Tag Archives: customer service

Deltalina: down-to-earth girl or superstar? The chat w/ the airlineguys continues (Part 2)

Posted on June 26, 2012 | 3 comments

Here’s Part 2 of our chat with Katherine…

Down-to-earth girl

Superstar

AG: Here’s a big question for you. (long pause) Do you like being a superstar?

KL: I am not a superstar. I’m just in my own mind, and that’s where it’s important. (laughter)

AG: Speaking of being a superstar, where did the “Deltalina” moniker come from?

KL: There was a super sweet woman on FlyerTalk that started it and said that I resembled a little bit of Angelina Jolie, and she mixed that with Delta. So, Deltalina. I’ll be compared to Angelina Jolie any day!

AG: We find you more beautiful than her!

KL: Stop it!…I’ll pay you later! (laughter) I love it! I love it! So, yeah that started, oh my gosh, 3 and a half years ago and it just stuck. So, it’s amazing that more people go, ‘Oh my gosh, it’s Deltalina!’ There are quite a few that don’t know my name. So, it’s really cute.

AG: So, do you prefer to go by Deltalina or Katherine Lee?

KL: Deltalina’s cute. It works. I like it.

AG: So, what’s next for Deltalina? You have any plans for her?

KL: You know what? I’m just enjoying my time at Delta.

AG: Let’s talk about the Delta video. The Delta safety video. We would have to say it’s probably the most watched safety video of all time. We checked this morning and there were over 2.6M views on YouTube. And that’s just YouTube. Think of all the people who’ve seen the video on the airplanes.

KL: That’s crazy!

AG: When you think back to this whole phenomena of Deltalina and the finger wag, is this what you expected when you did the video?

KL: Oh, heaven’s no! I don’t think anybody expected it to be this big. I mean, not even Delta. No. Absolutely not. And all the opportunities it has offered me have been amazing. The people that I’ve met. But never in a million years would I think that I’d be at the Munich Airport and someone would recognize me going, ‘Oh my gosh! That’s the girl from the video!’ I mean, I’m recognized all over the world and to me that’s bizarre, but great! It’s bizarre that people actually watch that video the way they do.

AG: Does that make you uncomfortable in a way when people know who you are? Just walking with you on our way to interview you, we could see people looking at you with a sense of recognition. Has that ever made you feel uncomfortable or awkward?

KL: Only when I have a really bad hair day or I have really bad skin going on or I leave my zipper open by accident. That’s the only time it’s embarrassing! (laughter). “Deltalina just walked by me and her zipper was open!” (laughter) That’s the stuff that I always worry about! Like oh my gosh, what if they catch me picking my nose? That’s the kind of stuff that makes me hyper-aware, the way that I look when I’m walking around. Like always having a smile on my face. Yeah, there’s just not a bad day for me here.

AG: It’s hard to walk in slow motion and have your hair blowing all the time too!

KL: Exactly! Because that fan gets really heavy! (lots of laughter)

AG: How has your life changed since this video went viral and took off and Deltalina became who she is?

KL: I have been able to do so many marketing events representing Delta, which has been incredibly fun. You know variety is the spice of life. Not only am I an instructor, I fly and I also do marketing. And that’s has been really, really a lot of fun representing Delta in that capacity. It’s been wonderful. Meeting new people. It’s been good. It’s offered me more variety than what I do in my work life which has been incredibly fun.

AG: I’m not sure if you remember, but I remember having a conversation with you during our time at Song, and you mentioned that you had always wanted to be in a safety video. You said it had always been a dream of yours. You were like, ‘I don’t even need a speaking role just a part in it.’

KL: Yes, I remember.

AG: Now that this has come to past, what are your thoughts about pursuing what you want and pursuing your dreams and making your dreams come true?

KL: Oh, that’s good!

AG: What advice would you give someone who’s looking to do something they’ve always wanted to do?

KL: Don’t give up! Keep on trying. I think it’s one of the great things about the company that I work for, Delta. They’ve always been inclusive of everybody. It was an open casting call for all the FAs. And then everybody auditioned and the list was whittled down. And then we were videotaped. So, everybody was given a chance to try out and then it was determined by how well you were in front of the camera. It was truly by talent, you can say. But don’t give up! I remember vividly, when I first started flying how I wanted to be in the video. I said to myself if I get in the video I will make sure I represent well, all the time. For the 4 years it’s been on, I have never dismissed anybody that has come to me and said, ‘oh you’re in the video.’ I’ve always taken a picture with them, or talked about it, or signed an autograph. And I always approach it like it’s the first time I’ve been asked about the finger wag or somebody says ‘Oh my gosh, you’re the girl!’ So, keep on trying! Absolutely!

AG: So, you’ve always wanted to be in the video. Now that you have been in the video, what advice would you give the next person(s) who stars in the video? And we’re not sure how much detail you can share with us on any plans to replace the current safety video.

KL: I actually don’t have any details regarding a replacement safety video. What I wish somebody would have to told me is that you have to have a thick skin. Because you have people that’ll always be envious. And will always be…I don’t want to say hateful because hate is such a strong word. But hurtful. And the things that they say and write. Our video was the first one that was put out on the internet before it was even put on the aircraft to kind of see how social media would take over, and word-of-mouth, and see what would happen on YouTube. And you have the kind of response on YouTube, and some things were just so nasty and people didn’t know me. I don’t think that I had that thick skin that I needed to initially kind of be confronted with all that. So, my advice is it doesn’t matter how nice you are, and how awesome you are, people will always be envious of what you have. And with people watching that video, you’re going to get that. That’s how people are. It’s unfortunate but that’s how they are. I’d tell them don’t listen to any of that hateful, mean-spirited stuff. That’s how I would set them up for success. Don’t read the stuff that’s on YouTube. It’s amazing to this day that when I fly with people they say ‘Oh my gosh, you’re so nice.’ I’m like, ‘Why would you think I wasn’t nice?’ And they say, ‘well, you know, the video.’ What about the video? People judging a book by its cover.

AG: What misconceptions do people have about you?

KL: That I have this incredible ego. That it’s all about me. That I’m stuck on myself. That I’m a complete (whispers) bitch. And I’m not. Those are the biggest things. Oh gosh! I heard a great rumor yesterday.

AG: What was it?!

KL: That apparently I had just married this movie executive out in LA and I was going to leave Delta.

AG: Wow! Any specific names?

KL: No. Unfortunately. Which is interesting because the entire crew thought that was the truth. Yeah.

AG: We heard the exact same thing a couple of days ago!

KL: Wow!

AG: We know you’ve been asked about the finger wag before. For the record how’d it come about?

KL: The director suggested I do a little finger wag. I think there were like 7 different takes. Left hand. Right hand. Kind of above where my mouth is. Below. And we kind of just tweaked it. He was just like, ‘add some personality, like add a little sass to it.’ It was a culmination of the both of us coming together. It was not my idea. It was truly his. I just put my own little twist on it.

AG: A little wag? (laughter)

KL: My little wag. A little waggy wag. (laughter)

AG: A little swagger. (laughter)

KL: A little swagger in my wagger! (laughter)

AG: Kat, we’d like to say thank you! What we set out to accomplish interviewing you was to get to the root of who Katherine Lee is, away from the personality of “Deltalina”. Who is this person who is so well recognized and has become the face of Delta. We were the face of Delta at one point! But you have become the face! That’s all capital letters, THE face of Delta Air Lines! (laughter)

KL: It’s crazy! It’s crazy! It’s crazy good! You know what? I’m just so blessed. I think back on all the years that I waited and waited and it finally happened. So, never give up!

———

After taking a few pictures with Kat, some hugs, and kisses on the cheeks, we said our goodbyes. We walked away from each other whereby she blended into the crowd of international passengers rushing to catch their flights. Unbeknownst to these customers, they’ll be seeing hearing her voice and seeing her wag her finger at them very soon.

airlineguys Darin and Sylvester with Deltalina (Katherine)

———

airlineguys™ are Sylvester Pittman and Darin Topham. Aviation enthusiasts. 30+ (and counting) combined years of airline operation/leadership/PR experience. Former cabin crew. Discerners of great customer service.

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“I’m just a down-to-earth girl” – Deltalina chats w/ the airlineguys

Posted on June 24, 2012 | 4 comments

We’ve seen her over 2.6M times. Sassy. Confident. She grabs your attention. Once you start watching it’s difficult to look away. The voice. Clear. Each word, articulated well. Was that an accent of some sort? Not sure. The eyes. A cool blue. Piercing. The skin. Fair. Smooth. Then it comes. The moment you’ve been waiting for. Even if you haven’t been paying attention up to now, you stop what you’re doing and you look directly into her eyes and she says it. “Smoking is not allowed.” All the while she’s giving you the finger. The infamous finger wag.

 We’ve just described a moment that has taken place over 2.6M times on YouTube and countless times on Delta aircraft all around the world. What could be considered the most watched, most discussed, most debated safety video of all time features Katherine Lee as the lead flight attendant (FA). While there are many interesting and creative safety videos that have come and gone, none have captured our hearts like this one.

We recently tracked down Katherine at Atlanta’s Hartsfield-Jackson International Airport.  Trust us, she’s a busy woman, who happens to fly out of the world’s busiest airport. We had requested an interview some time ago and we were finally able to arrange a sit down chat.

When we met her on the busy E Concourse, gone was the blue dress. She was casually dressed in dark-colored khakis, a white shirt, and blue zip up fleece vest. Gone was the swept-back “up-do”. Her hair was down and voluminous. Still present was her warm genuine smile, friendly blue eyes, the fair skin. Even when not dressed as the part of a FA, people recognized her. There were stares and nods of recognition as we made our way to a quieter area on E Concourse.

(A bit of background: We’ve known Katherine since 2003, the year Song Airlines, Delta’s low-fare service was launched. Since that time we’ve gotten to know her and consider her a good friend. While at Song we served as Peer Coaches together, represented Song at numerous marketing and PR events, and even flew our very last Song flight together (along with our other good friend Jo). Once we returned to Delta we again worked closely together, including facilitating customer service classes and representing the brand of Delta at various social, civil, and marketing functions. We were even in a Delta commercial together. Good times. Good times indeed!)

Jo, Darin, Sylvester, Kat – Our last Song flight together

Representing at the Today Show

After exchanging hellos and hugs we grabbed a quick bite to eat and got right into it.

AG: We’re here today speaking with Katherine Lee.

KL: Hello!

AG: Thanks for joining us. What have you been up to today?

KL: I’ve been helping FAs with their continuing training; helping them maintain their qualifications, and with safety related issues on the aircraft. Safety always comes first. And we want to make sure everybody is up to par, up to speed with what needs to be done if there were any type of emergency.

AG: So, we understand safety is the number one priority of being a FA. In addition, service is also a major part of being a FA. How important is providing service to your customers?

KL: Well, I think it’s very important. I think that’s the difference. It’s what sets us apart from other airlines. Airlines strive to be safe, and that’s the number one priority. But when it comes to customer service, that’s where you have the customers come back. That “legendary service” I like to say.

AG: How would you define customer service from your point of view? In other words, What is good customer service in your opinion?

KL: Well, I want to leave my mark on everybody. So, when they get off the plane they think “gosh, that was good flight!” and it was really, really fun because I got to fly with that crazy redhead that was in the video and she was a bundle of fun!

AG: So, it’s not like you want to leave a mark from a Sharpie, right?

KL: No, sometimes they ask for that, but I’m trying to get away from that because that can be a little bit odd. Bizarre when I have to sign in certain places. (laughter) We have an opportunity when each passenger comes on board to really make a difference and bring them back. And I know we need to work on that. And that’s what I try to do. It’s like, How do you want to be remembered when they get off the plane? It could be that they’re flying once a year and I want them to be left with a memorable experience with Delta. And remember me giving great service!

AG: So, who is Katherine Lee?

KL: I’m just a down-to-earth girl who loves my job as a FA; who loves working with people. Yeah, that’s it. That’s a harder question than I thought! Nobody ever asks me about me! (laughs)

AG: And that’s why we’re doing this interview! So, you say you’re a down-to-earth kinda girl and that you enjoy your job. You love your job as a FA. Was being a FA a life-long dream for you?

KL: You know what’s funny? My father was in the military, so growing up my first flight was when I was 11 months old my mom says. So, I’ve always been flying. I remember as a kid on the MAC (Military Airlift Command) flights, I would pick trash up and help out. My mom would ask, ‘what are you doing?’ I would say I’m just helping. I’ve always been a helper. I’m a typical Cancer, I like to take care of others. I’m just a giver. So, I think I started doing that as a child. I didn’t initially set out to be a FA. I wanted to be a vet, then a nurse, and a journalist. I thought, let me try this for a year and see what happens. And that was 15, almost 16 years ago.

AG: Wow! That’s pretty amazing. So, time is flying! Literally!

KL: Literally! (laughs) It feels like I started yesterday. It’s so crazy! This job is so amazing. It’s always a good time.

AG: What is it about being a FA that you like the most?

KL: Gosh! That’s so hard because there are so many great things! Obviously the traveling. All kinds of crazy places. I just recently did Tulsa and I had never laid over in Tulsa in all my years of flying.

AG: What?!

KL: I know! Isn’t that crazy? 31 hours! It was fun!

AG: I was in Tulsa all the time when I was flying!

KL: Really?

AG: You didn’t because you’re a speaker.

KL: I was usually flying International…Latin America. It was such a great time in the little town of Tulsa. We found some great places to eat and hang out. I think exploring new places is always at the top of the list. And meeting extraordinary people, I think, rounds out the top 2. Both of those are great.

AG: What would you say to be the most challenging part of being a FA?

KL: Dealing with carry-on baggage.

AG: Carry-on baggage?! (laughs)

KL: I’d rather eat a bug than have to deal with that baggage. (laughter) I will say this, Delta has been very proactive with checking bags at the gate. They’re being proactive to help us (the FAs) out. But it is amazing to me that people will still come on and travel with their bricks and then expect me to lift the whole thing by myself. I’m all about helping, but it’s sometimes the passengers that are the most frail who come on with the heaviest bags. And that’s just unsafe.  And number 2, the passengers who don’t want to turn off their portable electronic devices. I have an iPhone and it’s amazing how they think they turn those things off. I’m like, ‘I don’t know if you have the iPhone 10, but I turn my off where you have to swipe (gestures swiping motion), not the click.’ It’s pretty funny (laughs). Then they turn them off. So that’s #1 and #2: bags and electronic devices.

AG: So, you said you’d rather eat a bug. Is that a chocolate covered bug?

KL: Absolutely! Dark chocolate! Because it has antioxidants. Remember this, not milk or white chocolate, only dark. (laughter)

AG: That’s crazy talk! We can see that you look very healthy. Is health important to you?

KL: Absolutely! That’s why I eat a lot of Pei Wei (Asian Diner). (laughter). Brown rice. Lots of roasted veggies. Located on F Concourse. Pei Wei if you’d like for me to represent you or mention you in a tweet…(laughs)

AG: All this time we thought it was pronounced “Pee Wee”! (laughter)

KL: And his little circus, located on F Concourse! (laughter)

AG: You mentioned your father was in the military. Would you consider yourself a military brat?

KL: I am. I’m an Army brat. For sure!

AG: So, you lived in many different places?

KL: I did. All over the world. The traveling is in my blood from when I was a child. So, I adapt well to that.

AG: The airlineguys know you speak Spanish. For those who don’t know, how did a fair-skinned, light-color eyed, redhead woman come to speak Spanish so fluently?

KL: Well, my father is wondering the same thing! (laughter) And my dad thinks it was the milkman. My mother says no. You know, it’s funny. My father is from Puerto Rico. My mother is German, she still has a very thick accent. Some people thinks she’s actually speaking German when indeed she’s speaking English because her accent is so thick (laughter). But of course I don’t hear it. A lot of people say my dad sounds like Benicio del Toro. It’s odd because you don’t hear it in your own parents. But anyway, so yeah he’s from Puerto Rico so he spoke Spanish to me as a child. We also lived in Panama and Mexico growing up so I speak with more of a Mexican accent. But I haven’t been using it lately so I’m a little rusty.

AG: Well, I’m taking Rosetta Stone so we should start speaking in Spanish.

KL: Well, fantastic! Then we can watch a tele-novella together. It’s the best way to learn. (laughter)

AG: Can you say a little something in Spanish the way they would on a tele-novella?

KL: (In heavy Latin accent) Oh Sylvester! Por favor! Besame mucho! …. (tons of laughter) Click here to hear Kat speaking Spanish.  

We hope you have enjoyed Part 1 of our interview with Katherine Lee. In Part 2 of our interview she discusses superstardom. We’ll post shortly. Stay tuned…

airlineguys™ are Sylvester Pittman and Darin Topham. Aviation enthusiasts. 30+ (and counting) combined years of airline operation/leadership/PR experience. Former cabin crew. Discerners of great customer service.

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Long haul or short haul? The career path of a Flight Attendant.

Posted on March 18, 2012 | 14 comments

We were having lunch the other day at the airport when I noticed a mature (older) flight attendant having lunch. She wasn’t partaking of the usual airport food but had a lunch tote full of goodies. My first thought was, “How cool, she’s eating healthfully.” My second thought was that maybe her wages have been impacted so greatly that she can’t “afford” to eat out while flying. Either way, I concluded it’s probably a combination of the two.

As I walked away I was struck by the thought: when did it become necessary for a flight attendant to bring their food with them on their trips. Flight attendants during the “good ole’ days” didn’t have to consider doing this. Come to think of it they had more options for onboard dining from company-provided crew meals to untouched passenger meals. Also, flight attendants made more money back then so they could afford to buy lunches and dinners when they flew. Wow, how things have changed.

My mind got to wondering. Given the dramatic changes to airline industry,  “Is being a flight attendant a long term proposition anymore? Or, has the industry changed so much that the position is moving more towards what it used to be – a job to be done for only a few years?”

That's me during initial training.

Ever since the airline industry was deregulated in 1978, the industry has endured breakneck changes. Many airlines, some of them very well-known, have come and gone. With deregulation came lower pricing. Airlines then started to compete on price and less on service. The “good ole days” were quickly approaching the end of the runway.

More pronounced since the events of September 11, 2001, air travel today has become extremely stressful. Enter the TSA with their hodgepodge of rules and regulations that are inconsistent and seemingly meaningless, body scans, and pat downs. Add to this, load factors in the mid-80% range, high expectations from the traveling public, and you have a recipe for high drama in the skies.

These stresses appear to have contributed to two recent public and disturbing events involving flight attendants. The jetBlue flight attendant who ceremoniously jumped down the evacuation slide (with 2 beers). And most recently the American Airlines flight attendant who had to be restrained by fellow flight attendants and passengers. My prediction is that there are more of these types of incidents ready to happen. As some flight attendants announce on the PA: “we’re primarily here for your safety.” As such, their mental well-being is a concern that should be investigated.

To mitigate the stresses (high load factors, security concerns, mergers, bankruptcies, and pay cuts) of the job on the well-being of the flight attendant group , how likely would it be for an airline to offer a specified period of time to be a flight attendant? Say, 5 year intervals. There could be the option to renew, and a lump sum payout at the end of the time period if you, or the company, chooses not to renew. Think of the benefits for the flight attendant?

When you think about it being a flight attendant is still a good job. The travel. The people you meet. The life skills you learn. The confidence you gain. All through travel. All while getting paid. With term limits factored in, you’ll be motivated to make the most of this time to travel, explore, learn, prepare for the next step. Sounds good.

Consider this also: as a FA you come into contact with hundreds of people in the course of a days work. That’s a lot of “hellos” and “buh-byes”. Extrapolate that over a 5 year, 10 year, 40 year range and only a small percentage of people would be able to maintain the same level of enthusiasm for serving the public. The NYTimes article featuring United Airlines flight attendant Ron Akana is a great example. He’s been flying 63 years and still loves his job. I’ve met my share of Ron’s in my years as a flight attendant. However he, and a few others are unique in their enthusiasm after all these years. They are the Gold Standard.

Many flight attendants probably don’t like the idea of having term limits on being a flight attendant. Why would anyone want to give up the opportunity to earn more and work less? Consider this: some of the longest, most challenging flights, are being worked by those with the most time under their belts. They’ve said the most hellos and buh-byes. They’ve crossed the most time zones. This type of flying takes a toll on most flight attendants. Heck, working those types of flights when I was in my 30’s was a challenge!

To institute term limits on the flight attendant position, with the option to renew, would have a profound effect on the profession. I’m sure some would see it as a step backwards. Others would see it as a way to ensure that the job is still suitable as you accrue seniority.

We would love to hear your input. The good. The bad.

airlineguys™ are Sylvester Pittman and Darin Topham. Aviation enthusiasts. 30+ (and counting) combined years of airline operation/leadership/PR experience. Former cabin crew. Discerners of great customer service.

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6 Tips To Becoming A Flight Attendant

Posted on February 9, 2012 | 10 comments

So, you want be a flight attendant, huh? Despite the many challenges (long hours, unruly passengers, pay cuts, mergers, bankruptcies) facing flight attendants today, it’s still a good job that many have turned into a satisfying and rewarding career.

Whether you’ve always dreamed of being a flight attendant, or are thinking of changing careers and shaking things up a bit, here are some valuable tips to helping you secure a position.

#1. Be Prepared – do your homework. Learn as much as you can about the airline you’ll be interviewing with: its routes, its aircraft, its financial situation, current news, and its people. Another part of being prepared is knowing the location of the interview in advance. If you’re driving to your interview, check traffic. If you’re flying to your interview, check for weather and ATC delays. Arrive early!

#2. Look The Part – each airline is different. And with this difference comes a unique and diverse culture. Many overlook the importance and the influence of culture, and how aligning yourself with the culture of the airline increases your chances of being hired. Know that an interview for Southwest will be different than one for say, American. We recall interviewing for Song Airlines, Delta’s low-fare subsidiary, which had a unique and distinct culture. Song was about self expression. And the concept of self expression was the voice of Song; interwoven throughout every aspect of the airline. The atmosphere was a mix of excitement and energy. For the interview one of the potential candidates wore a suit and power tie (think Gordon Gekko from the film Wall Street). Although he was professionally dressed, he didn’t look the part of someone who was energetic, friendly, and personable. This guy looked like a bean counter and carried himself as such the whole interview. Needless to say, he didn’t get the culture of Song, and he didn’t get an offer. Know the culture. Because culture really does matter.

#3. Don’t Be A Wallflower – most interviews for flight attendant consists of a group meeting, followed by an exchange of information, followed by individual introductions in front of the group, and if you’re fortunate, a one-on-one interview. Know that when you arrive you’re being observed and assessed. It’s very important that you mingle, be approachable, enthusiastic, confident, give eye contact (with both eyes…think Mike Meyers’ character from the film View From the Top), SMILE, and most importantly be genuine. Many, if not most of the recruiters are flight attendants, so they know what to look for. Always remember: first impressions are lasting ones. Make it count.

#4. Be Yourself – because you’re being observed, and possibly interviewed by flight attendants, it’s very important that you be yourself. Flight attendants tend to be sensitive to the ways of others; a trait that is needed and sought after. Possessing this skill will serve you well in your career as a flight attendant. Those interviewing you can tell if you’re being phonier than Milli Vanilli. They’ve seen and heard it all.

#5. Have Scenarios Queued and Ready – if you’re not familiar with the STAR method of interviewing now’s the time to find out. This type of interviewing requires you to answer a series of questions based on experiences you’ve had. When answering these types of questions be specific when you answer. Refrain from answering questions in general terms. Remember: be genuine in your responses.

#6. Persevere – if this is a career you really want, don’t give up. You must keep calm and carry on. Many of our friends, including both of us, weren’t hired the first time we interviewed to be flight attendants. Not giving up, but using each interview as a learning opportunity served us well. Keep in mind that you must put your best foot forward. Do the best that you can. Learn something new each step of the way. Don’t take rejection personally.

Even though there have been many cutbacks in service, airlines will continue to hire on a regular basis. Check each airlines’ career page on a consistent basis for openings. Once you have applied, completed your online assessment, and received an interview, be sure to go over the tips outlined above for the added comfort of knowing what to expect as you pursue your dream job.

Good luck!

airlineguys™ are Sylvester Pittman and Darin Topham. Aviation enthusiasts. 30+ (and counting) combined years of airline operation/leadership/PR experience. Former cabin crew. Discerners of great customer service.

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Limited choices

Posted on July 8, 2011 | 1 comment

A couple of thoughts came to mind the other day because of a situation that occurred. The situation centered around computer outages at USAirways and United and how these outages affected the vast majority of their customers. Luckily, those issues were resolved fairly quickly and life in aviation returned to normal after a day or two. So, that was the situation. The thoughts were, due to the limited number of airlines that exist today, the possibility and impact for something major to affect so many is heightened even when it happens to a single carrier, let alone two. The other thought was how few airlines exist today. In essence, we have limited choices in the airline industry. And for us avgeeks (aviation geeks), limited material to blog and talk about.

Imagine for a moment, the delight of aviation bloggers, and avgeeks around the world if the Internet had been possible before 1978 (we’re sure Al Gore was working on it though). Airlines and choices were plentiful. There would have been so much to write about. Can you imagine? Compared to the years right after 1978 there are only a handful of carriers today.

On October 24, 1978 the Airline Deregulation Act was signed into law. It really was about increasing competition and removing the barriers to entry into the airline business. According to AlterNet, an online news magazine and community, “In the 27 years before airline deregulation, no airline went bankrupt. Since 1978, 160 airlines have come and gone. In the last quarter-century, the rate of bankruptcy among air carriers has been as much as 10 times higher than that of the general business community.” In essence, limited choices. We would be remiss not to mention the toll this has had on many individuals, families, and communities; a topic we’ll cover at a later date.

Some of the airlines that no longer exist included: PSA, Western, AirCal, Braniff, Eastern, TWA, Pan Am, Air Florida, Texas International, Northwest Orient, Southern Airways, PeoplExpress, Piedmont, New York Air, National, Hughes Airwest.

Wouldn’t it be wonderful to have all these, and today’s, airlines to blog and talk about? Imagine the volume of material. Imagine the stories. Imagine the possibilities.

However, we’ve come to some realizations. Not only in aviation, but in life. When it comes to limited choices we have to make due with the choices we have available. Having limited choices requires us to search harder, be more aware, become more at peace with what is; not with how we want things to be. As for the limited airline choices for blogging and discussing, we’ll make due and and continue to feel strongly and passionately about a topic that is dear to our hearts. Are you doing the same about that which brings you joy?

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Diversify?

Posted on June 13, 2011 | 1 comment

A friend recently responded to a Facebook post asking, “Are you diversifying? @trainguys coming soon??” I chuckled and then gave it some serious thought. First, let me say my love of aviation has not diminished. Like any good first romance, I can’t let it go. However, my love of trains is close second. This hidden love is becoming so evident that a friend described me, in great detail, as a hobo. Hey! I resemble that remark!

I recently returned from another journey “on the rails”; my second one this year. (See our blog “No plain (plane) experience for me”). In an effort to compare experiences between VIA Rail Canada and the US passenger rail system, the same friend and I set out on Amtrak this time.

When I was younger I remember seeing the Amtrak commercial “California Zephyr”.  I was intrigued and beguiled. The woman announcer’s voice beckoned to me. Thank goodness for YouTube because I was able to find that commercial and was once again lured to the rails (click to watch). The naming of trains by Amtrak evokes a sense of adventure and harkens back to the days of old when “riding the rails” was an experience. It was, and still is, about the experience for me.

The experience aboard the California Zephyr from Chicago to Sacramento was just OK. The crew were pleasant, food was tasty, and we departed and arrived on time. However, a few things were amiss. It was in the details. Even though the crew were pleasant, they didn’t carry themselves with pride. Average age appeared to be in the mid 50s. Most appeared not be be quite together in their style and how they wore their uniforms (stains, wrinkles, too big or too small uniform pieces). Hairstyles weren’t current or maintained. Underneath the pleasantness was a definite tone. And the coaches themselves were in need of a deep cleaning with emphasis placed on details (rips, tears, stains, repainting, lighting, etc.).

In Sacramento a connection was made to Amtrak’s Coast Starlight. And in an instant it all changed…for the better. As we learned, the Coast Starlight is Amtrak’s premier train. And most expensive. Why? More than likely it has to do with experiencing some of the most beautiful vistas. Amazing outcroppings of rocks. Raging river rapids. Full moons (yes, we were mooned a few times). Soaring forests. And snow-capped mountains. The service provided by the crew was exceptional. They all worked well together to provide an extraordinary experience. They were considerate, funny, thoughtful, and resourceful. They were willing to share personal tidbits and stories which made them even more enjoyable. Our cabin attendant and the Pacific Parlour car attendant were the standouts of this wonderful crew. Letters of commendation to Amtrak about these two is definitely in order.

Because the Coast Starlight is considered Amtrak’s premier train, the train was in better condition. The lighting, restrooms and shower facilities, and common areas were well-kept and the majority of the coaches had been renovated. The highlight of this train was the Pacific Parlour car. Built in 1956 for the Santa Fe El Capitan, this coach offered swiveling lounge chairs, private dining, wine tasting, a stand-up bar, and a movie theater. That’s right, a movie theater! There are only five of these special coaches left in existence and you can only find them on the Coast Starlight.

The experience on the Coast Starlight more than made up for any shortcomings of the California Zephyr.

So, back to the question first asked: will we diversify? I’ll never say never. I remind myself and you to remember: life is about the journey; it’s a quest for different experiences. Shake it up. Diversify when you can. By air or by train, we like a good adventure.

SLy

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Looking up

Posted on May 24, 2011 | Leave a comment

At the close of last year Darin (the other airlineguy) blogged an entry detailing his early childhood memories of aviation. He was fortunate to have grown up in an airline family. As for me, I didn’t. However, I think we both had a fascination with flight that started early.

As a kid growing up in rural Jupiter, Florida I would daydream about leaving on a jet plane. Not that Jupiter was a bad place to grow up. However, I knew there was a big world out there that I wanted to see. I found myself looking up a lot as a kid. Whenever I’d see a plane flying overhead I would first identify the aircraft type and then the airline. After determining this very important information, I would make up a story about where the plane was going to or coming from. Back in those days the aircraft were mostly 727s and L-1011s. The airlines I saw most: Delta and Eastern. For us Florida folk did any other airlines exist?

I was a late bloomer. My first airplane ride was at 16 years old. I had spent the summer in Atlanta attending the Resource Center for Science and Engineering at Atlanta University and my parents had driven me up from Jupiter. At the end of the summer program I called my folks and told them that I didn’t want them to come and get me. Once the shock wore off I asked them if I could fly home instead. They agreed and purchased for me a one-way ticket on Delta from Atlanta to Palm Beach International. The ‘new’ Atlanta airport had just opened. At the time it seemed so futuristic. I was beyond excited. Ecstatic would be more like it. Once again I found myself looking up.

At my age memories do come and go on occasion, but not about this. It was a Saturday morning. My friend and his family, whom I had just met that summer, drove me to the airport. In fact, they all came to the gate with me. It was 1981 so you could do this. The interior of that Delta 727 was psychedelic; complete with faux wood paneling in first class. The flight wasn’t very full. I had a window seat in coach. The sun was shining. The flight attendants were friendly. Even though the flight was about an hour and a half, it seemed longer. I’m sure that had to do with savoring every minute of the experience. Things were really looking up.

We landed safely and on-time in West Palm Beach. It was great reuniting with my family after being away for almost 3 months.

That plane ride was a defining moment in my life. And I’ve been looking up every since.

In our busy lives we sometimes forget to look up. I encourage you to do so everyday.

Sylvester

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No plain (plane) experience for me

Posted on April 7, 2011 | 3 comments

It was no plain (plane) experience for this airline guy. In fact it was an amazing experience! Even though I’m an aviation geek, I have a very strong love of trains and train travel too. I know, I know how can this be? Just know that you get to a certain point in life where you stop asking why and just go for it.

My other “fascination” with transporting people started when I was in 5th grade. Back in the day, Palm Beach County Florida safety patrols would make an annual pilgrimage to Washington DC to see the government in action. Transportation was via Amtrak. I remember my trip quite vividly: the sound of the train, the swaying back and forth, big comfy seats, flushing the toilet and watching stuff drop to the tracks below (ewww!). Every since then I’ve been hooked. I’ll let you in on one of my bucket list item: to be at the controls of a speeding locomotive. Crazy, yet true.

So, what does an aviation geek do to satisfy the train geek in himself? Thanks to a good friend and an invitation to join that friend, he takes an excursion via the rails!

What a pleasure it was to ride VIA Rail Canada from Toronto to Vancouver. “The Canadian” is the flagship train route in their system. To put it simply: it was an amazing experience.

In 4 days aboard the train I met many wonderful, interesting, and fascinating people. There was the young couple who were actors/singers/dancers. They were wrapping up a Broadway touring gig and  were heading out for some R&R and downtime around sightseeing and visiting friends. There was the retired older couple who were in the process of moving to the west coast to be near their children and grandkids. There was the politically astute and enlightened composer and graphic design artist couple that were returning to Vancouver to visit friends and their old neighborhood. There was another retired couple who had moved to Canada from England to be near their children and grandchildren. And then there was the couple traveling with their delightful twin autistic sons.

The staff working the train were a senior bunch. The average seniority was about 30 years. They had seen it all! Most of them were engaging, talkative and seemed to still enjoy their jobs. Most of them.

Being mostly disconnected from the Internet, twitter and Facebook updates, and my life had a profound effect. Being on the train allowed me to reconnect with people, learn about others, enjoy the spectacular views, learn more about myself, and ponder the experiences of life. Too many times we’re caught up in our own lives to realize that there’s a whole world out there full of interesting, thoughtful,  kind people; beauty that can take your breath away, and conversations to be had. Too often it’s “easier” to tweet, text or email than it is to have face-to-face conversations with others. It’s a behavior that has to be practiced, utilized, be reminded of.

I can only guess that this experience is very similar to what air travel used to be like during the Golden Era. Relaxed Atmosphere. No overcrowding. It was all about the journey/experience. Polite, considerate fellow travelers.

I’m so intrigued by this experience that I now want to experience travel via train again very soon but this time on Amtrak. The last time was a long time ago and I’d like to see how it compares.  I hear they’ve improved quite a bit. A good friend, who lives in Washington DC and travels often to NYC, regularly takes Amtrak’s Acela. He prefers this experience over the hustle and bustle of air travel on this route; says it’s more civilized.

Maybe train travel will become the “it” way to travel for those looking for an experience as oppose to just getting from A to B.

If you have any questions about my experience please contact me. Otherwise enjoy the pics!

Sylvester

Union Station - Toronto

Train #1 Toronto - Vancouver

Observation car "dome"

1950's observation car (last car of the train)

Jasper, Alberta

Abandoned station - Hornepayne, Ontario

 

It's not safe on the tracks!

 

 

Big wheels keep on turning...

VIA Rail Canada

 

 

One day...

 

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Customer Service: It’s more than just being “charming”

Posted on February 11, 2011 | 1 comment

It’s an interesting world we live in, and I find it very fascinating how people always look at the problems and want to blame everyone else. That thought came to mind as I read the article, “Delta Sends Its 11,000 Agents to Charm School”, featured in the Wall Street Journal. The class, aptly named, “Service From the Heart” was designed for all 11,000 of Delta Air Lines’ Airport Customer Service (ACS) agents. It is designed to help remind, and sometimes teach, the agents what many companies have lost; the delicate art of great customer service.

This class (more like a workshop) is a much-needed initiative and Delta should be applauded for the work they are doing. Yet the article, sold this very important and well-received initiative, short. It certainly didn’t take into account the focus of the workshop and the efforts of the designers and the facilitators that work their hearts out every day. The title alone (“Charm School”) belittles the often challenging position of those who provide customer service. Even some of the quotes were taken out of context to the material being presented. Many speak about how “bad” the airline industry is. Often it’s the “media” or, in my opinion, one-sided reporting, that promotes these negative images.

Of course there are plenty of things that need to be fixed in the industry, and there will always be challenges, but look at what Delta IS doing. They are taking steps in the right direction, and it has to start somewhere. Thank goodness the leaders see the need. We should be encouraged that they are taking these steps and now we can hold them accountable for their efforts. This investment is not cheap. It’s an investment in its people. How many companies can claim this nowadays? Knowing that Delta is spending a great amount of resources to make things better, and to have those efforts reported in such lackadaisical way, makes it feel personal. To be honest, it doesn’t give me much hope in the media’s ability to report on the good things out there. From what I read I guess that’s how they feel about the airlines. I will wish the media the best of luck with that approach. And to Delta I say you are making a difference! Delta Keep Climbing! You’re on the right track! I for one applaud your efforts!

Darin Topham

Vision Developer, slarin productions, LLC

airlineguy

 

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The Future of Flight

Posted on January 3, 2011 | Leave a comment

So, we were looking around on YouTube, as we often do, and came across one of the most interesting, fascinating and wonderful commercials for the Airline of The Future. That future airline was Braniff International. For those who don’t know, Braniff was an airline that began operations in 1928 and met its demise in 1982. Like all the other legacy carriers, Braniff began with humble roots. However, it morphed into the ‘groovy’ airline of the 60s. In fact, it was in 1965 that Braniff began its transformation…it was the “End of the Plain Plane.”

During this era Braniff introduced a multitude of brightly colored planes, designer uniforms by Pucci (complete with “space bubble” helmets to protect the hostesses hair) and the infamous “Air Strip.” Very fashion forward. Very cutting edge. Very fun (pay attention at 0:42 of the video…haha!). And then there was this:

Now, if this is the future of flight…sign us up!

This video was made in 1968 and predicted what airline travel would be like in 1975. Some of these enhancements are upon us…others we wish were. So, let’s break it down. Already here today:

  • trains that take you to the “jetport”. Check.
  • a “friendly computer” that knows more about you than you do. Check
  • video phones that allow you to keep in touch with home (Well, not quite yet. But there is wifi). Check
  • pushing buttons (don’t push the hostess) for food. (Virgin America has this option onboard their planes). Check
  • watching one of three movies or all of them at once (many airlines offer plenty of on demand entertainment options). Check
  • supersonic transport (we miss Concorde). Check

We hope to be around when:

  • robot porters clear your luggage for customs. How nice would this be not to lug your luggage?
  • pneumatic glass tubes take you to the plane. Craziness!
  • electronic valets clean and press your clothes. Just like Rosie from the Jetson’s cartoon!
  • shining a light directly into your eyes will relieve a headache. Seems counterintuitive, but hey, it’s the future.
  • gate agents use jetpacks to fly over to the aircraft to lock the door. This we can’t wait to see!

We guess until this happens we’ll have to endure lugging our own luggage, walking to the gate or using the moving sidewalks, long lines, weather delays, pat downs at security and the reintroduction of supersonic transports.

Here’s to the future!

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