法蒂哈·欧尚是公务机租赁公司VistaJet的一名客舱管家,司龄已接近三年,更是有着近9年的航空业工作经历。法蒂哈出生于摩洛哥,目前主要是在比利时和迪拜两地生活,她的第一份工作是在中东的一趟国际航班上担任空乘,主要服务于商务舱和头等舱。自从加入VistaJet以来,她已经去过全球90多个国家,她表示,这份工作让自己“过上了梦想中的生活”。
近期,《财富》杂志采访了欧尚,询问了疫情对其工作和未来看法的影响,并了解了她在面对疫情时如何管理自身情绪和财务状况。
为简明起见,以下采访内容有所删改。
《财富》:你日常都做些什么工作?
我的任务主要是确保乘客能够获得最佳的乘机体验。客户选择VistaJet出行的原因各不相同。有些客户是为了工作,有些则是为了放松。我需要全面了解客户的需求,并确保整个旅途尽可能舒适、轻松,让客户能以最好的状态抵达目的地。
在每次航班出发前,我都要做很多工作,比如:要确保客舱干净整洁、按客户的要求准备好机上餐食、检查机上设备是否都能正常使用,以及满足客人的各项个性化要求。我还要与客服、运营及飞行员等同事合作,确认客人行程的各项内容,确保旅途顺利、安全。每次执飞后,我会再次以最高标准检查机舱的卫生情况,确保机上物资充足,以便满足下一位客人的需求。
作为一名客舱管家,新冠疫情何时开始影响到了你的工作?
公司的管理团队为我们提供了必要的资讯与支持,所以我们无需担心安全问题,也有信心继续做好自己的工作。VistaJet对新冠疫情非常重视,并快速采取了针对性的调整,所以整个机组和乘客在旅途中无需为安全担心。
2月初,全体机组成员便都已知悉了相关风险,并采取了新的操作流程,比“居家令 ”的实施早了许多。为了保护乘客及机组人员的安全,公司为我们配发了口罩、一次性手套和体温计,还指导我们要注意个人空间,避免与乘客产生不必要的接触,比如欢迎乘客登机时常用的握手礼便取消了。
为了更好地保障安全性,我还额外采取了一些防护措施。比如,为了确保能按时给自己量体温,除了VistaJet发的体温表,我还带了自己的体温表。乘客对我们所做的这些调整评价很高,觉得我们非常专业。
疫情期间出行的体验如何?公务机与商业飞机相比在这方面有什么特别之处?
在确保安全的前提下,两者最大的区别在于:VistaJet仍然可以飞往全球各地,而现在大多数商业航线做不到这一点。由于我们的机队遍布全球,并且归属私人所有,没有所谓的“总部”,所以我们更加灵活,反应也更快,任何客户,只要需要出行,VistaJet的飞机都能满足。疫情爆发后,我们的执飞次数有所下降,但我们的状态仍是一如既往的好,能够随时出发。我们将继续为需要出行的客人提供全方位的服务。
乘客提出过哪些让你感到意外的要求?旅途中,机组可能碰到哪些未知的突发状况?
为应对疫情,我们调整了服务规范,不再将奢华性放在首位,而是首先尽最大可能确保旅途的安全。由于部分供应商已经关门停业,所以乘客的有些要求实现起来要比平常难上许多。我很清楚,我们的运营团队每天都在努力地完成着各种不可能完成的任务。现在申请许可要花的时间比以往更长,而且每趟航班都要单独评估。我们有一个专门的团队,其职责是确保我们尽可能及时地了解任何旅行限制的每日(通常是每小时)变化。客户非常理解现在的情况,也很配合我们的工作,让我们能够在当前形势下顺利完成每一次航班任务。
乘客乘坐公务机的体验有哪些变化?
我们会尽可能让乘客获得与疫情前相当的出行体验。不过在具体的服务内容上还是会有所调整。以提供给乘客的机上餐食为例,通常情况下,我们会按照正式备餐的标准为乘客准备餐桌、餐具:亚麻桌布、餐巾、昆庭瓷器、餐具及各种玻璃器皿。
而现在由于新冠疫情的影响,有时乘客会更愿意使用一次性的陶制餐具。考虑到乘客需求的变化,我们在航班中提供了相应的选择,一些乘客也因此向我们表达了谢意。如果乘客需要,我们也可以像往常一样提供羊绒毯和高科技产品供其使用。出行体验没有太大变化,只是有些服务出于健康和安全的考虑做了些调整。
你觉得未来还会有哪些变化?
我觉得新版规范会要求机上进行更多测试,执行更繁杂的安全规程。现在,每次航班结束后我们都会用专业级的消毒剂对飞机内部进行清洁,这种消毒剂能够有效杀灭病毒,有效期可达10天。为进一步提升安全性,我们的飞机每周会进行一次深度清洁和强化消毒。我们还联合供应商采取了其他多种防护措施,以提高进入客舱的食品和其他用品的安全性。
我们也启用了新的乘客筛查流程,并进一步收紧了认证要求。随着越来越多的国家重新打开边境,旅行,尤其是国际旅行的数量将会日渐增加,在此背景之下,乘客的安全意识及安全需求也会越来越强,只有做好了安全防护,乘客才能安心。
航空公司会对乘客和机组人员提出更多要求么?比如会不会要求他们佩戴口罩?
为了我们自身和乘客的安全,VistaJet的机组人员都必须佩戴口罩和手套,并且每天测量两次温度。
乘客可以自行选择是否佩戴口罩。当乘客在机上时,我们希望可以为他们打造一个安全、舒适的环境,让他们能有一种宾至如归的感觉。有的地方会要求乘客在通过航站楼(甚至是私人通道)时佩戴口罩,但在我们的机舱里,乘客可以自行决定是否佩戴口罩。如果他们不想戴,我们也不会强求。
在公务机上有可能保持社交距离么?
这取决于乘客的数量和飞机的大小。VistaJet运营的是超中型和大型飞机。如果是3至4个乘客同乘一架超中型客机,或者不超过7名乘客乘坐同一架大型客机,那么保持合适的社交距离是可以做到的。更重要的是,现在也不像以前那么提倡6英尺(约1.8米)的社交距离了。
作为机组人员,我们非常清楚要给乘客留好空间。我们会以最快的速度、最高的效率完成工作,以便能最大程度地减少不必要的互动,此外,我们还会询问乘客,了解他们希望获得客舱服务的频率。
新冠疫情对你个人有什么影响,你过得怎样?你是如何应对这些变化的?在这样一个动荡的时期,人们如何在旅行时保持积极的心态?
老实说,考虑到现在的情况,我觉得自己的状态真的算是非常不错了。公司采取了各种安全防护措施,我对自己的工作环境很放心,不会担心工作环境不安全或者会遇到风险。
对于疫情造成的特殊状况,乘客们都非常理解,他们只是希望以最快的速度安全抵达自己的目的地,所以在飞机上也不会提出苛刻的要求,让我们能够专注执行新的安全规范。
为了放松心情,我还会随身携带课本,没事就读一读,学习学习。我现在正在修读国际关系学的课程,所以也得准备考试。它就像个“世外桃源”,让我不用老是想着各种因为新冠疫情而造成的不幸和苦难。
锻炼身体、呼吸新鲜空气是我保持积极心态的秘诀。每当我不得不去超市或杂货店买东西时,我都会走路过去。这么做一举两得:在振奋精神的同时,还能焕发身体活力。我也会练习瑜伽,因为这能让我产生一种清晰、平静的感觉。如果不喜欢瑜伽的话,也可以试试冥想,两者的功效差不多,区别在于冥想不需要活动身体。
我希望疫情能快点过去,并期待可以与VistaJet继续未来的旅程,也希望很快就能迎来各位乘客的再次光临。(财富中文网)
译者:Feb
法蒂哈·欧尚是公务机租赁公司VistaJet的一名客舱管家,司龄已接近三年,更是有着近9年的航空业工作经历。法蒂哈出生于摩洛哥,目前主要是在比利时和迪拜两地生活,她的第一份工作是在中东的一趟国际航班上担任空乘,主要服务于商务舱和头等舱。自从加入VistaJet以来,她已经去过全球90多个国家,她表示,这份工作让自己“过上了梦想中的生活”。
近期,《财富》杂志采访了欧尚,询问了疫情对其工作和未来看法的影响,并了解了她在面对疫情时如何管理自身情绪和财务状况。
为简明起见,以下采访内容有所删改。
《财富》:你日常都做些什么工作?
我的任务主要是确保乘客能够获得最佳的乘机体验。客户选择VistaJet出行的原因各不相同。有些客户是为了工作,有些则是为了放松。我需要全面了解客户的需求,并确保整个旅途尽可能舒适、轻松,让客户能以最好的状态抵达目的地。
在每次航班出发前,我都要做很多工作,比如:要确保客舱干净整洁、按客户的要求准备好机上餐食、检查机上设备是否都能正常使用,以及满足客人的各项个性化要求。我还要与客服、运营及飞行员等同事合作,确认客人行程的各项内容,确保旅途顺利、安全。每次执飞后,我会再次以最高标准检查机舱的卫生情况,确保机上物资充足,以便满足下一位客人的需求。
作为一名客舱管家,新冠疫情何时开始影响到了你的工作?
公司的管理团队为我们提供了必要的资讯与支持,所以我们无需担心安全问题,也有信心继续做好自己的工作。VistaJet对新冠疫情非常重视,并快速采取了针对性的调整,所以整个机组和乘客在旅途中无需为安全担心。
2月初,全体机组成员便都已知悉了相关风险,并采取了新的操作流程,比“居家令 ”的实施早了许多。为了保护乘客及机组人员的安全,公司为我们配发了口罩、一次性手套和体温计,还指导我们要注意个人空间,避免与乘客产生不必要的接触,比如欢迎乘客登机时常用的握手礼便取消了。
为了更好地保障安全性,我还额外采取了一些防护措施。比如,为了确保能按时给自己量体温,除了VistaJet发的体温表,我还带了自己的体温表。乘客对我们所做的这些调整评价很高,觉得我们非常专业。
疫情期间出行的体验如何?公务机与商业飞机相比在这方面有什么特别之处?
在确保安全的前提下,两者最大的区别在于:VistaJet仍然可以飞往全球各地,而现在大多数商业航线做不到这一点。由于我们的机队遍布全球,并且归属私人所有,没有所谓的“总部”,所以我们更加灵活,反应也更快,任何客户,只要需要出行,VistaJet的飞机都能满足。疫情爆发后,我们的执飞次数有所下降,但我们的状态仍是一如既往的好,能够随时出发。我们将继续为需要出行的客人提供全方位的服务。
乘客提出过哪些让你感到意外的要求?旅途中,机组可能碰到哪些未知的突发状况?
为应对疫情,我们调整了服务规范,不再将奢华性放在首位,而是首先尽最大可能确保旅途的安全。由于部分供应商已经关门停业,所以乘客的有些要求实现起来要比平常难上许多。我很清楚,我们的运营团队每天都在努力地完成着各种不可能完成的任务。现在申请许可要花的时间比以往更长,而且每趟航班都要单独评估。我们有一个专门的团队,其职责是确保我们尽可能及时地了解任何旅行限制的每日(通常是每小时)变化。客户非常理解现在的情况,也很配合我们的工作,让我们能够在当前形势下顺利完成每一次航班任务。
乘客乘坐公务机的体验有哪些变化?
我们会尽可能让乘客获得与疫情前相当的出行体验。不过在具体的服务内容上还是会有所调整。以提供给乘客的机上餐食为例,通常情况下,我们会按照正式备餐的标准为乘客准备餐桌、餐具:亚麻桌布、餐巾、昆庭瓷器、餐具及各种玻璃器皿。
而现在由于新冠疫情的影响,有时乘客会更愿意使用一次性的陶制餐具。考虑到乘客需求的变化,我们在航班中提供了相应的选择,一些乘客也因此向我们表达了谢意。如果乘客需要,我们也可以像往常一样提供羊绒毯和高科技产品供其使用。出行体验没有太大变化,只是有些服务出于健康和安全的考虑做了些调整。
你觉得未来还会有哪些变化?
我觉得新版规范会要求机上进行更多测试,执行更繁杂的安全规程。现在,每次航班结束后我们都会用专业级的消毒剂对飞机内部进行清洁,这种消毒剂能够有效杀灭病毒,有效期可达10天。为进一步提升安全性,我们的飞机每周会进行一次深度清洁和强化消毒。我们还联合供应商采取了其他多种防护措施,以提高进入客舱的食品和其他用品的安全性。
我们也启用了新的乘客筛查流程,并进一步收紧了认证要求。随着越来越多的国家重新打开边境,旅行,尤其是国际旅行的数量将会日渐增加,在此背景之下,乘客的安全意识及安全需求也会越来越强,只有做好了安全防护,乘客才能安心。
航空公司会对乘客和机组人员提出更多要求么?比如会不会要求他们佩戴口罩?
为了我们自身和乘客的安全,VistaJet的机组人员都必须佩戴口罩和手套,并且每天测量两次温度。
乘客可以自行选择是否佩戴口罩。当乘客在机上时,我们希望可以为他们打造一个安全、舒适的环境,让他们能有一种宾至如归的感觉。有的地方会要求乘客在通过航站楼(甚至是私人通道)时佩戴口罩,但在我们的机舱里,乘客可以自行决定是否佩戴口罩。如果他们不想戴,我们也不会强求。
在公务机上有可能保持社交距离么?
这取决于乘客的数量和飞机的大小。VistaJet运营的是超中型和大型飞机。如果是3至4个乘客同乘一架超中型客机,或者不超过7名乘客乘坐同一架大型客机,那么保持合适的社交距离是可以做到的。更重要的是,现在也不像以前那么提倡6英尺(约1.8米)的社交距离了。
作为机组人员,我们非常清楚要给乘客留好空间。我们会以最快的速度、最高的效率完成工作,以便能最大程度地减少不必要的互动,此外,我们还会询问乘客,了解他们希望获得客舱服务的频率。
新冠疫情对你个人有什么影响,你过得怎样?你是如何应对这些变化的?在这样一个动荡的时期,人们如何在旅行时保持积极的心态?
老实说,考虑到现在的情况,我觉得自己的状态真的算是非常不错了。公司采取了各种安全防护措施,我对自己的工作环境很放心,不会担心工作环境不安全或者会遇到风险。
对于疫情造成的特殊状况,乘客们都非常理解,他们只是希望以最快的速度安全抵达自己的目的地,所以在飞机上也不会提出苛刻的要求,让我们能够专注执行新的安全规范。
为了放松心情,我还会随身携带课本,没事就读一读,学习学习。我现在正在修读国际关系学的课程,所以也得准备考试。它就像个“世外桃源”,让我不用老是想着各种因为新冠疫情而造成的不幸和苦难。
锻炼身体、呼吸新鲜空气是我保持积极心态的秘诀。每当我不得不去超市或杂货店买东西时,我都会走路过去。这么做一举两得:在振奋精神的同时,还能焕发身体活力。我也会练习瑜伽,因为这能让我产生一种清晰、平静的感觉。如果不喜欢瑜伽的话,也可以试试冥想,两者的功效差不多,区别在于冥想不需要活动身体。
我希望疫情能快点过去,并期待可以与VistaJet继续未来的旅程,也希望很快就能迎来各位乘客的再次光临。(财富中文网)
译者:Feb
Fatiha Ouchan has been in aviation for almost nine years and has served as a cabin hostess for private plane charter VistaJet for nearly three years. Originally from Morocco but now splitting her time between Belgium and Dubai, she began her career as a flight attendant with an international airliner in the Middle East, mostly serving the business and first-class cabins. Since she joined VistaJet, she has traveled to more than 90 countries around the world, and she says her job has enabled her to “truly live my dream.”
Fortune spoke with Ouchan for a new series, The Coronavirus Economy, to ask about how the outbreak has affected her work and her thoughts on the future, and to get a sense of how she has been handling this news, both emotionally and financially.
The following interview has been lightly edited and condensed for clarity.
Fortune: What is your day-to-day role like?
My main aim is to ensure that our passengers have the best onboard experience possible. VistaJet customers fly for different reasons. Some fly for business, others for leisure. It’s my role to understand the client’s needs and ensure the flight is as comfortable and stress-free as possible, so they can arrive to their destination in the best possible condition.
Before each flight, I make sure the cabin is thoroughly cleaned and prepared, the catering is ready as requested, all the onboard amenities are available, and all special requests are taken care of. I also work with client services, operations, and the pilots to ensure the flight is smooth, safe, and all elements of the client’s travel are confirmed. And after each flight, I again take excellent care of the cabin cleanliness and check the aircraft is well stocked and fully ready for the next customer.
When did COVID-19 first affect how you conduct your role as a cabin host on a private jet?
Our management team has ensured that we have been equipped with the necessary information and support, so we feel safe and confident to carry out our work. VistaJet has taken the COVID-19 crisis seriously and adapted very fast so we—[the entire] crew—and our passengers are able to travel safely.
Early in February, all crew were made aware of the risks, and new procedures were put in place, way before the “stay at home” orders were implemented. To protect clients’ and crews’ safety, we were sent masks and disposable gloves to wear, thermometers to take our temperatures, and given instructions to be mindful of personal space and eliminate unnecessary contact with the passengers, such as the customary handshake to welcome them before they board.
I even took a few extra precautions just to be extra safe. For example, in addition to the VistaJet-issued thermometers, I carried my own personal thermometer and would be sure to check my temperature regularly. The clients really appreciated the changes and considered these actions as highly professional.
What does travel during a pandemic look like now, especially for private planes versus commercial ones?
The biggest difference is that VistaJet is still flying everywhere it is safe to do so, while most commercial routes are not currently available. Since our fleet is global and privately operated, we don’t have a home base, so we can be much more flexible and reactive and have VistaJet aircraft fully available for any customer who needs to travel. We’re not flying as often as before the outbreak, but we have always remained ready and available to go. And we continue to be fully available for those who need to travel.
What kinds of unexpected passenger requests have you received? What other last-minute travel unknowns should fliers possibly expect?
Our standards have adapted to prioritize maximum safety over luxury, and it has become harder to welcome some requests that we would have been able to accommodate in normal times, since many suppliers are closed. I know our operations team has been working so diligently to help make the impossible possible every day. Permits have been taking longer, and each flight is assessed on a case by case basis. We have a dedicated team whose responsibility is to ensure that we are updated in as timely a way as possible with the daily—often hourly—changes on any travel restrictions. Customers have been really understanding of the situation and have worked with us to make each flight possible under the current conditions.
How has the guest experience changed on private jets?
We are trying to maintain the same level of guest experience as before the outbreak. However, we had to change certain elements of how we provide that experience. For example, clients are always offered onboard dining. For their meal, we normally prepare the dining table with formal place settings: linen tablecloth and napkins, Christofle china, cutlery, and glassware.
In some cases, because of COVID-19, customers now prefer disposable crockery, and they are very thankful that we have considered this and are able to offer this on board should that be their preference. All of our traditional offerings such as cashmere and tech items are available upon request if needed. The experience is almost the same, just adjusted in consideration for health and safety.
How do you expect it will continue to change?
I expect new regulatory standards will require more testing and safety protocols to be implemented on board. Currently, we clean the aircraft interior surfaces after each flight with a professional grade disinfectant that destroys viruses and remains effective for 10 days. To further enhance safety, the aircraft undergoes a deep clean and enhanced sanitization cycle every week, and we have worked with our suppliers to incorporate additional protective measures to heighten the safety of food and all products coming into the cabin.
We have implemented new passenger screening processes and tightened our certification requirements. As countries begin to open back up and travel increases, particularly international travel, there will be heightened awareness and demand from passengers to have more peace of mind for safety.
Are there going to be more requirements imposed on passengers as well as crew, such as requiring the use of face masks?
It is mandatory for VistaJet crew to wear masks and gloves and to take our temperatures twice daily, for our own safety and for that of our clients.
For the passengers, wearing a mask is optional. When a client is on board, we try to create a safe and comfortable environment; we want passengers to feel like the cabin is their “home away from home.” Some locations require passengers to wear a face mask as they go through the terminal—even private gateways—but when they reach our cabin, if they want to wear a face mask, it’s their choice. If not, we do not enforce it.
Is social distancing even possible on a private plane?
It depends on the number of passengers and the size of the aircraft. VistaJet operates super midsize and large cabin jets. If you have three or four passengers on our smaller aircraft, or up to seven on our largest planes, social distancing is very possible. More than that, the social distance recommendation of six-feet radius decreases.
As crew members, we are very aware of giving passengers their space. We try to operate fast and efficiently so as to minimize any unnecessary interactions, and we make sure to ask them their preference on how often we visit the cabin.
On a personal note, how are you faring amid all this? How are you coping with these adjustments, and how can one stay positive while traveling during this (pardon the pun) turbulent time?
Honestly, I feel really good considering the circumstances. With all the safety protocols VistaJet has implemented, I know my work environment is safe, so I don’t feel endangered or at risk.
All the clients understand the unusual situation stemming from the pandemic, so they just want to get to their destination as quickly and as safely as possible. As a result, onboard requests have not been very demanding, and we can concentrate on the new safety requirements.
To ease my mind, I’ve brought my schoolbooks to read and study. I’m currently enrolled in courses on international relations and have to prepare for my exams. It’s been a pleasant distraction from all the unfortunate news and devastation caused by COVID-19.
What’s worked for me to stay positive is getting exercise and fresh air. Whenever I have to go to the supermarket or grocery store for supplies, I make it a point to walk so I can get both. For me it’s uplifting and energizing. I also practice yoga; it provides me with a sense of clarity and calmness. But if you’re not into yoga, I recommend meditation. It provides similar benefits without the physical elements.
I’m hopeful the pandemic will soon end, and I look forward to continuing my travel journeys with VistaJet and welcoming our clients on board again very soon.