Pan Am Training Video: Purser Presentation (November, 1986)
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- čas přidán 9. 09. 2024
- This video was used in the purser upgrade program to recognize the challenges pursers face, provide better support, and emphasize the effort to strengthen quality and training.
The video includes veteran pursers from the late-1930s, 1940s, and 1950s, as well as, feedback interviews with current pursers and supervisors.
Special thanks to Linda Reynolds for saving a collection of safety and training VHS tapes from the Pan Am Flight Academy in Miami, Florida after the airline closed on December 4, 1991.
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OH. MY. GAWD. My jaw dropped to the floor. One of the f/a's on there, I was friends with one of her kids and I used to go to her house all the time. How random is that?? The f/a was always so sweet and nice. What an angel. Here I am yeaaars later pulling up a random CZcams video and there she was! 😮 Hello, You! 👋
the problems outlined by the pursers made it sound like Pan Am was going out of business no matter what, Lockerbie just quickened it
Pan Am's death warrant was signed when deregulation happened. It wasn't allowed to have a domestic network before deregulation and it couldn't compete with carriers that could all of a sudden fly you abroad on the same ticket.
This was a bit difficult to watch. Brought back may (unpleasant) memories of the challenges we faced. All the pursers in the video were truly wonderful professionals that I looked up to. They set an example of how to be on (and off) the aircraft. Sadly, it was the management structure and short-sighted decisions that was at fault for a lot of the issues. Chronic understaffing of flights (to save money) was an almost constant part of the job and a major frustration to pursers and flight attendants. There was a glimmer of hope towards the end when Hector Adler was brought on board as (I believe) head of in-flight/on board services. It didn’t last long. It was already too late.
The music at the beginning of this video was also used for a Continental Airlines corporate video from 1987.
It is the beginning of the end when service standards start to drop! Today because of increased competition and sky-rocketing fuel prices we sacrifice service standards for affordability and simple economics to stay in the air.
It is also a terrible feeling when you do not feel supported in the workplace by management when the health amd welfare of the company is your primary focus!
Interesting that Pan Am had the issues Delta had in the late 2000's
I recall flying Pan Am towards the end of their time, late 80's / early 90's I guess. The FA's were, at best, brusque and curt, and often just plain rude. I'd fly the Miami - Gatwick London route a few times a year and apparently the FAs on that route were famous for their attitudes. Perhaps the rest of the fleet was better. I ended up routinely paying about 10% to 30% more to fly American or BA and frankly was not surprised to hear they went out of business.
That’s consistent with my experience in the 80s as well with Pan Am; stewardesses were surly as hell, especially when you interrupted their chain smoking
I was a Delta Air Lines purser from 1978-2008 yes I took the position seriously, yet, I always looked for humor & fun. I miss my glamour career✈️😎. Nowadays flight attendants work flights from home LOL‼️
based on this video, Pan Am was so cash strapped that they couldn't maintain their airplanes properly and the flight attendants were growing tired of apologizing to passenger for it. On another note Pam Am didn't have any money to buy the Boeing 767 nor the 757 but they got a deep discount from Airbus to purchase the A300B4s and the A310s.
I read a memoir by a long time PA FA, Jay Koren. He retired in 1986 because things had gotten so bad. They wound give passengers their crew meals and still be short meals.
I feel the need to say that more Flight Attendant’s need to speak out in our present generation on passenger control and safety inside the cabin.
Including uniform and appearance standards.
In what way? The issue may be that airlines expect passengers to sit in silence for several hours. We used to have parties on the plane on the way back from holiday and the FAs would join in. Never was any issue they couldn't handle with a smile and a firm decision.
I wonder if those pursers sensed that Pan Am was going to close down. With hindsight it's easy to see that all of the problems mentioned point towards something more serious.
Oooooh. “The Communicator” 🤩🤩
We heard your complaints about having to submit information in writing. Our solution: a telephone.
Pan Am was for the elite and the privileged!
That's part of the reason why they couldn't keep up with the airline industry!
It was sad but yet on the other hand you had to stay competitive!
Nobody will ever be as classy as Pan Am was
TWA, hold my beer
Where were the "5 flight service bases"?
At that point in time our bases were JFK, MIA, LAX, SFO, LHR
It's 1986, and to show you how much we care about your feedback we setup a 1930s ticker tape that spits out HOW MUCH we care.
Also I had the same experience at Delta. The company wouldn’t back up a purser’s decisions. It seemed that most Delta flight attendants didn’t want to be “in charge” I think because of the company’s non- union culture or maybe nobody wanted responsibility.
I always do the opposite & embraced the purser position.
I honestly had very few “issues” with passengers or crew members. I really liked the crews that I worked with especially the senior flight attendants. I can honestly tell you that after 9/11 things really changed dramatically.
I wasn't aware that pursers/concierge service ever existed on an airplane. If somehow Pan Am magically transformed themselves into an airline of luxury from decades ago, I don't feel it would have made much of a difference in Pan Am surviving. People just wanted cheap seats. Whether that included being treated like cattle headed to the slaughterhouse, cheap was cheap, and customers got what they paid for (and expected). There's first class, but even that, has been cheapened. Anyway, by the time this video was made, the writing was on the wall. The employees pointed out the airplanes looked all worn out. Without money to buy new planes or refurbish old planes, the airline was already in a tailspin. Talking about improving customer service was too little, too late.
22:06 I don't know WTF a "service product" is, sounds like a service.
This could be renamed - Why Pan Am failed, by the staff
Inept management. Which had no imaginative horizons for the airline to survive. Period.
When flying was better. This would have been my dream job. Another profession axed by the dumbing down of society.
We’re all to blame for where the industry is at today. We flew JetBlue for the first time last month. As we were boarding, the flight attendant was sitting on the floor of the front galley, playing on his phone……completely ignoring the boarding.
How was he sitting on the floor? Litterally, indian style on the floor playing with his phone?
Ok boomer. I guess you don't know that airlines now issue all crew phones and things like catering, cabin defect logs, connecting flight info, location of high-tier frequent flyers, in-flight food purchases and even the entire passenger manifests are handled via company phone apps.
@@straightpipediesel Lol yeah classic old guy who thinks anybody who's not talking on a phone is playing a game. Next he'll complain the pilots are playing on their tablets, the mechanic is playing on his laptop, the gate crew is playing on their PCs.
@@OofDa that’s ridiculous! It’s a pretty important part of the pre-flight I’d think? I’d expect checking for security, safety & passenger comfort concerns (no one was sneaking on, bringing large or dangerous luggage, checking that the people sat by emergency exits where capable of acting in an emergency, welcoming passengers, directing to people to seats, answering queries) is pretty key to the role?! 🤷🏼♀️
lt seems bad to me that they don’t get paid properly from the moment their briefing starts! Everything the crew do before take off is directly linked to safety and passenger comfort so why not pay them properly for that? 😒