Those of us who’ve been aboard American planes in the past certainly recognised the scene with the cackling cabin crew. For me, it perfectly underscored the difference between the established US carriers and new airlines such as Emirates and Etihad.
And before anyone accuses me of being biased against older cabin-crew members, it’s not about age, it’s about attitude.
One of my favourite long-haul flights was with Qantas, where I was sat opposite one of the crew jump seats and had a long conversation with a steward who must have been the age I am now or older. He was welcoming, warm and wise, and everything I could have hope for.
But I also have flashbacks to flights on United and Continental, where bags of peanuts were tossed at passengers by people with a palpable demeanour of distdain for their job and the passengers.
My in-air experiences with airlines including Etihad, Cathay Pacific, Air Asia, Qantas, Virgin Australia, Swiss, British Airways*, Air Serbia, Alitalia and Air Brussels in the past few years have been largely very positive, due to two factors: comfort and service.
It’s been a while since I’ve flown on a major American carrier, and I hear that at least some of them have lifted their game. I’m certainly happy to report that my most recent American airline experience — with Silver airways, on a tiny plane flying from Tampa to Fort Lauderdale — was excellent. The sole cabin crew member was delightful.
I do hope standards have improved across the board in the States, but the fact that Emirates’ advertising agency saw crew attitude as a vulnerability of American characters indicates a widespread public perception.
The reason this is so important to Emirates is that the American carriers have been lobbying against an open-skies agreement, accusing Emirates, Etihad and Qatar Airways of unfair competition.
I know there are other issues, but if training and encouraging your staff to be pleasant and helpful to your customers is unfair, then I guess I’m pro-discrimination in this case.
* With one exception, where a BA premium economy seat on an ageing Boeing 747, flying Heathrow to Miami, was remarkably uncomfortable.
