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It’s not right, but it’s OK: Take you out of it
The situation at JetBlue really got me thinking. If you aren’t familiar with the story read here.
When I first heard the story, immediately my heart went out to the passengers on that flight, I mean, it doesn’t get any more inconvenient than that.
As the story developed, I actually began to empathize with Steven Slater (although, I would NEVER encourage that type of behavior, under any circumstance).
I want to talk to you about dealing with rude guests. The first thing you must understand is that working in a “service industry” puts us in a vulnerable situation. I mean sure, our sole purpose is to please the customer, ensure that their needs are met. That’s that, period!
What happens when you are disrespected or have reached your tipping point?
There have been times in my days as a hospitality agent, where I couldn’t get a simple, “thank you” out of a guest no matter how far I bended over backward to appease them. This training made me realize that it’s not right, but it’s OK. I say that because as service industry professionals it’s important to note that it’s never you, it’s usually them.
However, reacting in a negative way to their behavior will make it about you, when in fact, it should NEVER be about you, you are there to do a job.
I know that’s where JetBlue’s Steven Slater got it all wrong. He made the situation about him, when he was the one on the clock.
Excellent hospitality comes from within, you must “want” to serve in order for it to work. It must flow out of you, this is the shield that will protect you from exploding when you are being mistreated by a guest. I really need you to get this.
As the generations are becoming more and more privileged, our jobs are becoming a bit more challenging. Today’s society has a sense of entitlement and it’s only going to get worse. I’m encouraging all family travel service providers to have systems (codes of ethics) in place when their guest fly off the handle. It’s time for us to get our head out of the game and lead with our hearts. This, my friends is what separates the boys from the men.
Remember, when it comes to excellent hospitality, take YOU out of it and know it’s not right, but it’s OK. Serve and move on!
Family Travel Suite Celebrates One Year of Informing Families and Shaking Up the Travel Industry
Well HELLO There!
I am pleased to announce that Family Travel Suite has reached a very BIG milestone. We’re turning one year old this month! Wooo hoo!
Thanks to my loyal readers, we’ve informed and entertained over 8,000 of you family travelers.
As you may or may not know, the original intent of this blog is to keep the travel industry on its toes when it comes to the way families are being served when they travel. In fact, that’s what my company, Republic Media International is all about, consulting and educating the travel industry on how to serve the family traveler, smarter.
Well, several of my clients and peers have spoken. They want to read more about how to serve family travelers, smarter, and less about what’s going on in the news. Bummer.
I’m all for change, and now is a good time to make that switch. In the next few weeks, you will begin to notice a new look and feel at Family Travel Suite. I’m going to speak more to the travel industry to ensure that they truly “get it” when it comes to what you families want. I hope you don’t mind.
I encourage you to stay tuned and chime in if I miss something in representing you, the family traveler. Let your voice be heard.
Happy Birthday Family Travel Suite!
I love and appreciate you guys for all of your support.
FAA finds no humor in child tinkering with air-traffic control
The Federal Aviation Administration (FAA) learned that on February 17, an air-traffic controller brought his son to work and allowed him talk to pilots from John F. Kennedy International Airport’s tower. I guess what you do for one, you have to do for the other. The next day, he then brought his daughter to work and let her have a turn instructing pilots.
I’m all for kid-friendly work environments, but this is no laughing matter. There are thousands of lives at stake. Kudos to the FAA, they suspended the father and his supervisor for such child’s play.
I even have the audio of the little boy instructing the pilots. I must admit, it’s cute, and I’m sure this is an experience that the children will never forget.
AUDIO: Child directs pilots
USA Today in the Sky | Thomas Frank
WASHINGTON — An air-traffic controller who let his son talk to pilots at John F. Kennedy International Airport’s tower also brought his daughter to work the next day and let her instruct aircraft, the Federal Aviation Administration said on Wednesday.
The unnamed controller and his supervisor were suspended after audiotapes surfaced on the Internet of the boy speaking to departing flights on Feb. 16, FAA Administrator Randy Babbitt said. The agency later discovered that the girl had come to the tower the next day, it said in a statement.
“This lapse in judgment not only violated FAA’s own policies, but common-sense standards for professional conduct,” Babbitt said. “These kind of distractions are totally unacceptable.” (READ MORE)
Luxury travel company creates online booking site for families
This is starting something BIG! I’m so excited about this new site that’s just for us: families who travel. FamilyGetaway.com is the ultimate spot to book your next trip. It searches for the top amenities like programs for the kids and on site laundry and sitter services. Gee, I’m promoting this new booking engine and not even getting compensated for it, that’s how wonderful it is.Give it a try. The FTS team is always excited to learn about innovative ways to make the lives of families who travel, easier.
Budget Travel | Nina Willdorf
I meet with PR folks all the time in my office, in town to share their news and happenings. Rarely do I get as unabashedly excited as I did yesterday, talking to the team behind LuxuryLink.com about their latest site: FamilyGetaway.com.
Despite the obvious disconnect between Budget Travel and the name of the parent company, LuxuryLink is very much in our world. We covered the discount vacation auction site in our October 2009 issue; at a time when discounting came into vogue, LuxuryLink saw a 91 percent jump in its number of listings in second quarter ‘09, compared to the same period the year before. Clearly, the 13-year-old company is on to something. (READ MORE)
Airlines struggle to resume schedule after snow storm
American Airlines plane being deiced after snow storm hits the East Coast.
Happy Monday!
Wow! We’ve seen the pictures, and I think it’s safe to say that the weather forecast proved true. Two or more feet of snow landed on the East Coast over the weekend, and airports are slowly trying to get those flight schedules back on course as they clear ice off the runway.
Sad to say, but even today might not be a good time to take that flight out. Airports in that region are packed. You may want to go and see for yourself, just to be sure. The FTS team does not have anyone reporting directly to us from the East Coast about the latest. Just in case you decide to give it a shot only to find that you’d rather wait a day or two, ask the airline about waiving your change fee. Many of them are granting this option.
USA Today | Today in the Sky | Ben Mutzabaugh
UPDATED – 10:15 a.m. ET on Monday, Feb. 8: The three airports serving the Washington and Baltimore metro region are still struggling to return service. Flights remain grounded Washington Reagan National as work continues to clear snow and ice. The Associated Press writes the airport “is slated to reopen at 10 a.m. Monday, with flights operating on a limited basis. ”
At Washington Dulles, flights have resumed, but on a very limited schedule. Only about 100 flights out of normal schedule of roughly 700 are expected to operate today, according to NBC 4 of Washington. Adding to fliers’ woes: Washington’s Metro is not yet running to National Airport or to the station that offers Washington Flyer bus service to Dulles.
At Baltimore/Washington International, the airport says it opened one runway at 5 p.m. Sunday, though very few flights have resumed there. BWI says on its website that “airline delays and cancellations will likely continue in to Monday morning. Travelers are advised to check with their airlines to confirm flight status BEFORE heading to Airport. Passengers are encouraged to rebook travel by telephone or airline website, rather than coming to Airport.” (READ MORE)
Airlines ground flights in preparation for major snow storm on the East Coast
Hello FTS readers!
Source: flickr
If you are planning to take a flight out today or tomorrow, reschedule. The East Coast is expected to receive about two feet of snow today, which will affect several flight schedules. If you are optimistic about your travel plans, be sure to check with your airline before you head to the airport. You can even use the handy dandy Flight Stats map in the LEFT column of this blog.
Just follow the arrow!
If you must brave the winter storm in hopes of your flight taking off, be sure to pack an extra set of patience and fun stuff for the kids.
Have a great weekend everyone!
Get the latest about the snow dump here.
UPDATE: Infant recently released from Michigan hospital
As I posted this story, the update popped into my inbox…
UPDATE: MILWAUKEE (AP) — A medical examiner’s report says the infant boy who died after he stopped breathing on a United Airlines flight had been discharged from a Michigan hospital earlier in the day.
The report says 2-month-old Jensen Provencial was flying home to Mission, S.D., with his parents after he was discharged from University of Michigan Mott Children’s Hospital in Ann Arbor, Mich., Wednesday.
The investigator’s report says the infant was born with a congenital heart defect and had spent most of his short life in the hospital.
A passenger on the flight from Detroit to Denver tried to revive the child while the plane made an emergency landing in Milwaukee. The Milwaukee County Medical Examiner’s Office says an autopsy could be done Thursday.
Source: The Associated Press
Infant dies on United Airlines flight, autopsy scheduled
The infant was flying with his parents on a flight from Detroit to Denver on Wednesday about 4 p.m. when he stopped breathing. A passenger on the plane began CPR, but their efforts were unsuccessful.
According to officials, there were no signs of foul play. This is so sad.
USA Today | Today in the Sky
MILWAUKEE (AP) — Sheriff’s officials say a 2-month-old boy has died after he stopped breathing on a United Airlines flight that made an emergency landing in Milwaukee.Milwaukee County sheriff’s Sgt. Philip Wentzel said Thursday the infant was with his parents on a flight from Detroit to Denver Wednesday about 4 p.m. when he stopped breathing. A passenger on the plane began CPR, which paramedics resumed once the aircraft landed in Milwaukee, but their efforts were unsuccessful.
Wentzel says the family is from South Dakota. He says there are no signs of foul play. An autopsy is expected to be done Thursday in Milwaukee.
United Airlines spokesman Charles Hobart confirmed a flight operated by SkyWest was diverted to Milwaukee because of an ill traveler and later continued to its destination in Denver. Hobart says 64 passengers were on board. (READ MORE)
Pilot’s emergency stop before take off, protected by runway safety zone
I tell you, there are some strange things happening among airlines these days.
A US Airways Express Bombardier CRJ-200 regional jet came to a sudden halt from take off, just at the end of the runway on Tuesday. Passengers described the incident as a sudden slam on brakes.
To the pilot’s credit, he did what he had been trained to do, but my goodness! How scary was this for children and adults, alike on this flight? Fortunately, none of the 31 passengers on the Charlotte-bound flight were injured.
USA Today in the Sky | Ben Mutzabaugh
A runway safety system is being credited with preventing “a catastrophic tragedy” yesterday at Yeager Airport in the West Virginia capital of Charleston. The incident occurred around 4:20 p.m. ET yesterday when a US Airways Express Bombardier CRJ-200 regional jet aborted takeoff at the last second, coming to a stop just before a steep drop at the end of the airport’s runway.
“We were taking off on the runway, (the pilot) was going at full speed,” 21-year-old college student Lindsey Robinson tells the Charleston Daily Mail. “All of a sudden he put on the brakes, and the plane was engulfed in smoke and debris.” The jet stopped about 100 feet short of the end of the runway, which sits above a valley overlooking the Kanawha River and the city of Charleston, according to The Charlotte Observer.
“If it hadn’t been for the EMAS, I’m convinced a catastrophic accident would have occurred,” Kanawha County Commission President Kent Carper tells The Charleston Gazette. (READ MORE)
Royal Caribbean resumes port of call close to Haiti
Royal Caribbean's Navigator of the Sea
Royal Caribbean’s decision to go on with its sail dates has caused quite a stir, given their private island, Labadee, is only 100 miles from
Port-au-Prince.
What do you think?
I’m OK with this. As a travel industry professional, it’s important to give the travelers what they want. If it’s fine with the customers to carry on, then, it’s fine, especially in this economy.
MSNBC | Kelly Ranson
As humanitarian aid arrives and rescue workers continue their efforts to rebuild Haiti following the devastating earthquake last week, there’s been much talk about Royal Caribbean’s decision to resume calls on Labadee — the cruise line’s private “island” destination about 100 miles from capital city Port-au-Prince (it was not damaged in the quake).
Royal Caribbean’s Independence of the Seas was the first to return, on Friday. And, despite rumors on Cruise Critic’s message boards that Royal Caribbean might reverse its decision, swapping Labadee for sea days, a cruise line spokeswoman tells us there are no plans to cancel calls. Both Navigator (which arrived today) and Liberty of the Seas (which calls on the port Friday) have been loaded with 80 pallets worth of supplies. On Friday, Celebrity Solstice will make its regularly scheduled stop — also bringing passengers and aid. (READ MORE)
