I just returned from Global Traveler‘s annual conference. This year, we traveled to Gaylord, Mich., and in our travels, we each took a total of four flights, there and back. During each leg of the trip, I recognized some things with airline staff on and off board. On my first flight from New York to Chicago, I found my seat quite far in the back of the plane. I didn’t mind until the flight attendants congregated in the seats behind me, talked very loudly and essentially gossiped about work. Not only was this very frustrating when I was trying to read and work on the flight, but it was also very inappropriate from a professional standpoint. Regardless of whether they are actually doing a specific duty on the flight, they are still “on the job.” Therefore, I feel they need to take a step back from having loud personal conversations, especially about other co-workers, when they are working. I experienced a similar situation on my return trip, except this occurred in the airport at the gate desk. It was a chaotic situation, as there were ongoing flight delays leading to many frustrated passengers. With that being said, I feel it is the duty of the airline to stay calm and to do their best to accommodate the customers. There were transitions in the employees working behind the desk, which caused passengers to wait even longer in line. Finally, when the appropriate airline employee made her way behind the desk, she seemed very irritated she was asked to attend that particular desk and began arguing with another co-worker! Not the best choice. We all have bad days, and everyone is human. But in situations where people are tired, stressed and frustrated, like at an airport, it is important for airline staff to act accordingly. Fortunately, this was demonstrated when we boarded the plane. We were greeted by a friendly, polished female flight attendant who ended up making the delayed flight quite pleasant. She showed genuine interest in all passengers’ needs, and I don’t think she stopped smiling once! The frustration that was built up while waiting for the flight seemed to be forgotten because of her positive disposition. I even felt her appearance had something to do with it as well. She wore high heels and a fitted, classic uniform with a colorful scarf around her neck. Her makeup was perfectly applied, and I don’t think a hair was out of place. It reminded me of the “old days” of travel. Her appearance was a reflection of not only her professionalism but her passion for the job as well. It was refreshing! While you can’t expect to have all great experiences while traveling, I was glad my trip at least ended on a positive note! — Olivia Falcione, advertising manager