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Category: Chip Wright (page 1 of 14)

Getting ready for class

When you get the call for a new hire class, it’s quite a thrill. But it can also leave you scrambling to get ready to check out of the real world for six to eight weeks.

Getting ready for class is similar to getting ready for your interview. The first thing you need to do is a document check. Your new carrier will  want you to have a current passport with an expiration date at least six months away. You may have to pay for expedited handling, but if you’re close to that window, just get it done.

Next up is your medical. Just about every airline requires all pilots, including first officers, to maintain a first class medical. If yours is going to expire in the next two-three months, consider biting the bullet and getting it renewed early, especially if you don’t want to have to run the risk of getting an appointment with a new doctor in a new city right away. If you decide to wait, be prepared to buy a ticket to get home to your regular doctor if the training schedule gets fouled up.

Your CFI certificate. If you’re coming up on a renewal for your CFI, try to knock that out of the way as well. Even if you have no intention of teaching again, think about how hard you worked to get your flight instructor certificate. You may end up wanting to teach just to work with some favorite clientele, or you may want to pick up some pocket change. And, heaven forbid, if you should have a problem with training and need to go back to teaching, you’ll need it. Additionally, you don’t want to rule out going into the training department at an airline, which is totally different than what you’re used to. Finally, doing a FIRC is time-consuming, and once you are finished with training, the last thing you’ll want to do is sit in front of your computer and bang out all those hours of clicking “next.”

Your driver’s license and pilot certificate. This sounds so simple, but you’re required to notify the FAA when you change addresses, and if your driver’s license is close to expiration, you want to get that renewed as well, especially if there is any chance you’ll be renting a car. If you’ve been bouncing around from one place to another looking for a place to live, you’ll need a mailing address for your new company. And, because you’re going into training, you may well have an event or a ride observed by the FAA. Matching addresses on your certificate, medical, and driver’s license saves some potential embarrassment.

Doctor’s appointments. These may be dictated by your current insurance situation, but you’ll want to use whatever time you can to knock out a basic physical, a trip to the dentist,  and your optometrist if you wear glasses. Once class starts, you will be too busy to be bothered, and a cavity or some other unexpected malady is not something you want to mess with in a new-to-you city.

Packing. You’ll want to have clothes enough to wear for at least a week to 10 days between loads of laundry. The company may or may not require you to have certain equipment at certain points in the training (such as headsets), and you’ll want to take stack of blank flashcards, a notebook, laptop, and spare phone chargers. If you’re driving to class, take a printer. Yes, a printer. It’s amazing how convenient it is when you can print something in your hotel room when you least expect to need to do so. If you’re flying to training, skip the printer, but find out what is involved in using the one in the hotel business center. You may need it for everything from printing out benefits information to getting a hard copy of the fuel system diagrams.

Getting the call for class is both exciting and stressful. But with a little bit of foresight, you can maximize the excitement and minimize the stress. It’s a long slog through the grind of indoc, systems, and the sim, let alone your first flights on the line, but it’s worth it. Don’t make plans to spend time with friends or family or a love interest. You’ll be pretty consumed, and you owe it to yourself, your employer, and your future passengers to totally devote yourself to training. There will be plenty of time to play hard later.—Chip Wright

Behind the scenes

Like any other industry, aviation has a lot of stuff that happens “behind the scenes” that the average Joe isn’t aware of.

In fact, often people within that industry may not be aware of some of it either. After all, how often do you go to a restaurant and think about all the stuff that goes on in the kitchen before you get your food? Someone has to know how much of what to order, and someone has to determine how much of each food to make ahead of time based on demand and popularity.

The airlines work the same way. As you read this, the calendar will be indicating summer. And not just any summer, either, but the first summer after the strangest summer any of us can remember, along with a weird winter that didn’t seem to want to end. Many airlines already have a small team of people working on next winter’s operations. Deicing fluid needs to be ordered well in advance, with supplies adjusted based on expected fleet plans at each airport/hub, training manuals for all affected work groups need to be updated and harmonized, and equipment needs to be maintained, replaced, and repaired. Just getting the manuals updated is time consuming, because at some airports the work is contracted out to a company that handles multiple airlines, so everything has to be written as simply as possible.

Deicing equipment only gets used a few times a year, so functionality checks start early in order to find issues that result from leaving stuff sitting around for months on end. The folks who train the trainers also need to be brought up to speed early so that the training pipeline gets started, staffing can be adjusted, and schedules accommodated.

Another big behind-the-scenes area is the long-term scheduling of flights. Every airline calls it something different, but it’s basically the same: where will we be going, and with which airplanes, in 12 to 24 months. The three big seasonal peaks are Thanksgiving, which is easy (in the relative scheme) to plan on; spring break; and summer vacation, specifically the month of July.

My airline is constantly putting out communications about the next one or two summers, because those busy months drive the training schedule for pilots, and to a lesser degree, flight attendants. Big events factor in as well. For instance, last year, the Olympics were supposed to be a major focus point. COVID changed that, and this year the Games may be held with no crowds. Next year, the World Cup is on the docket, but it’s too soon to say how COVID may or may not affect that event, and that doesn’t take into account which teams may or may not qualify.

Maintenance is another never-ending cycle of planning and contingencies. Airplanes are subjected to some form of light maintenance every day or so, but they also need to be scheduled for “heavy” inspections based on the manufacturer recommendations. These checks pull the airplanes out of service for a few months at a time, and they are scheduled a year or more in advance. A majority of these events take place outside the United States, especially for wide-bodies. That is yet another variable that needs to be accounted for.

There are also unexpected events, like the grounding of the 737 MAX, which was down for two years, got released to fly, and then was partially grounded again. Airlines can accommodate some of these curveballs, but too often the only resort is to cancel flights and issue refunds.

Just like a restaurant that has to plan for a big social event, the airlines have to constantly tweak their plans, and often there are a lot of partners involved and a lot of unexpected ripples that have to be dealt with in the process. It’s part of what makes aviation such a dynamic, exciting industry: There is never a dull or a still moment. But there is always something that needs to be done.—Chip Wright

Sports charters

As we move into spring and summer, the airlines are heading into some of the busiest charter work that they do: basketball tournaments and Major League Baseball. Charters are not the money-makers that they used to be, but they still turn a guaranteed profit for the airlines, and they are an important part of the business model.

College basketball can be among the most challenging, because it is so unpredictable. Nobody knows when a team is going to be eliminated or move on to the next round, so the schedule has to take that into account. Usually, when traveling by charter, the schedule is built to take in the best possible option, which is that the team in question will make the next round. If they lose, then they usually have to sit around for a day or two or three in order to return home on schedule.

If the team is lucky, the contract with the airline can include the flexibility to leave early if they lose, but this is entirely dependent on the airline and its ability to have a crew and an airplane in position, to say nothing of the catering that must be done according to the terms of the contract. Catering and food are a big part of these arrangements, so don’t underestimate their importance.

Baseball is much easier to predict, because the schedule is laid out in advance. That said, baseball charters can be demanding, difficult work because of the hours. Most charters (of any sport) include three total flights at a minimum: one to get the airplane into position, one to actually fly the team, and one to get the airplane back into the regular schedule. The fee charged covers all three, plus whatever crew-related expenses there will be. Most baseball (and football) teams negotiate with a single carrier, and they often use different-sized airplanes based on the trip, with long flights usually requiring a bigger airplane.

For the crew, the job begins with getting the airplane into position, usually by flying it empty to the pick-up point. This is the easy part, and also the most important. It’s also where the problems usually start, because if a game goes late—or really late—it messes up the schedule.

Let’s say a baseball game goes 12 or 13 innings—not common, but not unheard of. That can easily add an hour or more to the schedule. The standard post-game order of events doesn’t change: showers, press obligations, packing, et cetera. The team loads up on buses and heads to the airport. The airplane can be loaded fairly quickly, but being late is being late.

Since most games are played at night, the flight is usually a red-eye of sorts, so the big battle is fighting fatigue. But the job isn’t done. Dropping the team off is usually even quicker than loading them up. However, because charters usually start and stop at FBOs or company hangers, that means the airplane may have to be cleaned or fueled before it can go to the gate. Or, worse, it may have to be flown empty to another city to work a flight. As a pilot who has done these three-flights-in-a-night adventures, I’m here to tell you that the last ones aren’t a lot of fun.

More than once, I finished a basketball charter pulling into the gate as the crew working the first flight of the day was showing up. It was a mad dash to get the airplane ready to go as we slogged off to a hotel or grabbed a seat in the cabin to go home, another baseball team or university (hopefully) grateful to us for a job well done.—Chip Wright

Sterile cockpit

A headline of late was of a pilot in the San Jose, California, area going on a rant that was broadcast on the radio. This is not the first time this has happened, and it probably won’t be the last. The usual culprit is a stuck mic switch.

The FAA has announced an investigation into the incident, and it’s safe to say that if the guilty individual is found, there will be some kind of disciplinary action and/or a fine.

Aside from sounding unprofessional, the transmission apparently took place below 10,000 feet, when an airline crew is supposed to be honoring sterile cockpit procedures. The FAA says pilots are supposed to limit conversation only to flight-related discussion below 10,000 feet. Considering that a number of accidents have been attributed to violation of sterile cockpit—to say nothing of other incidents—the FAA is going to wield its power.

Most modern transport-category radios have an auto-shutoff feature that will shut down transmissions after a certain amount of time. This incident is the reason why—not so much because of what was said, but because a stuck mic can create a safety issue if other pilots or controllers can’t transmit and receive over the stuck mic.

It will be interesting to see what comes out of this, because the other pilot will be in the crosshairs as well for what appears to be a lack of effort to bring the conversation back to the appropriate topics.

It would be naïve to say that sterile cockpit violations don’t happen every day. They do, but that doesn’t excuse it. We all need to be aware of where we are and what we are saying, and anytime we are using a radio panel, we need to make sure that what is meant to stay in the cockpit actually does. It’s easy to miss it when your mic continues to stay hot, but a subtle indicator is the change in your own voice in your ear when you’re using the radio versus the intercom. But that’s the problem: It’s a subtle change, and all too easy to miss. Some radios also have a transmission symbol or indicator, such as a “T” or a “TX” that appears on the screen. Some … but not all.

This incident needs to be a reminder of the need to honor the sterile cockpit. It’s easy to get complacent, but it certainly isn’t impossible to comply. In fact, some pilots I’ve flown with have personally requested that anything below 18,000 feet be considered sterile, the rationale being that even the teens can have a lot of traffic and opportunities for missed radio calls. While that isn’t a necessary step, it’s not an unreasonable one either.

In general aviation, the rules are much more relaxed, but that doesn’t mean you can’t come up with your own conditions that might be “sterile.” It could be an altitude or within so many miles of an airport, or some other definition that you feel will reduce the risk of an ATC mistake or error. Whatever you decided to use, just remember that whatever you say may not only be recorded, but broadcast live on the internet, and the FAA may want to discuss it.—Chip Wright

Some bright spots

As the pandemic appears to be winding down, travel is showing some signs of recovery. Flights for spring break saw some of the highest load factors seen since early 2020, and Americans are itching to avoid another summer of being stuck at home.

Several airlines, including a couple of majors, are showing signs of growth and pilot hiring. United recently announced point-to-point service for several Midwestern cities that are not typically a part of its core hub-and-spoke system. This is a significant departure (pun very much intended) for a company that is so focused on maximizing the hub part of the hub-and-spoke.

Other carriers have also been quietly making adjustments to their schedules as well, and a cursory examination of the announcements shows what was long predicted: Leisure travel is expected to rebound first.

Here’s the best part of the good news, though: Much of this added flying is being done on regional aircraft. That makes sense, because a smaller airplane allows an airline to “right-size” the airframe for the market, which in this case, is relying on zero connecting passengers. If the smaller airplanes fill up, the option always exists to bring in something bigger later or on a seasonal basis. From a pilot perspective, it means more block hours of flying, which means more jobs. Endeavor, a wholly owned subsidiary of Delta, has begun training new-hire pilots, and is expecting to hire as many as 400 before the end of the year. Spirit and United are also expected to see a net growth in pilot jobs.

This is a stark turnaround from where we were a year ago, when pilots at the majors were sweating out the possibility of a furlough. Fortunately, three significant government bail-out bills have kept the airlines afloat and allowed for some creative solutions to be crafted to minimize any lost jobs. It appears to have worked as advertised. Early separation packages got some senior folks to retire, some retraining costs were saved or totally avoided, and the ability to rebound was kept in place. On my last couple of trips, the airways and radio frequencies were jammed, and it was a great sense of normalcy in a year that has had anything but.

Pilots who are interested in stepping up to the regionals or higher need to be updating applications regularly and touching base with contacts at various carriers. Job fairs are likely to be virtual, if they occur at all. But if they do, that face time with a recruiter will be more important than ever before.

Because it stands to reason that many countries will require a vaccine to enter, getting vaccinated should be a priority for anyone looking to get into the travel industry, and pilots will be at the top of that list. The Biden administration is pushing to broaden the ability for everyone to get a shot by May 1, so if you can get one, don’t wait. The airlines have not specifically come out and said that they will require a vaccine, but at least one as hinted that it may, and they may all require future job applicants to have one. There is no point in delaying what feels like the inevitable, especially if it has the double bonus of both protecting you and gaining a leg up on future employment.

What was threatening to be a long period of recessionary activity is now showing signs of hope and recovery. While nothing is ever guaranteed, the signs are positive, and that’s far more than we could have dared hoped for a year ago.—Chip Wright

The beginning of the beginning of the end

As we enter the second year of the pandemic, there are signs of an ever-so-slow return to normalcy. In the last couple of months, airports are showing more signs of activity, from more crowded terminals to more flights arriving and departing. Airlines are cycling more airplanes in and out of storage, and more importantly, they are bringing some out of storage for good. At three U.S. based carriers—United, Southwest, and American—the Boeing 737 MAX has returned to service.

The three big federal payroll protection program (PPP) grants and loans have gone a long way to help stabilize the industry. Employees who were going to be furloughed are being kept on the payroll. Pilots are being kept current, and those who can afford to take some unpaid time off are being given an opportunity to do so. (Two of these PPP blocks have already been signed into law; the third is currently headed toward the Senate, where it is likely to pass.)

Now that the U.S. FDA has approved a third vaccine, we can pick up the steady march toward herd immunity in the United States while also sending extra supply to other nations that need it. This is critical for helping achieve a return toward normal levels of trade, travel, and tourism. It will take some time for the global economy to rebound, but once that recovery gains traction, it should be a steady improvement. Time will tell.

In the aviation sector, this is all great news. Few industries are as capital-intensive as the airlines with as few direct sources of revenue. A number of airlines have already failed, and more may well follow. But the best news is that several airlines that were talking about having to furlough are now actively spooling up their hiring processes.

During the pandemic, agreements were made with various unions to offer early retirement packages to employees, including pilots, and it now looks like there will be a faster recovery in some sectors than originally anticipated. Leisure travel will recover first, and maybe even fastest, as folks look to get away from home after feeling trapped for so long. Florida is open, except for cruises, and flights to and from the state are full and—for now—usually cheap.

Business travel will take longer to recover, but that might also make it more predictable and easier to manage. The international business community will take longer to return as nations slowly lift their travel restrictions and the vaccines begin to reach more and more people. That said, trade shows, meetings, et cetera, that were postponed or canceled will slowly be returned to the calendar, and advance tickets will be sought, bought, and sold.

All signs point to the beginning of the beginning of the end of the pandemic, with a nation and a globe full of people desperate to return to a more normal, familiar life. If this is indeed the case, the airlines have weathered an incredibly difficult path—one that would not have been possible without federal aid, but still they will have succeeded.

It’s too soon to say if the pilot shortages of 2018 to 2020 will return, or will be as severe, but I think it is safe to say that those who want to find a career in aviation will have the opportunities to do so far sooner than we might have thought even a few months ago, and that is indeed welcome news.—Chip Wright

UAL 328

On February 20, after the news of United flight 328 hit the airwaves, my phone began blowing up with people wanting to know if I was flying the airplane (no) or if I was on it (again, no).

In case you’ve been living under a rock or just consumed with the Kim Kardashian-Kanye West divorce, 328 is the Boeing 777 that departed Denver for Honolulu, only to sustain an uncontained engine failure shortly after departure. The crew declared an emergency and coordinated with air traffic control to return to Denver, touching down roughly 30 minutes after departure.

It’s understandable that folks want to know what happened, especially given the unusual pictures of debris that landed on yards in residential areas (the true miracle in this is that nobody was hurt on the ground). I have several theories about what might have happened, and all are realistically possible, but they might also all be totally wrong. One person on Facebook pointed out what appears to be damage to one of the fan blades on the engine, but it remains to be seen if the damage caused the explosion, or if the explosion caused the damage.

What I can tell you is that it will take months, if not a year, for the NTSB to come up with a probable cause. Until they do, it isn’t fair to anyone—the pilots, the airline, Boeing, Pratt & Whitney, the FAA, or any others that come to mind—to  pretend to know what did or didn’t happen, especially in a public forum such as this.

But I will say this: Events like the one on 328 are what we train for. We spend countless hours in classrooms and simulators discussing the myriad ways that normal operations can quickly go “abnormal” or “non-normal.” We brainstorm, we talk, we share, and when we get in the simulator, we get to practice dozens of possible scenarios in which a worst-case event is inflicted upon us. Some of them are hopelessly complex and borderline unsurvivable. Some are based on events that have happened in real life.

When we first start training in a new airplane or with a new company, we often make a lot of mistakes, and sometimes “red screen,”  which is the simulator version for a crash. But then we do it again. And again. And again. And for good measure, we do it yet again. Eventually, certain actions become ingrained; certain processes become second nature; and we tame the beast of unpredictability and the unknown. Our confidence in the equipment and ourselves grows. When training is complete, they trust us to let you, the flying public, to put your trust in us without reservation. And when training is complete, we continue to learn, to talk, to share what ifs. We do this every year.

I saw the word “scary” a lot. And I’m sure that the passengers were terrified, especially those that could see the engine doing things it shouldn’t do. As for the crew, my guess is that after a moment of unprintable words and an adrenaline rush, they immediately focused on what needed to be done.

First, fly the airplane. Identify for certain which engine is compromised, and to what extent.

Second, navigate. This flight was headed west, so terrain clearance over the Rockies was probably an early concern. The weather was good, which helped.

Third, communicate, first with each other, and then with ATC. Once an agreement was made on what the issue was, the appropriate checklist needs to be executed. One pilot likely took over the flying and radio, while the other handled the checklists.

Time was on their side. They were at a safe altitude, and there was no inclement weather to complicate the return to the airport. They had plenty of fuel. From what we know so far, the other engine was operating normally, and this is key: The second engine really and truly is a spare, and it really and truly can get a fully loaded airplane safely to an alternate airport. This is just as true over the Lower 48 as it would be had the issue occurred over the Pacific or the North or South Pole.

A far more dangerous scenario, and one we practice ad nauseum in training, would have been an engine failure on the takeoff roll, just before rotation (we call this a V1 cut). At that point, they would have been committed to getting a wounded bird airborne, navigating the transition from barely ground-bound as the wings generate lift, to airborne but with reduced power, which is one of the worst things a pilot can experience.

Losing an engine at altitude? I’ve dealt with this twice, and I’ll take that option over the engine failure on takeoff every time.

Kudos to the crew for a job well done. Years of training, expertise, and experience were put to use. We’ll get the answers about what happened in time, and our system will be better for it.-–Chip Wright

The not-so-light EFB

I used to carry around a flight bag that weighed 40 or so pounds with all of the required stuff stuffed into it: Jepp binders (two of the three-inch ones, totally packed, and a one inch binder not so packed), at least two company manuals, my headset, flashlight, sunglasses, and a small bag of items that were essential to me. If I was lucky, I could squeeze in a paperback book or a few magazines, but in reality, anything else had to go in my suitcase.

Nowadays, the binders and manuals have all been converted to an electronic flight kit, but my bag sometimes seems as though it weighs as much as it did then. I now have two iPads (one for work, and one for personal use, which I use primarily to watch TV or movies or read books on Kindle while I commute), two headsets (one for flying, the other for the aforementioned movies and TV shows), my laptop, a flashlight (some things never change), and an assortment of batteries and chargers.

I also still have the small collection (that isn’t so small) of stuff that I feel like I have to have, such as extra pens and pencils, highlighters, ID badge clippy-thingies, uniform wing hold-on clippy-thingies, a power pack for charging my phone or an iPad, dental floss, and an assortment of over-the-counter medications that are probably older than my nearly 20-year-old-kids, but might still work in a pinch. Somewhere in there I’ve also managed to cram in the vest I have to wear during a walk-around, as well as a few books and magazines to kill time in a hotel or elsewhere.

I marvel at the guys who can show up with nothing but the bare essentials to do the job, but it seems like every time I try to declutter, something happens that makes me add back in what I removed, plus a few things I didn’t have before. It doesn’t matter that I likely won’t need any of the stuff I had more than once or twice, the fact is that without “this” or with a lost “that,” a trip that was four days long can feel like one that is 10 days long after the second day.

Fortunately, my suitcase isn’t as bad. I do tend to pack a bit more than I need, since I commute, and I always work with the assumption that I’ll be gone an extra day or so, but the extras in my suitcase are generally limited to the smaller pockets that my suitcase has, or to my toiletry kit. That being said, on the rare occasions that I have actually emptied my suitcase, it does surprise me just how much extra stuff I seem to have in it, but I don’t think I notice it as much since it weighs the same as it always has.

Is any of this to say that I miss the days of binders and manuals and paper revisions? No. Not on your life. But it did making packing a bit easier, because I just couldn’t carry it all.-–Chip Wrightмикрокредит первый займ без процентовзайм экспресс нефтеюганскзайм на карту без отказа и проверок

Missing the classroom

Training, it seems, never ends. Back in the day, all training took place in a classroom, a teacher lecturing and sharing wisdom, knowledge and a few lies, students dutifully taking notes and pretending to understand what was being said, all the while taking the lies as true gospel.

Nowadays, less training is done in the classroom, and more is done on the student’s own time. Ironically, the general aviation world got a bit of a jump on this with the introduction of self-study books by Gleim, ASA, and a few others. Ground schools, once immensely popular, began fading away.

Nowadays, the trend is to do virtually everything, well…virtually. Even when I was going through new-hire training at my current airline, the actual learning and introduction of most of the material was done through Computer Based Training (CBT) in the hotel, and the classroom time had almost nothing to do with what we were supposed to be learning. This was less true when we began to learn the systems of the airplane, but not by much.

Today, all continuing education is completed on our personal time. We get paid once it’s all done, but we are still giving up some of our personal time so that the airline can save huge sums of money on the costs of hotel rooms, transportation, per diem, et cetera.

A friend just finished training on a new airplane, and we were commiserating how different the learning environment is today versus what it was in the past. We both agreed that the old days were better for learning. There is just something better about listening to a teacher who actually knows the airplane tell you how things work in the real world. The opposite, of course, is having to deal with instructors who have absolutely no real-world knowledge of the airplane, and instead just regurgitate what is on the PowerPoint slide or what they themselves have been told—and that was pretty common for a while.

The classroom setting had a lot of advantages: It facilitated open discussion; questions could more easily be addressed, and confusion minimized. The structure of the day also helped, since most blocks of time were 50 to 60 minutes, which kept you on a predictable pace. Not so much today. I just recently had to finish an online course for 737 MAX return to service, and it was drudgery. Most of it was the same material I had learned when the airplane first came into service, but even the new material was often boring. Worse, I won’t be flying the airplane until at least spring, if not summer or fall, so I may have to do a review when it comes up on my schedule. However, unlike the initial rollout, I will get some sim time, and I’m looking forward to that.

We now do continuing ed around the calendar, and we can space it out or cram it all together. Both systems work, but waiting until the last minute is both stressful and hellacious. Either way, it’s too easy to get distracted and not learn as much as we might, but the old days simply aren’t coming back, and that’s a shame. I miss the days of the “There we were…” stories, as they often made it easier to remember the nuances of whatever was being described.

Now, I just click “Next” and watch the timer creep closer to the next slide.—Chip Wrightзайм великий новгородзайм на счет кивимоментальный займ без отказа

Customer service and COVID

“Customer service,” unfortunately, is not usually synonymous with the airlines. We’ve all heard or experienced the horror stories of lost bags, exorbitant fees, lost kids, and heaven knows what else. But in this era of COVID, customer service is taking on new meanings and new challenges.

In the post-9/11 world, it is all but impossible for a pilot to leave the flight deck to deal with an unruly passenger, yet more passengers seem to be more aggravated and aggressive than before.

With the proliferation of masks, there has been a rise in cases of people who don’t seem to be willing to fully comply with the new rules, though the rapid spread of the virus has helped to some degree. In my recent travels, I’ve seen a number of confrontations that could—and should—have been avoided, and in this case, most of the blame falls on the customers, not the airline.

Every airline is now not only requiring a mask, but also requiring passengers to acknowledge the new rules when a ticket is purchased and/or during the check-in process. There are also numerous announcements made at the airports (which have their own rules), as well as on board the airplanes.

Flight attendants routinely remind everyone of the requirements for a mask, usually as a part of the first public announcement, and then regularly thereafter. On top of that, most captains are also emphasizing the need for a face covering, with reminders that noncompliance will not be tolerated.

In my 20-plus years in the airlines, I’ve never seen such a universal effort to ensure compliance using such harsh measures. Instead of just offering a verbal warning, noncompliant passengers are being escorted off the airplane, and are quickly finding themselves on a list of passengers who are banned from that carrier until at least the end of the pandemic, and maybe longer.

Pilots can still help defuse some situations on the ground, but in flight, they are relying on the cabin crew and potentially any crew members riding along on the flight. There have been several cases of pilots witnessing a disruptive situation from afar, and stepping in to offer support of the employees on the ground (usually the gate agents).

Because the overwhelming number of passengers are folks who fly only once or twice a year, they may be dealing with situations where they have to keep the mask on for longer stretches of time than they are used to. This may make them uncomfortable or just frustrated. That’s understandable. But there are also other folks who are not totally sold on the stated efficiency of aircraft cabin filters, and those are passengers that we can’t afford to lose. Just about every flight in the air these days is losing money. Tickets are cheap and seats are empty.

It is imperative that we all be sensitive to one another, but it is also imperative that we understand that we tacitly agree to abide by certain rules when we go to certain places. That includes, for now, the masks. Speaking up so as to be heard, as well as speaking slowly and clearly, also help. Sometimes someone just needs to be vent and be heard. Often, if they feel some validation when they need to talk, they will readily go back to full compliance. Give eye contact and a genuine ear.

This new norm is going to be with us for a while, and we all need to work together to get to the other side of the pandemic. In the meantime, we all need to use our best “customer service” in all facets of our lives.—Chip Wright
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