Jordan
Toronto, ON
Female, 28
Space Waitress, Trolley Dolly, Stewardess...everyone has their own term for us. We are the baby-sitters, life-savers, servers, cleaners and all-around problem solvers for any and every in-flight issue. Sometimes we get a bad rep for being apathetic and miserable despite having what looks like a glamorous job, so here's a peek into the gritty details beneath the shiny surface to explain why the job - though incredible in lots of ways - is more than just snappy uniforms and matching luggage.
Ooh boy is it ever hard! I've gotten better, learning to ask the right questions to someone who is upset; "what's the problem?", "is there anything I can do for you right here and now to solve it", "these are the options I can offer you, which works best for you?" etc., and usually people will come around.
But it's also important to know when someone is just being unreasonable. I try to listen, understand what they're saying, apologize, and then work on a solution, but if someone is being angry and just not accepting my help it comes to a point where I just tell them I have to get on with my job and care for a hundred other guests and if they aren't going to work with me they can call our Customer Care team on the ground.
I confess I have felt my blood start to boil more than once - it's impossible not to if someone is yelling in my face - and I've had to step back and ask another FA to take over before I say something unprofessional! If someone is pissed off and swearing though we can deny them boarding (the Captain will always support our decision) or, if it happens midflight, we will have local authorities meet the aircraft upon arrival.
We undergo training each year to learn how to deal with unruly and upset guests but unfortunately it's really something you have to experience firsthand multiple times before you become confident in how to respond. I still get wired up when it happens to me!
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Haha, oh man I have to do this alllll the time and I hate it! I used to get annoyed that people refuse to put their phones down because we're all so addicted to them but it happens too often to lose my cool over it.
So I say, "Sir, just make sure you have your phone off and stowed for take-off". I emphasize "stowed" because I'm so tired of arguing with people about Airplane Mode and whether or not it's ok (it is during the flight but for take-off and landing your electronics do need to be OFF), and that way the guest will usually just tuck it in the seat pocket or in their jacket so I don't have to see it. If people keep jabbering into their phone or texting I have no problem saying, "you're now holding up a hundred other people because we can't close the door until you put that away", and then smile and say "thank you!" as sweet as pie because sometimes it's fun to be nice when people are crabby!
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Well I was a little late in getting back to you so it could be that you've already had the interview (sorry!) but if not, I can pass along what I was asked during my interview. Apart from the general job-interview questions (Why do you want to work here? What would make you an asset to the company? What are your strengths, and areas that need improvement?), the focus was primarily on my customer service skills. I remember being asked to describe a situation where a customer was unhappy and how I redeemed their experience, and what I like about being in customer service.
My interview stages were a bit different from yours, since I had a group interview with about 30 other hopefuls, and then a one-on-one interview. The only phone interview I had was a language test (which I bombed). During the group interview they observed how we interacted with one another while working together on a simple assignment, (tip: always follow the rules they give you even if they seem pointless!) and then took turns speaking in front of each other (I had 60 seconds to talk about my favourite food. Piece of cake. Or should I say, piece of chocolate! mmm), to see how comfortable we were being in the spotlight.
I think as long as you have some good customer service stories in your back pocket, and showcase how welcoming and confident you are (good attributes for an FA!) you'll knock their socks off. Good luck!
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Yes and no. If it's free for the passengers, it's free for us too, so coffee, juice, pop, cookies, etc.
If it's not free for the passengers, we have to pay too - the only exception is if the flight is almost done and there are leftover items that will be thrown out anyway. Then we can rummage through and see if there's something we want, but honestly, serving the same snacks all the time renders them pretty unappetizing, to me at least.
Once in awhile I'll work a catered flight which includes meals and the caterer will set aside some for the crew. That's kind of fun, but it's like any classic "airplane food" tray - some stuff will be scrumptious and others will be unrecognizable.
Generally I just grab a crew water (1.5 litre bottles, you really gotta stay hydrated!) and only dip into the plane snacks and drinks in moments of desperation where I don't have time to sit down and open my much healthier, home-packed lunch bag!
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Personal Stylist & Life Coach
What's the difference between a life coach and a therapist?
Call Center Employee (Retail)
I've heard that a lot of startups are hiring really well-educated college grads and paying them a lot, reasoning that customer service is often a client's most lasting impression of a brand. What do you think, and is it something you see spreading?
Track and Field Coach
Do you let your athletes play another sport in the off-season?
If the restaurant where you waitress is ok with it, I would recommend holding onto that gig! It's so easy to pick up a shift here and there, around your flying schedule. I sometimes think I should have kept my serving job as well, but when push comes to shove I'll always pick days off over money!
I answered a similar question in a bit more detail above:
"I just got hired as a FA and i have not yet started training. I have been reading a lot of blogs and it looks like other FA aren't able to pick up as much hours as they want. My question is : what types of side jobs can we do to make ends meet?"
Check it out!
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Yes! To work for an American airline or charter, you will need a valid passport from whatever country you hail from, and you will have to apply for a work permit or visa. You can get lots of information about obtaining a visa at the US government website:
http://travel.state.gov/visa/visa_1750.html
Under some visas, you are permitted to live in the US for as long as you work for the company who has applied on your behalf. Otherwise, you can commute from an outside country. I recently worked with a woman who commuted to work in Canada from Indonesia. Definitely not a commute I would want to do but where there's a will there's a way!
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Let me tell you, I still get it wrong sometimes. Just last month I was with a crew on what was originally a 2-day pairing, but our crew scheduling department was in a bind and needed a crew to operate down to Barbados and spend 2 days there before working the flight home. Well twist my arm, I guess I'll get paid to go suntan on the beach! Anyway, all of us only had one outfit with us (thankfully I had my bikini, never leave home without it!) and by the end of the four days we were all so sick of looking at each other and our recycled outfits that I still haven't taken that dress out of the closet since I got home.
The point is, you never know where you might end up during a last minute schedule change. In the summer it's not too problematic, a pair of flip flops, some shorts and a T and sunglasses will pretty much be appropriate no matter where you end up. In the winter though, you just learn to pack more or suffer the consequences. I bought a pair of ankle boots that can easily transition from city streets to snowy sidewalks, and I have been known to bring a larger suitcase just so I could have my long, down winter coat with me in New Brunswick (and was the envy of all my shivering crewmates in their work coat)!
Thankfully crew are, for the most part, exempt from the liquids and gels ban that so many governments have adopted so we can freely transport our makeup, and lotions and potions (and booze!) wherever we please. We don't have to check our luggage either, although I have seen crews from other airlines with longer pairings check additional suitcases. FAs at my airline typically bring three bags - a lunch kit (like a mini cooler bag), a suitcase, and a "flight bag", which can carry laptops and our manual.
Here are my neccessities:
swimsuit (such a pain to buy if you forget it and then end up spending the night in Cancun unexpectedly!)
pyjamas (I used to sleep in the buff but how am I gonna feel if the hotel fire alarm goes off in the middle of the night? Huddling in the nude with my co-workers and a hundred other strangers? No thanks.)
make-up (I'm not high-maintenance but c'mon)
phone + charger
at least one comfy change of clothes, ie: yoga pants and a long-sleeved T or jeans and a sweater so that at the very least I can join the crew for dinner in the hotel restaurant
flip flops and, in the summer, a sundress
If you forget some of the essentials you can usually ask the front desk for things like a charger or toothpaste. I've even borrowed clothes from another FA who I had met about 2 hours earlier. It's trial and error, but usually I get it right!
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