CC6918 - Management culture within the airline

Initial Report

I operated a four-sector duty, returning on the final sector which should have taken 50 minutes, and took nearly 2.5hr. In appalling weather at {airport}, we went around twice, held in between in unpleasant conditions and made a final attempt at landing at our diversion airport, {airport}. The experience for all involved was most unpleasant. I have many years of Cabin crew experience but was unprepared for the fear I felt on the day in question. Many passengers were ill, most others in a state of heightened anxiety. On landing, lengthy delays ensued finding a stand and then enabling safe deplaning of the passengers. The cargo door was opened which immediately caught the wind and blew the aircraft sideways. It was necessary to reposition the aircraft before we could leave, close it up and deadhead back to base.

During this time, we witnessed a phone call to the Captain, wherein they appeared to be grilled about not getting the aircraft back to base. The Captain was told that the aircraft was needed and to explain why this was not happening. Our Captain outlined the situation very eloquently, the fact that they had flown 6 approaches that day, in demanding conditions. Also, that their colleagues were in no fit state to continue.

We all listened aghast to the exchange, made with someone in the office. We were in a state of shock when we subsequently got into our taxi to return to base – dumbfounded at how dislocated management were from the reality of the aircraft on that day. Our profound disillusionment with the airline management turned to anger when we heard that, at that very time, whilst in the taxi, we also heard about another incident which was additionally concerning. Shocked beyond disbelief, this felt at the time like a rubber stamping of our Captain’s decision, and an own goal for the company. I am only thankful for having a resilient, and proactive Captain that day. My biggest concern going forward is that the same issue may occur with a less hardened Flight Crew which could result in us flying in unsafe conditions.

CHIRP Comment

It’s important to acknowledge the emotional and physical toll that such days can have on all crew. Facing repeated go-arounds, poor weather and managing distressed passengers is not a ‘normal’ day and these events can push even the most experienced crew to their limits and can be very impactful.

The commander has the ultimate authority on the aircraft. They make critical decisions, oversee the entire flight and are responsible for the safety of everyone on board. Their training includes assessments in decision-making, operating under pressure and communication, amongst others.

These skills are sometimes called upon when relaying information to other teams, who may be working in windowless offices, in another region of the country, or even in a different country altogether. These teams are often under pressure themselves to keep the operation running smoothly and, unless informed otherwise, may be unaware of specific events occurring on the flight. It’s also worth bearing in mind that there may be factors at play that crew members are not immediately aware of such as slot delays etc.