Pilots and customer service
09-14-2007, 07:04 AM
#1
Gets Weekends Off
Thread Starter
Joined APC: Feb 2006
Posts: 584
Pilots and customer service
Hi all,
I know compnay policies say pilots should be friendly and accessable, but how much face to face customer service to pilots really have to do? I hope it's not much.
And what sucks more: piloting for an airline or working retail?
I know compnay policies say pilots should be friendly and accessable, but how much face to face customer service to pilots really have to do? I hope it's not much.
And what sucks more: piloting for an airline or working retail?
09-14-2007, 07:11 AM
#2
Gets Weekends Off
Joined APC: May 2006
Posts: 282
Really as much as you want to do. Personally I will help if I can. I do not have access to any of the computer systems, so I cannot find what gate your connection is, what the delays are, etc. Really the only info we get is related to the flight we are operating. That being said, If I see someone ask a simple question to a gate agent, and then get treated rudely (which happens all the time at the airport I fly out of), I will offer whatever help I can.
09-14-2007, 08:40 AM
#3
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Joined APC: Jul 2007
Position: 744 CA
Posts: 4,772
As much or as little as you want to. "Customer Service"...could also loosely be interpreted as being helpful when walking thru the terminals, even being polite when commuting to work in uniform etc. I always made it a habit to present a good image to the public when in uniform, while maybe not directly answering a question or the like, it certainly helps with perception of the employees from the flying public.
09-14-2007, 09:26 AM
#4
New boss = Old boss
Joined APC: Mar 2005
Position: Ca B737
Posts: 2,762
When I used to work for United Express, the number one rule of conduct in our Flight Operations Manual was, No chewing gum. (really), but also in those rules was a statement that the pilot was to have NO contact with the public. "Management" thought we were going to start holding out our hat for tips. The also posted signs in the cabin of our aircraft, "It is out pleasure to serve you. Tipping is prohibited."
I always thought is was very obnoxious to tell the customer, "tipping is prohibited."
Stupid managers.
I always thought is was very obnoxious to tell the customer, "tipping is prohibited."
Stupid managers.
09-14-2007, 09:43 AM
#5
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Joined APC: Sep 2005
Posts: 722
flying the 1900 without a flight attendant puts me in a position where i have to deal directly with the customers on every flight. you actually learn to enjoy it, especially the ones that walk up with the fear of god in their eyes when they realize the plane they are getting on. without a doubt it is the responsibility of the pilots to assure the customer that the flight will operate safely, however you go about conveying that message is up to you but i think thats your main customer service responsibility.
09-14-2007, 09:53 AM
#6
Prime Minister/Moderator
Joined APC: Jan 2006
Position: Engines Turn Or People Swim
Posts: 39,292
A few najor airlines may have specific requirements that one pilot stand by the door when pax are embarking or deplaning, but I don't any regionals require this. You can if you want, and some guys like to do it.
I do try to be helpful as much as possible when interacting with PAX, often in the terminal.
I do try to be helpful as much as possible when interacting with PAX, often in the terminal.
09-14-2007, 10:09 AM
#7
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Joined APC: Sep 2007
Position: G550 Captain
Posts: 1,206
At my airline there is no requirement for pilot to stand by the cockpit door as passengers deplane, but most of us do it anyway as that is a good customer relations. Plus that way you sometime gets good feedbacks from passengers whether they enjoyed the flight or not.
I get asked questions all the time when I am walking through the airport terminal or even when I am eating my meals at airport eateries. Try to smile and answer politely even when they dumb questions like where is the restroom when there is a sign right next to them as they are asking you that.
I get asked questions all the time when I am walking through the airport terminal or even when I am eating my meals at airport eateries. Try to smile and answer politely even when they dumb questions like where is the restroom when there is a sign right next to them as they are asking you that.
09-14-2007, 10:32 AM
#8
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Joined APC: Jul 2006
Position: 767 Pilot
Posts: 1,133
I like to say bye to the pax when they get off. Especially if it was my landing and it was a greaser. Or if there's some good lookin girl sittin back there 
Had Naomi Watts on my flight the other day too. Had to say bye to her!
Had Naomi Watts on my flight the other day too. Had to say bye to her!
09-14-2007, 10:36 AM
#9
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Joined APC: Sep 2007
Position: G550 Captain
Posts: 1,206
I've had passengers pat me in the back as I was walking through the jet bridge for job well done. I've also had passenger telling me "great job smooth landing" after I've made a landing in the rain with gusting crosswind. Gives you a shot of energy when you've had a tiring day.
Saying bye to preety girls is always a fringe benefit I just wish it happened more often.
Saying bye to preety girls is always a fringe benefit I just wish it happened more often.
09-14-2007, 10:57 AM
#10
Guest
Posts: n/a
I had an older man get off the Saab yesterday and he just pointed at me and gave me a thumbs up like he was grateful that he made it there alive.
I am always amazed how people still do not understand how the monitors at the airports work with departing and arriving flights. Everytime I walk someone over to the monitor they are amazed like they have never seen it before, but I always smile.
I am always amazed how people still do not understand how the monitors at the airports work with departing and arriving flights. Everytime I walk someone over to the monitor they are amazed like they have never seen it before, but I always smile.
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