FA Attentiveness - your thoughts?

[tuapekastar]

Flew ADL-MEL on Sunday in J. 1AC was a couple, I was 1D, no-one else in J.

The CSM (or whatever VA calls the boss) offered me a pre takeoff drink, I took water, all standard. He then promptly served 1ACD (in that order) the snack (substantial for a snack IMHO) and a drink (red wine in my case, a nice Tempranillo from WA). Took our trays once we had finished eating. I had not touched the red at this stage but soon put that right. A few minutes later when my red level was low in the glass he appeared and asked us all if "we would like anything else for the moment". I may have misread it completely but there seemed to be a hint of "ask now or hold your peace". I took a refill of red and went back to my newspaper.

A little while later my glass was empty again. Just prior to this another FA had stood in the doorway and commenced a conversation with 1AC. I was of a mind where I could have another, or not, didn't really matter to me. The FA was yakking full on with 1AC. As something of an experiment I decided not to interrupt or push the call button (would have been silly anyway given I could touch the FA), just leave the empty glass sitting there. The FA's convo with 1AC must have gone a good 15 minutes or so, then the head honcho reappeared from somewhere down the rear of the plane and went straight through to the galley, and a few minutes later the announcements started and we were in descent/arrival mode.

I post this not because I expect any special slavering service, but because IME prior to this flight VA crews have been very proactive (particularly in J) at keeping your glass full and making regular checks, and this has to some degree been a differentiation between VA and QF (not there are not great QF crews who do the same thing). Given there were only three pax in business, I thought maybe they could have been more proactive in offering a refill.

I want to emphasise again, I am not being 'entitled' or anything here (if I had really wanted another drink I could/would have interrupted the conversation), just curious as to others' views.

 

[smit0847]

Does this really deserve its own thread? You could have been served a 3rd glass of wine but you didn't ask for it and it wasn't offered? You could have stopped in at the Lounge on arrival to sink some more if you were still thirsty?

 

[markis10]

Does this really deserve its own thread? You could have been served a 3rd glass of wine but you didn't ask for it and it wasn't offered? You could have stopped in at the Lounge on arrival to sink some more if you were still thirsty?

Having a wine glass that is never empty is often seen as a sign of good service on the ground, so why should the same not apply in the air?

 

[flyingfan]

I want to emphasise again, I am not being 'entitled' or anything here (if I had really wanted another drink I could/would have interrupted the conversation), just curious as to others' views.

I think it's a fair call. It's great that the FA can engage 1AC and keep them entertained so well but a glance in your direction once or twice during those 15 minutes just to make sure you didn't need anything else and weren't the type to interrupt them would have been nice - it'd be the difference between good and great service.

I have also been in the situation where the FA is so busy talking to some passengers that I felt neglected. To me it's not so much about keeping a wine glass full, but about the FA remembering that there are other passengers around too that also deserve being looked after just as well.

 

[Deleted member 29185]

I don't fly J so can't comment from a first hand experience, but the last two flights I took, had a grand total of 1 person in J (thats 1 + 0). The guy in J on the first had his breakfast served and then nothing (no sign of the CSM until collection of rubbish just before landing). He got more attention while waiting for the aerobridge to be set to disembark. Mind you, he looked like a grot and although I did overhear his job description (he told the CSM while waiting disembarkation) I won't stereotype and repeat it here. The second flight had no one in J and there was no attempt to preserve the cabin. No barrier, no announcement about the J toilet no nothing, but hey, there was nobody there. What's the feeling for that case......no one in J (no upgrades either :evil so still keep the J sanctity or a free for all (I was in row 3 with a spare middle seat so no real desire to try a jump up to J routine).

 

[The Rok]

Wow, real first world problems….

 

[lovestotravel]

Can always get a bad/tired/grump crew/CSM

 

[markis10]

Can always get a bad/tired/grump crew/CSM

Yes, and on DJ it's very noticeable on the last leg of their tour of duty.

 

[lovestotravel]

Yep indeed!

I have had 3 flights now where a crew member has dropped a whole "shelf" of glasses, which smash everywhere and make a nice mess!

That's 3 flights in the past month and puts the crew (1 or 2) at the front in a bad mood as they have to clean up the glass with either a vacuum (never knew they had a vacuum) on a plane and/or a small shovel/broom.

 

[clifford]

Yes, and on DJ it's very noticeable on the last leg of their tour of duty.

It's because, in many cases, their primary skills are in tap-dancing or some similar pursuit. That's why they were hired, and unfortunately, many of them are still there. You can't make a silk purse out of a pig's ear.

 

[Mogul]

There is a huge gap in the level of service between J on the A330 and the rest of the fleet, something that VA needs to sort out ASAP.

Are the A330 J crews hand picked ?

 

[Blackswan]

There is a huge gap in the level of service between J on the A330 and the rest of the fleet, something that VA needs to sort out ASAP.

Are the A330 J crews hand picked ?

I've had a A330 PER-MEL J trip where the service was subpar - seemed as though they wanted the service finished asap - so they could chat in the galley, without checking drink refills etc. . .

 

[MarkD]

Only ever really had one total cough crew, and that was just after the change to Virgin Australia, on an 8.30 SYD-BNE, they really couldnt give a cough that night. To me though we got home 20 mins ahead of schedule and because they didnt care, they gave everyone free LTA, which was prior to them offering it to everyone FOC. The reason it was coughpy service, was that they just plonked themselves in row 1 and yapped amongst themselves the whole flight. The way I look at it, everyone has a cough day, and who knows what jackass they may have dealt with on the previous flight. 1 coughpy experience out of 200+ flights is a pretty good effort I think.

 

[ashleyn]

Dare I say there's a lot of preciousness in this thread. If you want a drink, press the call button ! Get over it people.

 

[pauly7]

Dare I say there's a lot of preciousness in this thread. If you want a drink, press the call button ! Get over it people.

You dared and personally I agree!

I probably would have politely interrupted myself. But each to their own.

I do however think that different people prefer different types of service. I personally prefer a friendly, professional but slightly laid back style that isn't too in your face which airlines like Qantas and Etihad do quite well.

I don't like the typical Asian carrier subservient type service typified for me by SQ and Thai where they are constantly hovering all over you touching and doing stuff and some people treat feel it is ok to treat them like slaves!

But I know some people DO like a high level of attentiveness and prefer service to preempt a request. I just personally don't require that but I think it's really a personal preference with no right or wrong answer really.

 

[pauly7]

There is a huge gap in the level of service between J on the A330 and the rest of the fleet, something that VA needs to sort out ASAP.

Are the A330 J crews hand picked ?

Perhaps there are more new DJ staff on the A330 crew that don't have the old LCC levels of service ingrained into them?? (Just a guess)

 

[jpk]

I've noticed it, both in J and row3. I think at first the crews were excited about having a real business class, but now that novelty has worn off and it just represents hard work and some have stopped trying so much.

 

[Moopere]

Its probably just a bad CSM. I've only had one that I can remember so I'm doing ok.

The CSM's set the whole crew tone. If they are off the boil then 10:1 the other FA's will be as well. My 'bad' CSM experience was a last flight of the day as commented elsewhere earlier in the thread. Also agree that the 330 crews seem to be far and away better, but the thought occurs that perhaps they are just less tired? How many runs will the transcon crews do in a day?

 

[KCMil]

A330 crew do single sectors, except on the MEL - SYD return. Other crew can do 4 sector days and even a fifth sector if they are doing a positioning flight (not as operating crew). Big diff I should think in the fatigue levels. Still no excuse, last sector of day should be as spot on as first sector.I find most of the CS's say that they are loving J class more and more as they are enjoying the rapore they are building as they get to recognise people.