Whenever one talks about the airline industry, we never fail to mention Singapore Airlines. After all, this is one of the few airlines which has redefined the meaning of air travel.
One of the guy is working as an air steward for Singapore Airlines.
The other guy was commenting how the service level of this famous airline has deteriorated over the years. He said he doesn't want any free poker cards and the service is just bad.
The air steward then talked about how the recent allowance issue has affected the moral of the staff. Apparently, there was a mistake in the calculation of allowance for flight attendants and those who were overpaid are required to return the money. When the staff feel they are treated unfairly, they vent it on the customers. They'll just do the minimal - serve the meals and disappear.
Previously, when one travels on Business Class, the attendant actually cut the meat in front of the passenger and serve it. Because of cost cutting measures, such luxuries are taken away.
The air steward also mentioned how the airlines from Middle East are catching up. The first class seats come with a shower room and the tickets are cheaper. But, could these airlines be losing money on every flight while competing for the top spot? These countries are cash rich. When you have money, lots of things are possible.
He also talked about how all the crews will get uptight when someone from the top management travels onboard. Any mistake and you run the risk of being marked. By the way, it seems the top management travel first or business class only. And they can only travel on Singapore Airlines. It's the only logical thing to do since the profit will comes back to the company. But if you are only traveling with your own airline, how will you know what are your competitors doing? How does your service compare to others? What are they doing that you are not doing? What you are doing that they are not doing?
Then he went on to share an experience by a colleague. Every flight attendant are entitled to get a free ticket to any destination once a year. So this lady crew booked a ticket to a European country. While holidaying there, she met with an accident and had to cancel the trip and come back. She tried to change her return flight and was told it's not possible because her ticket was free. In the end, she had to book a business class seat from Qatar Airlines. And it seemed the business class are fitted with massage seats.
Of course, due to the nature of work, most of the flight attendants are scheduled to work with different colleagues on every flight. It's touch and go. Everybody just try to work and tolerate with each other for that flight. There's no relationship building and bonding among the crews. You don't feel like you belong to the company. And when you're on standby to cover duty, you practically cannot do anything except stay home in case you are called up and have to rush to the airport.
Some damages done cannot be undone. You cannot now go tell the crews you've made another mistake in your allowance calculation and start giving the money back to them. And the management are unlikely to do that. First, it's going to costs the company lots of money. More importantly, it makes them look stupid.
You cannot expect the injured lady crew to get injured again so you can treat her differently this time round.
There are things that you can do but your budget does not allow. Like retrofitting all business class seats into massage ones and bringing luxury dining experiences back.
There are things you cannot do because the nature of work does not permit. Like scheduling same crews on same flights.
But you can care. Care more starting from NOW.
Care more about the moral of the crews.
Care more about the safety and convenience of your staff even when they are traveling free.
Care more about the inconvenience of your staff.
Care more and you'll find solutions.
Care more so it remains a great way to fly. Before it becomes a great way to cry.