Customer service This customer But by far My very best As it happened, It was my job It stands to Hester has Some of the "Passengers "When Plane Insanity
is very important to me. That’s why I love Las Vegas so much. That town
has raised customer service to an art form. There’s a whole class of professionals
in the hospitality industry there known as "customer relations managers,"
and these people know how to keep customers coming back for more. They make
it a point to know your favorite colors, whether or not you like onions on your
cheeseburgers, what brands of booze and cigarettes you favor, all to cater to
your every whim before you can think to ask. They even make a point of ascertaining
important dates in your life, like your birthday or your wedding anniversary,
so the hotel/casino can call you up a couple of weeks in advance and offer you
a complimentary room for a few nights.
service fixation of mine is why I refuse to do business with AOL Time Warner.
That company consistently treats its customers like shit. The attitude from
the top down is one of "If you don’t like it, why don’t you take
your business elsewhere?" It would be one thing if they were actually offering
some kind of premium commodity, but AOL is unquestionably the very worst ISP
available, and Time Warner Cable is legendary for frequent outages, lousy service
and shitty billing practices. They’re a lot like Bell Atlantic, whose customer-abuse
track record became so notorious that they had to change their name to Verizon
in an attempt to shake off the stench. No such luck, alas: a monkey in a silk
suit is still a monkey.
the very worst offenders when it comes to customer abuse are the airlines. The
airlines are about as popular as eye snot. I can walk into a strange bar anywhere
in this country and strike up a conversation with anyone about airline horror
stories. They must hire their managers based on how unpleasant they are. The
unmitigated gall of airline management extends well beyond the airports and
airline story actually takes place at the Big Apple Circus. In the fall of 1997
I was working security detail for the BAC during their annual October-to-January
run at Lincoln Center. This is where Big Apple makes most of its money: the
annual fundraising gala is held there, with its pricey tickets and fancy catering,
the New Year’s Eve show is always a big draw and is also a pretty expensive
night out, and there are a number of "tent sales," corporate-sponsored
events in which a company or a charity purchases a whole performance and distributes
the tickets as they will.
Northwest Airlines bought the tent for a performance in late autumn. The artistic
and technical divisions of the BAC, headquartered on the lot itself, are well
known for their expertise and discipline under adverse conditions. The business
aspect of the enterprise, based in an opulent suite of offices on 8th Ave.,
is slipperier than six eels fucking in a bucket of snot and as useless as a
two-peckered billy goat wearing boxing gloves. Some bright light in the office
acceded to Northwest Airlines’ insistence on printing up their own tickets
to this show they’d purchased, and the venal swine in charge at Northwest
overbooked the big top. They distributed 300 more tickets than there were seats,
to their own employees. To make matters worse, then-President Clinton was in
town, fucking up traffic in all directions, and it was sleeting heavily, great
horrible gobs of slush falling out of the sky. It’s bad enough to overbook
a flight: I’ve been bumped myself, it’s inconvenient, but if you complain
about it in an effective manner you can usually get some kind of upgrade or
a free ticket or something. But overbooking a circus tent results in a whole
other problem, namely 300 people standing in a hideous late-autumn ice storm
after having driven in from Jersey or God knows where with the kids getting
all antsy and cold and needing to pee and starting to whine.
to keep order at the front gate. I could have sat in my little heated security
booth and just kept the gate locked, but I figured it would be better if I stood
in the sleet with these people and explained to them that the Big Apple Circus
was not at fault here, which I did. I had just about defused the situation
and gotten tempers back in their boxes when this insouciant little prick
from Northwest, who looked like Porky Pig in a suit, came charging down the
midway and started yelling that everybody should just shut up and take their
medicine, adding, "After all, you got the tickets for free, didn’t
you?" That did it. The crowd surged forward, pushing open the gate and
began to storm the midway. I stood alone against the mob and informed them that
while I was very sorry about their situation and that horrible little man’s
comments, I would have no recourse but to call the NYPD and file all appropriate
charges against any and all parties inside the gate. That stopped them, and
the appearance of Jimbo and Tater and a few other monsters from the crew at
my back served to convince the mob to retreat. The crowd began to disperse,
and I informed my colleagues that it might be a nice idea to keep Porky Pig
away from me, as I had a powerful urge to push him down into the slush and jam
a pen into his right ear.
reason that a company that treats its customers badly is probably going to treat
its employees badly. Elliott Hester reveals some of the abuses heaped upon flight
attendants by their employers in his very funny Plane Insanity: A Flight
Attendant’s Tales of Sex, Rage, and Queasiness at 30,000 Feet (St.
Martin’s Press, 236 pages, $23.95). But his best material has to do with
the antics of the passengers. The book is a series of twisted anecdotes loosely
organized around several basic themes. It is no surprise that alcohol is a major
factor in most of the more colorful incidents that Hester recounts for us. The
mellowest and most enjoyable flight I ever took was back in the 80s, just before
they banned smoking. I was making a jump to California in one of the budget
carriers; I believe it may have been US Air. It was a late-night flight, and
the plane was full of Deadheads en route to some sort of concert or festival.
As soon as the "no-smoking" light went out, these wonderful kids whipped
out joints, hash pipes, bongs and all manner of paraphernalia and proceeded
to smoke out the whole plane. The flight attendants got a little nervous at
first, but soon realized that resistance would be futile and besides, everyone
was just getting increasingly mellow, so why create a scene?
some choice stories involving some of the more bizarre flight crew antics he’s
witnessed over the years. Apparently quite a bit of wild sex goes on in airplanes.
I’ll have to pay more attention in the future, because I’ve never
gotten laid on a plane and it’s got to be better than sitting through some
of the crap that passes for filmed entertainment these days.
more gruesome stories involve no intoxicants or sex acts at all, as these examples
illustrate: "While a female flight attendant was serving food from the
meal cart, a female passenger thrust a small bundle of trash toward her. ‘Take
this,’ the passenger demanded. Realizing that the trash was actually a
used baby diaper, the attendant instructed the passenger to take it to the lavatory
herself and dispose of it. ‘No,’ the passenger replied. ‘You
take it!’ The attendant explained that she couldn’t dispose of the
dirty diaper because she was serving food–handling the diaper would be
unsanitary. But that wasn’t a good enough answer for the passenger. Angered
by her refusal, the passenger hurled the diaper at the flight attendant. It
struck her square in the head, depositing chunks of baby dung that clung like
peanut butter to her hair. The two women ended up wrestling on the floor. They
had to be separated by passengers.
on a flight from Miami to San Juan, Puerto Rico, were stunned by the actions
of one deranged passenger. He walked to the rear of the plane, then charged
up the aisle, slapping passengers’ heads along the way. Next, he kicked
a pregnant flight attendant, who immediately fell to the ground. As if that
weren’t enough, he bit a young boy on the arm. At this point the man was
restrained and handcuffed by crew members. He was arrested upon arrival.
bad weather closed the Dallas-Fort Worth airport for several hours, departing
planes were stuck on the ground for the duration. One frustrated passenger,
a young woman, walked up to a female flight attendant and said, ‘I’m
sorry, but I have to do this.’ The passenger then punched the flight attendant
in the nose, breaking her nose in the process."
is stuffed with marvelous little stories of passenger mischief and flight crew
lunacy. It’s just the book to read on a flight. It’s a fun book, nothing
deep or profound going on in it, just the sort of sophomoric humor you used
to get from National Lampoon’s "True Facts" column. Who
knows? Maybe carrying it conspicuously on your next flight might lead to a Close
Encounter with one of the randy flight attendants Hester describes.
But by far
My very best
As it happened,
It was my job
It stands to
Some of the