• In praise of Easyjet staff on a very bad flight home

    I know it isn’t often that you read something in praise of an airline after a particularly difficult journey. However, yesterday I thought that Easyjet did pretty well with a horribly fraught journey from Alicante to Glasgow.

    I was travelling back from a retreat at a Jesuit retreat house in Spain which I try to go on every second year. It should have been a straightforward trip – an hour by car to the airport, hanging about for the usual check-in stuff and then a three hour flight to Glasgow.

    What happened was this…

    Firstly it became apparent that because of a dispute by the French Air Traffic Control people (who are deeply wicked and naughty) things were not going to go terribly smoothly. The flight was initially shown as being delayed for an hour but it was a full hour and a half after the normal boarding time that we were able to get on the plane. We were then told that we would be held on the tarmac until there was permission from France to fly. This was something of a surprise as we had believed we were on our way. Expected delay was 2 hours. However after 2 hours nothing had happened in a hot, sticky and very cramped way and the captain appeared in the cabin to announce that unless we got going smartish he wasn’t going to be able to fly us to Glasgow anyway as he didn’t have enough working flying hours in the day to take us there.

    During this time, most of the passengers were grumpy but content that all was being done for them that could be done. All except one, who had an outburst at the flight crew saying that he was being messed about and blaming them for what was going on. Clearly, the staff wanted to get home as much as the rest of us.

    Anyway, the prospect was opening up before us of having to get off the plane and spend a night in some hotel in Alicante (or Benidorm?) before coming back the next day early to fly. This was not an entertaining idea. Fortunately though another plan was devised. We would take off and whilst in the air, Easyjet would arrange for us to land somewhere or other (Luton? Gatwick?) where a new pilot and crew would join us and fly us on up to Glasgow.

    This was met with a round of applause by the passengers who clearly didn’t want another night in Spain.

    So, off we went and all was well (though significantly delayed) until we landed at Luton for a change of drivers. The crew distributed what food was on board. (I think the failure to take more food on board a flight that was clearly headed for long delays is the only real error I can see in the whole proceedings). I ended up eating a pot meal of cous-cous and lentils which tasted as bad as it sounds.

    Anyway, we got to Luton and were told that the new crew were walking towards the aircraft ready to take us on to Glasgow. The retiring captain got a cheer for his efforts so far and disappeared.

    Then Mr Angry Passenger decided to grab his hand luggage and make a run for it, fighting his way through the people stretching their legs and heading for the open door and steps which had been put next to the plane.

    Now, getting off a plane without permission and wandering around an airport is a bad idea. So, one of the cabin crew tried to head him off, telling him he would be arrested if he stepped onto the tarmac before making a call for police and security to attend the plane.

    The result of this was Mr Angry halfway down the steps shouting, Mrs Angry and one of their unfortunate children at the top of the steps and two further children at the top of the steps at the other end of the plane. Meanwhile, we had crew at the top of the steps trying to remonstrate with Mr A and get him back on board along with pilots and security people at the bottom of the steps trying to sort it out.

    It was clear that the plane wasn’t going anywhere soon – although the rest of the passengers were in no danger, we had effectively been hijacked.

    Now, this being a Glasgow flight, of course, we all believed we were all involved and that his business was our business. Several burly passengers were offering to go down the steps and get Mr A back onto the plane forcibly whilst several others were of the view that their muscle might be helpful in making sure that he never got on the plane again.

    This phase of the journey was concluded when Mr Angry was joined by Mrs Angry and the poor Junior Angrys and led away. (Personally, I hope he was arrested and that Easyjet try to recover the costs of all this from him).

    In all of all that was happening, the Easyjet staff behaved brilliantly, chatting with passengers and doing all possible to calm down what had become rather tricky and with the potential to get worse.

    Sadly, the departure of the five recalcitrant passengers did not end our troubles. Security proceedures meant that their hold baggage had to be removed from the plane. Furthermore, we then discovered that it also meant all the luggage had to be removed from the plane and remanifested. So, ground crew had to be procured to remove all our luggage for checking. Not only that, but the cabin crew had to go through all the cabin lockers removing everything in them and asking passengers to identify what was theirs.

    Eventually, we had accounted for everything and got under way with the new crew (who had believed they were going to Palma last night) expertly getting us to Glasgow where we landed at 2230. The flight should have arrived at 1610 – so it was 5 hours and 20 mins late. I’d spent 8 and a half hours in the cabin and I’ve never been more pleased to see the lights of Glasgow airport. Total journey time door to door was 13 hours.

    And despite that, I couldn’t praise the crew more highly. They dealt with everything brilliantly, professionally and calmly. Full marks to Easyjet.

    In other news, I had a fantastic retreat.

7 responses to “Inspection of TISEC”

  1. Rosie Bates Avatar

    You are saying nothing Kelvin, doubtless for good reasons. However, I notice comment is open.

    I do not pretend to be learned or academic enough to fully grasp the content of this document.

    I do have experience. In a former life in a solicitor’s office, fashion, MIND, Samaritans, hospitals and other charities. As a member of the Church of England I have been a PCC member, sunday school teacher, pastoral visitor to the sick, particularly the mentally troubled, drug addicted and those facing homelessness and women living in abusive situations. Apart from those in deep mental distress I never experienced rudeness from my co-workers or fear of my person. This only began when I offered myself for Ordination!

    I never experienced rudeness or abuse from co-workers when I ministered in Prisons, Hospices and Hospitals. I did experience it in all church meetings, especially when exploring Inclusive pastoral theology and the guidance of ordinands on placement with me, one of whom is now a Dean – but this person was no good as far as vocational advisors were concerned? Neither was this person protected in any way whatsoever until tranferred to our parish who appreciated their gifts. This gifted person needed our appreciation long after ordination as the powers that be continued to block progress. There were others in the same position.

    How we treat people offering themselves for any kind of Christian vocation – What I find disturbing about this tome is the language which seems to have been culled from commercial, human resource and legal sources. ‘quality control’? I wonder what this is all about. The Church of England goes the same way because they need the money and they are ever likely to when they refuse to attend to the Gospel.

    Some of the document reads as that of a church Instititute in fear of the life of the church – full stop. It seems to be driven by fear of legal redress and, perish the thought, ministers with particular vocations and personalities in particular settings. Of course vocational guidance needs safeguards BUT. To my mind much of what is written and supposed to be guarded against stems from the general malaise affecting all churches – the widespread refusal to accept those whom God sends who are bound to be a motley crew! More controls by control freaks will not answer the problems of exclusion. They may however protect those who wish to put God’s servants in dubious boundaries possibly controlled by dubious servants. Meanwhile, those who might be getting on with ministry may be forced to fill in more forms and tick more boxes or, if they have any sense, make something up to keep the idiots quiet!

    I seem to remember Christ warning against lawyers schemes and dreams and those obsessed with commercial viewpoints. All the tools of losers but not those with a vision for the Body of Christ on earth where risking all for the Kingdom is often our call. Could this possibly include LGBT members and women and divorcees? Until it does no report or formal guidance will ever protect the Church or her servants from self abuse. I close my thoughts with an extract from your sermon as I fear this may continue to be the case for many, some of whom may not proceed to the fulfilling aspect or have a voice:-

    ‘My selection to be a priest was laboured and painful. My training was grim. The way that I’ve been managed has been ghastly. And the truth is, I have a wonderful, fabulous, fulfilling life.’

  2. Daniel Lamont Avatar
    Daniel Lamont

    I would like to comment on Rosie’s comment.

    1) I have friends who are ordained priests – in England – who report the kind of rudeness that Rosie identifies and I have witnessed it myself. It is wholly unacceptable and there needs to be a concerted effort from senior clergy and lay people to stamp it out. This kind of rudeness and abuse flies in the face of the injunction ‘to be in love and charity with our neighbour’ but institutions perpetuate it, often under the guise of dismissing it it as being no more than robust interplay between colleagues. It is, in fact, bullying and cannot be tolerated. Why is it?
    2) I also agree with Rosie that the institution seems to be frightened and overly bureaucratic.
    3) However, I don’t agree with Rosie about the report itself. As a retired academic and someone who has done a lot of work for the Quality Assurance Agency for Higher Education (QAA) especially in Scotland, I am of course complicit in the process. I also agree that the language wished on us has too much managerial-speak. One must look behind the commercial language. None the less, the process of external review is, I believe, important and can be helpful. At its core, the process is about assessing the quality of the student’s experience and whether the course of study/preparation is fit for purpose. It is also important that academic standards be consistent. Students who have come through TISEC need to be assured that the qualification is acceptable should they move to another Province. If there isn’t external review, courses can stagnate at best and be damaging at worst. Such reviews are as much about enhancement as about anything else. The report is professional and thorough and makes for uncomfortable reading. Kelvin describes his training as ‘grim’ and I have heard similar comments about ordination training elsewhere. The purpose of such reports as this is to prevent the perpetuation of such ‘grim’ training and to encourage the provision of something which is liberating and genuinely developmental. My own practice as a university teacher of English was immeasurably helped by external reviewers. I don’t think we should dismiss the report but find ways of implementing it so that all TISEC’s student can feel that their vocational potential is released.

    1. Rosemary Hannah Avatar
      Rosemary Hannah

      Indeed there is much to take on board. However, without wishing to down-play the negative aspects of the report, I think it would be in order to point out that it was not wholly negative. Indeed, seven areas were ones the board had ‘confidence’ in and in another seven they had ‘confidence with qualifications’. Recognising this does not mean that Tisec staff members, of whom I am one, are complacent: we recognise the need to improve and keep on improving. It does mean, however, that the changes made since Kelvin was there have begun to make for a more positive experience among the students. The two areas of ‘no confidence’ are of course serious. I do not think it would be appropriate for me to say more in this kind of forum.

  3. Daniel Lamont Avatar
    Daniel Lamont

    Rosemary, You are quite right to point out that there is much positive in the report. I am more concerned to support the process and principle of external review and the work of the inspectors than comment in any detail about the content of the report. I am in no position to do that.

    1. Rosemary Hannah Avatar
      Rosemary Hannah

      I would join you in totally supporting external review. Tisec is externally reviewed both by Min Div and by its academic validating body, University of York St John. Three years study at Tisec is accredited and is the equivalent of the first two years of a degree, and the credits earned can be, and indeed have been, used by students wishing to complete a degree. Nobody should be in any doubt that qualifications from Tisec are academically recognised and accepted.

  4. Kirstin Avatar

    Thank you for posting this link Kelvin.
    It saddens me that among the 50+ recommendations are at least half a dozen which students were asking for almost right from the beginning – most notably a chaplain.

  5. Rosie Bates Avatar

    ‘My own practice as a university teacher of English was immeasurably helped by external reviewers. I don’t think we should dismiss the report but find ways of implementing it so that all TISEC’s student can feel that their vocational potential is released’.

    Daniel, I am certain you are correct and far more experienced in external review processes and the wisdom of them than I am. I regret that I tend to pick up on negatives in reports these days but I suppose this is because the dangers of particular prejudices in the Church are just not honestly expressed. This always leaves me with misgivings about how open any student may be about their particular personal situations. My thoughts are not confined to gender issues. Everybody has ‘baggage’ of some sort – either past or on-going. There are peculiar responsibilities attached to the care of those training for Christian ministry and an individual’s spiritual formation may be in danger if their choice of spiritual direction is limited due to prejudice of one kind or another. We all know that Christ works with our weaknesses and individual sensitivities for the good of the whole Body of Christ. Finding genuine, inner disciplined strength as a redemptive outworking of our past and present weaknesses is always an on-going process requiring constant and vigilant discernment. In this regard Kirstin’s comment is particularly relevant:-

    ‘It saddens me that among the 50+ recommendations are at least half a dozen which students were asking for almost right from the beginning – most notably a chaplain’

    When I was working in Cat A prisons I was not in those days required to report everything the prisoners told me to the Senior Prison Chaplain and this was understood by all. I soon discovered this was an important aspect of my ministry as the Head Chaplain was obliged to give rather full reports on prisoners to the regular meetings of the Parole Board. This situation did not always lead to honesty and just conclusions. The Chaplains concerned noted that prisoners were more open with me and I pointed out the spiritual dangers of the reporting system. Several prisoners went on to obtain proper justice for past abuses they had suffered but had hidden from a system they feared. With the best will in the world all institutions are bound to have their weak points from time to time as well as their many strengths. The appointment of a chaplain with whom students may freely confide should have been a priority when such reasonable requests were first voiced. Our human condition longs for standards that allow for the freedom of the Holy Spirit in the life of the worldwide Church. Enabling conditions that allow for the expression of fears and what lies at the heart of them is surely a vital factor in the progress of every individual’s vocation whether this be to lay or ordained ministry. ‘Perfect love casts out fear’ and I wish I could say I was not overly fearful for the Church of England in terms of her vision for justice and freedom for all her members. The fear at work among us has tended to provoke critical responses to many recent documents. Who among us can say whether this is necessarily helpful is always a big question. The big questions in life are always best explored within a loving, transparent worshipping community. Being challenged is often a painful part of the Divine response to a simple question such as ‘Here I am Lord – what do you require of me?’……………I do pray that TISEC will be further enabled by the power of the all embracing Holy Spirit to help students and staff to respond in profound and positive ways.

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