Cabin Crew on Helping Customer with Cabin Luggage: Yay or Nay?

[Mike P 0]

Airline passenger left with egg on his face following backfired complaint

Read more: http://metro.co.uk/2016/07/27/airline-passenger-left-with-egg-on-his-face-following-backfired-complaint-6032471/#ixzz4FfZRM5Je

 

What do you guys think of this? For me, there's a mindset for customer service and needless to say for flight cabin crew like customer is always right. The argument may seem on one sided and Southwest seems not commenting anything, too.

 

I could see even in MH or AK, regardless how small and petite of the female cabin crews were, they would also help the passengers to load the luggage at the overhead compartment.

Edited July 28, 2016 by Mike P

[Waiping 12]

I have seen a male MH cabin crew specifically told a Japanese passenger no he is not helping to put the bag in the overhead compartment. I thought it was a right move then, considering the bag is so big it shouldn't be allowed to bring onboard in the first place.

[Y. J. Foo 0]

Can FAs help to load the bags to overhead bins? Yes they can, but they are not obliged to.

 

easyJet has a simple policy pertaining hand luggage: so long as it fits the dimensions, and you can put it in and take it out without assistance, there are no restrictions on how heavy they can be.

[Mike P 0]

If the bag isn't a cabin bag, it isn't supposed to be carried on board at the first place.

And again passengers who boarded late may have troubles to locate a space to store their luggage, hence, cabin crew usually will help to find a place for them, too.

[Waiping 12]

Agree. However over here you see passengers with up to 2 cabin bags and another backpack.I blame this on lack of control on the part of the airlines.

[Mohd Azizul Ramli 2]

I can vouched for BA: absolutely no way the cabin crew will assist nor allowed with the luggage.

 

Reasons:

 

Should the cabin crew injures him/her self while helping to do it (break their hip etc), BA's insurance will not cover the injury.

 

The cabin crew is there, first and foremost to provide safety, than anything else.

[Yang Zulhilmi 0]

I can vouched for BA: absolutely no way the cabin crew will assist nor allowed with the luggage.

 

Reasons:

 

Should the cabin crew injures him/her self while helping to do it (break their hip etc), BA's insurance will not cover the injury.

 

The cabin crew is there, first and foremost to provide safety, than anything else.

 

ya. one of my friend was a steward with MH.

2 years back, he suffered a ligament tear in shoulder (or something like that) when he was helping a passenger with his/her cabin luggage..

the luggage fall on his shoulder, once landed at KUL, he went to hospital and doctors verified the injury, he was given a few months of mc because of that incident, he went to undergo some operations, physioteraphy sessions and so on..

and because of the long mc as well, he was one of the many MH staff who were terminated by the company in Sept 2015. how unfortunate

[Josh T 0]

I would never expect the cabin crew to help me put my hand luggage in the overhead bin. It's the passenger's responsibility and if the passenger makes it too heavy, then it's their problem and not anyone else's. Simple as that.

[JuliusWong 0]

The two words "Travel light" are not instilled in Asian mentality unfortunately. Huge carry on with duty free and souvenirs......Maybe airlines should take a leaf from Spirit Airlines which charge you for using overhead bin or Spring Airlines/ Wizz Air which have smaller than ICAO standard hand carry dimension.

 

AirAsia Group is inconsistent on this part too, some outstations are very strict on hand carry (they ask you to throw away your carry on if it does not fit into the weight scale), some not (KLIA2, KBV, MNL).

[Khalil Abd Halim 0]

one of my memorable flight was on SQ when a steward quickly offered to carry my luggage, lead me to my seat and stored my luggage in the bin..and this was in economy class. simple kind gesture means alot in service industry and those cabin crew who stood while looking aimlessly at passengers struggling to store their luggage are purely lazy

[JuliusWong 0]

Excuse me, cabin crew presence is to ensure passenger's safety from point A to Point B. Food and drinks are secondary. So who are you to label them as lazy! If you cannot lift the bag or put the bag on overhead compartment yourself then don't bring one. Do you know that once an injury occured, be it tear ligament, sprained shoulder, the flying days of that cabin crew is over. So be mindful before labelling others as lazy.

[Raj 0]

one of my memorable flight was on SQ when a steward quickly offered to carry my luggage, lead me to my seat and stored my luggage in the bin..and this was in economy class. simple kind gesture means alot in service industry and those cabin crew who stood while looking aimlessly at passengers struggling to store their luggage are purely lazy

 

To you its purely lazy, but if an injury takes place are you going to pay their monthly salary if they are grounded/unemployed due to a severe injury. Use your brains and talk. Just because one person came and helped you doesn't mean you can label the rest as lazy.

[Mohd Firdaus Bolong 0]

Its up to each interpretations of the situation. For me, in medical field, if you see someone, a patient alone on a wheelchair struggling to come to the consultation table/room, I would help. But it's not described in my joblist/ my colleagues joblist to help them push the wheelchair. Nor would I think twice even though myself have a prolapsed intervertebral disc which can be aggravated. On the other hand, I myself always make sure that my cabin luggage is no more than 7kg so I would not struggle to put it up. But that's me, a young man, what if a very frail lady came about? Would all the cabin crew just look? Again up to personal preferences.

[Johan Z 0]

one of my memorable flight was on SQ when a steward quickly offered to carry my luggage, lead me to my seat and stored my luggage in the bin..and this was in economy class. simple kind gesture means alot in service industry and those cabin crew who stood while looking aimlessly at passengers struggling to store their luggage are purely lazy

 

Most carry on luggage are 10 kg or over. Cabin crew can easily injure their back if they had to put a luggage in overheard for all passengers in their aisle for the next 10+ years of their career.

 

I understand if you're an old woman or a child. But if you're a healthy capable man, save everyone's time and do it yourself.

[Khalil Abd Halim 0]

Excuse me, cabin crew presence is to ensure passenger's safety from point A to Point B. Food and drinks are secondary. So who are you to label them as lazy! If you cannot lift the bag or put the bag on overhead compartment yourself then don't bring one. Do you know that once an injury occured, be it tear ligament, sprained shoulder, the flying days of that cabin crew is over. So be mindful before labelling others as lazy.

 

 

 

To you its purely lazy, but if an injury takes place are you going to pay their monthly salary if they are grounded/unemployed due to a severe injury. Use your brains and talk. Just because one person came and helped you doesn't mean you can label the rest as lazy.

 

 

both of you surely didnt read the topic title and my reply clearly, where did it state that the cabin crew have to "carry" the luggage, the word used is "helping with the luggage". if you see passengers struggling to store their luggage will you just stand there and do nothing, even in our daily life isnt it common courtesy to help others who are having difficulties. why suddenly the rule changed in airplane? some people just quick to jump the gun and yes, not only you have to use your brain but please use your eyes to read

Edited July 30, 2016 by Khalil Abd Halim

[Raj 0]

 

 

 

 

both of you surely didnt read the topic title and my reply clearly, where did it state that the cabin crew have to "carry" the luggage, the word used is "helping with the luggage". if you see passengers struggling to store their luggage will you just stand there and do nothing, even in our daily life isnt it common courtesy to help others who are having difficulties. why suddenly the rule changed in airplane? some people just quick to jump the gun and yes, not only you have to use your brain but please use your eyes to read

 

Am i replying to the topic title or to what you wrote? clearly you need to open your eyes and use your brains. A cabin crew is not hired to help you with your luggage. Can you please understand what the job of a cabin crew is. Clearly you need to understand what being a cabin crew is about retard! No bloody airline teaches their crew to help passengers with their luggage.

 

First of all, if a passenger is struggling with their luggage, it is more then likely over weight for a cabin luggage! yeah here we go again. Daily life bullshit! that's why you need to understand that this is not about daily life, courtesy, fish sticks all, its about crew doing their job according to what they should do. Not according to courtesy, or daily life BS!

[Johan Z 0]

First of all, if a passenger is struggling with their luggage, it is more then likely over weight for a cabin luggage! yeah here we go again. Daily life bullshit! that's why you need to understand that this is not about daily life, courtesy, fish sticks all, its about crew doing their job according to what they should do. Not according to courtesy, or daily life BS!

 

I agree! Cabin crews are not superhuman. If a passenger couldn't carry his/her own carry on, I doubt a slender 65kg cabin crew can do the same.

[Mike P 0]

Chill guys! Let's argue professionally here. Again it's a matter of courtesy, surely cabin crew is not obliged to help passengers to store their luggage and surely not cabin crew is obliged not to help. What about minor companion who travelling alone? Not tall enough to store their luggage up there? or even a midget for goodness sake?

 

I do think the ground crew must strictly ensure passengers not to bring oversize or overweight luggage on board.

[Mohd Azizul Ramli 2]

I would suggest a creation of a Luggage Inspector at the aircraft door. This inspector will monitor all cabin luggage brought it and decline any that is too large or too heavy or one with too many. The inspector will gather all these declined luggage at the aircraft door and arrange for it to be put in the cargo hold, with some simple manual luggage management system between everyone involved.

 

This inspector can be a member of the ground agents, a member of the cabin crews or a member of the airport authority personnel.

 

Knowing Malaysians, I could not think of any easier solution than this.

 

 

Background of suggestion:

 

I recalled being late for check in for a flight to MNL that I had to run with my big luggage all the way to the gate, had a few LAGs items confiscated and upon reaching the aircraft door, I was requested the leave the big luggage outside and the cabin crew said they will take care of it. I saw him asking a ground agent with a yellow vest to put the luggage "under" (letak kat bawah). I collected the big luggage at the baggage carousel in MNL so I believe it was put inside the cargo hold. This was with MH. So this Inspector idea is actually doable.

[Mulyadir Fitri 0]

I would suggest a creation of a Luggage Inspector at the aircraft door. This inspector will monitor all cabin luggage brought it and decline any that is too large or too heavy or one with too many. The inspector will gather all these declined luggage at the aircraft door and arrange for it to be put in the cargo hold, with some simple manual luggage management system between everyone involved.

 

This inspector can be a member of the ground agents, a member of the cabin crews or a member of the airport authority personnel.

 

Knowing Malaysians, I could not think of any easier solution than this.

 

 

Background of suggestion:

 

I recalled being late for check in for a flight to MNL that I had to run with my big luggage all the way to the gate, had a few LAGs items confiscated and upon reaching the aircraft door, I was requested the leave the big luggage outside and the cabin crew said they will take care of it. I saw him asking a ground agent with a yellow vest to put the luggage "under" (letak kat bawah). I collected the big luggage at the baggage carousel in MNL so I believe it was put inside the cargo hold. This was with MH. So this Inspector idea is actually doable.

AirAsia does this at klia2, but it is done at the entrance to the departure halls. But checks are random, they can only do it visually and they will inevitably miss some bags due to the volume of pax coming through

[Kenneth Chong WT 0]

Or when there is no more space in the overhead locker. Like AirAsia...you pay for check in luggage on US airlines...1st bag usd25...2nd...usd35. If the ground staff thinks there isn't any space available anymore...they will offer to put your bag in the cargo for free...Had mine done so from Lexington KY to Atlanta then to Greenville SC...

Edited July 31, 2016 by Kenneth Chong WT

[S V Choong 4]

Guys, no personal attack please!

 

For the record, QF and NZ staff will never help you with handling or lifting your bags during check in. Nor would they even tear away your old baggage tag, you will be asked to do it yourself.

 

When flying QF or NZ, you have to put your baggage up to the overhead storage bins, if the cabin crew is kind enough to help, it will be you lifting it along with him/her. They are not required to do it for you.

Edited July 31, 2016 by S V Choong

[Raymund Yeoh 1]

First thing first is all airlines should be strict on the carry on baggage restrictions.....without that we can talk till kingdom come without a solution....

Personally

1) I really hate it when people bring their " whole wardrobe " as carry on luggage

2) I really hate it when people bring say 2-3 bags as carry ons and while walking down the aisle, he or she will put some of it in front when this person is seated somewhere to the back. I seen this before many times and I always give them a stare as it just takes away the space for actual people who want to store their stuff in the place where they are seated

[KK Lee 5]

On certain aircraft type like 777, overhead cabin bag compartment is drop down type. Closing these compartments need as much force if not more as storing bags.

[JuliusWong 0]

Firstly, cabin crew main job is to ensure passengers' safety, it is not part of their job scope, IT IS THEIR main job. Serving drinks, food and pushing duty free cart are extras. Try flying Jetstar Australia and some other US airlines, they will ask you to put the luggage yourself, and they won't push the cart unless you ping them using call button. And they won't be bothered to ask other able-bodied male passengers to help you.

 

Secondly, it is not their obligation to ask others for help, so why bother?? They couldn't care less. Call them lack of common sense or whatever you like, this is not a reason for calling them as "lazy" just because they didn't help pax with carry on when they are "supposed" to.

 

Third, FYI, most if not all airlines including SQ prohibits their crew from assisting in pax hand carry and it is stated in their contract. Either minimal or no medical coverage. You want to help? If something happened to you, you are on your own. The company will gladly terminate your service in short notice. And you are left jobless in split second while facing a huge medical bill.

Edited July 31, 2016 by JuliusWong