| I have flown United Airlines since "the incident." It was an interesting experience. The staff, which had just started to become much more friendly, more service oriented, is now horrified too. Airline staff feel they are being watched -- passengers seem to be ready to film any encounter that turns sour. I even heard stories of some passengers goading airline staff, phone camera at the ready, in case there was an overreaction that can turn into a "YouTube" moment. This is not unique to United. Today, cameras are ubiquitous. Anyone in customer-facing industries now knows that someone can (and in an instant will) film them. Obviously, I am used to being in front of a camera. I always know there is the chance someone will record any interaction. Others, such as flight attendants, check-in agents, check-out staff in supermarkets, waiters in restaurants, bus conductors, shop assistants, are not so prepared. It is unfair to record every interaction, waiting for something to go wrong. Keep the cameras primed for the really important moment…otherwise, leave well enough alone. Staff going about their normal duties are not there for your entertainment. -Richard.Quest@cnn.com |
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