Do you experience sudden turbulence on flights? If so, what is the usual swerve level?
Hande Şahin Öner: Turbulence does sometimes occur and it can be felt by everyone on the aircraft, including cabin crew. We try to manage the process professionally and arrive at the destination safely. Before beginning the flight, we conduct a briefing with our captains. Let’s say we’re flying from İstanbul to London. The flight will last four hours and, according to the meteorology reports, there will be some turbulence in the third hour. In this case, our pilots provide the necessary information and inform passengers that they must keep their seat belts fastened to ensure their safety. However, unexpected turbulence events can occur as a result of sudden changes in weather conditions or route changes. In these situations, we’ll take a variety of precautions to ensure the safety of ourselves as well as our passengers. For example, we’ll make an announcement and check on our passengers; and our captains alert us via the communication system. With risky situations, we take certain actions. For instance, if there’s a meal service, we’ll delay it – in severe turbulence, hot food or beverages could spill on a passenger and endanger them. Essentially, we take all necessary precautions in these situations.
What are the challenging and fun aspects of your job?
İlhan Tan: We’ve discussed some of them in detail, but I believe the most important aspect of the profession is this: Yes, you wear a cabin crew uniform, but there are multiple uniforms underneath. It’s similar to Clark Kent wearing his Superman uniform under his everyday clothing. We’re cabin crew members but if a passenger has a health problem, we may be required to administer first aid. We have to be aware of potential problems at all times and we also must know the resources at our disposal. Staying alert and mentally prepared for every possible issue is the most important aspect of this job, and you’re doing it all with a team you just met. So you are functioning as a team rather than just a group of workers. In addition, as cabin crew members, we work most effectively when we can maintain a balance in our energy levels, especially in terms of communicating with each other and with passengers, and flying for an extended period of time.
The most fun part of the job is traveling around the world. Just in case you asked, I checked on the number of countries I’ve visited – It’s 67. These are countries where I actually spent time: I met people, I ate, I saw tourist attractions and so on.
Hande Şahin Öner: For me, one of the most important aspects is to establish effective communication with the team. I mean, “Hello, we’re a team with you, and I’m expecting a flawless operation today. At the same time, you need to have all of the information. You must maintain excellent communication with passengers and resolve any issues that arise. So, if we’re working together as a team, I also expect you to work well with me and to manage your energy.” I’ve just met you, so I have no prior knowledge of how you work; we both need to communicate clearly. As a cabin chief, it is imperative to maintain a cohesive team – you also bear more responsibility to your captains and your company. As such, one of my top priorities is to establish this type of communication environment.
One of the most enjoyable aspects of the job, for me, is self-realization, which I associate with travel. And some of my favorite moments are when our passengers tell us that we took excellent care of them and express their gratitude. When that happens, I go home knowing that I have done my job well. I should also note that my colleagues are especially sensitive to children, seniors, and passengers with special needs; this is one of our greatest qualities and, in fact, many of our homes are overflowing with children’s coloring sheets. I think these will be my most valuable possessions when I retire. Of course, everyone is responsible for safety, but being able to contribute to it is one of our proudest achievements.
İlhan Tan: When passengers board the plane, they are already aware that you will transport them safely and that the food service will begin shortly. Your extra effort there, taking care of someone you believe requires assistance, makes a difference. Passengers are also delighted with this.
Time management is an essential skill for cabin crew members. How do you handle it? Because it’s truly admirable how quickly you achieve synergy and perfect timing.
İlhan Tan: The only thing that moves us out of chaos is order. The company issues us this order with the necessary documentation. In other words, it is stated at the outset which skills we should employ in response to potential situations. Furthermore, we use communication to solve team coordination problems. Let’s say the serving cart in front requires buttermilk (ayran). If I get up and try to do my own thing by passing through the serving cart, I’m not managing my time effectively. We can compare this to swans gliding smoothly across the water; on the surface, it appears effortless but there’s a lot of action underneath! In other words, from the moment we step onto the cabin stage and welcome the passengers to the moment we say goodbye, an incredible operation is underway. Our feet, like the swan’s, are exerting tremendous effort. We put on our jackets, we greet you, and we make sure you leave the plane feeling satisfied. While doing so, we have to maintain effective communication with each unit. I’m not talking about simply “getting along”, the two are very different. I’m talking about delivering the right information to the right person at the right time and receiving feedback. For example, you are our front-of-house guest and have provided us with feedback on your health. If I don’t share this information with my teammates, they won’t be aware that there’s a passenger with a health need and, if something arises, the necessary intervention cannot be made. Thus the time management that you describe can only be achieved through team communication.
Hande Şahin Öner: From the moment we board the plane until we leave, we must manage our time efficiently. This is not only a service, but also an operational procedure. Flight operations resemble a living organism. For instance, if the staircase does not arrive after the aircraft has been parked, we can’t disembark our passengers; if the cleaning team does not arrive after passengers have exited, we can’t prepare for the next flight. In this sense, there is a significant chain reaction. Our responsibility is to complete all preparations as soon as possible after entering the aircraft. The most important issue for passengers is that the flight takes off and lands on time. At this point, the failure to complete a task on time may result in a negative chain reaction; maybe there’s an item that needs to be onboard but is missing or out of date – if we don’t immediately request the supply of this material from the relevant unit, we may have to wait hours for it. The ability to maintain these things accurately develops over time; a cabin crew member who has just completed their sixth month cannot be expected to have 100% concentration. In general, cabin chiefs are responsible for directing this work and the entire process generally runs smoothly if we maintain proper communication with our teammates and both parties express themselves clearly. Communication is key and, as I said before, taking the necessary precautions before problems arise is also critical for effective time management.
Your personal time management skills must also be excellent, as you are flying for hours at a time and having sleepovers. How do you handle this?
İlhan Tan: We can say that we excel at time management during flight operations; in my case, it extends into my personal life. At home, in my kitchen, I can prepare three types of meals and salads in an hour without leaving any dishes. It is similar to the meter in music. You make four beats in a four-four beat rhythm and note and, if you miss one, you move on to the next measure. This is exactly what Hande just said. Assume that an emergency item needs to be transported to a plane. If the notification process is disrupted, the plane’s departure time may be affected, because the aircraft cannot take off until that item arrives. As a result, time management is poorly implemented in sequence. Colleagues who are newer cabin crew members should keep this in mind: keeping track of documents and staying up to date is critical in our profession. We have noted this throughout this interview, but I’ll say it again. From the moment you start flying, you must read constantly. You can’t manage flight operations unless you are up to date on current events and are aware of new developments. You’re transporting lives each time you fly – these are lives entrusted to us – so I want new recruits to understand that the academic aspect of the job is equally important. Even after becoming a doctor, medical professionals continue to read and keep up with current information, and so do we in our profession.
Hande Şahin Öner: Because our business has many rules, time management is essential. We need to know the rules and regulations and we need to be aware of any changes that are made. If we don’t, we make mistakes. This quality – our time management skills – extends into our regular lives and sometimes earn us labels like “organized” and “too time-oriented” in our social life. But personally, I am very satisfied.
How does your work affect your family life?
İlhan Tan: Actually, it varies from person to person. I’ve been married for eight years, and my wife and I met on a flight; she’s also a cabin crew chief. If you request it, the company will schedule your free days, which are eight days per month, to coincide with those of your spouse, as my wife and I are currently doing. On the remaining 22 days, she can be in America while I am in Japan, or she can be in South Africa while I am in Russia. It changes. We do miss each other but we also still feel like a new couple! We don’t have children yet but, when we do, it will be more important for one of us to have feet on the ground. We’ll work it out. So, in any case, the way work affects family life varies depending on the individual.
Hande Şahin Öner: Because of your work, you may be unable to attend your child’s organizations or to be around for a family member’s birthday. These situations should have no effect on your relationship but it is also determined by the other person’s understanding. My husband works a regular job, from 08.00 to 17.00, and he and I have never had issues. There used to be misconceptions about our work, such as “Can a remote marriage work?” but these have faded in recent years.
What are the positive and negative effects of your profession in terms of other aspects of your life?
Hande Şahin Öner: Positive effects include being more disciplined and managing time more effectively. For example, planning ahead to get to destinations, avoiding rush hour traffic and so on. Sometimes it gets funny – I was visiting my mother and my sister said “Sis, calm down! We’re not on an airplane. Let’s sit and have some coffee.” Sometimes I think that the order and cleanliness we maintain on the aircraft should be replicated at home; these habits are now ingrained in me and part of my daily life; they help me anticipate possible issues and act more calmly. Another positive aspect of the job is that by meeting lots of people, your vocabulary expands.
İlhan Tan: Maybe I can add this so that the new candidates are prepared: The concept of special days, such as national holidays, becomes a moot point. But people travel on these special occasions, and we transport them to their loved ones! We have celebrated Eid, for instance, with 150 people on the plane. This is a key feature of the profession and its members’ perspectives – people. Our family includes our teammates with whom we fly. Another plus of the job is that I’ve discovered that my social skills have improved tremendously. You’re attempting to create an opportunity, so to speak, in a closed box kilometers above the ground. This expands your creativity while exercising your interpersonal skills. As a result, you gain the confidence to think, “if I can do these things in the air, what can’t I do on the ground?”
How does your leave system work? How many days of leave do you have each month, and how do you manage it?
Hande Şahin Öner: Every cabin crew member is entitled to eight days of free time per month, beginning on the first day of employment and this is your right. We also have several rules established by Turkish Airlines and protected by union rights. None of us can have fewer than eight days of free entitlement, and this limit can be exceeded. For example, if the number of flights is low, you are assigned a watch duty during the planning phase and are on house watch. You are not assigned flight duty, so you spend the day at home. These are not part of the free days we get. I’m not sure, but I believe everyone starts with 18 or 20 days of annual leave. These entitlements increase with seniority over a 10- to 15-year period. We must submit our requests to the company within a specific time frame but Turkish Airlines tries to accommodate everyone’s requests by providing the most convenient dates possible. We can use our leaves in two, three or four segments throughout the year. Once the annual leave is set, we must take it on that date unless we change it with someone or declare an exceptional situation. In this respect, we adhere to specific dates and schedules. Except, of course, for the issues reported to us.
İlhan Tan: People are naturally inclined to take vacations during the summer. However, this is not the case for all employees. So some colleagues will have summer vacations in July or August, while others get them in May or September. We are expected to plan our summer holidays in accordance with this distribution.
You work in a profession that requires you to fly frequently and interact with others. We believe that this requires discipline and endurance. How do you learn these skills?
İlhan Tan: As previously stated, our profession was ranked third among the world’s top three most difficult jobs. Before going to work, we prepare ourselves mentally. As Atatürk said, a sound head is found in a sound body. We can’t work effectively if we’re too tired, not getting enough sleep or aren’t eating well. To ensure that we can perform our jobs and are mentally prepared, we need to take proper care of our health. This is why height and weight measurements, as well as regular health checks, are performed.
How do you handle potential crises during a flight? Could you please explain with an example?
İlhan Tan: Once, on a flight to New York, we were attempting to ensure that an intoxicated passenger was safely seated after he became rowdy and exhibited exaggerated behavior. To manage such a crisis, we first had to make sure that the passenger recognized that it was not a personal matter and that my colleague was simply performing their duties as a flight crew member. We have previously stated that communication is essential; we immediately communicated this situation to our teammates and, approximately 40 seconds after the incident occurred, all procedures were already in place. Everyone was mentally prepared for this, and the necessary procedures were followed on the aircraft to ensure that no one was injured – because that kind of incident can cause safety issues on the flight. In short, I believe that we resolve all communication crises by providing feedback to one another.
Hande Şahin Öner: I was stranded in Athens with our passengers due to snow. One of the most important aspects in such a situation is to remain calm. However, until the situation reaches that point, you have already trained yourself through your own experiences over the years.
Do you prefer shorter or longer flights?
Hande Şahin Öner: We have daily work hours. Let’s say I have a 12-hour workday today. During this time, I can travel to İzmir and Ankara and return. This may increase the workload compared to traveling to and from London in one trip, because we’re conducting operational transactions twice. So, I’d say that the longer I can fly in one flight, the better. When we rest while flying across the ocean, we can complete the same 12-hour shift with more rest. For me, this is easier, but it can vary from person to person.
İlhan Tan: Yes, some personnel may prefer to return home after the flight and so would opt for a layover interruption, i.e., a flight schedule that doesn’t involve an overnight. In these cases, they’re preparing for flights that are constantly departing and returning. A schedule can also accommodate special circumstances, such as health issues or children, if disclosed to the company. In other words, personnel would arrive at home in the morning following an evening or night flight.
What makes you the happiest while in flight?
İlhan Tan: As cabin chiefs, we are delighted when we fly with conscientious, responsible, and enthusiastic crew members who can assist us in every way. When they see how professional and sincere you are, it already has a positive impact on the passengers.
Hande Şahin Öner: For example, suppose a passenger has a medical condition and we are making a doctor’s announcement. If my teammate is unsure whether the passenger has fainted and whether they should make the announcement, this is not an ideal situation. But if that same teammate calls me as soon as they hear the doctor’s announcement and tells me that a passenger has fainted, that we can notify our captain, and that the first aid kid has been prepared, I will be very happy. Because we are also on board in the event of a crisis, it’s easier for everyone if our team performs their tasks in full. So, if there are four of us, our workload will be 25%, which is ideal for us.
There are some restrictions, such as not reading in the air. Why is this, and are there any exceptions?
İlhan Tan: Even when we are serving on the plane, we consider how we might intervene if there is a problem. When we finish our service, we allow passengers to rest, and we turn off the lights. We sit in our designated stations. If we pick up a book and begin reading or are on the phone, it indicates that we are dealing with something else and thus reducing our alertness level whereas we must remain alert throughout the flight.
Is there any particular ratio or preference in terms of male/female cabin crew members?
İlhan Tan: Physically, men may have an advantage in terms of muscle mass, but some people believe that women have a more elegant and graceful appearance. However, in order to eliminate this perception, look at our company’s posters, which have an equal gender distribution. For example, not all captains are men; Turkish Airlines has many female pilots. Also, in our profession, mental health is as important as physical health; gender is irrelevant in this context. We all represent our country and our company and we all do it admirably, so focusing solely on gender is inappropriate. This profession is for people who have thoroughly trained themselves and who represent their country and organization in the best manner.
Hande Şahin Öner: I believe that men and women should be split 50/50. But in any case, flight crew planning is gender neutral. Crew planning considers factors such as aircraft type certificates and health conditions. Thus, an all-female or all-male crew members can fly. We are and will be able to successfully complete important processes with all-female crews; however, having men on the cabin crew can be advantageous, both physically and as a potential deterrent in terms of passengers who behave inappropriately.
What are home standby and airport standby?
Hande Şahin Öner: Home standby looks like this: For example, I receive a notification code indicating that I am on home standby from 08.00 to 18.00. That day, I’ll stay home, prepare to go to work, and wait for the call. There’s a two-hour notice so, when I do get the call, I have two hours to get to the airport to work. While home standby is not necessarily on the schedule every month, it may occur several times per month. If I am not called for an assignment, that day becomes a free day once my shift ends; in other words, there are no other obligations that day. These also have limits.
İlhan Tan: The airport standby procedure is as follows: If a flight changes due to operational reasons and a crew change is required, planning is completed. If a crew change is required quickly, a crew member in the airport is contacted immediately rather than someone on home standby. Airport standby takes place in the terminal during specific hours; during these hours, the crew member is waiting at the terminal to see if they’re assigned a flight.
Is it more stressful to work in Business or Economy class?
İlhan Tan: I don’t believe either cabin is more or less stressful, because I’m doing a job that I enjoy. However, new candidates sometimes believe that working in Economy is more stressful because there are more passengers: There are usually around 16 Business Class seats and 164 Economy Class seats. On the other hand, the atmosphere of Business Class might be a different stress figure. In any case, the crew have a motto: “If everyone isn’t done, no one is done”. In other words, when necessary, crew members working Economy will provide assistance to those working in Business class and vice versa.
Hande Şahin Öner: At this point, we cannot discuss difficulty or ease. Furthermore, the teams in both sections work together to support one another. In other words, there’s no situation where I am working in Business Class while my Economy Class teammates are caring for 150 people. When they finish their tasks, they support those who are still working. Similarly, the Economy Class team may seek assistance from Business Class.
Here’s a question from a passenger perspective: Galleys (airplane kitchens) seem to be a lot of fun from a passenger’s point of view. Are they? What if a passenger comes into the galley to request something extra?
Hande Şahin Öner: This is an ever-changing situation. First and foremost, everything we bring on board for catering is for passengers. We may not be able to get food or beverages at every airport we visit, so we may need to consider both departing and returning passengers. If only one serving of refreshments has been loaded for our passengers, we assist those who want to take the second serving to the greatest extent possible. However, there are some limitations and restrictions here. We must keep an eye on the passengers, especially when they are drinking alcohol, to ensure their own safety and the safety of other passengers.
Do you ever meet celebrities on flights?
İlhan Tan: Yes – and I didn’t mention this when discussing the positive aspects of the job! I play the piano and, once, we flew Fazıl Say from İzmir. I spoke with him for about five minutes; he is an incredible gentleman. I even asked him to take a photo with me as a souvenir, and he gladly accepted. I’m already a fan of his, and I’ve seen him on stage several times. But where else would I have an opportunity to speak with him?
Hande Şahin Öner: I once met Haluk Bilginer while on a plane. He is a name I adore. I asked him to fasten his seatbelt and he replied in his beautiful voice. Rather than taking pictures, I prefer to cherish small and pleasant moments.
I’m noticing that you two have excellent synergy – have you ever flown together?
No, but we take non-flying duties. We moderate internal meetings under the supervision of our chief. But, to be honest, whenever you bring two cabin crew members together – even if they’ve never met – they’ll reach this level of synergy in about 10 minutes. This is our quality: we quickly adapt to the shape of the container we’re in, like a liquid – we can describe cabin crew members as liquid.
Is there a hierarchical structure among the people you interact with?
İlhan Tan: Actually, there is no hierarchical structure with such people because we all make up the components involved in getting an aircraft from point A to point B. When I get to the aircraft, I’m greeted by an dispatcher. The dispatcher is the person to whom we communicate any and all requirements for the aircraft’s operation. These needs can be related to a variety of issues, including technical issues, catering, cleaning, and fuel. The dispatcher addresses the needs and deficiencies that we report. There is no hierarchy, and no one has a superior attitude. This also applies also to other personnel, such as cleaning and catering employees; but they do exist as a separate unit with their own hierarchy. We also handle in-flight operations and maintain a hierarchy within ourselves.
Have you made any close friends at work, like you do in the military, high school or university?
Hande Şahin Öner: It’s not quite the same.Before coming here, I spent a year working in an office environment, with a regular weekday work schedule and weekends off. After I started working here, the times I had available changed; sometimes I’m working on weekends but free during the week, which can impact social relationships. Of course, this brings you closer to people who have similar work set-ups, but there is a limit because everyone has a different schedule.
How does the transition between chief and cabin crew member happen? Does the job description change?
İlhan Tan: Of course, it changes. We begin as civil servants and advance to chief positions based on the needs of the Cabin Crew Directorate. Depending on these requirements, some people become supervisors in their fourth year, while others do so in their seventh. For example, my wife became a chief in her ninth year because there was a need at the time. In addition to the chiefs in Business and Economy class, a single cabin chief oversees both. They meet the requirements set by the Cabin Crew Directorate and advance to the position of responsible cabin chief.
Do the cabin crew members like their uniforms? How do they feel about the colors, patterns, quality and so on?
Hande Şahin Öner: We, like soldiers, do not get to choose our uniform. When I wear the uniform, all I care about is whether it looks good on me and whether I am representing the institution well. Aside from that, this is a highly relative issue. One person may prefer navy blue, while another prefers green, but the possibilities are endless.
İlhan Tan: For example, why do army soldiers wear green uniforms – to be camouflaged. In other words, to adapt to natural conditions. So there’s a purpose and companies also choose their teams’ uniforms based on a specific purpose, from pattern to color. If it were up to you and me, there would be thousands of different uniforms. This is one of the elements that defines us as a team. For example, if the color red subconsciously represents a feeling of comfort for passengers, it will appear in the uniform. This is a subject that has been planned and discussed; theses have been written on the composition of uniforms!
OK, last but not least, how do you feel about passengers’ requests for extra treats?
Hande Şahin Öner: This makes us happy because there will be no leftover catering. You are aware that Turkish Airlines serves everything to its passengers as catering.
İlhan Tan: For example, if a passenger finishes their meal quickly, it indicates that they enjoyed the food as much as they might have been hungry. If there is an opportunity, we are happy to provide additional treats for our passengers. When they are happy, we are happy.
You can read the first part of the interview here and follow our Careers page to learn how you can join the Turkish Airlines family.
