I want to be treated like a professional, so I act like one. Do I wish the company cared enough to actually provide us with specific guidelines on how to act during IROPS? Absolutely. It’s frustrating to see other airlines reimbursing Captain’s pizza orders for passengers during long delays, while we can barely get pretzels distributed.

But I don’t use that as an excuse to exude a lack of professionalism. And I don’t let the unprofessionalism of other work groups affect how I act. I’ll communicate, I’ll apologize, I’ll thank loyal passengers time permitting. All of those things are a part of doing this job well.