Back seat driver

The regulations of various nations and the umbrella of ICAO mean that the broad brush stroke is usually familiar. However, the variations can range from humorous preflight safety videos to uniforms and inflight dining. The seat pitch encountered in Spain on one flight motivated this writer to never cast aspersions on Australian economy seating ever again.

Beyond the semi-rigid framework, the primary variable can be service and customer relations. In fact, these can range drastically even within any given airline. And just like any retail experience, it can be pleasant or frustrating, exceptional or maddening. As crew, there is an understanding of the difficulties occurring beyond the cabin’s bulkhead, but even so, sometimes things can be done better.

Extensive delays are possibly the most frustrating events for passengers. For some, they can throw plans into chaos and for others they can totally nullify the reason for travel. Most passengers understand that these things happen. Weather, maintenance and crewing issues are just some of the reasons that flights can drop off the bottom of the departures board. While not necessarily pleased, the majority are generally forgiving and almost all respect the need for safety as the priority. Yet, there will always be those who irrationally lash out at ground staff in a fashion that no employee anywhere needs to endure.

Even when they are finally on the aircraft, certain passengers refuse to let the issue go and continue their tirade once on board. They are now entering rather shaky ground. Passengers have a responsibility to comply with the crew’s instructions and if their continued tantrum impacts negatively on cabin crew or their fellow passengers, then they can be looking at a very extensive delay and even a chat with the local authorities. And depending on the part of the world, this can have very serious ramifications. Inappropriate behaviour of any kind in the confined space of an airliner cannot be tolerated for any reason.

We have seen flights diverted in recent times due to ugly scenes on board. If the crew are unable to verbally diffuse the situation and restore balance, then there is little option at times other than to land the aircraft and offload the source of the disruption. Furthermore, in this age of heightened security, it must never be forgotten that such disruptions can possibly be providing a diversion for a greater act of evil. The crew would never take the action of diverting lightly, but they should always be commended for placing safety over schedule.

That being said, when delays occur, the airline also has obligations – primarily in terms of communication. From the moment that a significant delay becomes inevitable, they must keep the passengers informed. Sometimes it is more efficient to hold back on announcing small delays as passengers can be tempted to wander from the gate lounge, ultimately exacerbating the delay. However, if it is a major delay, information must be relayed as details come to hand. This allows passengers to amend their travel plans or even make the decision not to travel.

Effectively, passengers can remain in control of their outcomes. When airlines leave passengers in the dark, that is when the levels of angst can rise. And if the timeframe is uncertain, then even that should be announced, but what cannot occur is a seemingly endless series of amended departure times with no associated reason. Connecting flights, cruise ships and resort transfers all have their own time-critical choreography that need to be considered. Whether driving to the airport, in the terminal or on board, the timely relay of information is critical for passengers.

When this does not occur, the problems are often compounded. Queues at check-in counters grind to a standstill as frustrated passengers attempt to resolve their issue with ground staff. The knock-on effect means that passengers on other flights now enter the delay funnel. And passengers who checked in luggage in good faith may now want to change their plans, calling for the recovery of their luggage from containers and holds.

Being an anonymous passenger offers crew the opportunity to see how other airlines handle these hurdles as they arise. They get to see the good, the bad and the ugly. Taking a little away from the experience may go some way to improving the way they handle a similar situation next time. When the delay is in the interest of safety, few rational people will object – but they need to be told that is the reason. The captain making the announcement from inside the cabin, or even in the gate lounge can also have a profound effect. It can put passengers at ease and deflect a good deal of tension away from the cabin crew.

In this day and age, we are all so connected, but communication appears to suffer the same issues that it always has. Remaining courteous, showing empathy and allowing timely, honest communication to flow can make difficult situations far more bearable for all involved.

Even when the passenger is a back seat driver.