Customer service

A flight attendant has shared the little-known reason passengers are welcomed onboard planes – and it has nothing to do with manners

A flight attendant has lifted the lid on a trade secret about the moment passengers board a plane. The little known fact explains why passengers are welcomed at the aircraft doors during boarding.

Most air travellers are well acquainted with the customary warm reception at the plane doors, which typically involves broad smiles and even some direction on locating their allocated seat. The most widespread assumption is that this is simply a display of good customer service, with the flight attendants, the public face of any airline, setting the tone with courtesy and decency.

Another presumption is that the welcome is intended to set passengers up for an enjoyable flight experience, or perhaps verify boarding passes one last time. However, one serving flight attendant claims that hospitality is not the primary driving force behind the warm greeting. The genuine reason for the friendly reception is to carry out a visual assessment of passengers from head to toe before take-off.

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In a now- viral TikTok clip, MrsMiva – who claims to work for TUI out of Stuttgart airport – has revealed that flight attendants use the boarding process to assess whether passengers are fit to fly. According to the content creator, flight attendants are checking to establish whether passengers may be “too drunk or sick to fly”.

In the caption accompanying the video, MrsMiva also clarifies that the greeting enables attendants to identify who could potentially assist in the event of an emergency. The video has been watched over 18 million times and sparked a flurry of discussion in the comments.

Numerous users confirmed they’ve definitely experienced the cabin crew greeting and that the reasoning behind it makes perfect sense. One commenter who purported to be a long-serving attendant verified the policy as well, writing: “FA (flight attendant) of eight years – or to check if they could be an ABA (able-bodied assistant).”

The comments also started to diverge into the various types of cabin crew passengers had come across. Some remarked they had “really chill” attendants, while others noted theirs were supportive when they were in poor health to travel.

Being able-bodied and physically capable is essential for passengers seated adjacent to emergency exit doors, which is potentially why attendants verify this at the entrance. Emergency exit seats are highly sought-after given that they provide additional legroom and have no row ahead of them.

That being said, occupying these seats means that a passenger must be willing and capable of helping cabin crew in the improbable event of an emergency. For this reason, Ryanair’s terms and conditions stipulate that it “can change your allocated seats at any time, even if you had reserved it, if we need to do this for operational, safety or security reasons.”

According to the airline’s regulations, passengers wishing to occupy rows 1, 16, or 17, where emergency exits are situated, must fulfil specific requirements. These include being aged over 16, being physically capable of assisting during an emergency, travelling without an infant, not requiring any special assistance at the airport, not needing a seat belt extender, and not having an extra comfort seat reserved.

Should the added responsibility of emergency exit seats not appeal to you, there are alternative methods to guarantee extra legroom while on board.

Do you have a story to tell? Email: emma.mackenzie@reachplc.com

The pair paid extra to upgrade their stay, more for a city centre break and even more for transfers, food and tourist tax

A travel lover who tried a £99 mystery holiday bargain soon regretted it when it ‘turned into a nightmare’. Lauren Kirby and her friend each paid £99 for a trip, plus an extra £20 to change from Venice to Malta and then an extra £12 for a city centre hotel.

On top of that, there was another €3 tourist tax and €100 for transfers and food. But despite the extra outlay, they say the destination was ‘not worth it’. Lauren, 22, from Maidstone, Kent, says she will think twice before doing it again.

“We bought our ticket in August 2025 and went on the trip in January 2026,” she said. “We didn’t expect a five-star hotel for £99 but we did expect a basic level of customer service, which we don’t believe we received.

“Initially, we got Venice and paid £20 each to upgrade to Malta as we had been to Venice before, but hadn’t been to Malta. We changed this when we found out there was an option to do so and were really excited.

“But when they rang us to confirm the booking, that’s when the problems started. We were told we couldn’t go to Malta, even though we paid specifically to go there and then we were told we could go to Prague or Venice instead but wouldn’t get the £20 back.

“Which didn’t make sense when we’d already paid £20 not to go to Venice. After a lot of toing and froing and swapping agents, it was reluctantly agreed that we could still go to Malta. But after that point, my trust in them disappeared.

“The hotel itself was OK and the hotel staff were very nice. But we had paid £12 each on top of the £20 we already paid to stay in the city centre. “And our hotel turned out to be located a 30-minute drive away from the centre.

“Not what we paid for. It would have been significantly cheaper to book it ourselves. On top of this, the travel agents asked us for our login details to easyJet to be able to complete the booking – we were told that we could change the password afterwards.

“I think a reputable travel service would be able to do that themselves without needing to log into our accounts. The whole thing was highly disappointing as it was not what we had paid for. There wasn’t anything within walking distance apart from a corner convenience shop, so we were very annoyed that we had paid extra but didn’t feel we received anything for it.

“I don’t think I would do it again. So in future if I want a mystery holiday, I’d prefer putting a list of destinations in a hat myself and doing it that way.”

Jet2 boss Steve Heapy has issued an update to industry experts

Jet2’s boss has warned of a sharp drop in bookings to Cyprus and Turkey but said tourists could get special offers. CEO Steve Heapy said flights on these routes are becoming “empty” due to the uncertainty caused by the Middle East conflict.

The boss said demand is instead moving to destinations such as Spain and Italy. TTG reported that he spoke about the issue via video link at the airline’s annual conference in Cádiz in Spain.

He also warned hotel partners to not ‘get greedy’ in Spain and Italy and keep prices competitive. And he vowed to protect customers where that happened.

He said he expects holidays to Cyprus and Turkey to recover quickly once the war in Iran ends. “I think we should all be prepared for a fairly rapid end to the conflict and a fairly sharp recovery when that happens,” he said.

Heapy said: “Bookings to Cyprus and Turkey are drying up, cancellations are up and our aircraft are emptying.” He said Jet2 was working to cross-sell customers to western Mediterranean destinations where demand “seems to be OK”.

Heapy added that Cyprus remained a safe destination despite a drop in demand to the island, which has been targeted by Iran since America and Israel launched airstrikes on the Middle Eastern nation.

He said: “Cyprus is still far enough away that you can still travel. We’re doing what we can to understand what’s going on and how we can work our way through it.”

‘Special offers’ to lure more travellers to Cyprus and Turkey

He expects hotels in Cyprus and Turkey to introduce special offers in the weeks ahead to lure more tourists in. Speaking to travel agents at the conference, he said: “We’ll do what we can to work with you and fight to get through this the best we can,” he said. “Our job is to put our customers’ fears to one side and reassure them that these destinations are safe.

“We’re a very resilient industry. These events happen every couple of years, and I’ll do whatever I can to help all our of businesses navigate through this.”

TTG also reported that Phil Nuttall, CEO of Travel Village Group, said it is too early to offer a full assessment of the crisis’s impact. Yet he said possible price rises could create problems for many families.

Jet2’s head of overseas operations, Lee Davies, also said the operator was putting more resource into challenges arising from the conflict, TTG said. “We’ve had to adapt our service, especially across Turkey and Cyprus at the moment. We have our red team, we’ve increased our presence, we’re visiting hotels, reassuring customers.

“We’ve expanded our visiting times and ring-fenced our 24/7 team in the UK. We’re contingency planning in terms of disruption management, you always have to have a very solid plan behind the scenes ready to activate.”

He reportedly added: “You’ve got to understand why in their minds, wherever that destination is, that they possibly don’t want to travel.” He added that by helping customers now, even if they do not then travel, “they will come back”.