I fly nearly every week and have done so for many years now – mainly domestic (UK) and Europe on many different airlines.
I have professional knowledge of occupational psychology, and wonder if my opinion on F/As behaviour and attitude might be interesting? Additionally, like many of you, I have seen it all, from the very worst to the very best – sometimes on the same flight!
I am particularly intrigued by the use of the word ‘professional’ that cabin crew and even you dear readers use to describe what used to be called ‘air hostesses’.
First of all, cabin crew cannot be and never will be ‘professional’ in the true sense of the term (i.e. they have no discrete knowledge base nor independent self regulatory body). The more we and airlines call them ‘professionals’ and describe their behaviour as ‘unprofessional’, then these poor people, who let’s face it, are not the sharpest knives in the intellectual drawer, will begin to believe that they really ARE professionals.
This leads to cabin crew becoming puzzled and upset at not being treated like a ‘processional’ by passengers and this is because the majority of passengers know full well that cabin crew are not professional and therefore do not treat them as such. Example this – when did you last see or hear of one of the flight crew (who ARE) professionals being spoken to rudely by passengers? The majority of people will automatically offer respect to proper professionals (Doctors, Nurses, Lawyers & etc…), but will not do so if they perceive the person they are interacting with is not a true professional.
We do not expect the checkout lady in Tesco’s to act ‘professionally’ – only with a little courtesy, so why should we expect cabin crew to do so? It is not fair on them. Professional behaviour is enacted in many complex ways – e.g. discretion, empathy, broader understanding of the single issue – and crucially, an extremely evidence based approach to decision making and actions gleaned from many years of study, research and professional practice.
I know cabin crew won’t like this, but actually 4 -5 weeks ‘intensive’ training in how to evacuate an aircraft and don a life jacket does not actually fall into the latter category.
So, maybe if we were all a little mindful of what ‘professional’ actually means and what professional behaviour is, our expectations of cabin crew behaviours should reduce to the undertaking of bare minimum functions such as making safety announcements and serving meals and beverages – nothing more, nothing less.
If they do not make eye contact, serve you with a smile or generally act like they care, then my advice is not to concern yourself. Expect very little, be delighted when you get more, but never, ever expect ‘professional’ behaviours from scarcely trained women and men who, well, perhaps are simply not able to aspire to greater career heights than being an air hostess or steward.
Hope this was interesting. 