V-Flyer

Hi Guys and Gals

Was just sitting here wondering what you think makes a good Cabin Crew Member.

I have my CSS course coming up and was trying to see Crew from a Customer point of view

vitb

Good luck with your course[y][y]

In answer to your question, one of the reasons Mrs Buns and myself enjoy flying with VS is the friendliness and openess of the Cabin Crew.

We have alwys felt when we have engaged crew in conversations how "normal" they are and it is frequently the case that within a short while they are just like true friends. I cannot recall a time when I have been spoken down to.

There have been those times where individual crew members have gone that extra mile - but thats what "Heroes" are for;)

Like similar jobs where you provide a service to a large number of people, the attribute I feel that is key to success is the ability to make a customer/client/pax feel like an individual - primarily in the way you communicate with them, but also in terms of overall attitude and 'presence' - and not like just another customer in a 'sea' of customers.

This doesn't have to be anything special, or priviledges.. it can come down to just making eye contact as you offer them a cup of tea. There is a skill in listening to someone, and making them feel heard and understood, and as if you have given them a lot of your time, where in reality it has been a short period of time, and all you have done is utilise good communications skills effectively.

No doubt a cabin crew's training involves strategies for fealing with the 'difficult pax', however I feel a more accurate impression of a crew member is given by how they intercat with the non-difficult pax.. the quiet one who says little. Does the crew member treat them appropriately, and make them feel welcome and ensure their comfort?

Oh, and one final point on a personal note... I despise the 'humourous antics' of crew in front of passengers - making PA announcements about a crew member's funny story, or recent surgery (true story!) This is a problem with a certain orange-coloured airline. I want to think you're individuals trained to look after my safety on a flight, not kids mucking about.

I think a good CC member is one who makes you feel special. Now I know this sounds cliched, but it really makes a difference. On some eastern airlines, such as Aviana, the CC will memorise your name, quickly rush into the toilet before you to clean it and I have heard of how they give performances for, say, honeymoon couples.

Oh and I dislike it when they when the CC "invade" your space and act too friendly at the beginning of the flight. [n]

Cheers,
VS045

I have heard of how they give performances for, say, honeymoon couples

Please make your own jokes here...

For me, it is doing the usual things at the right time - for example boarding - I usually fly J, so it means collecting my coat as soon as possible after boarding, bringing me the drink I ask for without forgetting, delivering sleep suits on a night flight in time to change before the seatbelt light goes on.

It's hard to say what makes it really right.

It's some sort of mix of being confident without being cocky, professional without being prudish, and observant without being obsequious.

Differences I've notice in Virgin crew compared to other airlines:

Negative
* Your glass is allowed to go empty, or food/drink is forgotten about - be observant
* Humourous antics and sarcasm in PA announcements - it just looks cheap and unprofessional, also can be confusing or offensive to non-British pax
* "Giggling girls" in the galley - VS seem to really suffer from this, I once had a crew "play fighting" in the galley!
* Some of the the girls really do wear too much makeup (like thick orange foundation, ewww...)

I guess all the above fall into some category of amateurishness.

Positive
* VS Service is usually delivered with a smile
* Obviously human - so many other airlines just deliver their service robotically
* A good attitude, and willingness to use initiative among the Seniors, CSSs and FSMs
* Sincerity when things have gone wrong - I don't think there's any crocodile tears involved when there's been a problem - probably because if it's a tech problem, you're stuck in it as much as we are!
* It seems apparent that VS crew don't get put through a charm school (right?) - they usually just have the right sort of personality.

Cheers,
Mike

Interesting you should say about the glass, Mike. The other weekend, on VS20, I had a GREAT member of crew upstairs, even insisting that I *should* have more wine, even when I thought I was ok [y]


One thing I REALLY appreciate from crew is when they're able to pick up on whether I'm in a "I'm bored, I need attention, etc" mood vs. when I'm in a "I'm in a sulk / I have work to do" mood - and therefore leave me alone. [:0] [y]

I think it is the ability of the crew to treat you as an individual, to act as if they are empowered when listening to your requests and to do their best to deliver (you can tell I ask for Op ups a lot!)

Try and be as relaxed as possible but not too down to earth- but not snappy either. Its also best if you can operate on your own rather than relying on your collegues, ive seen on a lot of virgin flights the staff hanging around together and bunching up rather than actually doing the job. And, when it comes to the tea and coffee bit, can u come down the aircraft saying "would you like some tea or coffee", rather than just "tea, Coffee". Im not a snob but i know when service gets on my nerves.
And please try and treat everybody the same no matter what price they have paid for their ticket.

Thanks
[ii]

Hmm...

The price of ticket's an interesting one.

While I fully agree that EVERYONE in that cabin (including Op-Ups) should be offered entirely identical service, what would you do in the following situation:

IFE Down, completely;
1 DVD player left;

1 x G Passenger;
1 x Full J Passenger.



Who's gonna get it?

Im really not up on the situation to be honest but i guess they have more than one dvd player on the basis of how how many times IFE goes down which is alot. I have had a dvd player in economy and ive been op'd up' from PE to UC because one guy couldnt fit into his flat bed! I dont know whether the flight manager know's who has paid what for which seat in UC therefor whoever complains about their IFE first should receive the DVD player ( bearing in mind that the battery will only last 2-3hours max) and then if the UC is full and they cant move the passenger's around, virgin should offer 10% off their next flight or miles or whatever.

Originally posted by preiffer
Hmm...

The price of ticket's an interesting one.

While I fully agree that EVERYONE in that cabin (including Op-Ups) should be offered entirely identical service, what would you do in the following situation:

IFE Down, completely;
1 DVD player left;

1 x G Passenger;
1 x Full J Passenger.



Who's gonna get it?

Maybe going off topic a bit here - but for the price of the ticket issue, does it matter who paid for it?

Getting back to topic, for me its the friendliness, the willing to help, the have fun attitude. A small thing that I thought was great service on our UC flight last year, whilst sat at the bar having a drink - just the two of us with a crew member who we were chatting to someone else came up and asked for something. Rather then leave us stranded he asked another member of crew who was passing if they could do it. I just appreciated the jesture.

I think a lot of the crew are also superb at adjusting to the kind of pax / mood as Paul mentioned. I want a very different level and kind of service to someone who is forced to work on their flight.

Very much a your my customer at this moment and I'm here to help you attitude. Thats really great, makes me feel appreciated and special.

Oh, and good luck with the course!

Mat xxx

What would you have thought had the crew member who was passing, didnt pass and the crew member you were speaking to actually helped the person that came for help? would you have felt put out? Or would you have thought, yes this member of staff is great because they are dedicated to providing amazing customer service rather than me taking up their time?

Originally posted by fozzyo
Maybe going off topic a bit here - but for the price of the ticket issue, does it matter who paid for it?

Getting back to topic, for me its the friendliness, the willing to help, the have fun attitude. A small thing that I thought was great service on our UC flight last year, whilst sat at the bar having a drink - just the two of us with a crew member who we were chatting to someone else came up and asked for something. Rather then leave us stranded he asked another member of crew who was passing if they could do it. I just appreciated the jesture.

I think a lot of the crew are also superb at adjusting to the kind of pax / mood as Paul mentioned. I want a very different level and kind of service to someone who is forced to work on their flight.

Very much a your my customer at this moment and I'm here to help you attitude. Thats really great, makes me feel appreciated and special.

Oh, and good luck with the course!

Mat xxx

Sadly I only get to travel twice maybe three a year, and have always chosen Virgin, this is mainly due to the fact that I really like and admire Richard Branson, so I thought IÕd give his airline a shot, I must say IÕve never been disappointed with the service IÕve received from Virgin.

So what makes a good crew member, I would say this....

One persons upper class ticket is another persons economy ticket, wherever possible treat each person with the same respect and attitude you would another, I must say IÕve never been fortunate enough (the time will come one day IÕm sure) to travel in upper class, but if I got the same treatment in upper class as I have received in economy, I for one would be happy [y]

Hope this makes sense [:?]

Cheers

Trevor

I had a long think about this before replying because by and large my experiences with cabin crew have been extremely positive. I have felt that often the crew's attitude can make or mar a flight but also a good crew member can turn a negative into a positive.

I can remember my first VS flight which was in EC. It was a terrific experience which instantly bonded me to VS. OK, lots of things went wrong but it was their attitude in putting it right and the personal service which instantly wedded me to them. On the return I can remember my feeling of disappointment that the crew, while totally professional were not as upbeat or as helpful. All they seemed to want to do was feed us and put us to sleep! Now bear in mind this was to JNB so they were both overnight flights so the fact it was night time should not have come into play. In fact the next few return flights seemed to follow the same pattern but then all of a sudden it changed and I have had some of the most memorable inbound flights

What have been the positives? Being made to feel that you are the only person that matters - even in a full EC cabin. It's easily done with eye contact, a smile and being visible by not disappearing behind the curtain once the meal service is over. By clearing up quickly after a meal so that one is not left sitting in the debris of a meal. In UC being addressed by name makes all the difference. I have also noticed that VS are great with children and I just love it when they come on the PA and say "Ladies and gentlemen, boys and girls..."

The negatives? To be honest there have been very few negatives with VS cabin crew but the one that stands out the most is one who was very bossy towards passengers. When trying to prepare the cabin for take-off and landing there are ways to make sure that people are doing what is necessary. The same cabin crew was also very rude and dismissive of my teenage son in UC and I have had the misfortune to travel with this cabin crew twice and witnessed the same behaviour not only with him but with other passengers.

In summary: Your primary task is for our safety. That is a given. However, hopefully that aspect of your job will not come into play in the interval between take-off and landing. Therefore for that interval we want to feel valued and cared for regardless of our class of travel and during the few minutes of interaction with you made to feel that we are the most important person at that precise moment in time. That's a helluva a lot to ask for but easy to accomplish with the suggestions made above - a smile and eye contact.

I combed the whole of that for a spelling mistake so that I could get even over the "little people". But not one [:(]

All I find I can say is jolly well said! Clearly a lot of thought and clarity in that answer.

What else can I add?!? I would agree - being treated as an individual rather than just another body on the plane is always nice - the class your flying shouldnt matter, airline crew are in a service business. First & foremost though, they are on a the plane to serve you - staff on some airlines (budget esp.) seem to forget (or simply dont realise) this.
Eye contact & smile always give an added touch of personal service whether your in seat 2 of 82.
Sometimes its great to be left alone - sometimes its nice for the few seconds of human interaction.
Was on flight LAX to AKL, I was one of few people still awake mid-flight.... yet the crew passed every 15-30 mins or so to check I was ok, drink top up etc. Even though 90%+ were dozing, I was still treated as an individual. Similar "service" LAX to LHR on the way home.