Tag Archives: song airlines

Can “different” really work? Alaska Airlines + Virgin America

Artwork credit: Alaska Airlines

It was recently announced that Alaska Airlines was scheduled to “kill” the Virgin America brand effective 2019. There has been much speculation about this since the merger of the two companies was announced. Use of the term “kill” in the headline really got me to thinking. If the brand of a company are its people, what message does using the term “kill” send to the employees of Virgin America?

So many times in airline mergers the focus is on the operation. How will the schedules be meshed? How will the frequent flyer programs and loyalty levels be integrated? What type of aircraft will be utilized? What hub cities will remain, be expanded or downsized? And somewhere in all of this, employees are often stranded at the gate as the plane backs away for departure.

Sir Richard Branson penned an eloquently stated post about this very thing. He touched on the Virgin America brand and how its people make the difference.

Cultural integration can be a tricky thing wrought with challenges. It takes commitment from senior leadership to embrace and communicate the belief: we’re all in this together, and because of this we will be better. Without this commitment, and actions to back it up, the merger is destined to be less than ideal. The employees lose, the customers lose, the airline loses. There are plenty of examples of this playing out in the airline industry.

The integration of Song Airlines into Delta Air Lines will parallel the aforementioned merger in many ways, I believe. Song was a scrappy start up (subsidiary) that made a name for itself in a short period of time. In 3 years many processes, marketing initiatives and concepts were tried and tested. Some worked. Some didn’t. When the integration of Song into Delta occurred there was lots of resistance amongst employees. There were those who, after experiencing Song, decided not to return to Delta. They could not return to the way things were. There were those who had remained at Delta that considered Song a four-letter word and made it difficult for those returning. And then there were those Delta employees who welcomed the Song Stars back with open arms and a “you guys were a part of a cool thing”-attitude. No matter which “side” you were on, change came at lightning speed. Those who embraced the changes went on to help others embrace the changes and take the “new” Delta in different direction. And the outcome has been good.

Words of advice to Virgin America employees: don’t be discouraged, “your airline” will still be visible, keep eyes open and you will see.

Words of advice to Alaska Airlines employees: be empathetic, what if it were “your airline” brand that went away, embrace the changes coming.

Alaska Airlines and Virgin America, good luck and all the best with the merger.

In this photo released by Alaska Airlines, A specially painted, co-branded Alaska Airlines and Virgin America 737-900ER aircraft, painted in shimmering red, purple and blue and featuring the slogan “More to love,” lands at San Francisco International Airport on December 14, 2016 in San Francisco, CA. The newly painted aircraft is part of the merger celebration of Alaska Airlines and Virgin America. (Photo by Alaska Airlines, Bob Riha, Jr.)

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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.

 

 

The Fashion Runway

Edith Head. Pucci. Halston. Ralph Lauren. Kate Spade. Christian LaCroix. Richard Tyler. KaufmanFranco.

Famous designers collaborating with airlines is nothing new. Fashion has been gracing the runways for many years now. Fashion, romance, and glamour still surround aviation. However, nowadays you have to look a little bit harder. Some cabin crew joke it’s near the floor because lots of time is spent bending, stooping over, and picking things up off the floor.

Recently American Airlines announced that it would be rolling out new uniforms for its crews. They chose KaufmanFranco. They’ve designed for some of the world’s best know celebs: Beyonce, Christina, Megan Fox, and Halle Berry to name just a few. And while all of these people are glamourous in their own right, dressing cabin crews is much different.

Fashion must follow function. What’s the use of looking fabulous when you can’t bend over, stoop, and otherwise look glamourous while collecting trash, and pulling/pushing beverage carts?

The designers of KaufmanFranco seem to be on the right track. Here’s what they have to say:

One of our favorite uniforms was designed by Kate and Jack Spade. We know firsthand, extensive research went into the functionality of the uniform: how cabin crews move (bending, reaching, stretching), what their jobs entail (customer service and safety), and how they get the job done (often in a hurry). They then chose the “right” fabric that could stand up to stains, spills, and being pack and unpacked (wrinkle-free is really, really important!). They then used their knowledge of what is fashionable to create a wonderful uniform that received many stares and compliments from passengers as well as other airline crew members. We enjoyed this uniform immensely. Truly one of the very best!

Enjoy the slide show!

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