Flight crew too busy

[Markff]

Good evening, I was just reflecting on my flight experiences and found myself realising I have only ever seen one crew member that seemed genuinely happy to help and doing so wasn’t an imposition (but only for my wife). Every other flight I have ever had, I felt like I was interrupting staff from doing ‘things’ (most seemed polite enough about it).

Just curious if this is a common experience, do I just have bad timing or are staff just trying to give that appearance to avoid getting more requests?

Should note I mostly fly with Australian airlines, and occasionally Singapore and Malaysia and I have had similar experiences in both ends of the plane.

 

[serfty]

Welcome to posting on AFF @Markff.

I have experienced such behaviour on many carriers.

Specifically, which carriers are you referring to?

 

[Markff]

Welcome to posting on AFF @Markff.

I have experienced such behaviour on many carriers.

Specifically, which carriers are you referring to?

Thanks
Qantas, Jetstar, Singapore airlines, Firefly, Malaysia Airlines, JAL, Virgin. One nice guy who took extra care of my wife on Qantas was the exception.

Not saying any crew were all specifically bad (except firefly), I just feel like if I ask for literally anything it always feels like I am asking to borrow $1 from them or something.

 

[straitman]

Good evening, I was just reflecting on my flight experiences and found myself realising I have only ever seen one crew member that seemed genuinely happy to help and doing so wasn’t an imposition (but only for my wife). Every other flight I have ever had, I felt like I was interrupting staff from doing ‘things’ (most seemed polite enough about it).

Just curious if this is a common experience, do I just have bad timing or are staff just trying to give that appearance to avoid getting more requests?

Should note I mostly fly with Australian airlines, and occasionally Singapore and Malaysia and I have had similar experiences in both ends of the plane.

Hi Marlff,

Welcome to AFF.

Personally I think FA's become very attuned to how people treat them and respond accordingly.

 

[Markff]

Hi Marlff,

Welcome to AFF.

Personally I think FA's become very attuned to how people treat them and respond accordingly.

Not sure I understand but this would seem to imply you think I am being rude or asking excessively myself? In most of the occasions I am mentioning, I have politely asked for a single drink during a flight (and not during any specific time they would be otherwise engaged / or when they appeared actually busy).

So doesn’t really feel right to me unless you mean people in general have gotten needy and rude and they have had enough and are giving up?

My question is more to the effect - am I being perceived as rude just by asking for anything beyond when they specifically engage you? Is that not expected anymore? Feels like a big change in the last 20 years or so.

 

[Austman]

I'd say too that it can, of course, depend of your class of travel.

Economy class can be like that. But usually business and first isn't.

In economy class, I usually go to the galley to ask for more drinks or snacks, rather than use the call button. In business or first, I'm less inclined to do that. But often do it anyway!

 

[Human]

Welcome to AFF @Markff !

I was a little surprised by your post because while I have definitely experienced stand-offish or lazy cabin crew (most recently, on the last flight I flew), it is not my general experience. It’s hard to be definitive but I have some random thoughts, though this is absolutely not to say that my experience is more “valid” or “normal” than yours:

• I’m surprised that your experience has been the same with Asian and Australian airlines. Most Asian airlines (especially airlines from East Asia or South-East Asia) have a reputation for having consistently the best customer service in the world and this has generally been my experience.
• I’m wondering how often you are using the Call button? My practice is to only use the Call button in Economy class if something is genuinely wrong (eg. a dirty tray table or seat, a hot beverage being delivered cold); I would generally not use it to simply request food or drink, for example. In Business or First class, though, this is totally different and I would not be impressed by a flight attendant appearing to be unhappy to help after I pressed the Call button.
• I’m not for a second implying that you’re being rude or in any way trying to “gaslight” you, but kindness and politeness towards flight attendants goes a long, long way. Generous use of “please”, “thank you” and smiles — not to mention removing headphones while interacting with FAs — make a huge difference. If this is you, and the FAs still seem disinclined to help you, I would most definitely share your disappointment.
• I mostly fly on non low-cost airlines which generally (not always!) have a higher level of customer service. Low-cost airlines generally have fewer cabin crew which makes them less inclined/able to accommodate individual passenger requests. Having said that I can think of one or two examples of truly excellent customer service on low-cost airlines.

 

[straitman]

Not sure I understand but this would seem to imply you think I am being rude or asking excessively myself? In most of the occasions I am mentioning, I have politely asked for a single drink during a flight (and not during any specific time they would be otherwise engaged / or when they appeared actually busy).

So doesn’t really feel right to me unless you mean people in general have gotten needy and rude and they have had enough and are giving up?

My question is more to the effect - am I being perceived as rude just by asking for anything beyond when they specifically engage you? Is that not expected anymore? Feels like a big change in the last 20 years or so.

I am not suggesting that you are 'being rude or asking excessively myself'

Just that the FA's are normally busy and that like most people they respond to what they perceive from the other party. I always great them happily and have a joke and find they respond accordingly.

 

[Austman]

In economy class, I usually go to the galley to ask for more drinks or snacks

I should add that on some LCCs, it can be different again.

I've been, politely, told off on a couple of LCCs for directly going to the galley. It just fits better with their service model if you use the call button. These are the LCCs that you'll have to pay for everything. The call button is not extensively used...

 

[Markff]

Welcome to AFF @Markff !

I was a little surprised by your post because while I have definitely experienced stand-offish or lazy cabin crew (most recently, on the last flight I flew), it is not my general experience. It’s hard to be definitive but I have some random thoughts, though this is absolutely not to say that my experience is more “valid” or “normal” than yours:

• I’m surprised that your experience has been the same with Asian and Australian airlines. Most Asian airlines (especially airlines from East Asia or South-East Asia) have a reputation for having consistently the best customer service in the world and this has generally been my experience.
• I’m wondering how often you are using the Call button? My practice is to only use the Call button in Economy class if something is genuinely wrong (eg. a dirty tray table or seat, a hot beverage being delivered cold); I would generally not use it to simply request food or drink, for example. In Business or First class, though, this is totally different and I would not be impressed by a flight attendant appearing to be unhappy to help after I pressed the Call button.
• I’m not for a second implying that you’re being rude or in any way trying to “gaslight” you, but kindness and politeness towards flight attendants goes a long, long way. Generous use of “please”, “thank you” and smiles — not to mention removing headphones while interacting with FAs — make a huge difference. If this is you, and the FAs still seem unimpressed to help you, I would most definitely share your disappointment.
• I mostly fly on non low-cost airlines which generally (not always!) have a higher level of customer service. Low-cost airlines generally have fewer cabin crew which makes them less inclined/able to accommodate individual passenger requests. Having said that I can think of one or two examples of truly excellent customer service on low-cost airlines.

In economy I have used the call button from Singapore to Sydney because I had a sick wife sleeping on me and I couldn’t move and I was trying to repress a cough which would have been obvious to pretty much the entire plane who were trying to sleep.

In business, they have been ‘polite’, but my gut feeling is that either higher tier travellers were way more important and/or flight crew apparently have non stop work to do over 8-10 hour flights and trying to fit a single request in from me in that time was tough?

I always say excuse, please, thankyou, smile etc. I came from working in front line roles in my younger life and always treat people how I would have liked to be treated.

But I am somewhat happy that it seems like my experiences might not be the norm and maybe I have just had bad luck.

 

[RooFlyer]

@Markff , similarly, welcome. I don't think your experiences, or feelings about same are out of the ordinary, but like @Human , I am surprised that you've felt it on the likes of Singapore Airlines. Australian airlines, especially international, I can totally relate to but you may have your calibration off a bit. and/or as you suggest, your timing may be bad. I'd never use the call button during the early stages of a flight as that's meal prep time, nor during the meal service (remembering that the crew may be involved in both ends of the aircraft) or getting-ready-to-land phase. On short haul this might be the majority of the flight!!

During cruise on the other hand, on long haul, your calls should be answered without any drama. Some crew will be on rest but there are others 'on duty' and the cabin is usually quiet and likely darkened. If they can't function politely and attentively during those times, the problem is with them, not you.

 

[MEL_Traveller]

In economy I have used the call button from Singapore to Sydney because I had a sick wife sleeping on me and I couldn’t move and I was trying to repress a cough which would have been obvious to pretty much the entire plane who were trying to sleep.

In business, they have been ‘polite’, but my gut feeling is that either higher tier travellers were way more important and/or flight crew apparently have non stop work to do over 8-10 hour flights and trying to fit a single request in from me in that time was tough?

I always say excuse, please, thankyou, smile etc. I came from working in front line roles in my younger life and always treat people how I would have liked to be treated.

But I am somewhat happy that it seems like my experiences might not be the norm and maybe I have just had bad luck.

Crew are actually reasonably busy. On short haul they have a large number of passengers to serve a meal and drinks. On long haul they have elaborate meal services. Then they have rest breaks during the flight.

So at meals times everyone is busy, then you’re down to half crew in between while they take turns resting. The ones that aren’t resting are prepping the galleys for the next service, doing regular water and snack runs, and preparing ad hoc requests for other drinks. Plus assistance to passengers that need it, or any medical issues.

Absolutely nothing wrong with using the call button for any service you require.

I don’t think crews are unhappy to help or respond to requests. It just a function these days of either short and busy flights, or long flights where there may have more passengers, but the same number of crew. For example 777s used to be 9 abreast, now they’re 10 across. That’s an extra 30 passengers but same number of crew!

People say Simgapore airlines’ service isn’t what it used to be… but that’s a result of covid where many of the experienced crew left. New crews aren’t as experienced, and it probably shows, Most airlines have the same challenges.

edited to add i see Rooflyer has covered many of my points in their post!

 

[Markff]

@Markff , similarly, welcome. I don't think your experiences, or feelings about same are out of the ordinary, but like @Human , I am surprised that you've felt it on the likes of Singapore Airlines. Australian airlines, especially international, I can totally relate to but you may have your calibration off a bit. and/or as you suggest, your timing may be bad. I'd never use the call button during the early stages of a flight as that's meal prep time, nor during the meal service (remembering that the crew may be involved in both ends of the aircraft) or getting-ready-to-land phase. On short haul this might be the majority of the flight!!

During cruise on the other hand, on long haul, your calls should be answered without any drama. Some crew will be on rest but there are others 'on duty' and the cabin is usually quiet and likely darkened. If they can't function politely and attentively during those times, the problem is with them, not you.

Thanks, this is sort of what I was looking for. And yes, I would never use it during the times you mentioned. And again it’s not that they are specifically rude to me, but perhaps I just expect better.

Could even just be I am just more wary of the micro expressions than some of you may be. a lot of guys like to think they are charming and funny whilst many front line employees are dying a slow death inside (but I’m sure no one here would fit into that bucket).

 

[Markff]

Thankyou for the replies and conversations all.

My takeaway is the immediate (incorrect) assumption is that is must be me asking excessively, at the wrong time, in the wrong way. The fact that is where everyone’s minds went means that the general consensus is that staff should generally be pretty decent to deal with. Asking for things politely outside of busy times should be handled reasonably and with a reasonable level of friendly customer service.

Happy for any other experiences to be shared, but content with the answers that have been provided. I actually now have a good feeling of what is likely leading to my experiences which I won’t voice in a public forum but might test in the future. Thanks!

 

[Bjet]

Please don’t feel bad. I read an interesting story from ex Singapore airlines crew blog. She said that she was surprised that it was so quiet after take off because no one pressed call button when she was a pax in British airways aircraft. But in Singapore airlines, lots of pax always pressed call button after take off.

 

[ANstar]

I think alot of them think you get service during the service and in between you shouldnt be bothering them.

 

[drron]

I rarely have problems with the crew but that is me. In my profession I had great mentors and learnt that you found out much more about people if you established a rapport with them and talked to them in a way that they understood and appreciated. When I was in Maitland, NSW I knew every homeless person in the city. I would always stop and talk to them if I saw them.
So getting on the right side of most airline crew is not hard for both Mrsdrron and I. We both remember the time on AA when we told by the crew that the female purser was a dragon. By the end of the flight she had had a long conversation with me and Mrsdrron had taught her to knit. The crew couldn’t believe how well she behaved.

But you can never get on with everyone. One senior FA on IB took an immediate dislike to me. So very soon I was reduced to saying I no speaks the Spanish to her every time she said something to me. Actually in the 2 flights we had with IB I have never had a positive experience with one of the crew.
The only other really nasty experience was on QF. She probably had had a bad day.

So don’t take it personally. You are probably due to have some great crew experiences. And remember none of us will get along with everyone.

 

[DC3]

Good evening,

And welcome to AFF

 

[MARTINE]

Welcome @Markff and this is an interesting thread with lots of perspectives.

I have had a wide range of experiences from unhelpful/brusque cabin crew to (overwhelming majority) helpful and polite. The latter have usually been SQ - who I fly predominantly in J but most other airlines too.

Even in the rarified air of J and F - crew are just a microcosm of society and in the service industry (to a lesser extent given the job-person fit selection) represent the good/the bad and the ugly.
I do believe Covid has had an impact ….in so much as (my opinion) more travelling pax feel anxious (agrieved) and entitled. This impacts the crew and the transference can have subtle and not so subtle behavioral impacts.
Some customers are downright rude but even the polite can feel the negativity — just my theory.
I don't know which is worse - rude staff or absent staff. Did a 3 hour intra Europe flight at midnight and crew disappeared after drink/snacks chatting/laughing until getting ready for landing.
So… what you feel is your experience - not right or wrong or a reflection of you.
Like most of us here you treat people with the respect and expect it in return.
The realities of flying is that it is more stressful and less streamlined than it once was .. I have shifted my expectations accordingly.

 

[offshore171]

. But in Singapore airlines, lots of pax always pressed call button after take off.

Might be worth a bit of a straw poll from the forum:

How often do you use the call button?

In my case I have made around 200 international flights and can only recall using it once. So 1 out of 200 flights.

That was for a broken seat in J on Finnair which would not return to upright.