DEAR SKY STEWARD HAS MOVED!

Dear Sky Steward is in the middle of a massive refurbishment similar to the one being carried out at Miami International Airport. Only ours will not take 20 years and cost $15 Billion. Be sure to visit us at our new home. http://www.dearksysteward.com

F/A's Annoyed? 7 Ways to Annoy a Passenger? Part 1

DEAR SKY STEWARD HAS MOVED....CLICK HERE TO CONNECT TO OUR NEW TERMINAL!

Dear Sky Steward,

I read an article in "7 Ways to Annoy a Flight Attendant" and to tell you the truth I was a bit put off. Do flight attendants know that there are things they do that irritate the passengers? Let me just name a few:

1. Zombie: Standing there at the door not looking at anyone with arms crossed and coffee cup in hand is an odd first impression for customers, no?

2. Ax Murderer: Hacking away at the ice in the galley with the back turned to the passengers. They are hitting that ice so hard. Don't worry, the ice will get broken!

3. Bin Hog: Crew baggage taking up all the best overhead bins in the front of the plane. Isn't there a closet for that?

4. Iron Jaw: Gum chewing by a representative of a major airline? Who raised you?

5. Prison Guard: Make the announcement for tray tables to be put up, electronics turned off, etc. and then snap passenger heads off as he/she is putting the microphone back in the cradle. Give me just a little more time (remember the song?)

6. Iron Curtain Chef: Overcooking the meals to the point of inedibility! (Is that a word?) I know the main duties of flight crew involve safety, but please!

7. Houdini: The moment the last desert plate is picked up, the flight attendants disappear!

Well, as much as I've complained please understand that I do appreciate flight crew very much. I just wish many of them could understand how much of an impact they have on the overall flying experience.

Thanks,
F. FC Flyer
Dallas, TX


Dear FC Flyer,

The Sky Steward expresses his most sincere regrets that your travel experience has been impacted by these types of occurrences. He has asked that we disclose that in his early years, he was guilty of many of these infractions himself.

Hopefully, many crew members will read this post and use the information wisely; getting a view through the customer's eyes, rather than becoming defensive.

He apologizes for any inconvenience this may have caused you. (He ends every paragraph with that line)

Hunting Season Ends! Frontier Escapes Southwest Takeover

DEAR SKY STEWARD HAS MOVED....CLICK HERE TO CONNECT TO OUR NEW TERMINAL!

Thank goodness! Seeing Southwest Airlines take over Frontier Airlines would be like watching redneck relatives of Sarah Palin blowing away a beautiful herd of deer. Southwest has so many wonderful things about them, but if you gave me a choice of who to fly, Southwest or Frontier, I would definitely be flying with the animals!



(Please refresh browser if photo album is not below)



You see, although I prefer airlines with a premium cabin; puff, puff :) I do love airlines like Frontier that take things to a higher level and their animals do a great job of adding 'heart' to a business that has become more and more cutthroat. Others are Virgin America and Jetblue of course and it would be so nice if the majors got the lead out and raised their standards a bit. Even Air Tran has managed to introduce WiFi fleet wide.

Finally...A Virgin in Fort Lauderdale!

DEAR SKY STEWARD HAS MOVED....CLICK HERE TO CONNECT TO OUR NEW TERMINAL!

Everyone know that I absolutely adore Virgin America! They are coming to Fort Lauderdale on November 18th with 2 nonstops each way to both San Francisco and Los Angeles. Here are some photos from my last Virgin America flight.

Give them a try and I guarantee they will spoil you for other airlines. Let me know how much you love them.

Another New York Celebrity Lands in Miami!

DEAR SKY STEWARD HAS MOVED....CLICK HERE TO CONNECT TO OUR NEW TERMINAL!

I was waiting on some friends to fly into Miami on Swiss International recently. Swiss and many other international airlines use the new J concourse at Miami International Airport. A Carybe mural that was located in the American Airlines terminal at JFK airport has landed at Miami Airport near the international arrivals area of concourse J.



The AA terminal at JFK that was home to the mural was demolished and thanks to a group of American Airlines employees that took action to save the mural, there are many people that will enjoy it for decades to come.

Here is a picture of the AA terminal the mural was located in at JFK. This terminal has since been demolished.

Airline Loyalty Programs...Do they deserve your loyalty?

DEAR SKY STEWARD HAS MOVED....CLICK HERE TO CONNECT TO OUR NEW TERMINAL!

The Sky Steward sounds off about airline loyalty programs. Some friends gently broke the news to him that they were considering leaving the AAdvantage program and moving on to airlines that have provided them with better service.

Did you know that the Sky Steward is still an active Purser for American? Yes, it's true and although he loves the airline, he can't help but understand where his friends are coming from.

Note of warning from the Sky Steward: "Some AA upper management that have not left to Jet Blue or Virgin America may be offended by the content of this video...Please accept my apology for any inconvenience this may cause you" (Have become very used to saying this...it just flows off the tongue)

Watch the video:

Let's fly back in time, shall we?

DEAR SKY STEWARD HAS MOVED....CLICK HERE TO CONNECT TO OUR NEW TERMINAL!


Many travelers, old enough to remember the days when people actually got dressed up to travel, sometimes long for a return to these time when flying was much more civilized. We must remind ourselves that back then, they did not have inflight WiFi and live TV at every seat; but they did have much more style!



I had a very enjoyable visit to the Flight Path Museum at Los Angeles International Airport. The museum is located along the runway just across from the passenger terminals. The building was actually used as a terminal years ago by MGM Grand Air, which operated luxury VIP flights from L.A. to New York.


My favorite part of the visit was being able to spend time with the elegant hostesses of the museum, all former airline personnel. Many of them were stewardesses trained at a time when hostess colleges were more like Miss Porter's Preparatory School than a generic corporate training complex.

If you have the time to visit the museum, it is worth the trip. There is no transportation from the terminals to Flight Path, but if you rent a car, it's about a five minute drive.

Alcohol air-travel side effect: failure to maintain elevation

DEAR SKY STEWARD HAS MOVED....CLICK HERE TO CONNECT TO OUR NEW TERMINAL!

Alcohol air-travel side effect: failure to maintain elevation Click link to read article on examiner.com

Woman's thirst for first class has her seeking air-travel advice

DEAR SKY STEWARD HAS MOVED....CLICK HERE TO CONNECT TO OUR NEW TERMINAL!

Woman's thirst for first class has her seeking air-travel advice



Yet another question posed to the Sky Steward regarding first class upgrades. Will the desire for first class luxury ever subside? Click title to see post on examiner.com

This just in: U.S. airlines serve the worst food | The Stew - A taste of Chicago's food, wine and dining scene

DEAR SKY STEWARD HAS MOVED....CLICK HERE TO CONNECT TO OUR NEW TERMINAL!


See? We're not crazy!This just in: U.S. airlines serve the worst food The Stew - A taste of Chicago's food, wine and dining scene Click on link for full story. One bright spot is the new Managing Director of Inflight Products (this includes meals) at AA. Not only is he hot, he has a great team that is on task!

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Sunwing Airlines customer shocked by inflight spark response

DEAR SKY STEWARD HAS MOVED....CLICK HERE TO CONNECT TO OUR NEW TERMINAL!

Months ago, I received a letter from a Sunwing Airlines customer who shared her frightening experience in which she witnessed a flight attendant creating sparks inflight by manipulating an emergency light in an effort to entertain her fellow crew members with a high-flying pyrotechnics display. The passenger wrote a letter to Sunwing describing this and the overall shocking behavior of this company representative.

Here is the response this customer received months after the incident:

Thank you for your letter regarding your recent experience with Sunwing Airlines. Our customers’ satisfaction is of our highest concern and we sincerely appreciate your taking the time to provide us with your feedback.

We are concerned to read of your disappointment and frustration with the treatment you received by our In Flight crew members. Our intention is to provide our passengers with the high level of service that we endeavor to introduce to the industry. We have sent a copy of your letter to our Director of In‐Flight Services to ensure that this type of behavior is addressed and to enforce that our valued passengers are to always be treated with the highest regards. We assure you this type of behavior is not the customer service standards that we aim for and normally provide. We appreciate all the feedback that we have received and will continue to implement many changes to ensure that we meet your expectations in the packages and services that we provide. We sincerely regret the situation described adversely affected your travel experience.

In closing, it is the dedicated aim of all of us at Sunwing Airlines to offer our clients the best possible service in every aspect of their travel. We sincerely regret any displeasure you may have experienced and we look forward to the opportunity of serving you again in the near future under more favourable circumstances.

Sincerely,
Customer Service Coordinator

Well, I am a bit disappointed with this response. This is not about a spilled cup of coffee, it is about safety being compromised. Considering the situation, wouldn't it have been smart to offer the customer some sort of compensation to not only as a gesture of goodwill, but to also bring the customer back to Sunwing? This situation could have turned much worse and the customer could have contacted Transport Canada rather than the airline itself; firing off an all-out investigation.

Surfing and Shopping In Flight

DEAR SKY STEWARD HAS MOVED....CLICK HERE TO CONNECT TO OUR NEW TERMINAL!

I've been hearing so much about inflight WiFi and wanted to try it the last time that I flew between LAX and JFK; only the last time I was too tired to fire up my laptop. I had another chance this morning and I am writing you now from 40,000 feet up in my business class seat on American Airlines from JFK to LAX. You know what? It works like a charm! I've visited Bonobos online to do some trouser shopping (their pants are perfect for traveling), checked my bank account balance, and then I just could not keep myself away from the temptation to blog so here I am!

To top it off, I asked for a glass of champagne and received an entire tumbler of ice cold bubbly. For $12.95, I've had the pleasure of being completely connected as I cross the country. Is it worth it? I only wish I had not looked at my bank balance!

Find out if your next flight will offer GoGo Wireless Internet

Luxury Luggage Alert: Louis Vuitton Fit for Travel?

Dear Sky Steward,

I've been a longtime, loyal, & frequent customer of Louis Vuitton. I have their luggage, handbags, wallets, key chains, and even their makeup carrier. One of my most prized LV items is my briefcase. I purchased LV over the years because of their quality and durability. I also felt secure in knowing that they stood behind their products.

Something unusual began to happen to my briefcase as the interior lining began to disingrate. This black lining also damaged some of the articles being carried in my briefcase and subsequently on my paperwork and even my clothing. Can you image how unprofessional it appeared to arrive at a meeting only pull a proposal from my briefcase covered with black marks and debris? It actually took me a while to even suspect that this was occuring due to the defective materials used in the construction of the bag.

To further my shock and disappointment the response I received from Louis Vuitton and even Saks Fifth Avenue. After being questioned about how I care for the bags and what I carry in them, I was told the LV policy requires me to pay over $400.00 to repair the bag and correct the problem and replace the defective materials. I must tell you that I own many luxury accessories from LV and others and none of them have deteriorated like this.

I did not realize that an LV "brief" case refered to its short lifespan. I always thought that the Louis Vuitton name stood for something. Am I mistaken? Which luxury luggage brand would you use.

Regards,

Later on Louis

Dear L on L,

The Sky Steward has received several accounts of luxury brands offering less than impeccable service. It seems that the tight economy has caused them rely on their reputations; placing less emphasis on customer service. Sadly, much of the legendary service we've all heard about it from these brands is nothing more than urban legend. This will only work for so long.

Part of the allure in purchasing these high-end bags is that they will last for many years therefore justifying the investment. There are however no guarantee afters all it seems and many of these high ticket brands are focusing more on getting new customers rather than satisfying their loyal, long term clients. Maybe their more about quantity than quality these days.

The Sky Steward suggests that you continue to treat yourself to smaller items from luxury brands (not necessarily LV), but consider less expenive lines for items that will be put to the test such as a briefcase so that you are not disappointed. Tumi is an example an upscale brand that is less expensive but works well with luxury accessories. Give it a thought.

Travel Alert: Ladies' Razor or High Tech Luxury Toy?

Dear Sky Steward:

I am a little embarrassed to ask, but my friends say I should not be. Will the TSA search my bag if I travel with a vibrator?

Signed,
Curious from Chattanooga

Dear Curious,

The Sky Steward understands that it makes you uncomfortable for TSA officers to see your classically shaped vibrator passing through the X-Ray machine. He also wants to make sure that your next trip is a pleasurable as possible and he thinks he has a great solution for you!

He has come across a very clever device that is so discreet you won't have to worry about it being seen by the TSA or even your children. It looks exactly like a ladies razor! Don't underestimate this device. They Sky Steward has received glowing feedback from one of his product testers that described the Tinge as the most highly sophisticated, eager-to-please travel companion she's ever encountered; without a downside. (You don't have to buy it dinner or listen to it talk about itself)

Some more information: It appears to be a wet-shaver that is perfectly suitable to be left out in the open for all to see in a bathroom or in luggage. It has 5 preprogrammed vibration settings and up to 32 customized setting variations with up to 2.5 hours of operation per charge. The Tinge automatically charges in its tabletop cradle.

You're Getting Very Sleepy, Sleepy...Does Inflight Hypnosis Work?

Dear Sky Steward,

I have a business associate that often listens to hypnosis podcasts when traveling. He says that it allows him to relax and reprogram himself. Have you heard of this? Does it work? If yes, Where can I get some?

Sincerely,
Wanting to Stop Smoking
Charleston, WV

Dear Smokey,

Good news. It may be possible for you to lose your desire for cigarettes while taking just one "red-eye"!

Yes, the Sky Steward has not only heard of "in-flight hypnosis" as a way to reprogram and recharge while traveling, he has several of the downloads on his MP3 player.

Below, you will find an interesting article about this topic from Mark Tyrrell who founded a company that produces hypnosis podcasts. Let us know how it works for you.

Reassuring Reasons why Hypnosis is your Friend by Mark Tyrrell

Believe the hype or think for yourself

For too long hypnosis has had a bad or 'difficult' press. If a person doesn't understand something they have 3 options open to them.

1) They might be sceptical and therefore save the trouble of looking further and possibly benefiting.
2) They may conclude it is dangerous and to be avoided at all costs.
3) They may spend time discovering the truth behind the hype.

If you don't know much about a topic it's easy to be suspicious. Some people assume hypnosis is akin to a carnival side show, others consider it mystic mumbo jumbo or 'mind control.' For those who look beyond the hype the truth is far more illuminating.

The most powerful tool you possess

There are potentially huge benefits for those who use hypnosis as part of everyday life. When you understand hypnosis you start to see its potential to improve human performance in the physical, emotional and intellectual realms. For me, rumour, gossip and suspicion weren't good enough.

I determined to learn all I could about hypnosis - I learned every fact and practised every technique under the sun. I took several training courses - some good, some terrible. I invested thousands of hours of devoted study to hypnosis and discovered just what is possible. I hypnotised friends, neighbours and work colleagues. Hypnosis greatly changed things for me on a personal level

How hypnosis helped me

I used to be shy. Thanks to hypnosis I can now talk to thousands at a time and can approach anybody calmly and confidently.

I used to have poor concentration and procrastinate; thanks to hypnosis I can instantly motivate myself.

I used to find physical work outs and exercise exhausting but because of hypnosis I am now in the best shape of my life.

Incidentally I also stopped myself blushing with hypnosis. Now if ever I have a difficult call or conversation coming up, something I may naturally feel reluctant to do (you know the kind of thing) I spontaneously self hypnotise and rehearse the upcoming situation feeling good, with myself remaining calm. In this way I habitually set my own emotional 'blue prints' for up coming situations. Having said that it's naturally that some people have concerns or half digested 'hand me down' ideas regarding hypnosis. A common one is the one about 'mind control.' However what does this really mean?

Why you are more in control of yourself in hypnosis

If someone expresses concerns about being 'controlled' in hypnosis what they mean is they don't want to be like a robot, an automaton that is forced to obey the every whim of the hypnotist. We can't help but influence others but we don't control them. To understand why you need to understand hypnosis better.

So what is hypnosis like?

Hypnosis isn't like a coma. It's not unconsciousness - more a subtle shifting of consciousness. In hypnosis, you can still think logically but you also have access to the 'software' of your mind so that you can update instinctive emotional and physical responses. In fact the hypnotised subject (not the hypnotist) calls the shots. When I hypnotise someone I need to go at their speed and respond to their needs and expectations. Hypnosis will give you more control in your own life because of what it enables you to do.

How can I be so sure?

Because over the decades I've seen all kinds of people, all ages and from all backgrounds turn their lives around thanks to hypnosis. When you use hypnosis for yourself it improves confidence in all kinds of ways. When you use it to change other's lives it just blows you away. This is what I mean.

When I first hypnotised someone to feel no sensation in a painful arthritic arm it was an incredible feeling. When I first cured life long phobias quickly and comfortably I was astounded. When I stopped hardened alcoholics from drinking and even got a heroin addict off the stuff and back into mainstream life again I started to feel angry that people could just associate hypnosis with entertainment.

With the aid of hypnosis I (and many people I have trained and worked with) have helped severely depressed people feel strong and positive again. The rewards and satisfactions are hard to describe. I'm going to take a stand against ignorance and short sightedness around hypnosis and here's why.

Why you need to reclaim hypnosis for yourself

Hypnosis is your birthright. It's nature's optimum learning tool. In fact to learn and perform anything well you need to experience a natural focussing of attention, a natural kind of hypnosis. To be successful hypnosis needs to be your companion and friend.

Successful people use it naturally all the time because hypnosis is natural. It's the way we learn new responses. Unlike medications its side effects are purely positive - one expectant mother I worked with to feel relaxed during child birth later reported that she was also more relaxed when flying!

Hypnosis is easy to learn and every body can benefit. Hypnosis is a safe environment to 'try out' new behaviours and emotional patterns before you experience them for real. So the young man can ask a woman out for a date many times in calm relaxed hypnosis so that by the time he does it for real it feels real and natural and relaxed. Sports people who use hypnosis learn new quicker and more accurately. So hypnosis gives you more control of yourself and your life, it's natural and gives you instant benefits and it's a way of 'trying on' and establishing new patterns of emotional response and behaviour, Hypnosis enables you to develop yourself as a human being.

HypnosisDownloads.com offer a free course called 'Learn Hypnosis in 5 Days'.

Article by Mark Tyrrell of Hypnosis Downloads.com.

Kids becoming restless? Why not read them a story

The Latest iPhone Application That Reads to your Kids! Warning: Shown to reduce inflight seat kicking.


When traveling with the children, one of the biggest challenges is to keep them occupied while staying away from mindless videos or games. There is now an incredibly cool application that turns an iPhone into a very engaging storyteller. iStoryTime is offered for use on the iPhone and offers a library of illustrated and narrated children’s books that may be instantly downloaded over the air; making them available from virtually anywhere.

Children are able to choose whether they would like the book narrated by a child or an adult. The application is super easy to use since “it was designed for 2 year olds”, according to iStoryTime.

Here are some of the features offered by iStoryTime:

• Original stories and illustrations are perfect for pre-schoolers
• Educational alternative to mindless movies and games
• Automatic navigation and narration make it incredibly simple to use
• Narration options: Kids voice, adult voice or silent for self-reading
• Automatic or manual page turn
• Onscreen text and narration develop pre-reading skills

Be sure to let us know your experience with iStoryTime. Connect with iStoryTime on iTunes

Making Room for Plus Size Airline Passengers...Plus More

Dear Sky Steward,

What is your opinion about passengers that are too big to occupy a seat without invading the space of others sitting next to them? I had this happen to me recently and it was super uncomfortable!

Regards,
Squeezed in 24J


Dear Freshly Squeezed,

The Sky Steward has discussed this issue before on the blog, but it has surfaced again since United Airlines began enforcing its policy to protect the comfort of large customers and those seated around them. The Sky Steward believes that everyone should be comfortable. Unfortunately for the larger customer, it requires the purchase of extra space either by purchasing another coach seat or buying a more spacious seat in business or first class.

The Upgrade Bag...A First Class Touch or Mile High Bribery?

Dear Sky Steward,

I have a question. I am flying Delta to Italy in July and we are not flying business class. Do you have any suggestions for me so my flight won't be as horrifying as I think it will be for that long of a flight? I just want to be able to walk when I get off of the plane.

Sincerely,

Longing for Legroom

Dear L.L.

The Sky Steward definitely understands your concerns. He would like to pass along two different methods to deal with “coach-itis” as he calls it.

1. Make Coach More Comfortable. Here are some things The Sky Steward does to make his flights as a customer more comfortable on the rare occasion he ends up in economy :)

• Use pillows and blankets to pad elbows and protect them from the rock hard armrest surfaces.
• Use your carry-on as a leg rest after takeoff. Put it behind your legs rather than under the seat in front of you.
• Take a pill! Calms Forte is a great choice or you can dig an Ambien out of your medicine cabinet.
• Make sure to have your mp3 player with a playlist of relaxing tracks

2. The Upgrade Bag. The Sky Steward claims a 57% success rate with this method. Of course, there must be seats open in the premium cabins in order to provide the most benefit. Create a special gourmet gift bag for your flight crew. This gift bag is to be presented to the Purser or Flight Service Director of your flight to be shared with the entire crew. With some Godiva Chocolates, a Mrs. Prindables Apple, and a bag of gourmet popcorn, The Sky Steward snagged himself an upgrade to first class on Air Canada from Tel Aviv to Toronto (12-hour flight)!

Create your upgrade bag by visiting your nearest gourmet grocery store and assembling items that may be shared by the entire crew. Cookies, candies (gourmet of course) nut mixes, and any other items you can place into an attractive gift bag will delight your crew and make you the favorite passenger of the flight. Visit Dean and Deluca for some ideas.

In cases where the premium cabins are full, The Sky Steward has achieved an 87% success rate of being treated like royalty from take-off to touchdown after presenting one of these bags to the crew. Is this just blatant “mile high bribery”? Maybe, but The Sky Steward says, “why not let the crew know they're appreciated and possibly get better service at the same time?"

Delta Airlines Flight Nightmare: No Light, No Sound! Plenty of Misery

Dear Sky Steward:

My flight on Delta Airlines from Cincinnati to Paris was undoubtedly the worst flight I have ever been on. I understand that the airline industry is suffering, but I think it is unnecessary to subject customers to tattered and torn interiors such as the one that I experienced on this 767-200 aircraft that had seen better days long ago but has been left to become nothing but a flying hot mess. I was somehow willing to accept that, but once we took off it got much worse. As I opened my book to read, all of the reading lights went off. My seatmate, who was watching the movie, had to join me for an impromptu game of charades when out of nowhere, the entertainment system shut down as well.

The flight attendants, who did their best, told us that this problem had been written up before and unfortunately happened again on our flight. Since we had no reading lights, and a passenger revolt was brewing, the crew turned the lights to bright and we had to fly on an overnight flight with bright lights in our faces and no complimentary eye shades (I normally do not need them when the lights are dim). I felt like I was in an interrogation room!

I wrote to Delta about this experience and have heard nothing. Am I being a whiner? What should I do?

Signed,

Sore in Seattle

Dear Sore in Seattle,

The Sky Steward says you are not a whiner. He is hearing more and more of these types of complaints and feels your pain. Recently, he himself had to fly on an aircraft with the first class lavatory and one additional coach lavatory out of service. All passengers were required to use only 2 lavatories on a full 757. There is no excuse for it, but he does know why this is happening.

The airlines are trying to do more with less. They want less planes to fly more routes and therefore unless an engine is falling off of the plane, it flies and everything else such as reading lights and lavatories can wait. He sees this as a general management flaw that occurs when accountants run airlines and not people who have a passion for making customers happy.

Hopefully Delta will respond and offer some sort of compensation (you should at least be offered a generous supply of frequent flier miles). If you do not hear from them soon, write them again. Write to The Sky Steward again if you do not hear from them and he will turn up the heat!

America's Next Airline CEO: Legacy airlines must change leadership to improve results!

Dear Readers,

The Sky Steward, Gailen David, was recently quoted in an MSNBC.COM article regarding the current state of commercial airline service in the US. You may find this article quite interesting.

The Sky Steward continues his campaign to improve travel by promoting Jetiquette. Here is a transcript of a recent address given at Washington Reagan National Airport:

"Hello, I’m Gailen David. In my campaign to promote Jetiquette; I’ve met so many people doing their best to provide exceptional service in spite of many years of challenges in the airline industry. You can’t open up a newspaper without coming across an article chronicling the deterioration of customer service provided by US airlines.

I often ask myself how we’ve gotten to this place and why some airlines in the US do not have the same difficulties satisfying their customers. The most obvious common denominator is the labor management relationship. It seems that the airlines that have more harmonious relationships with their employees, show higher rates of customer satisfaction. Companies with more adversarial environments are seeing higher rates of dissatisfaction among their customers; something that any company cannot afford, at least for very long.

We all know that Southwest Airlines has maintained its position as one of the most well regarded and successful airlines in the world. From the day that Southwest Airlines took flight in 1971, they’ve looked at their people as their most valuable asset. Southwest’s leaders have promoted a spirit of teamwork that serves as its foundation and that in the end results in a customer experience that has made their fun and friendly approach to air travel legendary. You could say it’s because Southwest’s employees are some of the most highly paid in the industry. Although that’s true..I don’t think that’s the whole story. I think it’s all about treating your employees the rights way that prepares them to take care of the customer.

Unfortunately, a much different picture has been painted at many of the nation’s legacy airlines. Despite their extensive route networks, fortress hubs, and vast resources these large airlines possess, they’ve been unable to improve their overall performance and change how their perceived by the general public, as unfriendly, undependable, and even uncaring. In my opinion, the root of the problems at the legacy airlines is the leadership or lack of leadership. These airlines remain plagued by the same problems that existed when many in management first took their positions, some decades ago, but the improvements are negligible. In some cases, as these airlines have laid off workers, grounded planes, and cut routes, these ineffective management teams have continued to take lavish bonuses. I believe that when a corporation furloughs employees or reporting losses, executives should not be permitted to take bonuses for a period of at least 12 months.

For many years, these teams have claimed that bonuses are required to retain talent…well, the truth of the matter is that today’s environment gives access to many talented managers that also have the leadership qualities necessary to keep these companies from suffering the same fate or need of bailout we’ve all witness recently in the banking and auto industries.

Now what does this have to do with you, the airline passenger? Unfortunately, when poor management results in a perpetually antagonistic relationship between labor and management, the customer undoubtedly ends up caught in the crossfire. I spend a lot of time speaking to employees about providing exceptional customer service and the biggest challenge I regularly encounter is a dysfunctional labor/management relationship. It does not have to be this way. The truth is, no one wins in these situations, including the stockholders. It’s a complex problem and the solution starts with having the right people at the top!

I remain optimistic that if everyone stands together and demands swift changes in the management at our nation’s largest carriers, we will all benefit. It’s time to make traveling by air enjoyable again. I’m Gailen David, the Sky Steward. "

Link: Compare executive bonuses at airlines and corporations such as Google