As Cabin Crew your job will involve using a lot of initiative, and making a lot of decisions on each and every flight you work on – from the mundane, everyday decisions to the dramatic and even life-saving ones!
Because a large part of the role will involve you providing customer service to the passengers, a number of these decisions will revolve around the requests and wishes of your passengers.
It’s up to you as Cabin Crew to decide whether it’s appropriate or possible to fulfill these.
Some requests will of course be completely unreasonable, as is always the case when you’re working with members of the public!
But making the decision to help a passenger out and make their flight a bit easier can have an impact on both their flight and your career.
Though we had various passengers asking to be moved to the empty rows after take off I made the decision to move this lady, which meant that for the duration of the flight she had a seat each for her children and could stretch out a little herself and get a bit more comfortable.
She thanked me repeatedly and I was delighted weeks later when my supervisor told me that the passenger had contacted my airline online to compliment my behavior – the decision I made had obviously meant a lot to her!.“
Laura, TUI Cabin Crew
If there is a serious issue with a passenger on board it’s the duty of the crew to make the call and inform the captain that the safety of the flight could potentially be compromised, which may mean the flight will have to be diverted.
Ryan, ex BA Cabin Crew
It’s also up to the crew whether a passenger will be allowed to purchase or drink alcohol on a flight, and when to stop serving them. The decision to refuse service more often than not doesn’t go down too well!
On a lighter note we’ve heard tales from Cabin Crew of how they have secretly swapped caffeinated coffee and tea for the decaf version to help induce sleep for their passengers on flights!
Lauren, Ryanair Cabin Crew
When you’re on a busy flight, and already stressed to the max with passengers ringing the call bell, or voicing complaints, it can be hard to think clearly about what the best thing to do might be.
However it’s important that with whatever decision you make you always take the bigger picture into account, and try to avoid reacting in a ‘knee-jerk- manner and making a decision you might later regret.