I’ve watched a group of Singapore Airlines flight attendant trainees practice plating meals in a mockup of an A380 business class cabin at the airlines headquarters.
They start laying down servingware “inside out” — serving a window seat passenger that means placing items first by the window, placing one item precisely on the tray at a time and ensuring that Singapore logos face the passenger. Then they switched to a middle seat passenger in the same aisle which meant laying things down in the precise opposite direction.
They practiced asking a passenger if they’d like bread and they practiced pouring champagne. Since this was practice the wine was really water, though red wine was a colored water.
Everything was done precisely and intentionally. The trainees took this seriously and so did their instructor. They worked hard to remember the order of everything and not to forget anything. They needed to ask the passenger at the right time about their bread and their wine, and serve an appetizer correctly.
That doesn’t happen on U.S. airlines in business class, or European ones in my experience either. Each flight attendant also spends one and a half days of their training on hair and makeup. They receive a grooming card that doesn’t just outline the (limited) range of choices a Singapore flight attendant has, the card indicates which of those choices is acceptable for the individual flight attendant. There are 5 approved hairstyles for women, but each woman is told which ones she is allowed to use. There are specific colors for their makeup, and they may be given only one or – if they’re ‘more advanced’ or experienced in making themselves up – two they are allowed to use personally.
After the first day of training some women will spend up to 4 hours getting ready for class, to ensure they look perfect. The standards are new to them and they’re trying to impress during training. I’m told that on average a woman may take an hour doing her hair and makeup for a flight.
Cultural expectations in the U.S. are different. Sara Nelson would lose her mind! And flight attendant training here is mostly focused on meeting FAA minimum qualifications. A flight attendant is there primarily for your safety – which is to say, to satisfy government rules which require them to be there. As a result, training is short and focuses relatively little on customer service.
That’s why I absolutely loved this discussion amongst flight attendants of ways they can go above and beyond in providing domestic first class service. It isn’t required of them. They aren’t going to be penalized for not doing it (or rewarded by their company foe going all-out). They just want to be proud of their performance, each and every day.
- Offer pre-departure beverage without fail
- Address each customer by last name and thank elites for their loyalty (some add handwritten notes)
- Ask frequent flyers up front if they’d like to be woken for the meal
- Take meal and drink orders row-by-row, using surname and a short elite thank-you where appropriate
- Pour drinks into pre-warmed coffee mugs or iced glasses so the temperature is right
- Deliver the first cocktail as a single, but place an extra mini and mixer on the tray so the passenger can “doctor to taste”
- Hand out hot towels and warmed nuts before the meal
- Serve meals so the whole cabin is eating at roughly the same time; two snack-basket passes later, stocked with crowd-pleasers (stroopwafels, quinoa crisps, etc. airline-depending)
- Slow walk the aisle every 10-15 min, making eye contact; clear empties, pro-offer refills, snag trash
- For longer sectors: bring water bottles 30 min before descent (on airlines that stock these)
- Chill beer/juice thoroughly; “burp” soda cans before handing them over so they don’t spray
- Stab citrus with a stir-stick so it rides the rim like a craft-cocktail garnish
- Look up connections/baggage-claim info and jot it on a napkin for each customer during quiet time
- Thank every customer again on final descent, varying the wording so it doesn’t sound like a recording
There are some ‘above and beyond’ service elements where crewmembers disagree. Some feel elite recognition sounds forced and makes non-elites uncomfortable (I disagree, but if you can’t pull it off don’t do it). Some airline rules say “glass only unless asked,” but many hand over the full can automatically; others refuse because it depletes stock and they prefer to stay on top of refills. And some crew find that “fake nice is exhausting” and they deliberately keep it efficient and low-key. Some just can’t maintain a level of genuine interest throughout a flight. It’s a matter of personality type, I think.
Some crewmembers also admit that they just won’t go the extra mile. It’s tiring to be “on” and “super-smiley for hours.” Others complain about working alone in the cabin, in tight galley space, and with limited supplies. And others just aren’t going to take risks going outside of policy for things like full soda cans, or multiple snack passes, and they aren’t going to address customers by name since their company doesn’t require it.
Ultimately, one difference-maker comes down to the resources that the airline offers. How good is a service that says “Mr Smith, thank you for your loyalty—would you like the slop or the gruel?”
Little things though like pre-heating mugs with hot water so the brew stays hot— such a tiny detail, but those who do it report a huge payoff. And how kind is it to think through venting the soda can before delivering it, “so the customer doesn’t shower the rows around them”?
Ultimately, as one crewmember put it, “Customers are so used to being treated like garbage that a simple genuine smile stuns them.”
Airlines and hotels have forgotten that they’re in the hospitality business so my genuine appreciation to flight attendants who – on their own time – brainstorm with each other how to take the initiative and do their job with abandon. Great cabin crew are out there every day. Would you believe the best service I experienced in 2023 and in 2024 both happened on American Airlines?
I don’t care how they treat first —or business-class passengers; standards should be the same for economy passengers, too. Are they third-class citizens who cannot accumulate enough points to fly in first class? I miss the old good times when flight attendants were nice, well-trained, and customer-oriented. Right now, I feel like a passenger is just an obstacle and an unwanted guest for flight attendants.
Tell this to Turkish Airlines, although not a US based airline, they still fail horribly on these points – Slow walk the aisle every 10-15 min, making eye contact; clear empties, pro-offer refills, snag trash
For longer sectors: bring water bottles 30 min before descent (on airlines that stock these)
Most crew members, flight attendants, gate/check-in/baggage and other customer service agents, in-person and over-phone, text, or email… they’re all trying their best and doing just fine, here and abroad. No need to disparage them in any way. It’s a tough gig, and I wish they were paid better and appreciated more. We can do our part by ‘smiling’ their way, too. It isn’t hard. We’re human beings.
My favorite line of all time was flying business class on united back from Sydney years ago
The FA was scolding passengers for not putting their carry on in overhead bins
When we hadn’t had any water for hours I went into the galley and asked nicely
I tried to chat her up and see if I could get her out of her miserable mood
She said and I quote” I try never to look into passengers eyes when walking down the aisle as they are always wanting Something”
Obviously this is a one off as I have encountered many a great FA on many airlines all over the world
for 1990
The pay for airline personnel is above the average salaries for persons working in many land-based service occupations. I don’t believe adding 20 or 30% more to their salaries would change their behaviour patterns which were greatly maladjusted during the last pandemic.
It’s the culture. In fact I’d bet that if US airlines had such stringent training we’d soon hear about “discrimination” and lack of “DEI”. The US has taken the Walmart approach to so many facets of life. I can remember going shopping back in the 70s with my mother and aunt. A department store was a treat. People nicely dressed (not formally), behaving appropriately as well as their children and cultured people working the stores. Today it’s some kind of version of Family Dollar. Why I and millions prefer just to use Amazon.
What I’m finding with American Airlines that despite other flight attendants often getting a bad rap many of them at least try to provide a premium cabin experience of 40 years ago. The younger ones seem to want to do the bare minimum. Unfortunately, that’s probably the way they’ve been trained.
I remember many years ago a news special on the training United flight attendants went through, including the proper way to pour wine. Now personally I might find that a little much but that attention to detail isn’t probably part of training today.
I have received multiple hand-written than you notes on…wait for it @Tim Dunn…on Delta. I appreciate them.
What we call “above and beyond” today was standard operating procedure pre-9/11. What’s changed:
1. Americans want cheap air travel. Cheap comes at a cost…even in the premium cabin.
2. A lot of people in the workforce are no longer motivated by pride in a job well done. They want to punch in, punch out, collect a paycheck and whine about everything along the way. Everything is someone else’s problem.
@1990 I agree that service workers should be given some slack, but they are not without responsibility here. They chose a job where they are on-stage constantly. If they do not like that they should find roles more suited to their preferences, not use it as an excuse for why they don’t want to do things.
While I’m not advocating for mandatory hair styles (unless I get to choose them), there is nothing wrong with expecting flight attendants working in a premium cabin to provide premium service. Isn’t that the whole point of lower pax to FA ratios up front?
@todikaios — Ah, I see you; and you are somewhat comparing apples to oranges above. For the flight attendants, specifically, the key distinction is that they are not ‘land-based.’ While most pilots do alright, financially, and are well-represented, the flight attendants just do ‘okay,’ and have real safety responsibilities, spend a lot of time away from home, and not mere ‘waitresses in the sky,’ as some (not you or I) seem to only think of them as.
As for the non-crew member roles, yes, the executives are already well-paid, perhaps, too much, but those at the bottom, earning $15-20/hour for baggage handling or cleaning, without other meaningful benefits or protections, is just not good enough. It’s simply not a living wage in many communities.
So, yes, I repeat, generally, pay everyone more, except the folks at the top. Let’s get a better grip on the inequities here, in this industry and in-general. The future of our society really does depend on it. Otherwise, folks will ‘act their wage,’ and those on the receiving end may not enjoy it as much. We can do better. They deserve better.
@George is your explanation for why everything is the way it is because of “discrimination” or “DEI” is stale. If you have data to back up your argument let’s see it. Otherwise, you are just gaslighting.
Delta continues to embrace diversity as a strength and…somehow…they continue to be the one of the most acclaimed US airline (a low bar to hit) for service. Why? Because they set an expectation and they hold their FAs accountable. They could be much better, but they’re pretty darn good.
@George N Romey — I know, we’re not Japan, or Qatar, or wherever, so we don’t strictly impose ‘culture’ on the workforce, so much so that they are all subservient drones. Ugh, our ‘rugged individualism’ keeps overtaking the collective good, now doesn’t it? Bah!
@Parker — Sure, responsibility is shared, but in most cases, it’s those at the bottom taking the brunt, while those at the top get away with their mismanagement or even bad decisions, without real consequences to them personally. Good leadership ensures that their folks are well-supported, well-resourced, well-trained. Some do this better than others, for sure. I try to bring them more of my business. As for the longevity, you’ll notice that it’s not like it used to be, since many of the non-government pensions are all-but-gone. In the ‘before times,’ yeah, folks would go 30-50 years at the same company (or its affiliates, you know, mergers, etc.)
I’ve received excellent friendly service while flying Singapore Airlines.. I remember being surprised they were serving ice cream! In addition, their flight attendants tend to be young and smoking hot!
While I don’t normally fly on the routes of S.A., they could easily be my favorite airline.
Singapore is becoming the exception to the rule. Their cabin crew have been the most consistent (and excellent) of all the carriers I’ve flown. They beat the middle-east airlines on that count, as I’ve found their service can be a bit condescending or just occasionally awkward.
Singapore doesn’t pay particularly well, but they’ve managed to maintain the ‘glamor’ of working for an airline, as apposed to most US & Euro carriers that just see it as a job and a chore. Of course, in 2024, all Singapore Airlines staff received a performance bonus equivalent to 8 months of salary, so there’s a strong argument that that little bit of extra effort ultimately rewards everyone.
Parker,
The US is a very informal me-first culture that has totally thrown out serving others.
There are a few places where one can go and be treated very well and I patronize those types of restaurants well; restaurants are much less about food as they are about the service one gets.
DL understands well that it does not have to fight with its FAs or its ground staff and still gets along pretty well w/ its pilots so they deliver better service than the US industry.
DL can do better and I am waiting to see what they do with their new premium cabin and international FA training.
air transportation is a service.
people want to be treated decently.
that is universal
Like the DL flight attendant uploading a “twerking on the job” video and when she gets fired but so many come to her defense that she was “discriminated” against. It’s not her race, it’s her actions in a DL uniform on a DL plane. IT blows my mind that she seems to be totally clueless as to something you should never do. I’d bet my entire bank account her view of “customer service” was not the view 40-50 years ago.
Yes cheap fares plays into this, which means crap wages. Culture plays into this. Too many formerly nice experiences take on a Family Dollar vibe and atmosphere. I was in the Flagship lounge the other day at Miami and these 3 kids are running around on a loud tear and parents seemingly not caring. Back when I was growing up in the 70s when my parents took us into what they called an “adult place” that behavior would have never been tolerated.
There are really only two things that matter to me.
1) Fake nice-ness is really superficial. I don’t need to always be greeted with a smile every time I interact with an FA, but what’s really important is that they don’t outwardly despise their jobs. Rudeness, lack of interest, and showing disdain for pax really rubs me the wrong way and makes me wonder why they would even want a job like that in the first place.
2) Frequent slow-walks down the aisle. Just simply walking down while giving the pax a chance to ask for something shows they care and also avoids the guilt pax like I feel for pressing the call button.
They are always friendly on Southwest!
SQ is my airline of choice to/from Asia and Australia/New Zealand. Flown them many times. Absolutely unmatched comfort, service and food. And a connect at SIN is not a problem.
AF is airline of choice over the pond. DL is airline of choice domestically.
Oh yeah – rather fly Spirit with a connection than AA nonstop. AA is that painful.
Singapore Airlines is way overrated for what it is now. It might have been one of the best a few decades ago, but now it’s pretty ordinary. Recently on a SQ flight I wasn’t even served a drink, the flight attendant just put my pre-ordered meal on a tray and disappeared Then she came by with the drinks cart like 30 minutes later and even then she didn’t ask me what I would want to have for a drink. Now people make mistakes, but there was no remorse for making that mistake. Abssolute worst service I’ve received in business class in a long, long time and that includes carriers that we love to criticize like American Airlines
Customer service in America is usually bad these days so it’s unsurprising that flight attendants on US airlines rarely provide great service. Sadly, I think that ship has sailed (or, perhaps, that flight has flown). We can all survive with “meh” in-flight service, even if the world would be a better place if the airlines demanded more from their employees — and could spend a little more money trying to keep their customers happy.
Naturally, the overwhelming number of flights I’ve taken are domestic (that is, within the US). The best service on board an aircraft was delivered by Virgin America (repeatedly), and by Jetblue once (shortly after they began flight ops and we were flying JFK-SFO in the Mint “throne” seats).
Southwest *used* to be more fun, back in the Herb Kelleher days, or at least when FA’s could play around more onboard than they do today. (Like the time one of the FA’s asked our then 8-year old daughter to help her pass out the peanuts.) And while IMHO Alaska has the best customer service reps in their call centers, I still notice a difference in service and attitude when the FAs onboard came from VX (though that difference is becoming less and less as time passes). Admittedly, however, that could be in part due to my always asking the lead FA if any of the crew are “ex-Virgins.”
I haven’t flown on SQ, so I can’t comment on that. But both Cathy Pacific and JAL have made trans-Pacific flights easy, enjoyable, and efficient.
@Jason — Those ‘throne’ seats on a transcon and a ‘Mint Condition’ really hit the spot!
You should definitely try SQ, though some don’t care for the unusual angle of some of their business class seats. Then again, it’s lie-flat, great food and service, so you can’t complain that much. Plus, you can take the world’s longest commercial flights SQ21/22/23/24 between NYC-SIN!
Maybe I’m just lucky, but I have no complaints about the service that I’ve received when flying American Airlines over the past few years.
I’ve had really good service on AA, in more than one cabin. I haven’t experienced the awful.
@1990, the problem with a lot of FAs finances isn’t what they make but what they spend. Act your wage! Due to the time off available, many of the FAs I worked with had a side gig that afforded them to live life at its best, the rest worked 140 flight hours and were beat.
Some figured it out, most didn’t. The passengers and their cats suffer.
@Pilot93434 — Aww, poor kitties… Yeah, I suppose, if you get used to a certain ‘lifestyle,’ even at the top, it’ll cost you. I mean, who wouldn’t enjoy a few extra rides on their G550 or mega yacht. Washing down the Beluga with Dom Pérignon, all the time. You know, like, it adds up!
I flew from BUF to LAX nonstop today on JetBlue and the cabin crew was great. When I checked in, most seats were taken but when I was on the airplane, a lot of seats were open. The crew proactively inquired if some of the passengers wanted to spread out in open seats. There was two rounds of drinks and snacks. I was asked if I wanted a third can of Pepsi. The flight left the BUF gate a few minutes early and arrived at the LAX gate quite early. By projecting a cooperative effort on picking up the trash, I believe that the cabin crew left the flight pretty clean.
@jns — Glad things went well for you. I appreciate your anecdote. Have a good time in LA or wherever you’re headed.