It might not be 100% intentional, but why does service on
trans-Atlantic flights—from airport check-in, to boarding, to meal service—seem
smoother, higher in quality, more designed to satisfy, compared to flights
across the Pacific? I've grown so used to the circus of getting from SFO to
Shanghai or Beijing that this flight to Paris is shockingly ... calm.
What lies at the root of this contrast? Do different
classes of the flying public exhibit different characteristics? Do we assume
customers from some demographics will put up with more strain, will have fewer
expectations, or are generally less experienced with international travel?
Do service employees adopt a more implicitly hostile
attitude—harsher voice, more impatience, a guarded wariness—toward
"foreign" or "alien" peoples, compared with those they
assume are "civilized"?
Is it all simply business savvy? Is it fair?
There seem to be some deep racial dynamics here that I
don't totally understand. What I can say is that in our increasingly globalized world, the frictions
and conflicts, the micro-aggressions and outright discrimination—whether
ill-intentioned or simply mis-informed—are all going to come to the fore. Yet in parallel, many more moments of mutual understanding, successful
non-verbal communication, and a growing sense of human
solidarity will also mark our collective experience.
Probing and unpacking these stories requires introspection on the part of many different actors—the airlines, the service
employees, the passengers; the advocates, the by-standers, the ruler-makers;
even the observers and commentators on these affairs. This exercise requires a non-judgmental attitude. In racially-tense
situations, resolution can only be found when deft handling and cultural competency are coupled with a willingness to not shy away from the
truth of sensitive questions. It will most of all require empathy.
Luckily, empathy, and all the attendant processes, can be learned,
practiced, improved, and eventually habituated. It will be a lifelong
project for this generation, and the next, to figure out how to live, coexist,
and thrive in this shifting planetary landscape. There will be increasing
moments of alienation and strangeness, but also greater recognition and
familiarity. These processes will be shaped by technological leaps,
environmental disruption, and most of all, human awakening.
Sometimes, it takes a moment of contrast to shake a person
awake to the interesting character of our times. What a brave new world we
truly live in! Despite the years I've spent on this planet so far, I guess I just hadn't quite realized it yet.