In today’s aviation industry, cabin crew services are becoming increasingly competitive. In order to differentiate themselves from others, the airlines are making investments in
updating crew uniforms, enhancing services, introducing innovative in-flight entertainment systems, and much more, to make the travel experience more pleasant. The airlines put in all these efforts because, in the aviation industry, customer service and brand identity are very important.
While technology has taken over the world and also the aviation industry, human touch will always have a deeper impact and remain paramount. Even after all the aesthetic changes airlines make to their crew uniforms and services, the core of a cabin crew member’s role is to show kindness and care, ensure safety, and provide hospitality to every passenger. Airlines can actually stand out and make a difference through their people. It’s the airline staff who stand as the face of the airline, and their dedication, professionalism, and empathy will make all the difference. That is what will define and differentiate the quality of service on board. The principal duty of a cabin crew is to ensure that all passengers are cared for throughout the journey.
In a recent event, we saw this innate humanity surface when a Saudia Airlines cabin crew
member was seen feeding an elderly man. It was one of the rare occasions when patience, care, and humanity could be seen in a young man who fed the elderly without any rush and with utmost care.
The thing that actually stands out is the crew member’s calm, composed manner as he
carries out his duties. He doesn’t show any sign of haste or irritation or any expression that he considers this duty beneath him or beyond his primary responsibilities. He, in fact, approaches it as his core duty, showing deep respect for his profession and care for others.
In today’s fast-paced lives, this little act of kindness has made a remarkable impact and
garnered much love from people who are commenting – “humanity at its best, this warms
my heart and brings tears to my eyes. How compassionate and lovely”, “true humanity”,
and “the spirit of service.” One of the viewers commented, “His mother raised him well.”
The comment section on social media is swamped with more such praise and admiration
for the crew member’s kind gesture.
While this one event was showcased on social media, Saudia Airlines has always been
popular for its extraordinary services. As this video came up, people shared their previous similar experiences. People share their previous experience, saying they have witnessed equally kind service every time they have travelled with Saudia Airlines.
The airline itself described the video as “a scene that embodies authentic Saudi value.” For the airline, it has become a brand story. It should be acts of kindness and humanity, not delays or turbulence, that make the journey memorable for the travellers.
The love and praise that the video clip has received clearly show that people deeply value such acts of kindness over the monotonous upgrades or service announcements. This episode underscores that the cabin crew of any airline is the face of the airline, and their service defines the airline’s ethos. It also highlights that the job of a cabin crew is to ensure the comfort of all passengers, even at 30,000 feet above the ground.
