline and go back to my ground manager who will then discuss them with me. I would MUCH prefer the opportunity to resolve an issue with a customer onboard, 100%. I can offer apologies, service recovery, coach the crew member concerned and escalate if possible.
On the flip side, I know a lot of of people that will complain about EVERYTHING post flight and will 'enhance' the story quite a bit in the name of 'compensation culture'. Ie 'it was something minor and not a big deal but if I can make it seem a big deal how many miles/points can I get out of this as compensation??'.
I have had customers who have sat through 14hr flights with zero functioning IFE that have not mentioned it to any of the crew (we can't always fix it but we often can) and its my belief that this is driven by wanting compensation for being able to say that they had no functioning IFE for the flight which they would not get if we resolved it quickly.
Sounds like your airline is the opposite extreme of the inadequate US model, from an employee's perspective.
I personally would not tolerate working for a company that evaluates its staff & service by such means. As you've indicated yourself, the customer is definitely not always right, greedy & selfish.
I'd hate to have my livelihood dependent on these low lives much less serve them !
Hopefully someday there will be a balance...
Sounds like your airline is the opposite extreme of the inadequate US model, from an employee's perspective.
I personally would not tolerate working for a company that evaluates its staff & service by such means. As you've indicated yourself, the customer is definitely not always right, greedy & selfish.
I'd hate to have my livelihood dependent on these low lives much less serve them !
Hopefully someday there will be a balance where staff & customers can mutually respect one another!
That's a rather big assumption. I never use any IFE other than the moving map, and if that doesn't work I'm definitely not sufficiently bothered to raise the issue with the crew.
It's my belief that just about everybody knows what good service and manners look like. If flight attendants don't reflect these values it's a choice made by them and nothing you say will sway them from this choice.
For the past decade I have been a twice monthly F or J passenger at the behest of my masters. Thereafter, on average, four return F or J personnel flights per year. I can honestly report that I have never been disturbed by noisy FA’s. However, to qualify my experiences, I have never flown on a U.S. carrier this century.
There have been occasions when one has had to point out a crew faux...
For the past decade I have been a twice monthly F or J passenger at the behest of my masters. Thereafter, on average, four return F or J personnel flights per year. I can honestly report that I have never been disturbed by noisy FA’s. However, to qualify my experiences, I have never flown on a U.S. carrier this century.
There have been occasions when one has had to point out a crew faux pas, never have I experienced a negative reaction. Quite the opposite in fact, on world class airlines one is most likely to receive a bottle of champagne along with the most sincere apologies.
I don’t sit in the front of the business class section on US long haul flights anymore exactly because the galley noise is always disruptive - lights, talking, prep noises (banging, etc)
Thank you Nemme, I have locked that information away in my brain cell, just in case I am ever unfortunate to have to fly the Stars and Stripes.
Asking them to quiet down was perfectly reasonable. The response back was not.
But, I would not have said another word to them. The message was clear 'We dont care about our customers and leave us alone.' And I would leave them alone. It can only end badly if you push.
But, I would also send an email, documenting everything I could; time, quotes, flights, descriptions etc.
I also add (in cases like this),...
Asking them to quiet down was perfectly reasonable. The response back was not.
But, I would not have said another word to them. The message was clear 'We dont care about our customers and leave us alone.' And I would leave them alone. It can only end badly if you push.
But, I would also send an email, documenting everything I could; time, quotes, flights, descriptions etc.
I also add (in cases like this), 'Please don't give me miles or anything else. I value your airline. I am telling you because if this was my business I would want to know how my employees treat their customers.'
THIS almost always gets a specific response vs generic letter. And almost always, no miles, which is good. Fix the problem, don't try to appease me.
I had galley noise in row 1 on an overnight flight before with American. If Paul opted to go to sleep immediately following the meal service remember they are still working post meal service. After about 25 minutes the noise went away. If it was 5 hours into a 9 hour flight and the crew was making noise that would be different. Would need some more clarity about this complaint.
If you have to complain to a crew member you're complaining to someone that really doesn't give a flying fig anyway. It's useless and if anything might mean airline personnel meeting you at the gate for disrupting crew. Complaining afterwards is probably useless too.
Face it, no one really cares. Chalk it up to the joys of flying. Get over it.
I agree. If it is so loud that it makes a bullhorn seem quiet then defecate on the galley floor and smear the feces but be prepared to be arrested. However, got to express yourself.
?????? derek what
derek the imbecile …. :-(
That is not true. I am a math genius. 2+4=7.
I like the spirit of this suggestion. But wouldn't it involve more 'galley noise' during the clean-up ? .. Maybe a less dramatic passive aggressive tactic would be in order to exact revenge on the discourteous, arrogant & entitled AA crew !
"...So he politely asked the crew if they could be a little quieter, to which they responded by guilting him, explaining they were just trying to pass the time. Paul asks me if his request was inappropriate, or if the crew was being unreasonable."
No need to go on and on about it. His request was very appropriate. The crew was out of line and being unreasonable. Passing the time does not mean they have to be so loud that it disturbs pax even thru headphones.
I'm not sure I fully agree about no one being in charge on US carriers. I flew Delta One JFK-CDG at Christmas, the FA working my aisle wasn't super nice or helpful, and then wouldn't let me use the bathroom behind D1, told me I could only use the bathroom in front. So I went to the front, mentioned this to the purser, who apologized, said he would speak to the FA, and I had no other issues during the flight. Easy enough.
I complained once to AA after a flight about a similar situation. Trying to sleep but the FAs in the BC galley were being really loud. The response was they are allowed to talk!?! I didn’t say they weren’t, just that they were being very loud and to be mindful of sleeping pax around them. Anyway, on overnight flights now, I try to reserve a seat away from galleys.
@767
Post meal service for less than an hour and about 45 minutes prior to the pre landing meal you can expect noise in the galley as they are working. Mid flight there should be no noise in the galley.
It started after the quick meal service which most on the flight probably skipped (transcon) all the way up to the prepare for landing.
Except if you're 'lucky' enough to be onboard AA. Check their service manual for specifics !
It probably is coincidental, but curious how many of these anecdotal incidents involve AA flights. Sadly sounds like a crappy corporate culture, if one can even say there is one !
He could also frame the question by feigning ignorance. Flag down one of the crew when they come by and tell them that “some passengers seem to be having a loud conversation in the galley which is disrupting my sleep” and that way politely gives the crew an off ramp without making it awkward since you don’t think it is them.
Genius.
Yes, one should bring to the attention of the appropriate FA in charge, any shortcomings experienced. Failure to do so will never bring about change for the better. Those fearful of bringing to the attention of the appropriate in flight supervisory management are not doing themselves or anyone else any favours.