As every traveler knows, flying internationally with a major western airline isn’t remotely like the experience on a top Asian carrier such as Cathay Pacific or Singapore Airlines. Granted, many Asian airlines are basically sexist, and in their advertising Singapore Airlines exploits the fact that they employ young, good-looking flight attendants. In contrast, the major US carriers obviously have what can charitably be called a seniority policy on the long-haul routes. However, this isn’t the real issue. Most travelers prefer excellent service, and flight attendants on most western carriers have completely given up the effort to provide that.
When I boarded yesterday, I started up the stairs on the 747 to my seat and was told by the attendant to put my suitcase in an overhead bin downstairs. No big deal, other than the sense of being ordered around. It was doubtless also annoying for the people sitting in the last row in business class to discover that their overhead space was mysteriously full.
The impression you get from the attendants on United is that we are all in this unpleasant process of flying together. They read out the ridiculous announcements about how we must stay in our designated areas, comply with all instructions and obey the fasten seat belt sign, with the weary relish of a schoolteacher with a new class. The message: “You do exactly what is expected of you, and this whole experience won’t be too difficult for any of us”.
Before takeoff I was asked to select two out of the three meal choices. There is no pretense that your first choice will be available. I firmly said I would have the fish. By the time it arrived I had dozed off and was roused by a sharp poke. The last thing she wanted was to have to go through this process again. The food is terrible but this is a 14 hours flight and you have to eat something. Even the way they speak is revealing. “Something to drink?”, “vinaigrette or creamy Italian?” are comprehensible provided you aren’t struggling with English, but would it be too much trouble to say “for your salad we have a choice of dressings, etc. etc”?
The seats don’t adjust very well because the springs are old and tired. They have no 115V power outlets for PCs, other than the special connector that requires you to carry a completely new power supply that usually only holds the charge in a computer. If you accidentally disconnect you are toast.
Before landing I was asked if I wanted the second meal service. I asked what it was, and the attendant said she didn’t know, but there was a choice between something hot and something cold, “probably be a fruit plate.” I said “You know, I think I’ll pass, thank you”
Even in business class it is pretty much impossible to get out of a window seat without having to clamber over the person in the aisle row, a process that will wake all but the deepest sleeper.
When we arrived, I now had to retrieve my bag from where I had been told to put it, which meant waiting until the front section of business and first class was all clear or pushing against the traffic coming in the opposite direction.
This miserable experience costs around $7500, most of which is fuel and employee costs. Presumably for airlines like United, employee costs are much higher than a comparable Asian one. Now, I have a little sympathy for the flight attendants on United. They have been pushed around by the management, their pensions have disappeared, they have to implement continuous niggling costs cuts and then listen to passengers complain about them. But surely, they and their management must realize that making the process of flying as unpleasant as this will ultimately affect the survival of the airline.
A postscript: one of the attendants who was serving my section was also on my second flight. She was obviously off-duty, but I heard her complaining to her colleague about the international travel and how she had only three days off: “You know, it’s not healthy.” No doubt about it. For all of us.
