00:00Okay everybody doing okay? Hey ma'am uh tray table needs to be cleared for the
00:05service. Reading material away please. I'm in the middle of something. Um can I keep it
00:11just until you pass? No ma'am it's a safety issue. But the tray is down and the cart isn't
00:18really
00:20at my row yet. Ma'am policy requires items cleared during service. But the journal is flat.
00:26I mean look at it it's on the tray it's not blocking anything. Ma'am I would appreciate
00:32your cooperation. Can you point to me where in the policy that is written? Ma'am I need you to
00:39clear the tray immediately before we have any problems.
00:55Hey excuse me can I have some water please? The carts moved past your row. I'll circle back.
01:02But you haven't even offered me anything. The service goes in order. I'll get to you. Don't worry.
01:16I'm sorry about that. Oh you didn't have to do that. I wanted to. Oh thank you.
01:30All right. Here we go. A little food for you. Boom.
01:43Oh excuse me there's no cutlery? Yeah it should be on the tray.
01:48It's not on the tray and it looks like you dropped stuff all over me. Oh yeah here we go.
01:57Done. Have I done something to inconvenience you sir? I don't know what you mean by that.
02:03I think you do. I think you know exactly what I'm talking about. Ma'am I'm busy. Okay you're not
02:09my
02:09only passenger. I'm aware of that. And I'm asking about how you're handling this particular passenger which
02:17happens to be me. I treat every passenger the exact same. Do you? Is there something specific
02:24that you would like to raise to me right now? Yes there is something specific I would like to raise.
02:30You passed my row on the cart without offering me anything. Then you told me you'd come back. But you
02:38didn't.
02:39The cutlery was missing from my tray and the way you just delivered it like a mic drop?
02:46Like it was accidental? I mean what have I done to you? Ma'am I set it down. The cutlery
02:53was in my pocket.
02:54It's standard when a tray is missing. What what's going on here? From six inches above my tray you drop
03:01it?
03:02I didn't realize that the height was going to be such an issue. Oh well I think you did. I
03:06don't have
03:06time for this. I have a full cabinet. I understand you're so busy. I'm asking you to be honest with
03:13me
03:14for just 30 seconds. I have been completely professional here. Professional people
03:21offer drinks during a cart pass. They hand people their cutlery. I'm done.
03:30Gary. What? The woman in 4A. The way you've been handling her is not consistent with the rest of this
03:38cabin. Yes it is. I treat everyone the same. I have been watching this aisle for three hours.
03:44That is not what I'm seeing. Well you're misreading it then. You skipped her on the beverage pass
03:48and told her you'd come back. You came back for 3B. You came back for 5C. Not her.
03:54I got pulled in another direction. Toward 3B and 5C? Service decisions happen in the moment.
04:01Okay you can't account for every variable. The variable here seems to be the passenger.
04:06You're reading into things. Am I? Then explain to me how she's any different from the passengers
04:12you did go back to. Look I don't owe you an explanation for any of my service decisions.
04:19But if you can't give one, that tells me something. Focus on your section rookie.
04:30I want to apologize for the service you've been getting on this flight.
04:36That's not yours to apologize for. I know. Is there anything I can bring you?
04:40No, I'm fine. Actually, no. I'm not fine. I've flown this airline more times than I can count.
04:52And I've never been made to feel so much of an imposition for the entire flight.
04:58I mean, not once. Not the way he's treating me.
05:03I hear you. You don't need to do anything on my account.
05:07I'm not doing it on your account. I should have said something an hour ago and I didn't.
05:14I'm doing it because that was a mistake. I appreciate that.
05:19Of course. And I'm going to make sure it doesn't happen again on this flight.
05:24Oh yeah? How are you going to do that?
05:27I'm going to have a little chat with him. Good luck. And thank you.
05:35I'm filing an incident report when we land.
05:38What? You're overreacting.
05:40I watched you skip her beverage and not come back. I watched you drop the cutlery onto her tray.
05:46I heard you call her difficult in the galley. That's what I observed.
05:50Some passengers are difficult, okay? You learn to read them over time.
05:54She asked for water. That's not difficult. That's a passenger making a routine request.
06:00In the middle of a cart pass.
06:02Which is when people ask for water. That's the whole point of the cart pass.
06:08Yeah, and I said I would come back.
06:10You didn't.
06:11Well, I had other things to manage.
06:13You came back for 3B. You came back for 5C.
06:16Those were different situations.
06:19How were they different?
06:20Hannah, service decisions.
06:22How were they different, Gary?
06:26You can't say it out loud. You already know what the difference is.
06:30Experienced crew developed judgment about how to manage a cabin.
06:35Okay, you maybe could understand that once you've been doing this longer.
06:50I want to clarify the service standards for this flight.
06:53Meal trays are delivered as configured in the galley.
06:56Beverage requests are handled in sequence during the cart pass.
06:59If you have concerns about your experience, there's a comment form on the airline's website.
07:06Do you understand?
07:10Okay, with all that said, can I have your employee ID number?
07:13That information is available on the airline's website.
07:16It's also available in your brain if you use it and give it to me.
07:21I mean, I'm asking you for it directly.
07:23Don't you have the right to give that to me?
07:25I am not required to provide it verbally.
07:28Is that an airline policy or is that your own policy?
07:32That is the standard procedure of this airline.
07:35Which standard? I'd like to see it in writing.
07:38You can reach our customer service team at...
07:40Your employee number now, please.
07:44Ma'am, if you'd like to raise a concern about your experience...
07:49I am raising one right now with you.
07:53Now, I want your employee ID number.
07:55I have explained the options available to you.
07:59You've explained what you're willing to give me.
08:03Those aren't the same things.
08:05You know what?
08:07We're done here.
08:10Hey, sis.
08:12Hey.
08:15Glad you made it back.
08:17How's the flight treating you?
08:18It's going pretty interesting, funny you should ask.
08:21I don't believe we met.
08:22I'm Captain Harry.
08:24Your name?
08:25Gary, sir.
08:26Gary, I need you to tell me what's been happening at the seat for the last two hours.
08:32It's been a demanding flight.
08:3440 passengers, multiple service rounds, limited crew.
08:38If the timing wasn't perfect at every seat, I understand that's frustrating.
08:41But I have been managing a full section and doing that professionally under significant pressure.
08:46Hold that thought.
08:48You've been working this section today, right?
08:50Yes, I have. Opposite aisle.
08:53Tell me what you saw.
08:54During the first cart pass, he reached her row and moved on without offering a beverage.
09:00She flagged him and asked for water.
09:02He said he'd come back.
09:04He didn't come back.
09:06I brought her water from my own tray.
09:09During meal service, the cutlery was missing from her tray.
09:12When she pointed it out, he dropped a wrapped set onto the tray from above.
09:17And when I raced it with him in the galley, he described her as a, quote, difficult passenger.
09:23Listen, that is a significant mischaracterization.
09:29This woman in 4A is an aerospace engineer.
09:33Gary, she has flown more hours as a passenger than most people accumulate in a lifetime.
09:39She's never been once flagged as a difficult traveler by any crew or any flight for that matter.
09:46Well, I didn't know that. I didn't know who she was.
09:48That's the point. Her treatment shouldn't depend on who she is.
09:52As a crew member who cannot understand that, you don't belong in this cabin.
09:57With respect, sir.
09:59Using a personal relationship to pull rank on a crew member mid-flight is not appropriate.
10:05And I will be raising it with the airline when we land.
10:08You're welcome to do so, Gary. So will I. My account will include what Hannah observed
10:14and the incident report she's already indicated that she's filing as well.
10:19You know, I have rights as an employee. This is not a proper process.
10:24How about for the rest of the flight, you stay out of the business section?
10:29Hannah can cover this along. You go to the rear of the gallery and you stay there.
10:34This is ridiculous.
10:44You all right?
10:45Yeah. I was handling it. I'm just saying.
10:49I know you were.
10:51But I'm glad you came back.
10:52You shouldn't have to deal with that and handle that in the first place.
10:56Yeah. You're right. I shouldn't have to.
10:58And as for you, I'll be recommending accommodation in your file today.
11:04Thank you, sir.
11:06Great work.
11:09You deserve it.
11:12Thank you, sir.
11:14Thank you, sir.
11:15You haven't read it yet.
