133. What Makes the Difference in (Cabin Crew) Service?

Just this weekend, we flew back from Bologna to Singapore via Emirates and had a very pleasant experience with air steward Jordan during the Dubai-Singapore leg. 

To start off with, Jordan has a very effervescence smile and when he speaks with you, he makes you feel like he's happily giving you his full attention - each and every time. 

My husband and I both truly appreciated the care he demonstrated towards us. For example, when he offered the pyjamas set for the night flight and I declined, he didn't just walk away but instead, graciously added, "If you change your mind later, please feel free to let me know. Anytime. I'll save one set for you."

About an hour into the flight, I did indeed change my mind as I was feeling cold in my short-sleeve blouse and asked Jordan for the pyjamas set (that comes with long-sleeve cotton tee). He returned promptly with the pre-packed set and said with a twinkle and big smile, "Yes, I think it's good to take it, and you can decide to wear or keep it after." 

Later, when I woke up after an eventual nap, Jordan asked if I would like any hot drinks or beverage. I declined as the flight was preparing for its descend and I could see the crew was in midst of packing up the galley. Jordan, perhaps sensing my hesitation, added, "No problem at all if you would like me to prepare something."

As he later handed each passenger a small box of chocolate, he sort of half-whispered as if sharing a great secret, "Let me give you this chocolate here. It's really good, and all hand-made! Hope you like it!" 

We felt like we were all in cahoots together in a fun, cheeky way. 


As we thanked Jordan and disembarked from the plane, I asked myself how I would sum up the the service we had received that made it so positive and memorable. We feel like Jordan was like an ally, someone on our side and on the constant lookout for our wellbeing. 

Service Bank: Deposit of 5 hearts


Reflective thoughts: What can you do to let your guests/clients feel that you are on their side and are looking out for them? On the contrary, what would make them feel otherwise?




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