"I Believe We Can Fly"

While standing in line at the airport recently waiting for my flight to board, I was noticing the different ways that passengers handle the ground rules.

The stress of traveling is apparent on many faces while some show little concern. There are a few aggravated travelers working to remain calm while complying with the requests of the security staff. Some passengers are holding back tears as they get closer and closer to the gate. 

As we board the plane it hits me that my safety for the next 3 hours is being placed in the hands of commercial pilots that are total strangers to me. I'm tempted to ask them how well they get along and if they feel they are a good match for making quick joint decisions. I could have bought a limited edition pair of designer prescription sunglasses for what I paid for this flight. Seems like it would have been less expensive since the plane is not new and actually looks vintage. The person behind me taps me on the shoulder and asks where my final destination is going to be today. I tell him either Charleston or heaven, I'm just not quite sure yet. He laughs.

This is the final boarding call for Flight 20/20, ECPs please take your seats in first class as we prepare for takeoff.

First class treatment and going the extra mile takes place throughout the duration of the flight (appointment). First and foremost the entire crew needs to treat each other and the passengers (patients) with respect. You can't have first class anything if half of your crew is on standby. Getting everyone on board with being and doing their best requires having fun final destinations every single day. Make up your mind to get rid of those jet lag thoughts and that terminal seriousness. Start at your arrival time and decide to have fun throughout the day with every passenger.

Our special agents (front line staff) assist the passengers before, during and after their flight. They are in charge of traffic control and can tell us what's working fine and what's not. This can be extremely valuable information for improving first class performance. Pilots need to know things like the check in process is too taking too long, when scheduling issues come up or that the system keeps crashing. Prompt attention to these types of matters is needed to keep the special agents from exploding or being blown up. Make sure that they have all of the tools necessary to do their job in an upright position with confidence. Passengers should not feel uneasy or skeptical about the way your airline does business. 

To soar above those low lying optical shops or fly by night DIY eyesight websites, ECPs have to be prepared to hear about nose dive offers that some passengers fall for. As much as you might want to fly off the handle, remember that's not the best way to steer the passengers back to your airline. One pilot (doctor) that I work with tells his passengers that he wants to help them take good care of their eyes for life. He can't do that for them if they decide to go elsewhere. 

ECPs should constantly be working on different approaches towards going the extra mile to insure that every passenger has a rewarding experience. Offer fun frequent flier incentives or maybe showing up on time passenger programs. Remind passengers to stop in every 5,000 miles for an eyewear check up/adjustment. 

If your airline makes adjustments on eyewear purchased elsewhere be sure to tell the passenger about any concerns you may have regarding their frame before you begin working on it. There may also be a base fare that you charge for that service. Passengers don't like fee surprises so if your time zone is not complimentary then make sure you let them know that upfront. 

Handling the bumpy parts of the ECP flight is not always the most comfortable seat to be in. Rising above the negative carry-ons and ascending in a more positive direction is mandatory. Some days you will need a higher altitude to reach for if your attitude has turbulence. There may be days when you need an oxygen mask or feel like another crew member needs one so go ahead and offer to help them out. Take a hit for the whole crew. Deal with that obnoxious passenger. Put the brakes on letting him/her ruin the flight for everyone. For some passengers first class isn't even good enough. They expect non stop free flights. If every time these passengers stop over they have an air rage tone then you might have to take the final approach. Have the captain thank them for the times that they flew with your airline. It has gotten to the point of no return now so it is probably best for everyone if they get into their cargo and drive off into the sunset. 

From time to time passengers will get lost when it comes to insurance. Insurance can certainly turn out to be a trip you'd rather not take. The sooner you can help the passengers better understand the difference between vision insurance and medical insurance the easier the flight will be. Our crew tells the passengers that vision insurance is used for routine eye care only (nearsightedness, farsightedness, astigmatism). Medical insurance is typically used for emergency visits, eye injuries or eye infections. Medical insurance may also cover a comprehensive eye exam if there is no separate vision insurance or if the eye exam is due to diabetes, glaucoma, cataracts, macular degeneration, among others. For safety regulations remind the passenger that proof of their identity and insurance information is required at time of check in. 

You can't discount first class treatment. Passengers have the choice of flying with any airline they choose to. There are no shortcuts you can take if you plan on having passengers for life. I believe ECPs can fly every single day. Heaven only knows where we could end up.