Dear Delta Airlines,
As a passenger on a Delta flight from New York to Los Angeles this month, I had an experience that's contrary to your whole "Safety First" mantra. On my flight, there was a stewardess who kept complaining how tired she was. Eventually saying "we only get a nine-hour break to rest." This was all before the flight took off. And none of it was directed at me. I heard her five rows away.
Ironically, the last time she said how tired she was was just prior to the video with the CEO that said how Delta puts "Safety First" and how that was paramount to the Delta experience. Maybe it's just me, but I'm not feeling safe if I have to worry about a sleepy flight attendant being responsible for my life in the event of an emergency.
There are really two problems here. One is that Delta is obviously not giving it's flight crew enough down time. I'm sure I would have been tired, too, with such a short break in between flights. And the second is the lack of good judgment on the flight attendant's part. It hardly instills confidence in a nervous flier to hear one of the people in charge of passenger safety is sleep deprived.
If you're going to have passengers watch a video from the CEO at the beginning of every Delta flight, saying that safety comes first, you better walk the walk and talk the talk. I'm not writing this to get anyone in trouble. I'm writing this to remind you that branding, that slogans, that mantras (like Safety First) are nothing but rhetoric if they're not put into practice.
Perhaps it's time to redo that video and give your flight attendants a much needed nap.
Have you seen a company not practicing what it preaches? What about using a slogan that didn't deliver? How do you feel about a business when it tells you one thing, but does another?