Which group do ground staff prefer?

[Melburnian1]

Do ground staff and cabin crew of Australian airlines prefer (if they had to choose between the two groups) business travellers who may be demanding (wanting to go on earlier flights, picky about seat numbers, irritated about late running, casting a severe eye over lounge food) but who are relatively experienced in travelling by air, or would these airline staff prefer leisure travellers (some of whom who have young children in tow, the elderly who are not that used to flying or who in some cases have never previously flown, family groups who arrive pretty late in the checkin window times, teenagers who get lost in an airline store despite having checked in a bag) who may not be quite so demanding re travel conditions and may be friendlier to staff?

At present, these airline staff must deal daily with many of the latter group.

Is the 'leisure' group much slower to board planes on average than the former (business traveller) group, and is this of any concern to the airlines as they try to maintain punctuality and turnaround times?

Are the early flights (0600 or in the case of Brisbane 0500) more difficult to fill at this time of year because discretionary travellers prefer to be on domestic flights at 1000 not 0600?

 

[Kieran2274]

I'd suspect the irregular flyers, just on the basis they are probably less rude to them.

 

[Moopere]

Yeah, I wonder.

It might be tempting to go with the potential 'rude' perception of business/status travellers, but I'm not sure about that. I've seen some (obvious) leisure travellers yelling some pretty abusive stuff at airline support staff ... my experience, and those I see around me is status/business travellers perhaps getting easily irritated but usually not outright rude ... just short.

I tell you who irritates _me_ the most ... don't know about the staff, but its the occasional business class travellers who haven't travelled business very much. I've been annoyed to no end by bogun J classers being loud and obnoxious. In my experience there can be a fair bit of DYKWIA in the occasional J traveller.

 

[Kieran2274]

Easily "irritated" - isn't that just a more polite way of saying somebody taking things out of proportion/taking things out on the human beings who do these often thankless jobs? Rudeness is rudeness - there isn't a better class of rudenes lol. You can dress poor behaviour in any fashion, doesn't really change the effect of it on the people who have to wear it day in, day out.

Who knows, given recent changes to the Fair Work Act - it's possible some "irritated" pax might face the Commission on bullying complaints! Something to keep in mind when next "irritated".

As to DYKWIA behaviour, the most funniest thing about that is if you have to state DYKWIA? then clearly you are over-estimating your importance to said airline (because if you really were important to the airline, they'd already know it without you blustering about it lol). Case in point, the way CLers are managed is pretty smooth. You don't have to tell them, they already know who you are and have prepped quite a bit before you even get to the airport. It's quite interesting to see how they are managed.

 

[jt1983]

A friend of mine who used to work in flight service said that the people who made her life miserable were high-status passengers. She did have some harsh words for 'cashed up bogans' but without fail she said so many more of the gold-plats were rude to her on a daily basis than anyone else.

 

[BensAdventures]

A friend of mine who used to work in flight service said that the people who made her life miserable were high-status passengers. She did have some harsh words for 'cashed up bogans' but without fail she said so many more of the gold-plats were rude to her on a daily basis than anyone else.

If that's the case across the board, that's a real shame. I know I've become more relaxed about everything when flying as I risen up the status tree (maybe it's the alcohol in the lounge prior to some flights). I guess the higher status passengers often know some tricks etc to get things done, and maybe this frustrates staff though.

 

[Newk]

Easily "irritated" - isn't that just a more polite way of saying somebody taking things out of proportion/taking things out on the human beings who do these often thankless jobs? Rudeness is rudeness - there isn't a better class of rudenes lol. You can dress poor behaviour in any fashion, doesn't really change the effect of it on the people who have to wear it day in, day out.

Who knows, given recent changes to the Fair Work Act - it's possible some "irritated" pax might face the Commission on bullying complaints! Something to keep in mind when next "irritated".

As to DYKWIA behaviour, the most funniest thing about that is if you have to state DYKWIA? then clearly you are over-estimating your importance to said airline (because if you really were important to the airline, they'd already know it without you blustering about it lol). Case in point, the way CLers are managed is pretty smooth. You don't have to tell them, they already know who you are and have prepped quite a bit before you even get to the airport. It's quite interesting to see how they are managed.

oh dear..............

 

[Must...Fly!]

Personally it's hard to say, as all groups have their polite individuals and rude ones too. Frequent flyers tend to understand the system and know about their baggage allowance and where they have to pay extra. On the other hand many leisure travellers seem to think airlines are a money making machine that can afford to give charity to all and sundry...

 

[drewbles]

A friend of mine who used to work in flight service said that the people who made her life miserable were high-status passengers. She did have some harsh words for 'cashed up bogans' but without fail she said so many more of the gold-plats were rude to her on a daily basis than anyone else.

I suspect that's the case for most instances, especially in the LOTFAP. I recall a rant of an AA EXP in a security queue one day about the 'nerve' of AA selling F seats at check-in for $50 when, as an EXP, he should be getting the upgrade. It was even better when I then boarded, sat down (in F) and he stormed past me angrily

As an 'elite' I tend to try and make the gate agents, cabin crew, and any airline staff I interact with jobs as simple as possible. I know they face abuse on a regular basis, and always speak politely, plead any case I may have rationally and diplomatically, and understand above all that 'stuff happens'. After various difficult situations flying around over the years, i've found that being polite and rational (along with offering them a line sympathising with their stressful situation) to a gate agent frequently results in a smile, and preferential treatment during irrops. And on AA, i've found offering them alternate routings, or suggestions, can actually help even more. I've spent a few minutes on my phone and EF to try and find options, and 99% of the time, they'll help you out if you have done the work for them.

Golden rule which a lot of elites (and indeed people in general) fail to remember: do unto others.

 

[Newk]

Easily "irritated" - isn't that just a more polite way of saying somebody taking things out of proportion/taking things out on the human beings who do these often thankless jobs? Rudeness is rudeness - there isn't a better class of rudenes lol. You can dress poor behaviour in any fashion, doesn't really change the effect of it on the people who have to wear it day in, day out.

Who knows, given recent changes to the Fair Work Act - it's possible some "irritated" pax might face the Commission on bullying complaints! Something to keep in mind when next "irritated".

As to DYKWIA behaviour, the most funniest thing about that is if you have to state DYKWIA? then clearly you are over-estimating your importance to said airline (because if you really were important to the airline, they'd already know it without you blustering about it lol). Case in point, the way CLers are managed is pretty smooth. You don't have to tell them, they already know who you are and have prepped quite a bit before you even get to the airport. It's quite interesting to see how they are managed.

I've really tried to let this one go but I cannot. Rudeness can often be perceived rather than meant. So, yes, most certainly there are different classes of rudeness. The tired worker (of any sort) sitting on a plane not wishing to interact with the FAs might be perceived as rude when he/she is just buggered. The drunk businessman or woman who rants and raves and demands demonstrates a different class of "rudeness"
The reference to fair work and bullying is quite remarkable. Are you able to tell me how many of these cases have been brought by airlines against customers?

 

[mannej]

The reference to fair work and bullying is quite remarkable. Are you able to tell me how many of these cases have been brought by airlines against customers?

Why so? Just because there haven't been a high number of cases doesn't mean the reference is remarkable.

 

[Newk]

Why so? Just because there haven't been a high number of cases doesn't mean the reference is remarkable.

They are two separate sentences. Perhaps I should have separated them further. Sorry for any misunderstanding.
My point remains that a tendency to suggest bullying charges for rudeness, however defined, is unlikely to be of help to anyone.

 

[mannej]

They are two separate sentences. Perhaps I should have separated them further. Sorry for any misunderstanding.
My point remains that a tendency to suggest bullying charges for rudeness, however defined, is unlikely to be of help to anyone.

Single acts are unlikely to result in charges due to the definition, however that doesn't negate the obligation of each employer to have systems in place that try to limit these types of events and the mechanisms to act.
You would find the cases up for mediation/further action are extreme cases as most should be dealt with before it reaches that stage.

 

[Newk]

Single acts are unlikely to result in charges due to the definition, however that doesn't negate the obligation of each employer to have systems in place that try to limit these types of events and the mechanisms to act.
You would find the cases up for mediation/further action are extreme cases as most should be dealt with before it reaches that stage.

good explanation...I think we agree*. Thanks.

*edit to add: or at least I see your point and agree with you. I daren't suppose that you'll agree with me And thanks again

 

[DaleS]

I'm with you on being more relaxed up the status tree. Apart from the fact that status can be helpful if the occasional snafu occurs the best thing for me about higher status and biz travel is that IKWIA - I know who I am. Inevitably I am in a lounge away from the madness, I am most often going to a priority lane for boarding so I avoid the lines and scrum, I will will be sitting in a comfortable seat and get good meals and service etc etc. So I don't really need to worry. As this happens on almost every flight this also means I don't need to be rude or demanding. Should a situation occur, as it occasionally has, just be polite, ask questions and suck it up. Plus using this forum gives great tips on all things to do with flying so I make use of everything I possibly can.

 

[Moopere]

I know I've become more relaxed about everything when flying as I risen up the status tree (maybe it's the alcohol in the lounge prior to some flights).

Yes, me too. I wonder if its got to do with familiarity? Perhaps its similar for everyone? Once you know how things work (more or less) and have run through the mill more times than you easily remember... I've noticed a tendency to fall asleep before take off recently.

 

[Jimgotkp]

Never worked in the airline industry but when I worked in the hotel industry, I noticed that guests with a status were more rude, especially when they weren't given an upgrade or two connecting rooms (if requested).

The "smarter" travelers or guests will be nice and courteous to the FD agents, especially if they notice the person before them being rude.

 

[RooFlyer]

Interesting question! I guess there are many traits a pax may exhibit which airline staff might wish weren't there (broadly "rudeness" - ie there is 'rude' if you are trying to be nasty or insulting to the other person; there is 'rude' if you are 'short' with some-one, or fail to say please and thank-you etc; there is 'rude' if you are overly demanding, even if being polite while being demanding; and there is 'rude' if you are ignorant of flying etiquette, even though you may be quite innocent in being so!

I'm guessing its the frequent flyer, with status who has the greatest capacity to be rude - they know the airline system, they know that glitches happen but would be intolerant of a failure to recover or a slow recovery by the airline. Their rudeness more likely to be deliberate or at least avoidable and therefore more offensive to staff.

The infrequent / tourist flyer might be rude because of ignorance, or thinking airline staff are 'servants'. Rudeness more likely to be forgiven or overlooked by staff as its more likely to be accidental or in ignorance.

 

[Must...Fly!]

Rudeness more likely to be forgiven or overlooked by staff as its more likely to be accidental or in ignorance.

Dunno about that. Someone flying once a year should have some respect (i.e. not treat staff like servants as you say) and understand they don't know everything about airline policies, etc. Not all act that way. If they want something extra I am more than happy to do it if I can. However, if you're going to be rude about it then I will try, but if it's going to be difficult, there are other people to take care of...

The road warrior on the other hand flies every week and knows exactly what to expect, and is probably well over the flying by now so any small thing extra goes a long way. Plus, they are usually travelling solo which makes things easier and more streamlined.

Just my personal feelings, anyway.

 

[spudseamus]

I always approach a long haul trip ,bad back so always in J , with the old saying " I am a mirror to your attitude " i do make allowances for someone having a bad hair day lol! But I will not put up with that continuing for 14 hrs !
I do not travel much these days but no matter where and when I have always used the aforementioned saying for my entire adult life ! It has served me well ! Cheers !