Originally Posted by
gloopy
Agreed. The emphasis on running an on time operation is great, but when it turns to myopic overemphasis it pays negative returns in the long run. The term "non rev" needs to be changed anyway. Employees and their families are more like "revenue generators" or "internal customers" using their earned benefits, whereas the term "non rev" makes it seem like they are just a freeloading liability to be marganialized with impunity.
Not every T minus 9 minutes to go "non rev" is there because they are lazy. Sometimes they are running to make a late connection that wasn't their fault, or stopped to help a little old lady find her way to baggage claim, etc. What if that "non rev" is commuting to work, or even going home after a long trip? What if they are on their yearly vacation, heading to Guard duty, or going to a wedding/funeral? Shutting the door in their face 10 (and yes sometimes even more) minutes before, sometimes on the last flight of the day, just to get that 10 early can cause more headaches in the long run. That shouldn't happen to a "non rev" or a paying customer but it does to both unfortunately.
Closing the door in someone's face 10 or 12 early for a paper "on time" that would have been achieved anyway and then expecting that revenue generator to care 100% about the brand doesn't mesh with reality. We have to take care of our customers and run an on time operation. We also have to take care of our employees and their families in the long term, so that they will be the ones that run the on time operation. Attitude, motivation and the assumption that you are being taken care of gets eroded when you are treated like a marginal liability.
We should take care of every customer, from the $49 super saver to the triple crown diamond tungsten medallion HVC. To do that, we have to take care of the employees that take care of them in the first place. Each employee touches and has a direct effect on more revenue per year than any one customer possibly can. Take care of your employees and they will take care of your customers. #simple
Spot on. I'm glad someone gets this. I always get out of my seat and stop up at the gate to say hi, even on turns. Two questions every time, any jumpers and will all non-revs get on? Then I know when they come with the final numbers what to expect. There are always those guys that never care until its them....then watch out they are ****ed. Most likely they are the ones that never cared in the past if they left early not knowing if they were leaving people behind.
Non-revving is a huge part of our comp pack and can be the major reason someone is even in this industry. We should remember not to get to self centered on our trips and keep our fellow airline employees in mind.