1. Flight Attendant Focus Behaviors
January 26, 2015
What: Smiling and engaging in an open, genuine and attentive way at every opportunity
How:
• Welcoming customers with a smile at the boarding door and continuing to share a smile throughout the flight
• Making eye contact and using body language and tone of voice to project openness, warmth and graciousness
• Sharing pleasantries and engaging customers in light conversation during service and while waiting to board and
deplane - asking them about their trip or offering destination advice
• Recognizing young flyers with “kiddie” wings
• Sincerely thanking customers and wishing them a pleasant journey during deplaning
What: Anticipating what customers need and offering it before they ask
How:
• Assisting a parent traveling with children with their carry-on items during boarding
• Turning on a reading light over a customer who is reading in the dark
• Proactively offering a blanket or pillow to a customer at the window
• Providing assistance to a customer struggling with their tray table or IFE screen
• Recognizing when a customer may need something extra and providing it - like a bottle of water to a winded
customer who ran to catch the flight
What: Being timely, honest and direct in sharing the what and the why
How:
• Using a warm tone of voice and natural inflection when making PAs
• Ensuring a PA is made every 15 minutes from the cabin or the flight deck in a delay situation, even when there is
no new information to share
• Talking one-on-one with customers during a delay situation, and showing them where to find flight and airport
information on the Fly Delta app and in the back of Sky magazine
• Remaining composed and empathetic and offering an apology when listening to customers talk about their frustra
tions with delays or service failures
What: Representing Delta professionally in appearance, behavior and attitude
How:
• Ensuring uniform compliance at all times when in customer view - on and off the clock
• Presenting a polished image throughout the flight and in all interactions with customers and ensuring products
and services are presented consistently and as intended
• Keeping galley noise low and remembering that voices and conversations carry