Tag Archives: crewlife

Coldplay and Song Airlines?

When Coldplay was announced as the halftime act at Super Bowl 50 I was excited to see the show, hear the songs they’d play. As it turned out they were headliners and joined (some would say eclipsed) on stage by Beyonce and Bruno Mars. There was even the popular actress who mistook them for Maroon 5 and sent out a tweet about it. Oops. From the first time I heard Coldplay, I’ve always been a fan.

Many years ago I interviewed for a startup airline within-an-airline. Eventually that airline became known as Song. At the time of the interview it didn’t have a name (code named FreshAir). We were brought in and told to be ourselves; that this new venture was all about self expression.

It was during our initial training that we were shown the video below. It featured an amazing voiceover and a very cool song I had never heard before. I was totally drawn in. The song was Clocks by Coldplay. Ever since then whenever I hear this song I’m reminded of Song. During my years as a Star (that’s what we were known as; we were also referred to as Talent) I learned so much about myself, so much about customer service, so much about what it means to work in an environment that was inclusive, supportive. For 3 years I lived what going to work should be like. Song gave us all the opportunity to shine, to blossom.

Enjoy the video!

#TBT Memory – Song Airlines

Many airlines have in place a system in place whereby crew members can be rewarded or recognized for providing exceptional customer service. But did you know my former airline, Song Airlines, had a system in place whereby crew members could reward passengers?

One such innovation was rewarding passengers for good behavior or good deeds with round trip tickets. That’s right. During this particular campaign each FA (we were called Talent) were given 4 roundtrip tickets to travel anywhere on the Song route map. At the time we flew from the Northeast (NY, Boston) to Florida (FLL, PBI, MCO, TPA), from the Northeast to the West Coast (LAX, SFO, SEA, LAS), and from Florida to the West Coast. Not sure if any other airlines did or do this. It was truly unique. Due to our size (approximately 1100 crew members and dedicated ground staff) and culture we were able to implement, test and try many things. Will share more things in future posts.

Here’s how the campaign worked: If you as a crew member observed a passenger doing a good deed: helping fellow passengers, assisting you or other crew members, or just plain being a thoughtful, caring human being, you as the crew member could reward the passenger with a roundtrip ticket. There were no stipulations placed on the deed being done by the passenger. Each crew member had free reign to do what they wished with their 4 tickets. Once you gave out your tickets that was it. I can tell you passengers were really nice to the crews because they knew we had tickets!

Good times. Good times indeed.

Sylvester

We were there!

Yesterday was April 15. Waxing poetic about Tax Day is not what this post is about. April 15, 2003 was the day Song Airlines took to the skies. Each April 15 it’s nice to remember the good ole days. Song was around for 3 years and had a huge impact on who we are today. Ahhhh…memories.

 

 

Marry me, fly for free – Is this still a thing?

Saw a t-shirt recently that read: “Marry me, fly for free!” Made me wonder, is this still a thing?!

There was a time in the not-so-distant past that free travel may have been a draw to marry someone in the airline business. The benefit of travel is a wonderful thing. To the non-airline person, thoughts of day trips to NYC for shopping and weekends in Paris is alluring. Before companies began offering benefits to same-sex couples, I was approached by someone that wanted to marry me so she could fly for free. Her partner worked for an airline, and at that time her partner’s airline didn’t extend same-sex couple travel benefits.  Imagine that! Someone was willing to marry me, not because I can offer a lifetime of love and great memories, but because they could fly for free. True story.

After many takeoffs and landings later, let me say the benefit of travel is still a wonderful thing. Looking back on all the places I’ve been is simply amazing. And there are plenty more places to visit. As we know, the world of aviation has changed in so many ways. It’s a very cyclical industry. Years of flying high and record profits can change overnight.

Ok, back to “Marry me, fly for free” being a thing. With high load factors (81% in 2014. A recent LA Times article reported a record number of people traveled by air in 2014. According to the DOT, 848.1M traveled by air in the US), weight and balance issues, payload optimized flights, competition to get a seat from commuters, active employees, retires, and buddy pass riders; it’s a wonder anyone looks to marry an airline employee for the benefit of free flights. Once you factor in not getting a seat for several flights, paying to eat at the airport, sleeping in an airport or paying for a hotel room, and missing days from getting to your destination; airline employee travel is hardly “free”. Some airlines subtly discourage relying solely on travel privileges; if you want to get there buy a ticket.

I’ll say it again, the benefit of travel is a beautiful thing. Wouldn’t change it for the world. As for marrying an airline employee for free flights, marry them because you love them. And according to my mom love ain’t enough. Before marrying someone you should know you like them. And what’s not to like about airline folk? Airline people are some of the quirkiest, funniest, thoughtful, helpful, compassionate people that I know. And THAT should be reason enough to marry one.

Sylvester

airlineguys™ Community builders. Aviation enthusiasts. Experience in airline operation/leadership/PR/. Former cabin crew. Discerners of excellent customer service.

I saw myself…

Even though I gave up flying 7 years ago, I thought I saw myself working the flight the other night. No, I wasn’t hallucinating. However, the young male flight attendant working the cabin reminded me so much of myself that I had to do a double take. It was like being in a parallel universe.

As I boarded and got settled in my seat, he breezed by and said “Hi Sly!” For a moment I thought “How does he know me?” He looked slightly familiar yet I couldn’t recall his name or how we had met. As boarding progressed I noticed that he was engaging, smiling, and proactively assisting customers with their carry-on bags as they settled in. He seemed to really enjoy himself. Even during the live safety demo he was having fun. During the beverage service he made chit-chat with customers he interacted with. When he was within earshot I heard him say to the passengers he served, “my pleasure.” It was pure, genuine, and heartfelt. When he got to me I received the same level of customer service delivered to those before me.

Upon arrival, I made it a point to wait until all passengers had deplaned to speak with the flight attendant who had truly caused me to take notice of his customer service skills. As I approached he said “Hey Sly! You taught my Service From the Heart class.” That was the missing clue I was looking for. I went on to tell him that I enjoyed the flight and that I had noticed his ability to deliver great customer service. I gave him specifics: his smile, approachability, eye contact, his genuine use of the phrase, “my pleasure.” He thanked me and said, “this means a lot coming from you”. He told me that he had never considered being a flight attendant until I spoke of my time as a flight attendant during a class I was facilitating and he was attending. He said he was happy he became a flight attendant and enjoys his job. I was moved, flattered, and felt grateful to have been on this flight. I was also moved in that I had touched someone’s life in such a positive way.

I hope his career as a flight attendant shapes up to be everything he wants it to be. May his level of professionalism and passion for the job inspire someone else to raise the bar on delivering excellent customer service.

5 Reasons You Should Book The “Pan Am Experience” Today

Stepping onto the Pan Am 747 named Juan T. Trippe was amazing. Every detail, from the stewardess uniforms right down to the galleys, was just perfect. No, we weren’t dreaming, we were getting ready to embark on the “Pan Am Experience”. There has been much written about Anthony Toth, his love of all things Pan Am, and how he partnered up with Air Hollywood to recreate the passenger experience on board a Pan Am 747. Here are the Top 5 reasons you should book a flight on the “Pan Am Experience” today:

5.  If you love all things Pan Am – Pan Am was truly a pioneer. If you’re into waxing nostalgic about the “good old days” of Pan Am, you’ve come to the right place. Be prepared to walk down memory lane and be transported back to a time when flying was considered glamourous.

4. If you like to time travel – Being on board for Pan Am Experience was truly like stepping back in time. Every detail was meticulously recreated to give you the sense of what it was like to fly on a 747 back in the 70s. The seats, the galleys, even the clipper appliqué on the wall.

3.  If you’d like to meet a real Pan Am stewardess – On our flight was Barbara. She flew with Pan Am during the heydays. She was there to provide background and answer questions from the passengers about Pan Am. She was lovely and shared stories from a wonderful time in aviation history. We even played a game of “do you know…” And she knows someone that we know, who is a former Pan Am stewardess. The world is truly a small place. The “stewardesses” who served us were models, actresses, and dancers. In other words, they have day jobs. They were a fun bunch and brought lots of good energy to the experience. This is something that they do because it’s cool and allows them to experience something different. This era of flying was at least 25 years before they were even born.

2. If you’d like to meet someone who has taken “avgeek” to another level – Anthony Toth served as the “Captain” of our flight. This captain worked behind the scenes assisting the stewardesses in providing a seamless experience. Not only was he in the galley preparing meals, he answered questions after the flight. Anthony has over the years put together a huge archive of Pan Am memorabilia. He informed us that his collection now has upwards of 50,000 Pan Am items. A good selection of the collection was on display in the lobby of the “terminal”. The majority of the collection is kept behind the scenes and is used during the flight.

1. Because it’s “AirlineGuys-approved” – The reason you should book today? As the AirlineGuys, we approve of this message. And we’d never steer you wrong when it comes to aviation 😉

Barbara, Darin, Sylvester, Rachel

Barbara, Darin, Sylvester, Rachel

Sylvester & Darin

To see more pictures from our flight, click here.

 

Once a Virgin always a Virgin

While standing out on the south parking decks at ATL yesterday, I realized it was one of “those” moments. We were awaiting the arrival of the first Virgin Atlantic Airways jet to arrive at ATL. Not only was this the first Virgin aircraft to arrive at ATL, it was a Boeing 787-9! As reported from the official site for this special flight this will be the “first ever gig streamed mid-air from Virgin Atlantic’s new connected 787.” The flight featured performances by 2 of the UK’s hottest acts: Gorgon City and Rudimental. We have to say the SoundCloud performances (the London Mix was phenomenal) had us dancing, albeit from home. We weren’t lucky enough to be one of the lucky passengers on board. From the sound of things fun was had during the excursion from London to Atlanta!

The Virgin brand has always been about what’s “in”, fun, hip, cool, chic, even edgy. Whether it’s marketing, advertisements, activations, the on board experience, or uniforms, they pay attention to every detail. Throughout the travel ribbon you know you’re traveling on Virgin. There’s a sense of excitement, journey, and adventure. Sir Richard Branson is the brand. He is all of the above and has done a bang up job making sure the brand remains intact. As Delta now owns 49% of Virgin Atlantic, it is our hope that the little airline that has stood up to the likes of British Airways and has carved out a niche, is able to retain its brand and not succumb to any pressures to be more mainstream.

Pic courtesy of Virgin Atlantic

Pic courtesy of Virgin Atlantic

This is not the first time Delta has canoodled with a Virgin. Back in the mid-90s Delta and Virgin Atlantic placed their airline codes on certain flights between London (both LGW and LHR) and several US cities (LAX, SFO, JFK, EWR, BOS, MCO). Back then Delta took the code-share arrangement one step further than placing their code on Virgin Atlantic flights: Delta actually had its flight attendants on board these code-share flights. I was lucky enough to have this experience and spent 2 weeks in Crawley, just outside of London, at the Virgin training facility. We spent a good bit of the time learning the emergency procedures required as a Virgin flight attendant. I even learned what a “torch” and a “loud hailer” were. Training was intense. We had to learn all about the different types of 747s. The 747-400’s were easier as they were standard. The “Classics”, the 747-200’s complete with spiral staircases, were all slightly different. One, G-VMIA (India Alpha), had 2 lower galleys. Highlights of the training included learning how to deliver Virgin-style service on board. They were meticulous in how to serve Virgin customers. I can clearly remember the instructor saying: “When delivering a beverage to a customer, place the drip mat (napkin) down logo facing up, facing the customer. Richard (Branson) doesn’t print these for the customer not to see the Virgin logo.” Wow! Simple concept. It’s all about the details.

My friend CLiff and me at the Virgin training facility in Crawley.

My friend CLiff and me at the Virgin training facility in Crawley.

I even had the opportunity to meet Richard at his home in Oxford during one of the summer parties given for employees of the Virgin brand empire. We were standing near the front door of his home when he just popped out! I was taken with his unassuming and down-to-earth nature. We spoke with him for a few minutes letting him know we were Delta FAs flying the code-share flights. He thanked us for our work and then went into the crowd of hundreds who were in attendance. It was very surreal. It was one of “those” moments.

Seeing the Virgin 787 land at ATL brought back many memories of my Virgin experiences. Many companies could learn a lot from Virgin on how to deliver a better experience for its customers. Looking forward to seeing their aircraft regularly grace the skies of Atlanta soon. Thanks for the memories Virgin!

#flightdecks pic courtesy of Virgin Atlantic

#flightdecks pic courtesy of Virgin Atlantic

Sylvester