Souhtwest has a new Sheriff in town.
09-07-2007, 08:53 AM
#11
Line Holder
Joined APC: Jan 2006
Position: Pilot
Posts: 40
"""Ultimately you are responsible for everything on your flight including allowing someone to be denied boarding. ""'
Not completely true. I only enter into passenger issues if it is one involving a safety issue (drinking, making threats, etc). Any other issues I defer to the gate agent and customer service supervisor. I figure these issues are their job and they have been trained in all the nuances and how to handle passengers. I don't need nor want the distraction as I otherwise prepare for flight. In fact, that is the way my company prefers things to be done -- they don't want a shouting match between passengers and the guy flying the plane nor expect the Captain to get involved. They have basicly told our pilots to stay out of these issues and allow customer service people to handle this crap. If the customer sevice sup made the right decision in denying boarding, good for them. If they didn't, THEY will have to explain, not me. I have enough other things to worry about. I don't know why some pilots want or think they need to get involved in customer service issues. I figure I am paid to operate the airplane safely, smoothly, and efficiently, not to waste my time to decide if a t-shirt has something written on it that some might think is obscene or dress codes.....I don't get paid to do that and make those decisions -- customer service supervisors do and I'm happy it's that way.
Not completely true. I only enter into passenger issues if it is one involving a safety issue (drinking, making threats, etc). Any other issues I defer to the gate agent and customer service supervisor. I figure these issues are their job and they have been trained in all the nuances and how to handle passengers. I don't need nor want the distraction as I otherwise prepare for flight. In fact, that is the way my company prefers things to be done -- they don't want a shouting match between passengers and the guy flying the plane nor expect the Captain to get involved. They have basicly told our pilots to stay out of these issues and allow customer service people to handle this crap. If the customer sevice sup made the right decision in denying boarding, good for them. If they didn't, THEY will have to explain, not me. I have enough other things to worry about. I don't know why some pilots want or think they need to get involved in customer service issues. I figure I am paid to operate the airplane safely, smoothly, and efficiently, not to waste my time to decide if a t-shirt has something written on it that some might think is obscene or dress codes.....I don't get paid to do that and make those decisions -- customer service supervisors do and I'm happy it's that way.
Last edited by Mach 84; 09-07-2007 at 09:04 AM.
09-07-2007, 03:54 PM
#14
Gets Weekends Off
Joined APC: Jun 2006
Position: B737/Capt
Posts: 998
Originally Posted by Mach 84
"""Ultimately you are responsible for everything on your flight including allowing someone to be denied boarding. ""'
Not completely true. I only enter into passenger issues if it is one involving a safety issue (drinking, making threats, etc). Any other issues I defer to the gate agent and customer service supervisor. I figure these issues are their job and they have been trained in all the nuances and how to handle passengers. I don't need nor want the distraction as I otherwise prepare for flight. In fact, that is the way my company prefers things to be done -- they don't want a shouting match between passengers and the guy flying the plane nor expect the Captain to get involved. They have basicly told our pilots to stay out of these issues and allow customer service people to handle this crap. If the customer sevice sup made the right decision in denying boarding, good for them. If they didn't, THEY will have to explain, not me. I have enough other things to worry about. I don't know why some pilots want or think they need to get involved in customer service issues. I figure I am paid to operate the airplane safely, smoothly, and efficiently, not to waste my time to decide if a t-shirt has something written on it that some might think is obscene or dress codes.....I don't get paid to do that and make those decisions -- customer service supervisors do and I'm happy it's that way.
Not completely true. I only enter into passenger issues if it is one involving a safety issue (drinking, making threats, etc). Any other issues I defer to the gate agent and customer service supervisor. I figure these issues are their job and they have been trained in all the nuances and how to handle passengers. I don't need nor want the distraction as I otherwise prepare for flight. In fact, that is the way my company prefers things to be done -- they don't want a shouting match between passengers and the guy flying the plane nor expect the Captain to get involved. They have basicly told our pilots to stay out of these issues and allow customer service people to handle this crap. If the customer sevice sup made the right decision in denying boarding, good for them. If they didn't, THEY will have to explain, not me. I have enough other things to worry about. I don't know why some pilots want or think they need to get involved in customer service issues. I figure I am paid to operate the airplane safely, smoothly, and efficiently, not to waste my time to decide if a t-shirt has something written on it that some might think is obscene or dress codes.....I don't get paid to do that and make those decisions -- customer service supervisors do and I'm happy it's that way.
I am not sure how this thread got off topic (probably me) but you obviously have a different philosophy towards these situations. I personally am not going to sit by and let some misinformed rookie flight attendant or csa make decisions that effect the on time departure of my flight in regards to dress codes that don't exist at this airline. In over 18 years I have seen just about everything and encountered many scenarios that required me to step in while on the ground. I have never had a shouting match with a customer. It is a display of leadership and just your presence in the jetway while things unfold which will usually help resovle things quickly. I have run across spineless and gutless pilots who won't show leadership when needed and frankly I don't have much respect for them. They run off into their little hole while flight attendants and csa's are verbally abused. Many of our F/A's and CSA's appreciate being supported by the cockpit crew when they are in the right.
With this situation (the scantily dressed young lady) I think SWA dropped the ball. Does she deserve monetary compesation? Absoutely not! SWA had better come up with a better policy with regards to a pax dress code and not wait till push time to challenge the pax. I personally would luv to "crack the whip" on some of those flights to/from LAS.
P. S. I get paid for a safe, efficient, comfortable and expeditious flight. My job doesn't stop at the cockpit door.
09-07-2007, 04:05 PM
#15
Gets Weekends Off
Joined APC: Jun 2006
Position: B737/Capt
Posts: 998
Originally Posted by Cubdriver
I'm not an airline pilot, but M84's opinion seems to make the most sense here. It just seems beneath the role to have the captain fussing with passengers over noncritical issues.
I have done just about every job here at SWA (except drive the lav truck).
As I said in the above post I have never been in a shouting match with a Pax up to this point. Perhaps you are one of those who thinks that helping with bags or cleaning up the aircraft are beneath the role of a pilot? I get paid well and with regards to anything involving my aircraft I will make sure it gets done. It is called responsiblilty!
09-07-2007, 05:02 PM
#16
Line Holder
Joined APC: Oct 2006
Position: C182
Posts: 41
Originally Posted by OscartheGrouch
Cubby,
I have done just about every job here at SWA (except drive the lav truck).
As I said in the above post I have never been in a shouting match with a Pax up to this point. Perhaps you are one of those who thinks that helping with bags or cleaning up the aircraft are beneath the role of a pilot? I get paid well and with regards to anything involving my aircraft I will make sure it gets done. It is called responsiblilty!
I have done just about every job here at SWA (except drive the lav truck).
As I said in the above post I have never been in a shouting match with a Pax up to this point. Perhaps you are one of those who thinks that helping with bags or cleaning up the aircraft are beneath the role of a pilot? I get paid well and with regards to anything involving my aircraft I will make sure it gets done. It is called responsiblilty!
Oscar, you seem to exemplify the famous Southwest Spirit. I am always impressed to see a SWA captain cleaning the cabin or pushing wheelchair paxs during turn around. This episode seems very atypical for SWA. Apparently one individual made a bad call. I bet SWA makes it up to the young lady, something like naming an airplane after her.
09-07-2007, 06:00 PM
#17
On Reserve
Joined APC: Aug 2007
Position: 777 FO
Posts: 20
As young Girl myself I have to admit the skirt was little too short for traveling where some children may have possibly traveling…! No discussion about the hotty appearances ..we love to be sometime in a center of attention….! Sure She did…..
SexyJeny
Sure She did…..SexyJeny
09-07-2007, 08:48 PM
#19
Line Holder
Joined APC: Jan 2006
Position: Pilot
Posts: 40
Oscar,
You'll end up in a non-paying team meeting if you interfere too much with other employees who have been TRAINED to make certain customer service decisions. The day will come when you are going to over-rule a gate agent or customer service agent and find your self in hot water over it. If you want to stick your nose in other people's jobs, have at it and you're welcome to do so but I'm not doing it. It's someone else's job to take care of these things, not mine. One day, if you are the Captain of a 747 with 300 people boarding for a trans-Atlantic flight, the last thing I want to see if I'm boarding as a passenger is the Captain hanging out watching the boarding or leaving his pre-flight duties to discuss with a customer service agent the length of a girl's dress and if you are going to let her board. It's someone else's job, not the Captain's! The Captain should only get involved over much larger safety issues or major issues, not dress codes.
You'll end up in a non-paying team meeting if you interfere too much with other employees who have been TRAINED to make certain customer service decisions. The day will come when you are going to over-rule a gate agent or customer service agent and find your self in hot water over it. If you want to stick your nose in other people's jobs, have at it and you're welcome to do so but I'm not doing it. It's someone else's job to take care of these things, not mine. One day, if you are the Captain of a 747 with 300 people boarding for a trans-Atlantic flight, the last thing I want to see if I'm boarding as a passenger is the Captain hanging out watching the boarding or leaving his pre-flight duties to discuss with a customer service agent the length of a girl's dress and if you are going to let her board. It's someone else's job, not the Captain's! The Captain should only get involved over much larger safety issues or major issues, not dress codes.
09-07-2007, 11:37 PM
#20
Gets Weekends Off
Joined APC: May 2007
Position: JS32 FO
Posts: 848
I don't know much about you Mach 84, but I know a little more about Oscar. Everything I've seen him post has been well on-target. Sure we don't want a nosy captain who's neglecting preflight duties. But Oscar is right when he says his job is efficient, safe, on-time performance. After reading the story, it sounds as though "Keith" the CSA was slightly overzealous. That was a very stupid way to deal with the situation. In addition, the decision to confront her just before taxi was another serious mistake. If there is a dress code, enforce it. If not, the passenger briefing is not the time to call the customer out. More tact is required and it is unusual to see such a lack of it at SWA.
Thread
Thread Starter
Forum
Replies
Last Post
