One of the most overlooked skills in being a professional pilot is using the public address (PA) system. Few pilots are natural performers; most of us are not. While a few give their PAs while standing in full view of the passengers, most of us do not.
Airlines usually require the pilots to give a PA anytime the seatbelt sign is turned on, and some require a PA at the beginning of the flight. Outside of that, much discretion is given to the crew. The general rule is that one should be given just prior to departure, one just prior to the top of descent (TOD), and during any weather encounters.
The PA at the beginning of the flight should be a genuine welcome, along with a quick summary of the flight time, the expected quality of the ride, and perhaps a note about the destination weather. Also worth noting might be certain items that are not working on the airplane that could affect everyone, such as problems with the air conditioning, the on-board WiFi, or unusually long taxi delays caused by weather. The Passenger Bill of Rights also plays a role in this, as does common courtesy. The passengers, after all, pay our salaries, and once the door closes, they’re trapped in a vacuum with little to no information.
Turbulence expectation announcements serve two purposes. First, they let the passengers know that it may not be safe to get up, and they should keep their seatbelts fastened. Second, it lets them know that the flight attendants may not be able to conduct their service in full or in part, or may have to delay it. This is an area that has received a lot of attention in the last few years, because changes in weather patterns have made turbulence encounters more frequent and more dangerous. Injuries to flight attendants who are standing have increased, so the airlines are responding in kind.
I’ve always made it a point early in the mornings to limit my PAs as much as possible because passengers are trying to sleep. When I can, I give them a heads up that we will say as little as possible to avoid disturbing them. That said, it’s important to do a PA prior to the TOD so that passengers who are standing, or need to use to the lav, or return something to the overhead bins, can do so safely. I also try to pass on updated arrival gate information on flights that have connecting passengers. When I can, I tell them where the airplane we are on is going, unless it doesn’t make sense (for instance, if the flight is from ABC to XYZ, and the airplane is going back to ABC, the odds are good that nobody is reversing course after an hour on the ground).
Prior to onboard screens and apps, sightseeing announcements were popular, but that’s no longer the case, especially if someone is watching a movie or a show on a TV screen that will be interrupted by the PA. But…sometimes a good sight-seeing announcement is warranted. On longer flights, the TOD announcement should include the remaining flight time and the weather, along with any anticipated bumps in the descent.
Announcements need to be professional and courteous, not to mention reasonably brief. A great way to practice is to practice giving them while you’re driving or in the shower.
Develop a general outline that you can follow and stick to it. If the flight will be delayed or even cancelled by a mechanical problem, be honest without going into so much detail that you overwhelm your audience. Tell them what you know, and tell them what you don’t know, and don’t make anything up.
Avoid using humor that may fall flat. Over time, you will learn when you can lighten the mood or how to do so in a way that isn’t going to make you look foolish for doing so, but tread lightly. Even on flights to happy places, there may be somebody on board who is going to a funeral or dealing with tremendous personal stress. Try to respect that.
PAs are a great way to make a positive impression, and done right, you will. Practice until it is second nature to hit all the key points. Be genuine, as well as professional. Learn to enjoy them, and recognize that nervous flyers are counting on you to set them at ease. Your PAs may be the reason passengers buy tickets on your airline again. And, they may be the reason that they don’t.—Chip Wright