Service Expectations

General Introduction

Most Chinese believe in 'value for money'. It is therefore desirable to make the passenger feel that flying with Qantas is warm and worthwhile. But because each culture has its own value standards, the crew should take into account some etiquette hints, so as to make Chinese passengers feel more comfortable.

Do's and Don'ts

• Be polite and respectful, especially to the elders.
• Keep a smiling face and maintain eye contact when speaking.
• Be prompt in responding to requests. Speed is of extra importance to those from the cities, such as Hong Kong and Taipei, as they are not used to waiting.
• 'Silence is gold'. Take actions on the request immediately.
• Keep your promise.
• Be flexible. Multitasking may be required, if several passengers ask for assistance at the same time. The western style of queuing for service may not apply.
• Handle personal belongings with extra care, treat them using both hands to show respect. Objects are felt to be an extension of the person.
• Be patient and understanding. Some passengers may only be travelling abroad for the first time, and may be unusually excited, shy or worried. They need more explanation as to how things work in the cabin.
• Expect that the Chinese tend to talk more loudly than westerners.
• Expect requests for food and drinks in between meals. The Chinese like to eat and drink.
• Instead of being direct and to the point, some Chinese passengers like to talk at length to the attendants. Try to entertain them if possible, instead of being aloof at the outset.
• Chinese cabin crew should assist first-time travellers on immigration matters, e.g. landing cards.
• Avoid racial discrimination.
• Avoid unnecessary body contact. The Chinese are not accustomed to being touched by strangers. Do not hug, back slap or put an arm around someone's shoulder.
• Do not point when speaking. If pointing is needed, use an open palm instead of the index finger.
• Avoid conflicts. The Chinese do not like to 'lose face' in the public. Explain the reasons and do not criticise openly.
• Avoid saying things suggestive of bad luck, such as death or air crash. Some Chinese may be superstitious and feel uncomfortable.
• Do not be rude, ignore requests, or just say 'sorry' and leave. Say 'what can I help you?