So, it looks like 2007 is looking to be an extreme year of travel for Steph and I. (Don't take that as a complaint, though, I am looking forward to it!) We're sitting in flight UA 1082 on our way with five nieces and nephews and my parents to Aruba. Tomorrow is my birthday (one more year closer to 30 I go ;)) and as for what our plans are for tonight, I have no idea. Aruba is 2 hrs ahead of our time zone (Central US) and 5 hrs behind Germany. O'Hare was relatively tame, but because of the rainy weather, we were delayed by a good 30 minutes on the tarmac.
This is the first time I've flown United Airlines in more than five years. (It might have been further back, but that's as far as my flight memory goes...) The plane is a A320 and we have the luxury of sitting in business class (with nine people on the trip, my dad wanted to make sure we were all together), but frankly, other than the expanded width of the seat, it really isn't anything to write home about. With as much travel as we've been doing over the past two years, I'm learning something quite quickly about the airlines (and I wrote about this last year) - we're on a glorified flying bus. I don't know if my memory is shaded by the fun trips of the past that we took as a family, but one thing is distinctly different about flying these days: the crew is less happy to see us as guests. I don't know if that's because of the trouble the US airline industry has been having of late, but really it is no excuse for the so-so customer service we've experienced. I feel like the door greeters at Wal-Mart are happier to see me than the stewardess in our cabin (and other than our recent flight on Lufthansa from Munich to Chicago - and experiences with SAS - this seems to have become a standard modus operandi). It's not that they're being [directly] unfriendly, but it is as if they're not all to happy about being here today. I know... it's the 31st of Dec. and people are getting ready to celebrate the coming of the new year, but c'mon - once I left college, the excitement of the new year ... was, well ... muted a bit. I enjoy the celebration like the next person, but I'm more excited about simply enjoying other people having fun. With all of the craziness we see on tv and read about, it's nice to see people simply forget their problems once and a while and come together for a common celebration. So, considering we are on our way to an island where the weather is almost guaranteed to be good (the average year-round temperature in aruba is 85°F/30°C and it is a dry, desert-like island), I can't see a reason why someone wouldn't be in a relatively good mood. Let me make another analogy, even though getting to the office in the morning is old-hat, I still try to be cordial and friendly to our employees when I arrive in the morning (and when leaving at night). In the first few years, I didn't realize the positive effect this had on the people who worked around me and I probably entered more often than not with a less than inviting presence. (In traveling, you realize quickly that regardless of language, a smile speaks volumes. A friendly nod and a grin or full smile automatically lowers people's barriers and opens the bridge to hey, you can talk to me, or at least, have a good day!)
So, in an environment where your entire job depends on how you deal with people, it would seem one would know this up front, right? Experience seems to say not...
One of the common refrains from people who complain about traveling a lot is, "well, my comments or choice to go to a different airline can't make a difference... I'm only one person." I guess that is true to some extent, but with the amount of people out there leaving their commentaries for all to view on the web, perhaps we who make coherent and thoughtful comments (which I hope the above is) will slowly make a difference. Doc Searls and Jeff Jarvis (two bloggers I read relatively often - and who have large followings) constantly comment on the power of citizen journalism and why it is so important for businesses to think about (either in the sense of creating an environment where corporate blogs reach out to customers or by understanding the impact of the public's comments on what they are doing). While I wouldn't call what I do journalism in any sense (nor am I trying to be a journalist in most cases - other than the once-and-a-while-reviews), I still hope that what I write isn't reactionary, so as to be worthy of ignoring, and may lead someone to change the way they do things (and for me, the more important reason why I write, is to remember what I've done in years past).
Oh, and one thing to the captain - or whomever's decision it was to be a seat-belt nazi - LET OFF! (Flight 1082, December 31, 2006) We are adults and know when we can hold it or not. For the tenth time, one of us has been chastised for getting out of our seat to use the lav. For one, when we know we're going to be delayed on the tarmac and two kids tell you they have to go, let them, dammit! (A niece and nephew had to go badly before we took off and the captain ordered - so said the flight attendant - the crew to require people to remain seated. What is wrong with this industry? It was obvious from the line of planes in front of us that we weren't going to take off for at least another 10 minutes.) Secondly, when did turbulence suddenly become such an issue that if your ass isn't planted in your seat with the seat-belt tightly fastened around your waist, you're somehow going to fall out of the plane or cause the plane to fall out of the sky? I just got up to use the lav myself and the flight attendant says, "the 'fasten seat-belt sign' is on..."
I respond, "so does that mean I can't use the lav?"
"I can't answer that - I was simply asked to tell people that when the sign is on," she responds.
What??? I don't get it. (I went in anyway thinking, "what a bunch of bs - we're six miles up, three hours away from Aruba and you're worried about me using the lav...)
Let's say we're on one of those unlucky flights where we hit turbulence a majority of the time - so now we're going to force people to do a mad rush to the lav when the sign eventually turns off? I understand asking people to remain seated if they aren't going somewhere specific. I also understand asking a group of people who might be gathering around a specific area of the plane to sit down or disperse. Acting like people are in your way when your job is to carry them from one place to the next is absurd - and not trying to accommodate basic needs is beyond absurd.
The leaders in this industry have lost their minds and don't know the line between sensible and ridiculous. I'm also pretty sure the rules we are being held to are particular to this flight crew or captain because the guy sitting next to my mom is a captain for the return flight and he keeps shaking his head when he sees the crew doing senseless things like this.
The final note I'll make on travel (to keep this from meandering too far off course ;)) is this: life is good and treating people well even if you're stressed by the tension of being away from home (or for our flight attendants, being on the job, away from home) will help make others around you feel more at ease and will likely make you feel better in return. Crews of late could help themselves by being aware of this.