Flight Attendants Getting Required “De-Escalation” Training and 6 Months Free WaPo Access

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Gary Leff is one of the foremost experts in the field of miles, points, and frequent business travel - a topic he has covered since 2002. Co-founder of frequent flyer community InsideFlyer.com, emcee of the Freddie Awards, and named one of the "World's Top Travel Experts" by Conde' Nast Traveler (2010-Present) Gary has been a guest on most major news media, profiled in several top print publications, and published broadly on the topic of consumer loyalty. More About Gary »

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Comments

  1. Your headline makes it sounds like FAs have to read the paper. Which is probably not a bad idea! lol

  2. As a high school administrator for a couple of decades in my pre-retirement life, I’m scratching my head at the word “Apologize.” There is nothing worse than a formulaic apology.

    A much better concept to insert at that point would be “Acknowledge.” Active listening and letting the other person know he or she has been heard, is key to solving conflicts, not “insert fake apology here.” Better yet, “Acknowledge” still fits cutely into the “LAST” acronym.

    “Understanding,” on the other hand, could create real confusion.

  3. Precisely, such stupid LAST de-escalation are only likely to piss people off and make things worse. If I am pissed off, I am already pissed off. The best way to de-escalate is solving the problem directly and quickly. I don’t need you to listen (weren’t you listening when I was first complaining), and I don’t need fake apology (which only waste my time and yours). Fix the damn problem and move on.

  4. There’s some merit in DJT’s diatribes against Amazon as Bezos continues his “colossus at any cost” approach.

  5. With all the expose that had happened anybody that supports is a Russian agent.

    As trump likes torture we hang these Russian agents upside down and beat a confession out of them.

    Yup most southern whites are Russian agent.

  6. AA’s de-escalation training is absolutely necessary given the variety of customers they face everyday and the nature of the service they provide, which is basically a bus ride after clearing TSA checks and arriving one to two hours early. And, then to top it off, being nickel and dimed past the breaking point for most inexperienced travelers.
    It’s a good start, but they cannot please all of the customers all of the time. Accommodating one customer’s needs could be at the inconvenience of other customers. So, go through the instructional courses, but be prepared to enforce rules so that rule abiding customers aren’t trampled by people that think they are flying on private aircraft.

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