Let me start this post by stating that I very much respect the work that flight attendants do. I think (for the most part) they work hard and have difficult jobs. I certainly wouldn’t last a week dealing with the traveling public.
That being said, I think most people can agree that US airlines don’t have a reputation for having the best or most consistent service. There are lots of incredible flight attendants who do their best and try to deliver a great experience. More often than not, though, they do so because it’s the type of person they are, and the fact that they take pride in what they do. It’s not because of any mandate from the company, or any punishment for non-compliance.
At best, I think service at US airlines can be described as consistently inconsistent, while acknowledging that service levels are different across airlines. Anyway, why is service on US airlines so inconsistent? It’s an interesting topic, so let me share what I’d consider to be the major factors, in no particular order…
In this post:
Airlines don’t have true onboard managers
US airlines have lead flight attendants, though in reality these are flight attendants who are paid a couple of extra dollars per hour to make announcements and do the paperwork. These aren’t management employees, they don’t have the ability to discipline other crew, etc.
Personally I think this is an issue, and you’ll find that most of the airlines globally that are regarded for good service have a lead flight attendant who is actually empowered to discipline crew, deal with customer complaints in a constructive way, evaluate the performance of the rest of the crew, etc.
Essentially at US airlines, flight attendants are completely unsupervised once the door closes. No one is really in charge, and I think having a true “lead” flight attendant who is chosen based on merit could help create an atmosphere where service would be better and more consistent.
The US lacks service culture for non-tipped roles
I think the most fundamental reason that service at US airlines is so inconsistent is because our country really doesn’t have a service culture. Despite our obsession with fake smiles and always asking people how they’re doing, we’re not a particularly hospitable country. When there’s good service in the US, it’s almost always for tipped positions (which is highly transactional), and obviously flight attendants don’t fit into that category.
This is of course true across society, and the most obvious reason for lackluster service at US airlines. I mean, just compare going to a 7-Eleven in Japan vs. the United States. It’s a totally different experience in every way.
The same is true of hotels. Even luxury hotels in the US generally don’t have service that compares to what you’d find in countries in Southeast Asia, and even in some European countries, like France.
Safety and service are viewed as mutually exclusive
I value the safety training that flight attendants at US airlines have. When you look at the amazing job that flight attendants have consistently done in emergency evacuations, you can’t help but have respect for them. However, there’s another side to this. Since 9/11, it sure feels like some flight attendants view safety and service as being mutually exclusive.
We don’t need to be reminded that “flight attendants are here primarily for your safety.” That should be a given. I understand that the most important function that flight attendants perform is safety, even though they dedicate 90% of their time to service. It would be like a cruise ship crew telling you that their primary job is safety, and using that as an excuse for providing less service.
So for some (though certainly not all) flight attendants, it sure seems like safety is being used as an excuse for providing subpar service, since they don’t view service as their primary role.
Management & unions have toxic relationships
Personally I don’t think that unions or management are exclusively to blame for service issues. For example, Southwest has flight attendant unions but is known for their great service, while Delta doesn’t have flight attendant unions, but I don’t necessarily think they have better service than Southwest does.
From my perspective, there have been hostile relationships between management and unions for decades, and much of that is understandable, given what the industry has been through. The goals of management and the employees haven’t been aligned, and that’s a major issue, and is partly to blame for the lack of purpose that so many employees have.
This is an area where you’ll notice significant differences between airlines, though. For example, Delta employees are generally aligned with the company’s goals, in no small part thanks to the company’s lucrative profit sharing scheme. At American, meanwhile, employees aren’t at all aligned with the company’s goals, since the company can’t even seem to decide what its goals are.
There aren’t enough performance based evaluations
Personally I’m strongly opposed to crews being able to bid for positions solely based on their seniority. While I’m all for rewarding long term employees who are dedicated to the company, it seems silly to make that the only basis off of which they decide whether someone can work first or business class, get a desirable route, etc.
In much of the rest of the world, working in premium cabins is a promotion, and it’s something that flight attendants specifically have to apply for. In most situations, that’s not the case in the United States.
The issue is that there’s no real manager onboard to evaluate crews, so it’s tough to select them based on merit. This is something else that could be solved by having a true onboard manager. Flight attendants working premium cabins or desirable routes should get those routes at least partly because of how good they are, and not solely based on how long they’ve been at the company.
Low staffing levels take their toll on service
Another reason that service on US airlines often isn’t great is due to the staffing levels. All too often, US airlines simply staff their flights at FAA minimums, or on long haul flights, just above that.
It’s quite a contrast to airlines like Emirates and Singapore Airlines, where staffing is typically way above minimums. It goes without saying that it’s hard to provide great service when you’re spread so thin. It limits the ability for flight attendants to interact with passengers and try to be more personable, while still keeping up the service pace.
Bottom line
There are a lot of factors contributing to service issues at US airlines, and the inconsistency we see. I think the most fundamental issue is that flight attendants really have no supervisors onboard aircraft, so once the door closes, there’s little accountability in terms of service levels.
Admittedly that’s one of only multiple issues with service. There’s also the low staffing levels, toxic relationships between employees and management, and more.
I appreciate all the flight attendants who go above and beyond to take care of passengers, and their hard work doesn’t go unnoticed (at least by me!).
Why do you think service at US airlines is inconsistent and often not good?
I agree with these reasons detailed in the post. Several of the comments also ring true.
What many of us probably try to grapple with is the lack of consistency. One day you can have a very good experience on a US carrier long haul international route, and the next time feel you have just flown a low cost carrier. But both times you flew business or business first.
I would also suggest that...
I agree with these reasons detailed in the post. Several of the comments also ring true.
What many of us probably try to grapple with is the lack of consistency. One day you can have a very good experience on a US carrier long haul international route, and the next time feel you have just flown a low cost carrier. But both times you flew business or business first.
I would also suggest that this issue is driven by poor airline management, cost reduction first policies, high load factor v staff ratio, unruly and rude passengers (a new kind of “privileged class”), and have to reiterate that the “safety first” while obvious, does get engrained in the minds of the staff and becomes an excuse to provide sub par service.
Author of article is off base re US culture as a reason for the appalingly bad service on US air carriers. I'm very old, can recall when service on US carriers was the envy of the worldwide industry. Cabin crew wore crisp uniforms, hair and makeup flawless, and always customer respectful. Foreign carriers considered the US operators to be the standard to which they aspired.
And then the 80's ushered in a continuous decline in...
Author of article is off base re US culture as a reason for the appalingly bad service on US air carriers. I'm very old, can recall when service on US carriers was the envy of the worldwide industry. Cabin crew wore crisp uniforms, hair and makeup flawless, and always customer respectful. Foreign carriers considered the US operators to be the standard to which they aspired.
And then the 80's ushered in a continuous decline in standards....managers afraid of unions, courts lowering crew requirements.
And now we are left in the situation where a
meal at Dennys provides more attentive and professional service than on most US carriers.
Its not the culture....its poor, timid management, outrageous courts, and union hostility to any standards.
Unfortunately, the golden era of flying has been long gone. It certainly shows that we as a nation could compete with any country giving excellent service and care. Again, the customers today have also changed. We hate to fly anywhere today unfortunately since it's like a bunch of cattle hurrying to get on and off not to mention all the time for security only glad that i was able to experience some great flights back in the 60, s and 70, s
I think you also have to look at the flying public (you know, when you point a finger, you have three fingers point back at you). The pax on many flights these days are often toxic. They are rude and demanding, and treat the FAs as if they are there to service their every whim. Some may be inebriated, so we shall discount those for a bit, but how many times have you seen someone...
I think you also have to look at the flying public (you know, when you point a finger, you have three fingers point back at you). The pax on many flights these days are often toxic. They are rude and demanding, and treat the FAs as if they are there to service their every whim. Some may be inebriated, so we shall discount those for a bit, but how many times have you seen someone ask for something without even a please or a thank you, or even bothering to make eye contact or smile with the FA? Give a little and you get a little in return.
As for those inebriated folx, I'm not so sure they are even aware of their surroundings.
So yeah, FAs are not always doing the best, but honestly, I give them kudos for working in an environment that *I* would never want to work in. I do, however, try my best to be nice, polite, and friendly with them all. I hope I brighten their day.
Sue, what I notice is power tripping f/a's mishandling situations futher enraging passengers. Rude, uncaring, hostile crew are more common than unruly passengers. Of course, the timid managements fear of taking charge of service providers is the source of the problem.
Recently traveled to Africa. We had 4 internal flights on Airlink. All flights were under 2 1/2 hours but we were served an actual meal on each flight, usually a sandwich but once an entree with a side. I can’t remember the last time I received a meal on a domestic US flight.
The fact of the matter is US airlines are staffed by older unionized employees that can’t be fired, disciplined or performance managed, sky grannies as they have been called, who do as much or as little of their role as they chose to and newer younger employees barely paid enough to care, given the worst routes(if they even get a schedule), shortest layovers, grungiest hotels, skimpiest allowances.
Another story this week of senior American flight...
The fact of the matter is US airlines are staffed by older unionized employees that can’t be fired, disciplined or performance managed, sky grannies as they have been called, who do as much or as little of their role as they chose to and newer younger employees barely paid enough to care, given the worst routes(if they even get a schedule), shortest layovers, grungiest hotels, skimpiest allowances.
Another story this week of senior American flight attendants ‘selling’ their routes to their junior colleagues. I mean, it takes a certain personality to offer service with a smile while getting screwed from every direction.
Absolutely spot on. The worst part is the seniority piece let's the FAs get the best routes (transcon and Europe) and not the best FA's. Recently flew AA to LHR and then from EDi to PHL. The crew was perfunctory at best. Everytime I fly a European carrier or Qatar or Fiji or such the contrast is stark. Until the airlines make it a priority to deliver service in a nontipped job such as FA...
Absolutely spot on. The worst part is the seniority piece let's the FAs get the best routes (transcon and Europe) and not the best FA's. Recently flew AA to LHR and then from EDi to PHL. The crew was perfunctory at best. Everytime I fly a European carrier or Qatar or Fiji or such the contrast is stark. Until the airlines make it a priority to deliver service in a nontipped job such as FA most of the individuals will not deliver the service. I gonna every flight in the US expecting the worst and hoping to be surprised...
Inconsistency is what is consistent. I had two mid-cons earlier this month - one on AA and return on UA, both in F. AA flight ended up being amazing, above and beyond crew. I was stunned.
Return on UA - one leg was very good, second leg was a fairly senior f/a with attitude. Did her job but nothing more.
Surprised.
It comes down to LAAziness.
100% agree that routes should be tied partially to performance reviews.
50% performance reviews from customer cards
50% from seniority.
I agree with all of Ben's points.
When I flew with Pan Am, we were a mixed bag between young people like myself who were very much into providing exceptional service ( working F & J at PA was NOT easy ) and more senior crew members who believed that Pan Am invented everything and could do no wrong. And we saw what happened between really bad C suite decisions and and airline who's...
I agree with all of Ben's points.
When I flew with Pan Am, we were a mixed bag between young people like myself who were very much into providing exceptional service ( working F & J at PA was NOT easy ) and more senior crew members who believed that Pan Am invented everything and could do no wrong. And we saw what happened between really bad C suite decisions and and airline who's culture believed it's own press.
Having said that.....
I see the ugly remarks on this blog regarding current FA experiences and I wonder... Could any of you wake up at 0300 for an 0600 departure filled with really cranky people and be at your best ? Many of you folks should look inward and ask " Am I being reasonable or am I being a jerk ? " because I gotta tell you, based on comments, many of you folks come across as complete jerks, and entitled assholes. Just Saying...
lol
Crew members have mandatory rest periods between shifts so that they can be fresh for a 6AM departure.
If the crew is too tired to provide passable service, how are they qualified to be "primarily there for your safety". It's a lot harder to assist in an emergency than it is to provide a beverage service.
The FAA should increase minimum rest to 12h, which should make everyone happier (except airline CEOs).
I echo a lot of what you've written Ben!!
I've worked for a large ULCC in the US for over a decade as inflight crew. While I mostly spend my days working other jobs, keeping my employment with the airline effectively part time to retain flight benefits and health insurance, my workdays on the aircraft are almost always spent lamenting with other senior crew about
A. a lack of true leadership from the airline via...
I echo a lot of what you've written Ben!!
I've worked for a large ULCC in the US for over a decade as inflight crew. While I mostly spend my days working other jobs, keeping my employment with the airline effectively part time to retain flight benefits and health insurance, my workdays on the aircraft are almost always spent lamenting with other senior crew about
A. a lack of true leadership from the airline via Inflight Management (few carrots, many sticks)
B. a lack of self-discipline from the crewmembers themselves who take the absence of external accountability to do whatever, whenever they please, including watching movies during takeoff and landing
C. the psychological toll of the job itself (working with the general public, imbalance in flight pay vs duty hours worked, being away from home, poor nutrition and sleep, etc).
While the average flyer has every right to expect that their crew should be happy since they chose the job, most crew I've worked with are disengaged with the job and there's no true leadership (onboard or off) to help guide them to a place where they can put the job above their personal problems. At my airline in particular, there's also almost no sense of pride in working for the company since the airline is so hungry to chase profits and marketing wins over fixing the systemic issues that are largely responsible for the low morale in the first place. Many employees feel that they can't care more than the company itself.
So suffice to say, your points are all more than valid and backed up by over a decade of experience working onboard. As you say, the great examples of service are often because of the individuals choosing to provide that. While I take my own job seriously, I'm not empowered by the company to help others do the same beyond setting a good example.
FAs and their unions complained long and loud that they would better serve the customers if they were better paid. We’ve all read about the increased pay a back pay. Anyone notice better interactions with customers from FAs in general? I can’t see how an inflight manager could have any positive effect if they are still union personnel vs managers.
Excellent piece.
May I offer one more reason?
Many many American & Canadian FA have become old, fat & / or lazy.
To cite going against seniority is what i disagree with.
Largely spot on and it’s great Ben is willing to speak up. Another factor is simply profiteering….the mantra at US airlines (and probably several overseas ones) is ‘profit at all costs…..provide the least you can get away with for the greatest payback”. It always strikes me that in the US the brevity of a flight, even if 60-90 minutes, is an excuse to provide no service. Numerous European and Asian airlines manage a meal service...
Largely spot on and it’s great Ben is willing to speak up. Another factor is simply profiteering….the mantra at US airlines (and probably several overseas ones) is ‘profit at all costs…..provide the least you can get away with for the greatest payback”. It always strikes me that in the US the brevity of a flight, even if 60-90 minutes, is an excuse to provide no service. Numerous European and Asian airlines manage a meal service on a 60 minute flight….how is it then US airlines only mage a coffee, tea, water and juice service?
I remember getting a full meal in first class on an L-1011 between Orlando and Atlanta. AFAIK they are the same distance apart.
On 60 - 90 min evening flights in Australia, Qantas manages to serve economy passengers a one dish meal with chocolate, bread and beer or wine. Indeed on the barely 45 min trip between Canberra and Sydney you get snacks and wine. The flight is so quick I still had wine left when we landed.
Absolutely. Just flew BA from LHR to EDI and we had meal service in business class. The hard product isnt great but the FAs were great. I tend to say American Airlines really takes that bus part of Airbus planes seriously...
While the other items do not help, all the issues at their core are caused by the lack of performance-based evaluation/promotion/discipline.
It would be interesting to see a comparison of different airlines.
I see mentioned of JetBlue and SouthWest here - what do they do differently?
Flying the European LCCs (Easyjet, Wizz, Ryanair) I get the impression that the Cabin Lead/Manager/Purser is regarded by management as responsible for the work of junior FAs, and that therefore they have some authority. But can someone confirm/correct that?
Yes, correct.
You only have to observe a good inflight manager (in the non-US sense of that phrase) for about 10 seconds as they interact with other crew / move through an aircraft cabin, in order to realise what a difference they can make to service.
I can’t think of many situations where leaving a bunch of workers unsupervised results in a better outcome than when they’re supervised. On the whole, cabin crew are no exception.
De-regulation may have lowered fares but it's turned at least the coach product into a commodity. Similar to a ride on any major city subway system. The differences between at least US airlines isn't all that much. Back in 1970 there were no such discussions because airlines vied for passengers, even the ones sitting in the back.
Also, sadly society has changed for the worst. People acted appropriately when out in public and there...
De-regulation may have lowered fares but it's turned at least the coach product into a commodity. Similar to a ride on any major city subway system. The differences between at least US airlines isn't all that much. Back in 1970 there were no such discussions because airlines vied for passengers, even the ones sitting in the back.
Also, sadly society has changed for the worst. People acted appropriately when out in public and there were no "airplane and airport meltdowns."
As a former cabin crew for a British airline, I remember positioning back from JFK on American Airlines. B777 fine, food terrible, flight attendants terrible. Could not be bothered. One crew member seated at door 3 read what appeared to be an official document on take off and a magazine on landing. A NO NO everywhere else. I was a Cabin manager onboard Ben and using the word discipline, is harsh.
Yes, you assess...
As a former cabin crew for a British airline, I remember positioning back from JFK on American Airlines. B777 fine, food terrible, flight attendants terrible. Could not be bothered. One crew member seated at door 3 read what appeared to be an official document on take off and a magazine on landing. A NO NO everywhere else. I was a Cabin manager onboard Ben and using the word discipline, is harsh.
Yes, you assess people, give them directions, but you essentially lead. You liaise with the flight deck. I always left the home issues at home. Leading was making sure everyone was happy. Some people had more affinity with others, so I would always ask where people wanted to work. I always made sure new staff were not all in one side of the plane but shared so they could be adequately mentored by more experience staff.
Sadly, yet another example of the tail wagging the dog.
The woke junior crew dictating to the supervisory management …. then we wonder why standards are slipping.
In the good old days it was proof of one’s true character, to accept one’s wrong doing, accepting one’s own shortcomings and accepting the consequences for one’s actions.
Today’s mamby-pamby generations are only letting themselves down.
I am an onboard manager for a large European airline and have been for twenty years. The role has changed so much and in terms of leading my team not necessarily for the better.
It has almost reached a point where it is very very difficult to give some 'developmental feedback' to one of my team without being accused on bullying them, harassing them, not liking them, having a personal issue with them etc etc.
...I am an onboard manager for a large European airline and have been for twenty years. The role has changed so much and in terms of leading my team not necessarily for the better.
It has almost reached a point where it is very very difficult to give some 'developmental feedback' to one of my team without being accused on bullying them, harassing them, not liking them, having a personal issue with them etc etc.
Ten Years ago, the feedback would have been taken and 90% of the time acted on.
Now, when I attempt to address a performance issue I will almost certainly be first met with a rebut, then defiance and finally the threat of ME being reported for 'upsetting them'.
So....I have reached a point where I very very carefully pick my battles.
This is the world we now live in unfortunately.
@Duck Ling Wow Duck Ling. European and North American carriers are night and day compared to the Asian carriers.
One sympathises with you Duck Ling, thereafter, one is minded to emphasise the characteristics of the younger generations.
Woke in thought and weak in mindset.
A total lack of ability to accept their own shortcomings and absence of moral fibre.
With WWlll on the horizon, western society is doomed and medieval mindsets will prevail.
@DuckLing - Valuable input.
And yes, I have experienced similar in my field (accounting)
I have come up with a few wordings which reduce the proportion of threats, if weaken the message.
E.g. Replacing "You should...", "It's best..." with "I would...", "You could always think of...", and "Why do you think the customer was unhappy..."
I think it's a part of wider service culture problem in the US. Let's face it, the service is crap everywhere (including at tipped positions).
If you're Air France, you just need to hire an average person and the service will be exceptional with just a little training, because it's deeply rooted in the local culture. If you're United, you'd actually have to hire some of the best people on the job market and that comes at a price airlines aren't willing to pay.
There is no need for human FAs onboard commercial flights. 1 at most. (Same goes for pilots and a 90% reduction in TSA as screening technology advances) . There is no need for safety assistance. There are already safety instructions in the seat pockets and inflight safety demonstration videos . Gate Agents ask “are you wiling and able to assist in the event of an emergency ?” to passengers seated in the exit row.
...There is no need for human FAs onboard commercial flights. 1 at most. (Same goes for pilots and a 90% reduction in TSA as screening technology advances) . There is no need for safety assistance. There are already safety instructions in the seat pockets and inflight safety demonstration videos . Gate Agents ask “are you wiling and able to assist in the event of an emergency ?” to passengers seated in the exit row.
Duties for food , beverage , and waste AI can be implemented through passengers utilizing call buttons . Self help kiosks in walk up galleys and for the disabled or waste a robot can come to the row you’re seated in with trash receptacles and slots for you to put your trays and garbage on. So airlines will finally make some profits with the elimination of human labor and use of AI.
Robots are going to do all jobs humans do. We are going to be robots pets.
One notes that there is an infantile contributor to this blog who thinks that it is funny to adopt multiple logins. Perhaps it is attempting to evade the long arm of the Skadden law firm, whatever the reason not only is it bringing Skadden Arps into dispute, but this blog too.
I actually like US service staff a lot. IMO Americans as a whole really know how to approach strangers appropriately, compared to certain other cultures, and their (your) warmth is underrated just like the cookies and sundaes from the US Big3. But, granted, the last time I came across them was 10 years ago. I don't know how they've changed since and I'm not in a hurry to find out ;)
I was ogling on...
I actually like US service staff a lot. IMO Americans as a whole really know how to approach strangers appropriately, compared to certain other cultures, and their (your) warmth is underrated just like the cookies and sundaes from the US Big3. But, granted, the last time I came across them was 10 years ago. I don't know how they've changed since and I'm not in a hurry to find out ;)
I was ogling on Insta the other day and noticed British Airways also has a position called "inflight lead." Egad!
What is it about this blog that attracts the strangest, most niche of trolls. I could not even imagine of the concept of someone unhealthily obsessed with delta airlines, and a kid who pretends to be a lawyer at a firm called Skadden Arps
Do you eat ass?
Arps, you really like your profile pictures, don’t you?
No I am too busy dying of cancer
Okay, but why Skadden Arps specifically though? Is this some kind of inside joke I don't get?
don’t forget Endre (who only flies in paid first class)
See, an insecure rich dude who needs to flex anywhere and everywhere is much easier to imagine than whatever TD and Arps. I mean how would one even go about explaining TD and Arps comments over here to someone who doesn't read this blog?
@quorumcall that and do not forget the infamous and loutish DCS.
Could not agree more @Speedbird. I am sure I can remember a distant time when the comments section on this blog used to be mainly interesting discussions, and not a collection of bizarre insecure trolls attacking nearly every commenter.
Agree - there are some USA flight attendants that are stars because that is who they are as people. It’s always a pleasant surprise when you get one. Most are just going through the motions. A few are actively hostile. Overall, I take nicer non-USA airlines (Air France and Singapore are my personal favorites) when possible, but I understand Business/First class on USA based airlines is about the seat and basic transportation and that’s it....
Agree - there are some USA flight attendants that are stars because that is who they are as people. It’s always a pleasant surprise when you get one. Most are just going through the motions. A few are actively hostile. Overall, I take nicer non-USA airlines (Air France and Singapore are my personal favorites) when possible, but I understand Business/First class on USA based airlines is about the seat and basic transportation and that’s it. Delta and Alaska FAs are the most friendly and United is the least in my experience. American is the most bipolar.
I think the most important reason is the general way how service is regarded ina country. In the USA customers are used to getting basic service at all levels unless they fork out. From restaurants to Taxi drivers and from Pizza delivery to rental cars. Getting nickeled and dimed and only receiving good service with the carrot on a stick called tips is the norm.
So why should airlines be different? If you have a „you get what you paid for“ culture all over, well…
Ben, you need to ban this astroturfing clown in the comments for good. He makes Tim look good
You need to die of cancer immediately
Thanks for playing
Don’t forget to upvote your own comment 10 times btw
Eat a dick.
Jerk harder
It really comes down to two things: far too much consolidation in the airline industry and shortsighted management.
Deregulation was supposed to offer more options to the flying public but it’s just gone way too far. The lack of service you cite is just one result.
Airline management - leadership is rare - is another example of thinking for the quarter rather than for the next decade. In this shortsighted mentality minimal service...
It really comes down to two things: far too much consolidation in the airline industry and shortsighted management.
Deregulation was supposed to offer more options to the flying public but it’s just gone way too far. The lack of service you cite is just one result.
Airline management - leadership is rare - is another example of thinking for the quarter rather than for the next decade. In this shortsighted mentality minimal service is fine as long as execs get their fat bonuses. I bet that Kirby would have agreed to a decent deal with flight attendants years ago if he wouldn’t get his bonus until an arrangement was reached. Ditto for Bastian fleeing to the Olympics during a huge crisis if his bonus would be withdrawn due to his shameful behavior. And American has a laundry list of issues that continue to be ignored because management has no direct incentive to fix things.
How can we expect good service with these handicaps? Put landing slots up for bidding on a ten year rotation and some of the smaller airlines might stand a chance rather than allowing insane moves like permitting United and JetBlue to partner up and effectively make New York an airline duopoly.
My perspective is mainly from premium cabins, and I recall that JetBlue has/had standards for which FA’s would be allowed to work Mint. I assume that explained the superior experience time and time again.
Bad service can be linked to a lack of accountability.
Well it was nice reading this blog.
Comments section has been completely monopolized by one weirdo who makes 10+ alt accounts.
Bye
Allow me to unpack this for you into two concise sentences. Americans are lazy. Americans are entitled. There you go. You're welcome.
No, those are stereotypes. Many classes of Americans are neither lazy nor entitled. Such as
Attorneys at top law firms
Consultants at MBB
High financiers
I was referring to the service industry there. But you do you.
While I agree with a lot of what you’re saying, Ben, I think corporate culture is the most important element.
Take Disney, for example. I worked at WDW as a guest relations host and VIP tour guide, in an era when no tipping was allowed. Being of service was a privilege, and the true north of the cultural ethos. Though today VIP guides are tipped, Guest Relations hosts and hostesses are not, and the...
While I agree with a lot of what you’re saying, Ben, I think corporate culture is the most important element.
Take Disney, for example. I worked at WDW as a guest relations host and VIP tour guide, in an era when no tipping was allowed. Being of service was a privilege, and the true north of the cultural ethos. Though today VIP guides are tipped, Guest Relations hosts and hostesses are not, and the care they give the guests remains the essence of the experience.
BTW - I took my first two Virgin Atlantic Upper Class flights (DEL-LHR-MCO) last week. I’d avoided them because of their notoriously silly seats. But in this case, I got a miles deal that was too good to pass up. VS is now, hands-down, my favorite trans-Atlantic business class. The food was (I can’t believe in saying this) delicious, filled with flavor and texture, and superior to my usual go-tos Turkish &. Austian. And the service on both flights was warm, attentive…and funny! I came away thinking the seat was not at all important, when the rest of the experience was a joy.
Incentives.
It was not always like this. Service in the 80s was consistently good. Think Pan Am. What has changed?
PanAm was only "good" when they had monopoly regulated routes all to themselves. As soon as they had to compete on equal footing, they had a steady demise to the bottom and bankruptcy.
The “lack of tipping for service” has nothing to do with it. Look no further than 95% of restaurants in Miami, where the service is even lazier than Europe, yet we’re charged 20% (minimum) for it
The main issue is that our country no longer believes in accountability. You can skate through your job, be mediocre at best, and there’s no longer any consequences, mainly out of fear of a lawsuit
I’m sure that last...
The “lack of tipping for service” has nothing to do with it. Look no further than 95% of restaurants in Miami, where the service is even lazier than Europe, yet we’re charged 20% (minimum) for it
The main issue is that our country no longer believes in accountability. You can skate through your job, be mediocre at best, and there’s no longer any consequences, mainly out of fear of a lawsuit
I’m sure that last sentence excites the most toxic commenter on your page. About time you ban him.
Arps got banned. But you should still die of cancer.
Comparing the US to other countries, we have many decent paying jobs and a lot of diversity in the job market.
Especially for women, there is a lot of choice in where you can work and take your skills without (for the most part) it being culturally taboo.
Given the pay of FAs in the US, and the options a lot of highly skilled service career folks have, why should they be an FA...
Comparing the US to other countries, we have many decent paying jobs and a lot of diversity in the job market.
Especially for women, there is a lot of choice in where you can work and take your skills without (for the most part) it being culturally taboo.
Given the pay of FAs in the US, and the options a lot of highly skilled service career folks have, why should they be an FA when they'll get properly paid for their service skills elsewhere?
It doesn't seem that crazy to me that as a result, US service isn't as good (among the fact that there are also so many flights in the US!). All of the people who would be really exceptional are working elsewhere, whereas other countries may not have that choice.
Such a great op-ed.
It's certainly food for thought.
1. UNIONS
British Airways, Qantas, Air France, etc. all have powerful unions. They manage to have collective bargaining and high-quality service.
2. PURSERS
The counter-argument is that the Middle East carriers are known for have backstabbing senior crew. The junior crew provide outstanding service despite hostile leadership.
I think that your point about staffing levels is crucial. It is inconceivable to ask...
Such a great op-ed.
It's certainly food for thought.
1. UNIONS
British Airways, Qantas, Air France, etc. all have powerful unions. They manage to have collective bargaining and high-quality service.
2. PURSERS
The counter-argument is that the Middle East carriers are known for have backstabbing senior crew. The junior crew provide outstanding service despite hostile leadership.
I think that your point about staffing levels is crucial. It is inconceivable to ask crew to provide exceptional service on a full flight with FAA-minimum crew.
A variation of your purser argument is the issue of mentorship. I get the impression that service training is left to a day or two. The rest is "on the job" training. I feel like cabin crew, especially junior crew, deserve the opportunity to watch experts handle challenges in communication and problem solving.
Lastly, I think it's an issue of confidence. I see many American flight attendants act like new schoolteachers who lack confidence in classroom management. They don't have poise, calm, or control. Consequently, they result to anger, passive-aggressive announcements, and making up rules. Passengers smell that fear.
I would love to see airlines educate and encourage calm, confident, authentic communication. No show, no display, no passive aggressive jargon-infested announcements.
I don't see a quick way to fix this. The airlines are far too happy keeping cash for themselves and shareholders. Unions have little power and often lack public support.
For now, I guess the best we can do is praise the many crew members who do extraordinary work with minimal resources and pitiful salaries. We can at least give them our gratitude and reinforcement.
An awful lot of the comments I read here complaining about American tie with my limited experience of them that the FAs spend most of the flight ignoring passengers to use their mobiles, and object to being interrupted.
That isn't a symptom of staffling levels being too low.
Who exactly do unions benefit? It seems like the consumer and the employer receive the short end of the stick.
They benefit the employee. That’s the point of them.
Competent management can have productive partnerships with unions. When things are not productive it may be due to the union or management.
That was kind of the point of the question folks. Which companies management teams (in any industry) have a great relationship with their union? I have yet to see one.
The employees. Workers have the right to organize and demand fair treatment.
The job of a union is to benefit the employees. Simple as can be.
The employees. Um, duhhh.
@Ben, it's pretty weird that you'll ban TD, but let this other unhinged weirdo go unchecked with the insane comments (racism, homophobia, etc.) and also rampant vote manipulation.
Arps got banned
Nothing posted by Arps was racist or homophobic. Why don't you die of cancer.
I think the greater question is why do you think you DESERVE it? The airlines created this monster themselves with "frequent flyer miles" making everyone believe they DESERVE a FC seat and a hand job from the FA because they fly that airline. I shop at Safeway every week and I don't get ANYTHING for my loyalty. Where is my free bag of groceries? Where is my free concierge delivery? If you actually PAID for...
I think the greater question is why do you think you DESERVE it? The airlines created this monster themselves with "frequent flyer miles" making everyone believe they DESERVE a FC seat and a hand job from the FA because they fly that airline. I shop at Safeway every week and I don't get ANYTHING for my loyalty. Where is my free bag of groceries? Where is my free concierge delivery? If you actually PAID for a FC seat, then yes, the airline should pay a FA more to serve you...but most of you paid bare minimum and got an upgrade or got 1000 miles per dollar spent buying your mom some flowers from FTD using your mileage card. It is absurd to think a FA owes you a kiss on your patooty because you have Platinum after your name. Seriously.
The United States is a huge country with significant regional variations in culture. I do not believe it would be accurate to describe the US as categorically lacking in service culture. Some of our subcultures are very service-minded (as in deferential). Minnesota Nice and Southern hospitality describe what one can expect in those respective regions, although your best bet is to be white (RIP George Floyd, Emmett Till, et al.)
Meanwhile in much of the...
The United States is a huge country with significant regional variations in culture. I do not believe it would be accurate to describe the US as categorically lacking in service culture. Some of our subcultures are very service-minded (as in deferential). Minnesota Nice and Southern hospitality describe what one can expect in those respective regions, although your best bet is to be white (RIP George Floyd, Emmett Till, et al.)
Meanwhile in much of the urban Northeast, Boston and New York City in particular, service is generally not nice unless you limit yourself to the highest end properties. The reception staff at mid-tier hotels in these cities usually doesn't even smile or greet you. That would be abhorrent to the highest degree outside the Northeast.
I think one of the reason why high-end service in northeast cities like New York, Philly and Boston (and Chicago) are so good stems from the service traditions and expectations of "old money." The balance between style and substance is just different than it is in "new money" cities that value the flash. Take Miami: some amazingly well-designed and trendy experiences where the service is lethargic if not downright absent. People don't seem to care...
I think one of the reason why high-end service in northeast cities like New York, Philly and Boston (and Chicago) are so good stems from the service traditions and expectations of "old money." The balance between style and substance is just different than it is in "new money" cities that value the flash. Take Miami: some amazingly well-designed and trendy experiences where the service is lethargic if not downright absent. People don't seem to care as long as they're at the "it" place.
Having lived in Atlanta and Chicago I would say that southern hospitality and midwest nice can be rather superficial and about being polite, but not necessarily genuine. If you understand the culture you know what they mean when they say and do certain things. True service excellence is genuine and not superficial. But, others' results may vary from mine.
Superficial politeness is extremely important. The overwhelming majority of interpersonal interactions are superficial, whether I'm checking into a hotel or checking out at a grocery store. The majority of urban Northeast US grocery store clerks will not even make eye contact or say hello to you as they...
Superficial politeness is extremely important. The overwhelming majority of interpersonal interactions are superficial, whether I'm checking into a hotel or checking out at a grocery store. The majority of urban Northeast US grocery store clerks will not even make eye contact or say hello to you as they scan your goods. I'm not asking for (and I don't want) small talk, I do want a basic acknowledgement of the decency of humanity which is a very superficial thing that many urban Northeast service workers can't even provide.
How would you describe service in Alaska, Hawaii, and territories such as Guam, Marianas, American Samoa, Puerto Rico, Virgin Islands? Not part of CONUS, but still part of the U.S. nonetheless.
Because of unions FA’s only have to do the bare minimum to not get fired and they are guaranteed better and better perks.
Most jobs the best performers get better perks. And the worst performers lose their jobs.
This is the legacy of a seniority-based system that rewards people who provide average service, or worse, just for sticking around. If you're doing the bare minimum and still being rewarded with the highest pay-rate and a schedule full of the best trips out of your base, what's the incentive to do better?
If the worst performers lost their jobs, lots of C-Suite personnel would not be employed and would not continue to fail upwards in corporate America.
ImmortalSynn,
I choose US carriers for the air vent. I will take a cool cabin and bring my own yummy food anyday over the JAL/ANA sweatboxes
Flying in the USA has been reduced to being a commodity just like taking the subway/metro/train/bus. It no longer has the panache and sophistication for Americans that it had decades ago and that it still holds in most foreign countries.
Having a managerial flight attendant has the potential for better service. However, it can cause stress among flight attendants. I saw on Instagram where a former EVA Air flight attendant mentioned this and how she quit. That Instagram user is not a complainer or an anti-EVA political hack. She has a business as a language teacher and only mentioned EVA Air in passing once.
In general, I find that FA's with a high amount...
Having a managerial flight attendant has the potential for better service. However, it can cause stress among flight attendants. I saw on Instagram where a former EVA Air flight attendant mentioned this and how she quit. That Instagram user is not a complainer or an anti-EVA political hack. She has a business as a language teacher and only mentioned EVA Air in passing once.
In general, I find that FA's with a high amount of seniority tend to be cranky and lazy with some exceptions. There is not a whole lot of polish for many FA's.
Good call out on seniority. This combined with unions - harder to be fired, and can't transfer your seniority (imagine Delta eating up all the best FAs). Ultimately, there's no incentive to be better, just to be good enough not to get fired.
Oh and reason #7 - the FAs themselves, accountability does matter.
One thing missing (that's really a summation of all that was written) is the end-game objective of US carriers:
They exist only to increase their stock value for shareholders. Most of them (not looking at AA) do a fairly decent job of that, outside of industry crisis periods. DL and UA certainly do.
It's not to say that airlines like EK and SQ don't care about profit: they certainly do, and handsomely so, as of...
One thing missing (that's really a summation of all that was written) is the end-game objective of US carriers:
They exist only to increase their stock value for shareholders. Most of them (not looking at AA) do a fairly decent job of that, outside of industry crisis periods. DL and UA certainly do.
It's not to say that airlines like EK and SQ don't care about profit: they certainly do, and handsomely so, as of late.... but they don't try to wring the last drop of blood out of EVERY possible stone, in an effort to save costs or raise stock price.
That goes a long way to contributing towards the infinitely better soft product, staffing, and service presentation, IMO.
For sure. It’s hard to create an environment for good customer service when the catering budget is slashed to heck, pyjamas and bedding isn’t loaded for flights under 14 hours, etc.
I'm sorry but that kind of reply is a bit of a cop out imo.... yes of course, it makes it easier to provide better service when given the resources to do so, but you can still provide great service if you want to (as many great FAs do) e.g. predeparture drinks, most cabin presence after meals etc., actually interacting with pax etc.
This is a good point, but I think talking about EK and SQ in particular is cherry-picking examples of airlines that also exist to promote their home cities, and have substantial or majority interests held by govt entities there.
That argument (that they are lest cost-sensitive) doesn't explain why service on board most British/European carriers is still generally better than on US carriers.
To use one example, IAG has turned in consistently great results...
This is a good point, but I think talking about EK and SQ in particular is cherry-picking examples of airlines that also exist to promote their home cities, and have substantial or majority interests held by govt entities there.
That argument (that they are lest cost-sensitive) doesn't explain why service on board most British/European carriers is still generally better than on US carriers.
To use one example, IAG has turned in consistently great results for shareholders for years, and is rather notorious for cost-cutting, and yet I would still say the in-flight service aboard most BA flights I take is of a better standard than most flights I take on US carriers.
Murica! Land of the free, fck the government, live free or die. I can do whatever, why should I listen to you.
These are the mentally here and it does not breed service culture where you have to go out of your way to inconvenience yourself to help others. I’m not saying there isn’t people who don’t do a good job but as a whole, the culture here don’t breed this. Individuality is above all...
Murica! Land of the free, fck the government, live free or die. I can do whatever, why should I listen to you.
These are the mentally here and it does not breed service culture where you have to go out of your way to inconvenience yourself to help others. I’m not saying there isn’t people who don’t do a good job but as a whole, the culture here don’t breed this. Individuality is above all else.
Compare this to Asia, where group mentality and conforming to elders or leaders even at the inconvenience of personal freedom and rights will breed more service oriented individuals.
I’m not saying Murica needs to change but just recognize that service is never going to be on the same level as Asia.
Safety and Service are not only viewed as mutually exclusive, but also manufactured concern for safety is often used as an excuse to stop service.
So true.
Also happens in UK local government - anything that would require thinking is ruled out due to unstated "health and safety" rules.
I don’t think it’s fair to blame this on a lack of tipping. Been to plenty of expensive restaurants with mediocre service. It’s just the wrong alignment of incentives and management. Also some of the newest and thus lowest paid FAs are often great.
Hang on; I'm going to get a snack and watch the fireworks.
Excellent article. You hit all the issues on the nail. Well done.
I always laugh at Americans who choose to cross the Pacific on United, Delta or gasp American when they could be getting real service from just about any other airline (Asian).
What an absolute waste of money.
"I always laugh at Americans who choose to cross the Pacific on United, Delta or gasp American when they could be getting real service from just about any other airline (Asian)."
I always laugh at the dimwitted people who constantly need it explained to them, that there are plenty of reasons to choose any given airline: some corporate/mandated, others by loyalty/retention programs, others for the "service" whose value you project onto others; and plenty in between.
The US lacks service culture, not just for non-tipped roles. It has nothing to do with tipping to be honest. US culture is vastly different in Asia, where you take pride in excellence and performing a good job.
Instead, US workers have a mentality of doing the bare minimum to not get fired, which creates terrible work ethic and everyone seems more focused on hacking ways to get by, rather than delivering an excellent service product.
Exactly why it's critical as a young person to be aiming for work at an elite firm.
I promise you associate attorneys at Skadden Arps are doing far more than the bare minimum. Some bill over 3,000 hours a year.
You don't have to be a lawyer to reap these benefits. The partner track at McKinsey, Bain, and BCG is...
Exactly why it's critical as a young person to be aiming for work at an elite firm.
I promise you associate attorneys at Skadden Arps are doing far more than the bare minimum. Some bill over 3,000 hours a year.
You don't have to be a lawyer to reap these benefits. The partner track at McKinsey, Bain, and BCG is also ambitious.
But if you work at a "normal" company? Yeah you'll get losers who clock out at 5pm on the dot, every day.