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Insider Secrets From a Top Flight Attendant
Keep your cool with these smart tips from a veteran of the skies
7-minute read
Avoid in-flight tension by knowing where your space begins and ends.
Madison Ketcham
Heather Poole, 55, has been a flight attendant for 30 years with a major U.S. carrier and is the author of the insider book Cruising Attitude: Tales of Crashpads, Crew Drama, and Crazy Passengers at 35,000 Feet. She offers some advice on how to make your trip more pleasant, even if all doesn’t go according to plan.
Leave room for plot twists
The only thing consistent about air travel today is inconsistency. Fly two days early if you’re heading to a special event. Schedule connecting flights with layovers of at least 90 minutes for domestic travel and 2 to 3 hours for international travel. Book early-morning flights so you have all day to deal with whatever might go wrong. And get to the airport early. It’s always a snowball effect when you’re running late; everything can go wrong. Better to arrive early and have plenty of time to grab an expensive-but-good cup of coffee, or something to eat that’s not airline food, rather than risk creating a “worst-ever” travel story.
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Download the airline’s official app
Many small domestic, charter or ultra-low-cost regional airlines don’t have official mobile apps, but large global airlines like American Airlines, Delta and United Airlines have official mobile apps that typically include flight status and boarding pass, checked-baggage tracking and access to in-flight entertainment. Sign up for notifications and you’ll get gate change and possible delay info ASAP.
Follow along from your phone
Flight-tracking apps like Flighty, FlightRadar24 or FlightAware can give you faster delay alerts, accurate inbound plane tracking and real-time live maps that standard airline apps often lack. Some of my favorites are FAAwait, which shows which airports are experiencing weather delays and how long they’re likely to last, and MyRadar, which shows weather and turbulence in real time.
My mother uses Flighty to track me and loves to hear what sounds like a flight attendant’s call light when my flight lands.
Get the most help quickly
I’ve often found that contacting an airline through social media channels, including X (formerly known as Twitter), can be faster than waiting on hold or standing in line to speak with an agent.
Understand where your space ends
If you have a window seat, you control the window. If you have a middle seat, you get both armrests. If you have the aisle, you get the outside armrest. Can’t tell you how many times I’ve been in a middle seat and both armrests were taken!
Pack for reality, not every possibility
Although it’s sometimes unavoidable to check bags, it often makes travel more stressful than it needs to be. We flight attendants travel with just a rolling carry-on and a tote bag, even when we’re packing for days at a time. Packing light makes it easier when you have to walk up stairs or hoist a bag over your head. I use space-saving folding or rolling techniques. And I stick to a neutral color palette so I can mix and match everything: three tops for every bottom, and accessories to make outfits look different. Work around three pairs of shoes, and wear the heaviest ones on the plane.
Treat security like a game of chess
A shorter line isn’t always the fastest. A long line of solo frequent business fliers (look for solo passengers holding laptops) may move faster than a line with a family that includes little kids or a baby. A quick security-line tip for women: Travel to the airport with your jewelry in your carry-on bag, then put it on after you go through security. I recommend you pay the fee for TSA PreCheck, so you always have a faster option when the regular security line is winding out the door. It costs less than $100, and it’s good for five years. PreCheck also makes a great gift for anyone who travels.
Be self-sufficient, food-wise
With air travel, you can never be certain when you’ll get your next meal. And yes, you can bring food through security as long as it complies with TSA’s 3-1-1 policy, so any food item that is a liquid, gel, cream, paste, or spread must be in containers of 3.4 ounces or less. This means you can bring any dry snacks or stop on the way to the airport to buy burgers, chicken sandwiches, chicken nuggets or fries. It will be cheaper than getting [them] after you’re through security. Bring water, whether that means buying an $8 bottle at the terminal or carrying an empty bottle through security to fill at a water fountain.
Dress for the flight
Airplanes are often freezing! Even in the summer, and especially when you’re sitting near an exit row. Bring a sweater or hoodie. If you get too hot, you can always roll it up and use it as lumbar support. And wear comfortable, sensible shoes in case you need to move quickly through the airport. Flip-flops or heels will only slow you down. Closed shoes have another benefit: That isn’t always water on the bathroom floor.
Be kind and stand out
Flight attendants deal with plenty of complaints. Simply being polite, making eye contact and offering a genuine “Please” or “Thank you” goes a long way and helps you stand out. Small coffee or snack gift cards are also a nice gesture that’s appreciated. Those are the people I want to go the extra mile for. More snacks, wine or water for you! It works for fellow passengers, too. A simple hello to those next to you before takeoff makes it easier to ask them to get up so you can go to the bathroom later.
Get in-the-know travel tips
Once the seat belt sign is off, come to the back and say hello to the flight crew. Many of us love to talk and know all the best non-touristy and budget-friendly places to visit around the world. It’s an easy way to stretch your legs on a long flight and get excellent travel tips at the same time.
Let it go
You can’t control delays, mechanical issues, cancellations, bad weather, your seatmate’s arm hair rubbing against you, the smell of tuna two rows behind you or a crying baby across the aisle. Getting stressed out about it will only ruin your trip. And keep in mind that these things affect the flight crew, too. You know that old saying, “Life isn’t about the destination, it’s the journey”? Well, do everything you can to make the journey enjoyable, no matter what it throws at you.
We hate delays too!
Delays create long workdays. And at my airline, when a flight gets canceled, we don’t get paid for the trip, so don’t take your frustration out on the crew. We’re upset too. Try to remember: We’re all in the cramped flying metal tube together. And if you can reach your destination by car in less than five hours, drive!
Stay focused in an emergency
Chances are very low that you’ll ever need to evacuate a plane. But if it does happen, keep in mind that every second counts. Every passenger who grabs something from the overhead bin is taking up precious time and putting other people’s lives at risk. It’s OK to grab a small bag that’s in your seat pocket or on the floor under the seat in front of you, with things like eyeglasses, phone, cable cords, headphones, medications, ID, passport, a credit card. You can get the suitcase later.
Bring your own entertainment
Planes don’t always have seatback screens, and in-flight Wi-Fi isn’t always reliable. Be prepared to entertain yourself. Bring something to read. Download movies, podcasts or books before you leave. Bring a portable charger and your own headphones. I can’t tell you how many times passengers ask me, “What am I supposed to do?” when the Wi-Fi doesn’t work or we run out of headphones. After I apologize, I sometimes say, “Talk to each other!” The look of horror I see on passengers’ faces is almost comical.
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