The Reader, with Kate Winslet and David Kross, is one of the best movies I have seen in my life... so far...
The story takes place after World War 2 and it moves through time, with flashbacks back and forth... and with these well directed scenes, the viewer gets "a-ha" moments that reveals character secrets and moments of intrigue that will keep moviegoers mesmerized through the entire movie.
The cinematography and re-creation of the era, from wardrobe to cars, to details like telephones, tape recorders and other items, does shows who well the director and producers paid attention to detail.
Kate Winslet gave a performance that it is Oscar-worthy. She deserves all the attention and awards she is getting. The best performance by far and I can't wait to see more of her. The character moves through time, with her revealing a little bit of her struggling inner-self.
David Kross is a fantastic young actor who we will get to see more of in the near future. His character struggles with revealing or keeping a secret that could change someone's life forever.
Finally, Ralph Finnes, even tough he only has once scene with Kate Winslet, the fact that he is there through time, does makes you understand how, keeping a secret can change your life forever and how, letting it go and open up, can truly liberate who you are as well as those around you.
The movie is one that I would go back to see again for the acting, cinematography and overall production. Highly recommend it to anyone who have had enough of all of these silly horror and nonsense movies out there right now and want to see what a movie going experience should be about... leaving you with the desire of seeing more and discuss it after.
Sunday, February 15, 2009
Wednesday, January 28, 2009
Doubt - The Movie (My Review)
Originally, Doubt was a play that was developed for Broadway but it success brought it to the silver screen following the steps of Chicago, Frost/Nixon and other plays as well as musicals.
The movie starts with a church sermon being given by Father Flynn (Philip Seymour Hoffman) to the congregation about "doubt". And that's the theme that follows the entire plot of the movie from beginning to end.
Sister Aloysius (Meryl Streep) is the Principal of a fist-tight run junior high school where a very naive Sister James (Amy Adams) works as a teacher. Sister Aloysius is a very old fashioned principal thinking that 'ballpoint' pens are evil and listening to the radio is even more evil. When one day Sister Aloysius witness strange behavior from Father Flynn, she recruits Sister James to find out what is going on.
The movie lives to its name quite well. There is always a cloud of 'doubt' over everything that happens and you don't know if any allegations or accusations are factual or not. The plot keeps you guessing for the next few hours... who to believe???
The plot is very well developed by the writer of the screenplay as well as the movie. And needless to say, the acting of all the major characters are just fantastic; deserving every single nomination and award given to them.
My only distraction: there is a scene between Meryl Streep and Viola Davis (Mrs. Miller) which is a pivotal point of the movie. The only issue is that when Viola Davis is giving her very moving and emotional speech, her nose starts to run... and I don't mean a little bit... it was a waterfall of mucus going doing her nose into her mouth. The close up in the movie screen of her face did not help either. Even Meryl Streep did not look at her directly. And when she tried to wipe it off, it got worst. It makes you loose sense of what's happening and listening to what Mrs. Miller is saying. I actually kept wiping my own nose through the entire scene!
The director should have done another "take" with less distracting mucus is the scene.
However, the movie deserves all of the attention is getting and then some.
The movie starts with a church sermon being given by Father Flynn (Philip Seymour Hoffman) to the congregation about "doubt". And that's the theme that follows the entire plot of the movie from beginning to end.
Sister Aloysius (Meryl Streep) is the Principal of a fist-tight run junior high school where a very naive Sister James (Amy Adams) works as a teacher. Sister Aloysius is a very old fashioned principal thinking that 'ballpoint' pens are evil and listening to the radio is even more evil. When one day Sister Aloysius witness strange behavior from Father Flynn, she recruits Sister James to find out what is going on.
The movie lives to its name quite well. There is always a cloud of 'doubt' over everything that happens and you don't know if any allegations or accusations are factual or not. The plot keeps you guessing for the next few hours... who to believe???
The plot is very well developed by the writer of the screenplay as well as the movie. And needless to say, the acting of all the major characters are just fantastic; deserving every single nomination and award given to them.
My only distraction: there is a scene between Meryl Streep and Viola Davis (Mrs. Miller) which is a pivotal point of the movie. The only issue is that when Viola Davis is giving her very moving and emotional speech, her nose starts to run... and I don't mean a little bit... it was a waterfall of mucus going doing her nose into her mouth. The close up in the movie screen of her face did not help either. Even Meryl Streep did not look at her directly. And when she tried to wipe it off, it got worst. It makes you loose sense of what's happening and listening to what Mrs. Miller is saying. I actually kept wiping my own nose through the entire scene!
The director should have done another "take" with less distracting mucus is the scene.
However, the movie deserves all of the attention is getting and then some.
Royal Caribbean Cruises -- Review Serenade of the Seas
We boarded the "Serenade of the Seas" out of San Juan for a great cruise of the Caribbean with stops at: St. Thomas, St. Marteen, Antigua, St. Lucia and Barbados from January 3-10, 2009.
Our first impressions were quite good. As we did the check-in process online a few days before, our check-in process at the port was quite painless and easy. We arrived at the port and within 15 minutes, we were already onboard!
The "Serenade" is quite big and the propensity of getting lost is huge but once we walked it around a few times, we got our wits about us and found our favorite bar, pool area and drinks! There are many restaurants all around. Every time we turned a corner, there was either a bartender offering me a drink or a restaurant offering loads of food. In fact, the restaurant was already open with so much food... and the amazing part is that the place was almost food.It is 4pm and the main "early" seating dinner was at 6:00pm; which we were a part of. We decided to stay 'healthy' and not eat too late as the next seating was at 8:30pm. More on that in a while...
As for food, there was so much I need to write a whole column just on it. The best part was that, after one too many drinks, we stumble our way to the night restaurant for sandwiches, wraps, pizzas, onion rings and/or fries. And this was after midnight... phew!
Clean ship with very friendly staff, good drinks, fantastic food and good facilities. In fact, our favorite bar was "The Schooner" bar. We met a great server that every night, before we left the bar, he will give us information on what to do at the port-of-call and what to avoid.
The shows were quite entertaining with "Broadway" style performances with good dancers and singers. Also Herb Reed and The Platters did the 'celebrity' show. We skipped a couple of shows but got to see them on the internal tv channel the next day. The shows included full bands with fantastic muscicians. The seating, sound system and staging were fantastic and very well done. At some points, we could feel the boat rocking quite badly while dancers and singers were all over the stage. A couple of times I would be scared for them as they would be dancing in some high ramp doing turns but, as professionals as they are (and probably used to it) all of the shows went perfectly, without a hitch. Customs, wigs, staging... everything was fantastic.
The fitness center is quite good. Machines work well and clean. They offer classes, some of them for free but some others come with a $12 charge per class, such as spinning and pilates; which I think is ridiculous. However, there is something fun of running in a treadmill while the ship rocks and enjoying the fantastic views of the Caribbean Sea.
Spa was great with nice relaxation room and the super-expensive treatments well worth it... but do not look at the bill too closely... ouch! I did take a full boddy masage with a facial and reflexology. I did fall asleep at the table for a few minutes. It was very good and the products used were of high quality. My skin felt like a baby's bottom afterwards. The price was rather exorbitant but I did enjoy every minute of it.
All ports of calls were fantastic and we enjoyed ourselves quite a bit. We got blessed with fantastic weather as well. Rough seas did not bother me at all... in fact, slept better!!!
Now for the downside and my complaints:
1. Television channel selection sucks! Over half of the channels kept saying "out of range" through the entire trip. CBS was a pre-made taped shows that played in a loop. After an couple of hours, you have seen the programming at least twice. The only "live" channels were FOX News and CNN Headline News... barf!
2. We paid for a window and got a "port-hole" which made us a little bit upset. The port-hole rooms should be given at a discount as the rooms are located in the 'bows' of the ship. Unfair to pay for the same price than someone who got a bigger window and view. In the upside, we got a
"handicapped" room and what we lacked in view, we got on room space.
3. Not enough chairs at the pool or around the cruise. In fact, there were people seated and laying down on the floor! Complaint by other guests brought up a few chairs but not enough. The "Deck Patrol" did not do a good job at cleaning chairs that were unoccupied for over 30 minutes (cruise rules). Towels were lacking and sometimes we had to go around the pool twice to find one.
4. Lack of entertainment -- Even though the shows were great and bands playing in the pool area were good, guests did enjoy the very few games done around the ship. A little more entertainment would have been better, specially on 'day-at-sea' were you could tell people were getting antsy with nothing to do - specially the young crowd.
Here are my suggestions:
1. Do the check-in process online a few days before departure to ensure an easy process when you arrive at the port.
2. Check the room assigned to you online and ensure that, if you pay for a window, you get one and not a port hole.
3. Be aware about the seating for dinner. If you want a romantic diner every night, you do have the right to choose your table - even for two people. Do not wait for cruise to choose one for you. Or do the "eat-when-you-want" option that is available in most cruises but people do not know about.
4. Choose the pre-paid tip package. Then you do not have to worry about under or over tipping anyone on the cruise. Then, you can add anything if you believe anyone did something special for you.
5. The tours are not always the best options. Doing a little research about the ports-of-call prior to the cruise will give you a sense of what you want to do. Renting a car, bike or even hiring a taxi for the day to take you to different places is a cheaper option... some places you can even walk to! If a taxi, ensure the price is set before you get in the taxi and possibly, in writing.
6. Do not fall for the "touristic" traps. We did only once. In St. Thomas we did the funicular ride to the top of the mountain. With a price tag of $22.00 per person, we were expecting something super special... hum... we could have saved the money and do something better.
And for Royal Caribbean: They have a 50% cancellation fee for spa services. However, there is always people waiting to use it. The spa staff needs to keep a 'stand-by' list and, if someone wants to cancel the services but the Spa staff can find another guest to fill the time with no loss of revenue, then why not swap them? Didn't happen to me but someone else.
Overall, Royal Caribbean's Serenade of the Seas was a good ship for the "not-so-much" party crowd. With a handful of shows, it is good the for the vacationers who want to relax and rest more than to party and dance. Clean rooms and nice, professional and friendly staff with great facilities, food and shows makes this ship a favorite one.
Tuesday, January 13, 2009
American Airlines Services Going Downhill - Part Deux
This is a copy of the letter I have sent to American Airlines in regards to my last flight with them.
AA CUSTOMER SERVICE DEPARTMENT
RE: FAR VIOLATIONS AND SERVICE ISSUES ON AA 648 / 12JAN09 – SJU-JFK.
Today, January 12th, 2009, I flew on AA #648 from San Juan to JFK. The schedule departure time was 8:25am. The flight was delayed until 9am. None of the gate agents made any announcements or updated the passengers as to what the situation is. I know is pretty bad when they are not uploading cargo into the aircraft, as it is a big sign that the flight most likely will be cancelled.
I called AA reservations to find what other options are available for me to get to New York. My very ‘annoyed’ reservation agent (and I use the word ‘annoyed’ loosely) gave me some possibilities as to how to get to New York; one of them via St. Thomas, Miami or the afternoon non-stop flight.
At the new departure time of 9:00am (which actually was the “decision” time, not the new departure – which makes me quite upset that American decides to hide their head in the sand instead of telling us what exactly is going on) it was announced that the mechanical problem has been fixed and that we would start boarding soon with a new departure time of 9:30am. This is the first time we hear of a ‘mechanical’ issue.
The cabin crew boarded and we followed shortly thereafter. I boarded, stowed my bags and wanted to use the lovely lavatories. As I proceeded to the back of the plane, a flight attendant blocked me. She stated that the plane had no water and no galleys! This is a clear indication that the likelihood of the flight being cancelled was greater than I initially thought. This caused the flight to be even further delayed until 9:45am. While onboard, no one from the cockpit, or the crew, made any announcements about the mechanical issue, which would have reassured and calmed antsy passengers.
I am seated in the emergency exit row at door 3L (seat 27B). Just seconds after takeoff, a flight attendant call light a few rows in front of me went off. I saw people looking over to the left side of the aircraft. I alerted the flight attendant seated in front of me about the irregular situation. A woman grabbed a magazine and started to fan air to a passenger. The flight attendant at 3L turned around, saw the call light, rolled his eyes and literally, got off his jumpseat (I am thinking he is going to check on the passenger) and he just walked to the back of the plane where he sat in the last row of passenger seats. If this was truly an emergency, what would have happened? What if passengers were actually looking at something going on outside of the aircraft and wanted to alert the crew?
Just remember, a few years ago, there was an American Airlines A-300 that encountered and emergency out of San Juan. In this incident, the passengers where the ones who alerted the flight attendants that an engine was on fire. The plane turned back to San Juan, had to evacuate passengers via slides and luckily, there were no major injuries. What if this was one of those cases? Or worst? The inaction of this flight attendant (at door 3L) shows how unprofessional and uncaring he is towards a position that is supposed to be based on customer service and safety.
In addition, the flight attendant working the galley in the economy cabin, made the following announcement over the PA system (I am typing this letter as I am seated on my seat – 27B): “Ladies and Gentlemen, we would like to ask all of you who are waiting to use the lavatories in the back of the plane, to move out of the galley area so we can set-up the galley for the drink service. Once again…” and she repeated the announcement.
How unprofessional! Why make this announcement over the PA for over 200 people when is meant for just a handful of people in the back of the plane? Just remember that the lavatories were unusable while on the ground and many of us had to wait until after takeoff to use the facilities.
Which brings me to the fact of the appearance and lavatory conditions of this… actually, of all of American’s Airbus A-300’s. There are carpets and sidewalls being held together by duck tape. Seats are dirty as well and blankets look worn out and dirty. I took two flights to get to San Juan (connection via Miami) and the conditions of those A-300’s were even more appalling. Lavatories smells are just strong enough to make anyone sick. Paint is chipping off the walls and dirt is all over the place. How can anyone on the upper management level can look me in the face and tell me that they are proud of the product they offer to their customers?
As the video started, a lone flight attendant offered headphones for purchase. After a 1.30 hours delay, the least AA and this crew could have done is to offer complimentary headphones. But I guess profits take place before comfort and a simple gesture of apologies from the crew. By the way, the video system audio was cracking (at least on seats 27A/B) rendering watching the video completely useless. My seat tray table is broken and I wonder what else is falling apart on this aircraft.
In addition, on my flights to San Juan, the video systems were also not working properly with some of the monitors not working or in need of tracking and color adjustments. The conditions of the lavatories on those flights were even more appalling and the ‘latrine’ smells even strongest. On the Miami to San Juan flight, I did see the crew run from one side of the plane to another because every time the door of one of the lavatories opened, the smell was so strong and disgusting that they had to get out of that area!
By the way, at least 3 flight attendants have just walked and passed by the passenger ‘call light’ that has been on since takeoff and no one have checked, asked or paid attention to it.
There is something missing with this crew and it is “situational awareness”. In the airline industry, flight attendants (and everyone for that matter) are taught that this is the most important piece of safety as the crew are the “eyes and ears” of the cockpit and the leaders of safety of the cabin.
I am typing this PA announcement from the same galley flight attendant ( the one who made the prior announcement) prior to the beginning of the inflight service:
“Ladies and Gentlemen, in the economy cabin we will start our beverage service. We do have a selection of complimentary drinks. These are: Pepsi, diet Pepsi, sometimes Sierra Mist, sometimes diet Sierra Mist… (she outlined every single soft drink that is available onboard...) Also we have coffee and tea. If you want coffee or tea, make sure to tell us how you like it; with milk or no milk and sugar or no sugar. Also, we have alcoholic drinks for sale for 6 dollars. If you want vodka, is 6 dollars, if you want rum is 6 dollars if you want… (and she continued to outline every single alcoholic drink…). If you want to buy a snack… (and off she went to tell us about every single snack available for purchase and the respective price…)”
This very unprofessional, unnecessary and annoying announcement that went on for about 5 minutes. All I have to say is that I am glad that it was not translated into Spanish. Otherwise, we would be listening to PA announcements for at least 10 minutes. How about those who are trying to watch the movie? Oh, that’s right… there is poor audio for the video… never mind!
Why could the galley flight attendant refer the passengers to the page of the inflight magazine that gives us the full selection and description of drinks and snacks available? Why do I need to be treated like a child and spoken to like one? This is very unprofessional and I do feel quite embarrassed for the only one nice flight attendant on the flight (sorry… I wish I had her name…) but as the say goes: “It takes all of us to make everyone look good but only takes one of us to make everyone look bad”.
And as I am writing this portion of the letter, I do know that I might get a flight attendant in trouble… but the fact that he was violating an FAR, it does need to be brought up to your attention:
After the service was completed in the economy cabin, I decided to go for walk. The same flight attendant that was seated at 3L and refused to check on the passenger after takeoff, I found him sleeping in the last row of the aircraft while wearing noise reduction headphones. He literally slept on the passenger seat for the rest of the flight. I did not see him doing any cabin coverage.
The last time I saw this flight attendant (3L) was when he sat down in the jumpseat for landing. Even then, after the plane landed and was taxing to the gate, he was ready to disarm his door and run to the back of the plane. But because the other flight attendant at 3R was not doing so, he refrain himself from doing it and stayed seated. However, after the announcement to “prepare doors” was made, he disarmed his door and ran to the back of the plane before passengers got up.
This is the most unprofessional crew I’ve witnessed at American. Sadly, it is more the norm than the exception.
I am not one to complaint because I do know about the situation that all flight attendants are going through with job cuts, pay cuts, longer duty days for less rest time. But in this case, I do have to. Service wise, I can let things go. But when I see an FAR violation, I do have to speak up.
In summary, American Airlines management has cut back so much that planes are just too old and falling apart. Interiors are not being refurbished at all with fray carpets, old seats and old video/entertainment systems. Smelly toilets and disgusting bathrooms makes it unbearable to use. Only reason why I flew American? They were cheaper than JetBlue. And I am paying the consequences for the difference in price by giving up the difference in comfort,safety and service.
I do hope you follow up and receive a reply from you soon.
Sincerely,
Raul Zambrana
On January 28th, I was surprised to find a letter in my inbox from American Airlines and below, is their response. I sincerely thought that my email would be deleted but it did get someone's attention. I will keep you posted in any outcome. I am not one to get anyone in trouble, but once you read the letter, you will understand why I did write it and "blew-the-whistle".
January 28, 2009
Dear Mr. Zambrana:
We received your email sent to Mr. Arpey, Mr. Mitchell and Mr. Garton. The details you provided to us about flight 648 were very troubling. Your message was immediately sent to our Vice President of Onboard Services and an investigation ensued. We are still in the process of gathering statements from the crew involved but I can assure you that once our investigation has concluded, we will take the appropriate corrective action with those involved. We very much appreciate that you took the time to contact us about all that occurred. Your feedback is especially meaningful because you are a fellow industry employee.
We realize that your disappointment wasn't just due to the actions of the crew but also in the condition of the cabin. The conditions you described are as unacceptable to us as they were to you and I've alerted our Manager of Cabin Services. This is certainly not the image we want to convey.
Mr. Zambrana, please give us another chance to serve you. We are all working hard to provide the high quality service you have every right to expect when traveling on American Airlines. Like you, we are proud of our company and I know we can do better.
Sincerely,
Michelle F. Simmons
Customer Relations
American Airlines
AA CUSTOMER SERVICE DEPARTMENT
RE: FAR VIOLATIONS AND SERVICE ISSUES ON AA 648 / 12JAN09 – SJU-JFK.
Today, January 12th, 2009, I flew on AA #648 from San Juan to JFK. The schedule departure time was 8:25am. The flight was delayed until 9am. None of the gate agents made any announcements or updated the passengers as to what the situation is. I know is pretty bad when they are not uploading cargo into the aircraft, as it is a big sign that the flight most likely will be cancelled.
I called AA reservations to find what other options are available for me to get to New York. My very ‘annoyed’ reservation agent (and I use the word ‘annoyed’ loosely) gave me some possibilities as to how to get to New York; one of them via St. Thomas, Miami or the afternoon non-stop flight.
At the new departure time of 9:00am (which actually was the “decision” time, not the new departure – which makes me quite upset that American decides to hide their head in the sand instead of telling us what exactly is going on) it was announced that the mechanical problem has been fixed and that we would start boarding soon with a new departure time of 9:30am. This is the first time we hear of a ‘mechanical’ issue.
The cabin crew boarded and we followed shortly thereafter. I boarded, stowed my bags and wanted to use the lovely lavatories. As I proceeded to the back of the plane, a flight attendant blocked me. She stated that the plane had no water and no galleys! This is a clear indication that the likelihood of the flight being cancelled was greater than I initially thought. This caused the flight to be even further delayed until 9:45am. While onboard, no one from the cockpit, or the crew, made any announcements about the mechanical issue, which would have reassured and calmed antsy passengers.
I am seated in the emergency exit row at door 3L (seat 27B). Just seconds after takeoff, a flight attendant call light a few rows in front of me went off. I saw people looking over to the left side of the aircraft. I alerted the flight attendant seated in front of me about the irregular situation. A woman grabbed a magazine and started to fan air to a passenger. The flight attendant at 3L turned around, saw the call light, rolled his eyes and literally, got off his jumpseat (I am thinking he is going to check on the passenger) and he just walked to the back of the plane where he sat in the last row of passenger seats. If this was truly an emergency, what would have happened? What if passengers were actually looking at something going on outside of the aircraft and wanted to alert the crew?
Just remember, a few years ago, there was an American Airlines A-300 that encountered and emergency out of San Juan. In this incident, the passengers where the ones who alerted the flight attendants that an engine was on fire. The plane turned back to San Juan, had to evacuate passengers via slides and luckily, there were no major injuries. What if this was one of those cases? Or worst? The inaction of this flight attendant (at door 3L) shows how unprofessional and uncaring he is towards a position that is supposed to be based on customer service and safety.
In addition, the flight attendant working the galley in the economy cabin, made the following announcement over the PA system (I am typing this letter as I am seated on my seat – 27B): “Ladies and Gentlemen, we would like to ask all of you who are waiting to use the lavatories in the back of the plane, to move out of the galley area so we can set-up the galley for the drink service. Once again…” and she repeated the announcement.
How unprofessional! Why make this announcement over the PA for over 200 people when is meant for just a handful of people in the back of the plane? Just remember that the lavatories were unusable while on the ground and many of us had to wait until after takeoff to use the facilities.
Which brings me to the fact of the appearance and lavatory conditions of this… actually, of all of American’s Airbus A-300’s. There are carpets and sidewalls being held together by duck tape. Seats are dirty as well and blankets look worn out and dirty. I took two flights to get to San Juan (connection via Miami) and the conditions of those A-300’s were even more appalling. Lavatories smells are just strong enough to make anyone sick. Paint is chipping off the walls and dirt is all over the place. How can anyone on the upper management level can look me in the face and tell me that they are proud of the product they offer to their customers?
As the video started, a lone flight attendant offered headphones for purchase. After a 1.30 hours delay, the least AA and this crew could have done is to offer complimentary headphones. But I guess profits take place before comfort and a simple gesture of apologies from the crew. By the way, the video system audio was cracking (at least on seats 27A/B) rendering watching the video completely useless. My seat tray table is broken and I wonder what else is falling apart on this aircraft.
In addition, on my flights to San Juan, the video systems were also not working properly with some of the monitors not working or in need of tracking and color adjustments. The conditions of the lavatories on those flights were even more appalling and the ‘latrine’ smells even strongest. On the Miami to San Juan flight, I did see the crew run from one side of the plane to another because every time the door of one of the lavatories opened, the smell was so strong and disgusting that they had to get out of that area!
By the way, at least 3 flight attendants have just walked and passed by the passenger ‘call light’ that has been on since takeoff and no one have checked, asked or paid attention to it.
There is something missing with this crew and it is “situational awareness”. In the airline industry, flight attendants (and everyone for that matter) are taught that this is the most important piece of safety as the crew are the “eyes and ears” of the cockpit and the leaders of safety of the cabin.
I am typing this PA announcement from the same galley flight attendant ( the one who made the prior announcement) prior to the beginning of the inflight service:
“Ladies and Gentlemen, in the economy cabin we will start our beverage service. We do have a selection of complimentary drinks. These are: Pepsi, diet Pepsi, sometimes Sierra Mist, sometimes diet Sierra Mist… (she outlined every single soft drink that is available onboard...) Also we have coffee and tea. If you want coffee or tea, make sure to tell us how you like it; with milk or no milk and sugar or no sugar. Also, we have alcoholic drinks for sale for 6 dollars. If you want vodka, is 6 dollars, if you want rum is 6 dollars if you want… (and she continued to outline every single alcoholic drink…). If you want to buy a snack… (and off she went to tell us about every single snack available for purchase and the respective price…)”
This very unprofessional, unnecessary and annoying announcement that went on for about 5 minutes. All I have to say is that I am glad that it was not translated into Spanish. Otherwise, we would be listening to PA announcements for at least 10 minutes. How about those who are trying to watch the movie? Oh, that’s right… there is poor audio for the video… never mind!
Why could the galley flight attendant refer the passengers to the page of the inflight magazine that gives us the full selection and description of drinks and snacks available? Why do I need to be treated like a child and spoken to like one? This is very unprofessional and I do feel quite embarrassed for the only one nice flight attendant on the flight (sorry… I wish I had her name…) but as the say goes: “It takes all of us to make everyone look good but only takes one of us to make everyone look bad”.
And as I am writing this portion of the letter, I do know that I might get a flight attendant in trouble… but the fact that he was violating an FAR, it does need to be brought up to your attention:
After the service was completed in the economy cabin, I decided to go for walk. The same flight attendant that was seated at 3L and refused to check on the passenger after takeoff, I found him sleeping in the last row of the aircraft while wearing noise reduction headphones. He literally slept on the passenger seat for the rest of the flight. I did not see him doing any cabin coverage.
The last time I saw this flight attendant (3L) was when he sat down in the jumpseat for landing. Even then, after the plane landed and was taxing to the gate, he was ready to disarm his door and run to the back of the plane. But because the other flight attendant at 3R was not doing so, he refrain himself from doing it and stayed seated. However, after the announcement to “prepare doors” was made, he disarmed his door and ran to the back of the plane before passengers got up.
This is the most unprofessional crew I’ve witnessed at American. Sadly, it is more the norm than the exception.
I am not one to complaint because I do know about the situation that all flight attendants are going through with job cuts, pay cuts, longer duty days for less rest time. But in this case, I do have to. Service wise, I can let things go. But when I see an FAR violation, I do have to speak up.
In summary, American Airlines management has cut back so much that planes are just too old and falling apart. Interiors are not being refurbished at all with fray carpets, old seats and old video/entertainment systems. Smelly toilets and disgusting bathrooms makes it unbearable to use. Only reason why I flew American? They were cheaper than JetBlue. And I am paying the consequences for the difference in price by giving up the difference in comfort,safety and service.
I do hope you follow up and receive a reply from you soon.
Sincerely,
Raul Zambrana
On January 28th, I was surprised to find a letter in my inbox from American Airlines and below, is their response. I sincerely thought that my email would be deleted but it did get someone's attention. I will keep you posted in any outcome. I am not one to get anyone in trouble, but once you read the letter, you will understand why I did write it and "blew-the-whistle".
January 28, 2009
Dear Mr. Zambrana:
We received your email sent to Mr. Arpey, Mr. Mitchell and Mr. Garton. The details you provided to us about flight 648 were very troubling. Your message was immediately sent to our Vice President of Onboard Services and an investigation ensued. We are still in the process of gathering statements from the crew involved but I can assure you that once our investigation has concluded, we will take the appropriate corrective action with those involved. We very much appreciate that you took the time to contact us about all that occurred. Your feedback is especially meaningful because you are a fellow industry employee.
We realize that your disappointment wasn't just due to the actions of the crew but also in the condition of the cabin. The conditions you described are as unacceptable to us as they were to you and I've alerted our Manager of Cabin Services. This is certainly not the image we want to convey.
Mr. Zambrana, please give us another chance to serve you. We are all working hard to provide the high quality service you have every right to expect when traveling on American Airlines. Like you, we are proud of our company and I know we can do better.
Sincerely,
Michelle F. Simmons
Customer Relations
American Airlines
Friday, January 2, 2009
American Airlines Services Going Downhill!!!!
Where can start with American Airlines… hum…
Since I checked-in online I did not have to see anyone at the ticket counter (had only a carry-on bag) and went straight to the gate. My first point of contact with an AA person was the flight attendants onboard.
I am on an Airbus A-300, which holds over 200 people. Being December 23rd, the aircraft is completely full. This specific flight goes from New York’s JFK to Miami Airport and continues to Port-au-Prince. I would get off at Miami to connect to San Juan… heat! I need to escape the below zero wind chills, icy roads and shoveling the driveway! Sun and fun, here I come!
We had a slight delay at the gate to load cargo onto the aircraft. For the most part, I never have a problem with this type of delay but this is a 5:45am flight. This aircraft has been at JFK all night and they decide to start loading cargo when???? After passengers start boarding??? And this is why I have a problem with this delay…
Being in the industry myself there are four theories for this delay:
1. The airline management has laid off too many ground personnel that they cannot handle the cargo operation properly or;
2. The airline management, to reduce cost personnel, decides to cut hours and in the morning; which allows the morning crew to start loading cargo at a later time or;
3. The cargo/ground personnel are too lazy and start loading cargo later than they should or;
4. The AA cargo operations are just screwed up!
Seriously, come on! Why start loading cargo that late!
Anyway, I settled into my aisle seat with one guy next to me who thought that his personal space went as far as elbowing me… argh… but I am letting that go… is too early to fight with one person that at 5:30am asks you to loan him a pen and paper because he does not have one. And I just saw him put a briefcase under the seat in front of him. What kind of ‘business’ person is he?
While waiting for the cargo to load, I decided to go to the bathroom and take walk around the airplane. All I have to say is: YUK!
First, the bathrooms were just plain out gross. It stunk and smelled so bad… worst than a public restroom at a train station or a public park; and I was afraid of touching anything in there… disgusting! Paint chipping away, fray and torn carpets in the cabin and just plain old plane makes this experience not a good one. I wonder if the engine and the wings are properly attached to the aircraft.
Besides, after flying JetBlue and enjoying the nice legroom, sitting in this old American A300 plane with seats so close that my knees touch the seat in front of me as well as not being able to open my laptop when the person in front of me reclined the seat, makes this flight not an enjoyable one. Oh… and I know is super early but the inflight crew was not friendly and non-approachable at all. I am now dreading my next/connecting flight.
The Miami to San Juan flight was in some cases better, and in others worst than the prior flight.
The crew was very nice! The flight attendants were very chatty, smiling and it did look that they enjoy their jobs. It was very refreshing to see that! And in this flight, the crew asked me to move to another seat to help a passenger and I ended in the exit row with no one in front of me which made this flight a most pleasant one.
However, this was another Airbus A-300 plane and I immediately could tell that this plane was even older than the one I just got off from. The video system had very old monitors and the movie looked in some monitors off color, in others needing tracking adjustment and in others the movie just was off center. Also the bathroom conditions were worst than the prior plane. Toilet smell went all the way into the galley area as well as the last few rows of the plane. In fact, every time anyone opened the lavatory doors, the flight attendants would run away to the other side of the plane… that bad!
Another problem with A-300 planes is that the video system is located in the overhead/center of the plane only. The monitors are not big enough to allow passengers seated in the window seats to enjoy the movie at all. Monitors are just too far and when people are standing, can’t enjoy the video at all.
Onboard services include: selling headsets for $2.00, meals for purchase between $ -$ and alcoholic drinks for $6.00. All other drinks are complimentary.
This is my overall service ratings of American Airlines for both flights:
Video System: 1.0 out of 5.0
Lavatories: 1.0 out of 5.0
Seat Comfort: 1.0 out of 5.0
Overall Conditions: 2.0 out of 5.0
Inflight Services: 2.0 out of 5.0
Flight Attendants: 3.0 out of 5.0
Total Score: 10.0 out of 30.0 (33% or F Grade)
Final Comment: American has cut back so much that the planes are just too old and falling apart. Interiors are not being refurbished at all with fray carpets, old seats and old video/entertainment systems. Smelly toilets and disgusting bathrooms makes it unbearable to use. Only reason why I flew them? They were cheaper than JetBlue. And I am paying the consequences for the difference in price by giving up the difference in comfort and service.
Since I checked-in online I did not have to see anyone at the ticket counter (had only a carry-on bag) and went straight to the gate. My first point of contact with an AA person was the flight attendants onboard.
I am on an Airbus A-300, which holds over 200 people. Being December 23rd, the aircraft is completely full. This specific flight goes from New York’s JFK to Miami Airport and continues to Port-au-Prince. I would get off at Miami to connect to San Juan… heat! I need to escape the below zero wind chills, icy roads and shoveling the driveway! Sun and fun, here I come!
We had a slight delay at the gate to load cargo onto the aircraft. For the most part, I never have a problem with this type of delay but this is a 5:45am flight. This aircraft has been at JFK all night and they decide to start loading cargo when???? After passengers start boarding??? And this is why I have a problem with this delay…
Being in the industry myself there are four theories for this delay:
1. The airline management has laid off too many ground personnel that they cannot handle the cargo operation properly or;
2. The airline management, to reduce cost personnel, decides to cut hours and in the morning; which allows the morning crew to start loading cargo at a later time or;
3. The cargo/ground personnel are too lazy and start loading cargo later than they should or;
4. The AA cargo operations are just screwed up!
Seriously, come on! Why start loading cargo that late!
Anyway, I settled into my aisle seat with one guy next to me who thought that his personal space went as far as elbowing me… argh… but I am letting that go… is too early to fight with one person that at 5:30am asks you to loan him a pen and paper because he does not have one. And I just saw him put a briefcase under the seat in front of him. What kind of ‘business’ person is he?
While waiting for the cargo to load, I decided to go to the bathroom and take walk around the airplane. All I have to say is: YUK!
First, the bathrooms were just plain out gross. It stunk and smelled so bad… worst than a public restroom at a train station or a public park; and I was afraid of touching anything in there… disgusting! Paint chipping away, fray and torn carpets in the cabin and just plain old plane makes this experience not a good one. I wonder if the engine and the wings are properly attached to the aircraft.
Besides, after flying JetBlue and enjoying the nice legroom, sitting in this old American A300 plane with seats so close that my knees touch the seat in front of me as well as not being able to open my laptop when the person in front of me reclined the seat, makes this flight not an enjoyable one. Oh… and I know is super early but the inflight crew was not friendly and non-approachable at all. I am now dreading my next/connecting flight.
The Miami to San Juan flight was in some cases better, and in others worst than the prior flight.
The crew was very nice! The flight attendants were very chatty, smiling and it did look that they enjoy their jobs. It was very refreshing to see that! And in this flight, the crew asked me to move to another seat to help a passenger and I ended in the exit row with no one in front of me which made this flight a most pleasant one.
However, this was another Airbus A-300 plane and I immediately could tell that this plane was even older than the one I just got off from. The video system had very old monitors and the movie looked in some monitors off color, in others needing tracking adjustment and in others the movie just was off center. Also the bathroom conditions were worst than the prior plane. Toilet smell went all the way into the galley area as well as the last few rows of the plane. In fact, every time anyone opened the lavatory doors, the flight attendants would run away to the other side of the plane… that bad!
Another problem with A-300 planes is that the video system is located in the overhead/center of the plane only. The monitors are not big enough to allow passengers seated in the window seats to enjoy the movie at all. Monitors are just too far and when people are standing, can’t enjoy the video at all.
Onboard services include: selling headsets for $2.00, meals for purchase between $ -$ and alcoholic drinks for $6.00. All other drinks are complimentary.
This is my overall service ratings of American Airlines for both flights:
Video System: 1.0 out of 5.0
Lavatories: 1.0 out of 5.0
Seat Comfort: 1.0 out of 5.0
Overall Conditions: 2.0 out of 5.0
Inflight Services: 2.0 out of 5.0
Flight Attendants: 3.0 out of 5.0
Total Score: 10.0 out of 30.0 (33% or F Grade)
Final Comment: American has cut back so much that the planes are just too old and falling apart. Interiors are not being refurbished at all with fray carpets, old seats and old video/entertainment systems. Smelly toilets and disgusting bathrooms makes it unbearable to use. Only reason why I flew them? They were cheaper than JetBlue. And I am paying the consequences for the difference in price by giving up the difference in comfort and service.
Wednesday, December 17, 2008
FOLLOW UP TO PREVIOUS BLOG ENTRY - TSA Bag Search
Follow up to TSA Response - Airline Management cannot request TSA to search bags on thier behalf...
I decided to do one more attempt to see if airline management can request TSA or any immigration/ag. officer to do a search on their behalf.
The answer is NO!!! (as you can see from the responses below).
So if you hear or find out that TSA is searching bags to look for items taken off the plane or by request of airline management, they are violating their own rules. If the TSA agent makes a comment in regards to bag search on behalf of the airline, dont put up a fight but request the TSA agent's name and the supervisor on duty. Report it via the TSA website and call your local AFA office. As your own personal choice, you might look into personal legal advise.
However, London and Frankfurt are a totally different story... Crews are getting searched left and right! So be aware. And those security agents have the direct lines to supervisors' cell phone numbers which they get called right away when a suspicious item is found on a crew member's bag. But that is a deal that AFA in FRA and LHR need to look into.
Take care and Happy Holidays!!!
Raul
From: XYZ
Sent: Wednesday, December 17, 2008 2:56 PM
To: Hornbach, Barbara
Cc: GotFeedback; SALGADO, PATRICK
Subject: Re: Got Feedback : Chicago-O'Hare Int'l Airport (ORD)
Ms. Hornbach:
Thank you so much for your reply and I do appreciate your time.
The issue we have, as Flight Attendants and crew members, is that we need to know, for once and for all, if a TSA Officer, a US Customs & Boarder Protection Officer, or a CBP Agricultural Specialist has the right to be asked by an Airline Management to do bag and personal searches on their behalf.
I don’t think that qualifies as a “sensitive/security” information. It should be a straight yes or no answer.
If you cannot answer that question, who should I speak to.
Thank you so much and I do hope to get an answer from you soon,
Raul
Mr. Zambrana:
I can only speak for TSA but I assume CBP works in the same way. Our Officers will not search a bag based solely on the request of a non-TSA employee. Officers will assess the situation and determine for themselves whether a bag search is required or not.
Regards,
Barbara Hornbach
Barbara H. Hornbach
Customer Service Quality Improvement Manager
Transportation Security Administration
Chicago O'Hare International Airport
Tel: (773) 377-1217
Cell: (773) 343-1772
Email: barbara.hornbach@dhs.gov
Yes, we work the same way. If feel we need to ask questions or search bags, we can do it with our Border Search Authority.
Thank you,
Patrick Salgado
Passenger Service Manager
United States Customs and Border Protection
O'Hare International Airport
Chicago, Illinois 60666
773-894-2900 Ext. 2872
312-296-6528-Blackberry
I decided to do one more attempt to see if airline management can request TSA or any immigration/ag. officer to do a search on their behalf.
The answer is NO!!! (as you can see from the responses below).
So if you hear or find out that TSA is searching bags to look for items taken off the plane or by request of airline management, they are violating their own rules. If the TSA agent makes a comment in regards to bag search on behalf of the airline, dont put up a fight but request the TSA agent's name and the supervisor on duty. Report it via the TSA website and call your local AFA office. As your own personal choice, you might look into personal legal advise.
However, London and Frankfurt are a totally different story... Crews are getting searched left and right! So be aware. And those security agents have the direct lines to supervisors' cell phone numbers which they get called right away when a suspicious item is found on a crew member's bag. But that is a deal that AFA in FRA and LHR need to look into.
Take care and Happy Holidays!!!
Raul
From: XYZ
Sent: Wednesday, December 17, 2008 2:56 PM
To: Hornbach, Barbara
Cc: GotFeedback; SALGADO, PATRICK
Subject: Re: Got Feedback : Chicago-O'Hare Int'l Airport (ORD)
Ms. Hornbach:
Thank you so much for your reply and I do appreciate your time.
The issue we have, as Flight Attendants and crew members, is that we need to know, for once and for all, if a TSA Officer, a US Customs & Boarder Protection Officer, or a CBP Agricultural Specialist has the right to be asked by an Airline Management to do bag and personal searches on their behalf.
I don’t think that qualifies as a “sensitive/security” information. It should be a straight yes or no answer.
If you cannot answer that question, who should I speak to.
Thank you so much and I do hope to get an answer from you soon,
Raul
Mr. Zambrana:
I can only speak for TSA but I assume CBP works in the same way. Our Officers will not search a bag based solely on the request of a non-TSA employee. Officers will assess the situation and determine for themselves whether a bag search is required or not.
Regards,
Barbara Hornbach
Barbara H. Hornbach
Customer Service Quality Improvement Manager
Transportation Security Administration
Chicago O'Hare International Airport
Tel: (773) 377-1217
Cell: (773) 343-1772
Email: barbara.hornbach@dhs.gov
Yes, we work the same way. If feel we need to ask questions or search bags, we can do it with our Border Search Authority.
Thank you,
Patrick Salgado
Passenger Service Manager
United States Customs and Border Protection
O'Hare International Airport
Chicago, Illinois 60666
773-894-2900 Ext. 2872
312-296-6528-Blackberry
Read this!!! Interesting!!! I received an email from an ORD based flight attendant with the story below. And for those of you who know me, you know I need to follow-up when I see an injustice. So I went ahead and shot an email to TSA... and read the story below. The emails are set in chronological order. If anyone has any input, please send me a message. Thanks!
From an Chicago based UA Flight Attendant: (Dec.05)
I got pulled today at O'hare customs. The customs agent asked me specifically if I took anything from the plane and if I bought anything from the crew or purser (thought that was a weird question). He said they were doing random crew searches because of reports of crew stealing from the airplane. I am going to contact the union and find out if united is once again trying to get around proper bag searches by having customs search us.
By the way, just talked to the union. Customs Agents are reporting crews and you need to get the Customs Agent(s) badge numbers and names if this happens to you!
My questions are:
1. Why would TSA help United this way? Any benefits for TSA?
2. Does UA has the authority to ask TSA to do searches on their behalf?
3. What are TSA proper procedures when searching crew bags?
I guess this is a story what will continue to develop....
Then, I decided to send this email via the TSA website feedback section:
-----Original Message-----
From:
Sent: Saturday, December 13, 2008 7:31 AM
To: Hornbach, Barbara
Subject: Got Feedback : Chicago-O'Hare Int'l Airport (ORD)
Current Date/Time: 12/13/2008 8:31:47 AM
Airport: Chicago-O'Hare Int'l Airport (ORD)
Date/Time of Travel: 12/5/2008
Airline & Flight Number: United
Checkpoint/Area of Airport: O'Hare Immigrations at Terminal 5
TSA Employee: (If Known):
Compliment/Complaint:
One of the crew members of a United flight got pulled to a secondary check at O'Hare customs. The TSA agent asked the crew member, specifically, if s/he took anything from the plane.
The TSA agent also asked if the crew member if she "bought anything from the crew or purser" (thought that was a weird question).
The TSA agent said they were doing random crew searches because of reports of crew stealing from United airplanes.
I would like TSA to answer the following questions:
1. What are TSA proper procedures when searching crew bags? Anywhere crew members can read or access these procedures?
2. Does any airline management has the authority to ask TSA to do bag searches on their behalf? If so, what is the procedure?
3. If an airline management member asks TSA to do bag searches on their behalf, is this public information that can be look at? if so, how?
4. If these are not the proper procedures, what are the resources the crew member has to report the TSA agent who does an improper bag search?
5. Lastly, what is considered an improper bag search?
Thank you very much and any help you can send, (i.e. online resources or regulations available) will be greatly appreciated. Thank you!
Would you like a response?: Yes
Passenger’s Name: XXXX
Phone Number: XXXX
Email: XXXX
-----Original Message-----
From: Hornbach, Barbara
Sent: Wednesday, December 17, 2008 8:36 AM
To: XXXX
Cc: Hornbach, Barbara; GotFeedback; SALGADO, PATRICK
Subject: RE: Got Feedback : Chicago-O'Hare Int'l Airport (ORD)
Mr. XYZ:
I am forwarding your Got Feedback email to Customs & Border Patrol for their consideration.
Regards,
Barbara Hornbach
Barbara H. Hornbach
Customer Service Quality Improvement Manager
Transportation Security Administration
Chicago O'Hare International Airport
Tel: (773) 377-1217
Cell: (773) 343-1772
Email: barbara.hornbach@dhs.gov
Sent: December 17, 2008
Mr. XYZ:
We discussed this Got Feedback email that you sent us. First of all, if a crew member has a complaint, he/she needs to contact us directly with the following information:
- Name
- Date/time
- Exact airline/flight number
- Inbound/outbound
- Is the issue with a TSA Officer, a US Customs & Boarder Protection Officer, or a CBP Agricultural Specialist? These are distinct positions and in the case of TSA and CBP different agencies.
Moreover, the answers to the questions you have asked are sensitive security information and cannot provided you. In addition, owing to the Privacy Act of 1974 we not at liberty to investigate the incident or release any information on the individual who prompted your inquiry.
We will be glad to direct the individual impacted to the proper authorities when we hear from him/her.
With kind regards,
Barbara Hornbach
Barbara H. Hornbach
Customer Service Quality Improvement Manager
Transportation Security Administration
Chicago O'Hare International Airport
Tel: (773) 377-1217
Cell: (773) 343-1772
Email: barbara.hornbach@dhs.gov
-------------------
Then, I replied on December 17th:
Ms. Hornbach:
Thank you so much for your reply and I do appreciate your time.
The issue we have, as Flight Attendants and crew members, is that we need to know, for once and for all, if a TSA Officer, a US Customs & Boarder Protection Officer, or a CBP Agricultural Specialist has the right to be asked by an Airline Management to do bag and personal searches on their behalf.
I don’t think that qualifies as a “sensitive/security” information. It should be a straight yes or no answer.
If you cannot answer that question, who should I speak to.
Thank you so much and I do hope to get an answer from you soon,
Raul
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