We look at ourselves as the most important safety feature on the aircraft. That's because of our knowledge of how to get out and what to do. But a lot of the passengers are only thinking about getting their Cokes. If they don't get it as soon as they want it, they think their lives are over. They don't look at us as the people who will save them if anything should happen.
Our primary role is safety; secondary is service. But being in the transportation business, you really have to play up the service part of it.
During takeoff we're very busy. Probably the most exhausting part of the flight is just getting everybody on. I try to remember that, when I have 100 plus people on my flight, they're not all on vacation. Some are going for work; some have just lost somebody near to them. Or they just lost the biggest deal of their lives or they're going to present the biggest deal of their lives. And they're all sitting in this tiny little tube together and the emotions are just running the gamut.
Add the fear of flying to that-well, it's not routine for them; there is stress and a lot of nerves.
Dealing with the passengers can be the hardest part. Recently, on a flight, even before we left, I had a passenger who was back in the bathroom smoking. One of the other flight attendants said something to her about it, but she denied it. Later on, we were really delayed, and as we got closer to Phoenix she came back to ask for something to drink and I could smell the cigarette smoke. I understand the addiction because I used to smoke, but it's not so much that she snuck a cigarette, it's the fact that she lied to me and I don't know where she put her cigarette. That's where our biggest fear comes from, causing a fire. I put on gloves and went through the trash can in the rest room. This is where the glamour comes in. It was really disgusting. I found the butt in the trash can along with nothing but paper.
We also have to serve the food. We turn the ovens on and heat up the food, then place the trays in the cart to pass out. But passengers can get so impatient. It's not as if we can stand up right after takeoff. We have headsets to pass out, too, if there's a movie, and someone else is passing out the drinks. And in the middle of all of this, there's always a passenger asking, 'Can I have a pillow? Can I change seats? What about my connection?' Its' constant questions and that's why sometimes passing out the food or drinks takes longer. We're constantly getting interrupted. But, then that's what we're there for.
It's easy to feel harried. It's not like you're out of control or anything, but sometimes you wish they'd just give you five minutes.
And it's easy to feel unappreciated. I've been talked to horribly. But the majority of people I deal with are really very nice. But you always have that handful. And you have to realize they're like that to everyone. You just have to keep your sense of humor. And it always feels really good to get home.
At the beginning the travel part was great, I was single and you'd go out and have fun in different cities, but as time went on that kind got old. Now I'm married and I have twin daughters. Sometimes my husband comes with me on my overnight flights, and that's fun. But my objective is different now. Get there, do my trip, and come home.
The time off is unbelievable. I can't beat it. It's about nineteen days off a month. I get to see my kids more than most people. I've gotten to see more of the world than I ever thought I would. Although we don't anymore, America West used to fly overseas. I've flown to Nagoya, Japan, for example. I might not have picked it as a vacation spot, but still I got to see it, had my hotel paid for-it was great. I've been to Hawaii, too, I don't know how many times, then just around the states. It's been unbelievable. Plus, you get more or less free flights when you're not working. You also get car rental and hotel discounts.
Salaries are another downside though. It's not like what it used to be. The older attendants make anywhere from $40,000 to $60,000. But the airline started what they call a 'B' scale for the new hires. They start off somewhere around $12,000 or $13,000 a year.
Sometimes I sit there and I think, 'what are we doing?' We're a flying restaurant sailing through the sky with a hundred thousand pounds of fuel under us. Who in their right mind is going to get into this thing?
"But most of the people are really, really wonderful. You'll have someone come up to you and say that it's been the best flight they ever had and that makes up for everything."
Expert Advice
I think if you're young and have a lot of energy, it's wonderful. I always joke around and say I'm donning my rhino skin. You need thick skin to do this. I have a flight buddy who teases me and says I'm like Mary Poppins out there. That's what I'm here for. I'm not here to make these people have a miserable trip. I have a hard time saying 'no' to them. It has to be something outlandish. I try not to get bothered by petty things. You're going to see a lot of pettiness, but you can't let it get to you. I had a gentleman who had won a lot of stuffed animals. They were all packed away in the overhead bin. Then another passenger comes in and opens up the bin. All of a sudden he starts throwing all these animals. I looked over and I saw a giraffe flying through the cabin, then an elephant, and a men-key. He thinks it's his bin because it's over his seat. So, sometimes you have to go up to them and say, 'No, it's my bin and I'm sharing it with everyone.' Sometimes you have to treat them as if they're first-graders. I know it sounds silly, but I try to give people little Life Lessons. If someone doesn't say please to me, if they say, 'Hey, give me a Coke,' I smile and say, 'What's the magic word?' I do it with a smile. I've been able to say things to people and get away with it, but you have to be able to wear that smile.
"The key to success in this industry is that you have to be extremely flexible. Different things happen all the time-you get canceled, delayed, and diverted. You have to be able to go with the flow.
"And you can't be chasing the almighty dollar to work at this job. You have to want just time off and flight benefits. That's really where the fun is. I love it. Where else could you put in so little time and have such good benefits?"
