Spirit of NKS
01-08-2015 | 08:49 PM
#9441
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Joined: Jun 2008
Posts: 447
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From: More Drag
I think you're right and I will submit an fyi to my soups.
I think the company coming together with one customer service culture, not just with cute smiley posters and phrases, but with real training, efficient/effective processes and rewards for excellence we can actually create a great customer experience while keeping the same product. We have to be a unified front though. Every spirit employee the passenger encounters should be helpful directly or indirectly in them having their questions answered or requests fulfilled.
And yes, I have worked customer service jobs for years and know how nasty customers can be.
Outsourcing probably won't take us in that direction.
I think the company coming together with one customer service culture, not just with cute smiley posters and phrases, but with real training, efficient/effective processes and rewards for excellence we can actually create a great customer experience while keeping the same product. We have to be a unified front though. Every spirit employee the passenger encounters should be helpful directly or indirectly in them having their questions answered or requests fulfilled.
And yes, I have worked customer service jobs for years and know how nasty customers can be.
Outsourcing probably won't take us in that direction.
So, demand proper service and or report it. As PIC it's your job. I've said it before and I'll say it again: Putting on the 4th stripe, takes more than a PC and and a route qual. It takes leadership.
01-08-2015 | 09:26 PM
#9442
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Joined: Jul 2012
Posts: 123
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Ok - so simple question for us down in the trenches pilots: Why can't we execute a simple task like clean cabins or even a more basic task, like operating a flight with at least some rudementary commissary items for a 3+ hr flight?
Just a short FYI and I dont know if this has been communicated down but the company is moving to a new deep clean schedule. Im not entirely sure exactly when it kicks in but if memory serves me right its this or next month that will cut down by about 1/3 the intervals on when the whole thing is scrubbed down. The RON cleans are improving in this program as well and should be more thorough. Although we cant control really how pax trash the aircraft during the flight other than run frequent garbage bag runs we sure as heck can control the bigger stuff.
On the catering subject....a pet peeve of mine was always "The card readers are broken so we are accepting cash only." Not sure how the inventory side has been going but ever since we switched to LSG providing everything including the readers Ive come across much better reader discipline. My best guess is its probably trial and error for them as we are the first test subject in what they are doing (which is something more than just driving a truck up to cater the aircraft).
In a much older post you have expressed your opinion that SW+1 is not a realistic proposition for Spirit Pilots. The economics are not supporting such a raise. Since you have the numbers, and I don't, I can't argue with that.
My statement BTW was more directed towards what SWA can and cant afford not what NK can or cant afford. The situation changes from quarter to quarter. Just my personal opinion but if there was a level playing ground I would pay NK pilots more than WN pilots. I dont really buy the "we have 3 more seats on the A320 than WN does on the 738" when the equipment is the about the same but I do buy the red-eye/international flying that actually takes a toll on you personally and you work in more challenging conditions. If anything, I can see the # of pax be a bigger argument for the F/As which it directly touches.
I will also say my general opinion is that pay should rise for (almost) everyone. However, forget about dragging me into the discussion on the details
01-09-2015 | 05:39 AM
#9443
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Joined: Oct 2010
Posts: 1,499
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I actually agree with you and kindly disagree with posters who say that as long as we make money it doesnt matter. To me it does matter and as long as we are executing on the product in a clean, professional, on time and friendly way thats all that is really needed.
Just a short FYI and I dont know if this has been communicated down but the company is moving to a new deep clean schedule. Im not entirely sure exactly when it kicks in but if memory serves me right its this or next month that will cut down by about 1/3 the intervals on when the whole thing is scrubbed down. The RON cleans are improving in this program as well and should be more thorough. Although we cant control really how pax trash the aircraft during the flight other than run frequent garbage bag runs we sure as heck can control
Just a short FYI and I dont know if this has been communicated down but the company is moving to a new deep clean schedule. Im not entirely sure exactly when it kicks in but if memory serves me right its this or next month that will cut down by about 1/3 the intervals on when the whole thing is scrubbed down. The RON cleans are improving in this program as well and should be more thorough. Although we cant control really how pax trash the aircraft during the flight other than run frequent garbage bag runs we sure as heck can control
This was refreshing to hear. They have gotten a lot better in the past two years I must say and it sounds like they are going to improve even more!
Will the cleaning process make its way forward into the flight deck? There are some flight decks that are so dusty I get allergy flare ups. I have heard there are hepa filters that don't get changed often enough as well though I doubt that's the case.
01-09-2015 | 06:06 AM
#9444
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Joined: Oct 2006
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Bendo claims the cockpit will be included in this new cleaning.
Why it takes more than a day to implement is beyond me though.
Why it takes more than a day to implement is beyond me though.
01-09-2015 | 06:15 AM
#9445
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Joined: Oct 2010
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He talked about this cleaning in July like it was already happening
01-09-2015 | 07:37 AM
#9448
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Joined: Jan 2008
Posts: 492
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From: 319/320/321...whatever it takes.
I don't know if I want an untrained person up front. They won't intentionally touch anything, but I'm sure there will be times where they are trying to get the dirt in between the panels with a hose and bump a switch or two. Or knock off something important. I remember a lot of us had a fit when Mgmt tried to have the gate agents wake up the A/C in the morning for whatever reason they thought was important at the time. The agents were doing what they were trained to do, but walking into a cockpit with switches possibly out of place makes me edgy. But then again, I'm not a very good pilot, and I need all the help I can get.
01-09-2015 | 08:02 AM
#9449
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Joined: Oct 2010
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Be careful what you wish for. You just might get it. I don't know if I want an untrained person up front. They won't intentionally touch anything, but I'm sure there will be times where they are trying to get the dirt in between the panels with a hose and bump a switch or two. Or knock off something important. I remember a lot of us had a fit when Mgmt tried to have the gate agents wake up the A/C in the morning for whatever reason they thought was important at the time. The agents were doing what they were trained to do, but walking into a cockpit with switches possibly out of place makes me edgy. But then again, I'm not a very good pilot, and I need all the help I can get.
I don't know if I want an untrained person up front. They won't intentionally touch anything, but I'm sure there will be times where they are trying to get the dirt in between the panels with a hose and bump a switch or two. Or knock off something important. I remember a lot of us had a fit when Mgmt tried to have the gate agents wake up the A/C in the morning for whatever reason they thought was important at the time. The agents were doing what they were trained to do, but walking into a cockpit with switches possibly out of place makes me edgy. But then again, I'm not a very good pilot, and I need all the help I can get.Agreed. I'm sure that is the main challenge but no need to reinvent the wheel most other major airlines have a way of doing it.
01-09-2015 | 11:33 AM
#9450
Gets Weekends Off
Joined: Oct 2010
Posts: 4,603
Likes: 0
Be careful what you wish for. You just might get it. I don't know if I want an untrained person up front. They won't intentionally touch anything, but I'm sure there will be times where they are trying to get the dirt in between the panels with a hose and bump a switch or two. Or knock off something important. I remember a lot of us had a fit when Mgmt tried to have the gate agents wake up the A/C in the morning for whatever reason they thought was important at the time. The agents were doing what they were trained to do, but walking into a cockpit with switches possibly out of place makes me edgy. But then again, I'm not a very good pilot, and I need all the help I can get.
I don't know if I want an untrained person up front. They won't intentionally touch anything, but I'm sure there will be times where they are trying to get the dirt in between the panels with a hose and bump a switch or two. Or knock off something important. I remember a lot of us had a fit when Mgmt tried to have the gate agents wake up the A/C in the morning for whatever reason they thought was important at the time. The agents were doing what they were trained to do, but walking into a cockpit with switches possibly out of place makes me edgy. But then again, I'm not a very good pilot, and I need all the help I can get.
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