I was standing at the gate waiting to board a flight to Chicago, when a family came up that were obviously rushing and agitated. They asked if this gate was for the flight to Denver. The Air Canada flight attendant at the gate said “no” and asked what flight number and the time the flight was for.
The husband replied with the information and the flight attendant said “oh….you are late”. What happened next was simply incredible. The wife started “oh really Sherlock” and then started proportioning blame, throwing insults and saying it was immigrations fault, they had been ages in the queue…. and the husband chipped in by saying that the flight attendant should not be so rude….. It was amazing at so many levels
1. They were late because they did not get to the airport on time. (Your lack of planning does not constitute anyone else’s problem)
2. They had their children with them! Why would anyone want to behave so badly in front of their children? (Parents are the children’s first role model)
3. The flight attendant was not being rude. She simply made a statement of fact. (To assume that the statement was derogatory is a reflection on the person and not the flight attendant)
4. The flight attendant is the best person to help them solve their problem (no point in being rude to the one person that can help you)
The flight attendant was a pillar of professionalism. After checking the computer, she calmly gave the gate number of the flight to Denver to the couple. They marched off without a word of thanks, everyone at the gate fell about laughing and the flight attendant simply said to us all, “happens all the time”!!
She then proceeded to pick up the phone and phone the Denver gate and tell them that a family were on the way.
The moment a person resorts to blaming anyone else for what is happening in their lives, they immediately start to distort reality. The blame takes them into justification mode and they seek someone else to take it out on. They potentially alienate others and even those that may be able to help them. Most of all, they show the world the worst of who they are and become role models to people of lesser understanding.
I have nothing. But praise and admiration for the Air Canada agent on the Chicago gate this morning, who should have gone on her break 10 minutes previously, and allowed nothing and nobody to take away her professionalism for even a second. Marita was a credit to Air Canada and an example of excellent service. I hope her manager is proud of her.