Planes, Passengers and Great Service: They Go Together, Right?

So I recently experienced a rather shocking event within the airline industry....

I recently attended an open house hiring event in Chicago for a rather significant player in the airline industry. Upon reaching the group interviews, I discovered that this airline carrier, one you've probably flown more than once this summer on your family vacations, is not interested in customer service professionals. Here are my observations, which might some shed light upon why customer service sadly seems to be lacking in the airline industry....

Upon arriving at the hiring event, I encountered the traditional applicants awaiting their turn for an interview. Typical dress included business suits, dresses and pants suits. These are to be expected, as, after all, we are customer service professionals wishing to acquire the distinct privilege of representing this airline's professional image to its clientele. Unexpectedly, though, I also encountered the male applicant dressed in black jeans and cowboy boots and reeking of alcohol. While perhaps I am not up on my perfumes and colognes, I am guessing there are no such colognes entitled "Budweiser" or "Coors Light." Again, maybe I need to brush up on my scents counters at my local Macy's. Even more shocking was to see several key company personnel walking up and down the extensive line of applicants, shaking this gentleman's hand, with hugs and back slaps all around. No acknowledgment of the professional dressed female standing directly behind him.

Upon entering the group interview, we were asked the typical airline industry interviewing questions, including "Why do you want to be a flight attendant?" and "Why this company?" Let's address the first question. As anyone knows in this industry knows, answers of "I really like people" or "I like to fly" or any combination of both is not acceptable. One should hope you genuinely enjoy people if even considering an airline industry career because you are, after all, responsible for their very lives while on your plane. Oh, and, yes, news flash, you will likely be in planes, oh, well, quite a bit, so, yes, one would hope you enjoyed flying. The typical responses received were these just mentioned as well as something about living in Belize making one candidate a great flight attendant (still trying to figure that one out) or "I'm one of ten kids so that makes me a great leader." While I do genuinely wish that genetics certainly played a much larger role in leadership ability, sadly, throughout our presidential history, that theory has been in much debate. Many applicants responded that their children were either fully grown or grown up enough to suggest the "facts of life to Mom", primarily that she should "get a life and find something else to do" (their words, not my interpretation). How does "empty nest syndrome" equate to "I should be a flight attendant"? While each is certainly entitled to his or own reasons for choosing this career path, mine was simple. I am a flight attendant for four reasons: safety, customer service, dedication to my job and team work. No, these are not "power words." Rather, they are the creed by which I conduct my job on a daily basis.

As for the second question, many applicants said, "Well, I've only flown one or two flights on this carrier" or "I really like the logo on your planes, it's cool" (seriously) or "Everybody I know flies your planes so, I thought it would be a good idea to apply." Hmmm....must be the "band wagon theory for careers." Everyone else is doing it, so, why shouldn't I? My answer was two-fold, personal experience and research on the company. First, I had personally flown on this carrier for 3 years, expenses paid out of my own pocket, and was fully aware of their outstanding reputation. Second, out of 20 applicants, I was the only individual who spent any time researching this company. In my interview, I referenced recent positive newspaper articles about this company which impressed me, as well as the recently hired CEO's positive industry background. Both of these items, I felt, provided me with the stable background for a company that I saw myself retiring with.

One would think in an industry where customer service, its presence or lack thereof, certainly contributes to making or breaking an airline, an airline would be interested in hiring the customer service professional. Instead, the ditsy blond from the South (with an accent so thick one wonders how passengers will ever understand her safety demonstrations), the "leader"/one-of-ten-kids and one of the "mid-life crisis/empty-nesters" were the only three retained for a second interview. Odd. It would seem this airline would be looking for employees wishing to retire with this company rather than simply try them out.

What do I know, I'm just another flight attendant who is intently dedicated to thisjob in providing safety, superb customer service, unending dedication to the job and company, with the ability to fully integrate within a team. Very sad.