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Alaska Airlines win 8th consecutive JD Power

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Alaska Airlines win 8th consecutive JD Power

Old 05-13-2015, 07:55 PM
  #21  
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Originally Posted by forgot to bid View Post
I missed it, are you guys being pushed to do the in cabin meet and greet thing?

I remember years ago coex in our flight plan have us this 1-2 minute speech about buying a credit card, we were supposed to say it over the PA enroute. I think that kind of stuff is a bad idea. Maybe I wear my hat too tight but when I ride in the back all I want is quiet, and I'm riding for free. If I paid to ride, I demand it be quiet. Just smile and tell me you're glad I'm there and respond if I need something.

Maybe on a international flight, but on a domestic flight you've already got too many people standing at the 1L door to begin with.
I give out only the estimated time till push, the flight time, and a simple thanks. Really, that's all they want to hear.
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Old 05-13-2015, 08:11 PM
  #22  
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Originally Posted by ForeverJunior View Post
Management asked each work group to do their "one thing". The pilot group's "one thing" was for the CA to stand in front of the PAX before the flight and make a little speech. Like that was going to win over the PAX and keep them flying on us vs. jumping ship and running over to DAL. Keeping customers loyal goes beyond some pilot nerd making a speech before each and every flight, but what do I know?

I do agree with you, FTB. Too many PAs can really ruin the experience for passengers. Some of our guys make too many PAs. Add to that all the PAs made by the flight attendants. My least favorite is the FAs selling the mileage plan credit card prior to TOD.

Anyway, most CAs I fly with don't do the speech. Some do it time permitting... as long as it's not interfering with pre-flight duties.
No way dude! Having grandpa who look about 110 years old with a 46" waist wearing a train conductor's hat making a PA, while interrupting the FA's job, is why we won the JD Powers! Wah wah wah....wah wah.
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Old 05-13-2015, 08:13 PM
  #23  
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Originally Posted by 2loud View Post
No way dude! Having grandpa who look about 110 years old with a 46" waist wearing a train conductor's hat is why we won the JD Powers! Wah wah wah....wah wah.
Forget grandpa. How about the Sasquatch hunter?!
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Old 05-13-2015, 08:19 PM
  #24  
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Originally Posted by Mesabah View Post
I give out only the estimated time till push, the flight time, and a simple thanks. Really, that's all they want to hear.
I've been doing the speech for most every flight for the last few months. I've got to say that I've been surprised at the positive reactions I've been getting from the passengers, lots of eye contact and smiles. I know when I fly in the back I appreciate quiet but I'm not the typical passenger. I guess most people are just happy to see a person up there.
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Old 05-14-2015, 05:34 AM
  #25  
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It must be the HAT!
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Old 05-14-2015, 07:00 AM
  #26  
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It will be a cold day in H-E-double hockey sticks when I stand up in front of the pax and do a little dog and pony show. It's insulting that the company would even ask us to do it.
I am paid to take the high speed aluminum tube, full of people who generally go through life like a zombie, from point A to point B. I do it safely and efficiently. I might say hello. I might iron my pants before I come to work. I might help someone with an answer to a question. I might give the kids some airplane cards. But I will never, ever, ever stand up and flap my gums to the one or two people back there who are alert to their surroundings and not zombies with their face in their phone.
We at Alaska Airlines absolutely hammer our passengers with noise. Yap, yap, yap all flight long. Most days, I don't even make a PA of any sort. I give my passengers the gift of silence. Our F/A's will make up for it...
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Old 05-14-2015, 07:21 AM
  #27  
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When my kid was 5 years old, she asked me why there is "so much noise coming from the speaker up above". One more PA and she was going to put a piece of paper and gum to cover the speaker. 5 minutes later, she asked for a piece of gum. Enough said!
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Old 05-14-2015, 11:09 AM
  #28  
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You all can thank the F/O who would stand up in front of 1st class and introduce himself as "Capt. XXXXX" and give them the route/weather brief. He never got the picture that being a retired Navy Captain didn't give him the right to extend that title to the airline.

But, the Anglers loved it so now you're all stuck with it.
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Old 05-14-2015, 12:07 PM
  #29  
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Originally Posted by 2loud View Post
When my kid was 5 years old, she asked me why there is "so much noise coming from the speaker up above". One more PA and she was going to put a piece of paper and gum to cover the speaker. 5 minutes later, she asked for a piece of gum. Enough said!
Out of the mouths of babes, gum it is...
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Old 05-14-2015, 12:53 PM
  #30  
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Originally Posted by Packrat View Post
You all can thank the F/O who would stand up in front of 1st class and introduce himself as "Capt. XXXXX" and give them the route/weather brief. He never got the picture that being a retired Navy Captain didn't give him the right to extend that title to the airline.

But, the Anglers loved it so now you're all stuck with it.
I have flown a couple of trips with him. He made several "sight-seeing" type of PAs during the flight, as well as the stand-up-in-front pre-flight PA. After landing, probably 10% of the pax made positive comments on them, not a single negative comment. Plus, one pax turned in a "kudos" for the flight.

So, say what you will, and I am still a probie (for 2 months!), but the pax love the PAs. I think the folks who have been in this industry for (probably) too long have forgotten what it's like to take your first airplane flight, or how doing simple PAs like I mentioned really add to the experience for most passengers. Flying an airplane is really cool, and so is flying in it for a lot of folks. I understand the jaded business traveller might not feel the same, but they are probably in first class with headphones on and a free drink in their hand by the time announcements are made.

Personally, I think the percentage who don't like them is WAY smaller than those that do, just my newbie observations.
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