Sometimes when you work in a service role with a company you can only do so much before you break down. In the flight service industry, there are still a lot of glitches in providing high standard customer service.
Flights are still overbooked, regulations are increasingly high and the expectations of employees in mid-level jobs are becoming more & more demanding.
It becomes increasingly hard to do your job as a flight attendant when you consider your large scope of responsibility. This includes but is not limited to:
- Ensuring emergency equipment works
- That Cabins are clean
- Attending to passengers
- Makes sure there is enough food on board
You are expected to do this in conditions where:
- Your company irresponsibly oversells tickets
- Post 9/11 regulations practically force you to be suspicious of all customers.
- Customers are uncomfortable due to lack of space in the cabin.
Of course, all of this is becoming harder during high use times of flight services. Here are some examples of flight mishaps during heightened service times. The downside of over stressing customer service people is stuff like this happens, read articles below:
Anderson, Mae. ” American Airlines grounds flight attendant after a confrontation on plane.” CP24. N.p., 22 Apr. 2017. Web. 22 Apr. 2017. <CP24 Flight grounded>. Leslie Scott a public ambassador of American Airlines was put on the spot in the eyes of the press after a male flight attendant had a physical confrontation taking away a stroller from a passenger. This article proves working in the public service sector is increasingly difficult and to some degree, there is bound to be a burnout. Although you can not excuse this public mishap you have to wonder if the stress of his employment caused this!
Passy, Jacob. “Nearly half of young Americans won’t fly United anymore.” Market Watch. N.p., 22 Apr. 2017. Web. 22 Apr. 2017. <Young Americans won’t fly anymore>. This article talks about young people now making the choice not to fly. Also the wrongful removal of David Dao a 69 year old doctor on a United Airlines flight. This another famous example of customer mistreatment on a North American flight service. Just another reason why consumers are considering their options in national and international travel. Are the employees really to blame? Or are the consumers right in blaming the company for creating such hellish travel conditions?
To conclude, it is my opinion that Flight attendants are in an overstressed role that should be more service focussed but rather has become more job focused. It is my opinion that certain attendants should not work with the consumers but rather just handle the administrative resource & emergency duties. Flight attendants who specialize in customer service should be the only ones dealing with consumers.