Waitng for Catering.

Catering...the people who come onboard to make sure we have enough sodas, juices, water, snacks etc. for our flights.  When we are aware that catering has not come to our airplane before departure- its our job to ensure we have enough for the round-trip.

Yesterday was one such day.  However- we called for catering 30 minutes prior to departure. Then 15minutes and again after we closed the door.  Our airplane flew from the hub to New Orleans the night before and returned this morning to us....that's about 6hrs of flying and lots of booze sold the night before.  We were headed to New Orleans- and weren't about to leave without adequate catering for our passengers and the return flight. So we waited.

Our first officer explained the situation. Miss 1B was not satisfied with this situation.  She asked, "So we're waiting for water? I don't need water for the flight."  Well ma'am there are 57 other people with us today and up to 86 coming back on this plane that might want water. I am very sorry that we have to wait.  "Well why can't we take a poll?"  Would you like to take a poll ma'am? You are welcome to ask everyone.  "Excuse me?! That's YOUR job! I paid $700 for my ticket and that's to pay YOU do do YOUR JOB! Don't speak to me that way!" Ma'am you are right. It is my job to ensure the comfort and safety of each & every passenger onboard. And you are right, the money you pay for your ticket does help secure my paycheck. I am one of the few who do understand this....which is why we are waiting for adequate beverage supplies.  If you would like to file a complaint about this situation, there is a list of numbers on page -- of your XYZ Airline Magazine.  The airline does want to hear your feedback so that they can better serve you & the rest of their customers. "Don't speak to me that way! I am telling you its YOUR job." Ma'am again I encourage you to file your complaint about our delayed take-off due to waiting for catering. If you would like I can write down the flight information for you.

Later during our beverage service, the man sitting behind her said "Let's trade" when I handed him his coffee.  He handed me his business card which read "US Dept of Forestry" Associate Director of --- and on the back he wrote "Thank you for your professionalism and consideration of everyone. You are welcome to use me as a reference if this woman complains. Thank you!"

This is another example of why it is so essential to remain calm & professional at all times even when you want to put them in their place. Its not what you say but how you say it- and when you remain professional others notice.  It feels great to told "Good Job" once in awhile....