Why Flight Attendants Are Leaving the Industry in Droves

When Essence Griffin began her career as a flight attendant in 2022, she was filled with excitement. In her early twenties and yearning to explore the world, the time spent confined at home during the pandemic had ignited a fervor within her.

"I had a strong desire to explore," she shares with CNN Travel. "I felt an insatiable need to break free and witness the wonders of the world as soon as possible."

Initially, working as a flight attendant for a US airline seemed like the ideal chance for Griffin. However, after slightly more than a year of constant air travel, she opted to reassess her situation.

"I need to take a break now," she states, expressing her feeling of burnout.

Griffin is not the only one experiencing this. While being a flight attendant might appear to be an ideal occupation, the current aviation industry, influenced by post-pandemic challenges such as delays, mishandled baggage, staffing problems, and unruly passengers, is causing disillusionment for some individuals.

The legacy of the pandemic

The Covid pandemic upended air travel and flight attendants say they're still feeling the enduring impact today.

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In 2020, a large number of aviation workers were furloughed and those who remained faced the risk of falling ill. As the pandemic subsided and airplanes resumed operation, airlines faced challenges in quickly replenishing their workforce to meet the increased demand.

With the revival of aviation, disruptive passengers appeared to be more widespread than ever before, often triggered by the mandatory requirement of wearing face masks. Since 2021, the US Federal Aviation Administration (FAA) has observed a significant rise in incidents involving threatening or violent behavior by airline passengers, causing disruptions to flights.

US flight attendant Rich Henderson, who has been in the aviation industry for ten years, describes the profound changes that occurred during the pandemic. He acknowledges that "the entire landscape, along with the atmosphere and ambiance, underwent a significant transformation."

Reflecting on this shifting paradigm, Henderson emphasizes how the outbreak of Covid-19 has adversely impacted the intrinsic joys and gratifying aspects associated with being a flight attendant. He candidly recounts how these elements were effectively eradicated from the profession, leaving a void of excitement and fulfillment. In an interview with CNN Travel, Henderson shares his perspective.

Henderson believes that there is still a need for improvement in terms of staffing, scheduling, and long working hours. In addition, disruptive passenger incidents continue to be an ongoing concern. Juliana Oliveira, a flight attendant from the Netherlands, echoes these concerns, highlighting that these issues are not limited to the United States.

Oliveira, speaking to CNN Travel, expresses how they work 12 to 15 hours a day, leaving them exhausted. They often find themselves expected to return to work the following day, enduring the same long hours and delays.

Contrary to popular belief, flight attendants do not desire delays any more than passengers do. Oliveira clarifies that there is a misconception that the crew is compensated for long waits on the ground.

"We receive payment solely for the duration between the engine ignition and shutdown," she explains. While there are a few airlines with different guidelines, this is the standard policy.

According to the FAA, flight attendants in the US must officially conclude their duties after 14 hours. However, Henderson points out, "Once the aircraft door is closed, we lack authority and can potentially exceed those limits while still on duty."

According to Oliveira, flight attendants in Europe also have restrictions on their working hours as per the European Aviation Security Agency (EASA). However, she mentions that they can exceed the usual limit of 14 hours in specific circumstances. Oliveira also points out that they do not receive additional compensation for the additional hours worked.

When Covid happened, all of the fun parts of being a flight attendant, all of the satisfying, exciting parts of being a flight attendant were stripped from the job

Rich Henderson, flight attendant

Henderson recounts an incident during an excessively long 17-hour day where a passenger exhibited hostility towards him. The passenger not only threw a cup at Henderson but also hurled hurtful words, calling him worthless and criticizing his professional abilities. This experience left Henderson feeling utterly dehumanized.

According to data from the International Air Transport Association (IATA), there has been a rise in both the frequency and severity of disruptive passenger incidents. In a report released in June 2023, the IATA revealed that there was one unruly incident reported for every 568 flights in 2022, compared to one per 835 flights in 2021.

The prevalence of these problems is so widespread that a dedicated conference has been established to address the issue. Dispax World, the international conference on unruly airline passenger management and restraint, is scheduled to be held in Prague, Czech Republic, in October 2023.

The conference aims to bring together legal experts, academics, officials, and flight attendants to address the pressing issue referred to as "the problem of unruly passenger behavior." According to IATA data, the most prevalent concern related to disruptive passengers is their "non-compliance." Notable issues include passengers engaging in smoking, neglecting to fasten seatbelts when instructed, and consuming their own alcohol on board the aircraft.

Henderson suggests that there has been a significant change in passenger behavior on board since 2020, and this trend has continued to worsen in recent years.

"In my opinion, during the Covid era and similar times, individuals have become more confident in voicing their concerns when they perceive something to be incorrect or unfair. Whether or not their concerns are valid is open to argument. However, people simply feel more empowered to challenge and question established rules," he states.

"I think were still in a time period where people just feel they can get away with whatever they want."

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Mental health impact

A flight departing from LaGuardia Airport in Queens, NY, and headed to Kansas City International Airport on May 4, 2022, is pictured. Passengers and flight attendants can be seen in the photograph. Attribution: Kent Nishimura/Los Angeles Times/Getty Images.

The overall consequence of these problems leads to a decrease in morale, according to US flight attendant Nastassja Lewis.

Lewis, who is the creator of th|AIR|apy, a nonprofit organization focused on the mental health of flight attendants, offers assistance and guidance to those facing mental health challenges and striving for overall well-being.

Lewis launched the nonprofit in 2018 as a Facebook support group for flight attendants, during a period when her own mental well-being was severely affected. "I have personally experienced burnout to the point where I completely broke down and found myself in tears," she revealed.

During the pandemic, the number of groups expanded significantly, prompting Lewis to recognize the demand for mental health advocacy within the aviation industry. Presently, the website of th|AIR|apys provides a wide range of resources, emergency assistance funds, and a peer-to-peer text line that operates round the clock.

Lewis states, "The text line was introduced in 2021, and within the initial six months, we received over 10,000 text messages that were exchanged between volunteers and texters."

However, the text line initially operated exclusively within the United States. Nevertheless, th|AIR|apy now provides an international service through WhatsApp.

Lewis explains, "We receive messages from flight attendants across the globe, expressing their need to share and seek support. From shorter turnaround times to the constant uncertainty, it is evident that the industry is highly vulnerable to external factors."

The term "work-life balance" is frequently mentioned, along with "disruptive passengers." Junior flight attendants, such as Essence Griffin, often express feeling a disconnect between their job expectations and the demanding reality.

I had a passenger throw a cup at me, tell me I was worthless and tell me that I was horrible at my job. I felt so dehumanized.

Rich Henderson, flight attendant

First-year flight attendants experience the least amount of control over their schedules, which means they are more likely to bear the impact of the industry's challenges.

"Seniority plays a significant role in most airlines," explains Griffin. "As you accumulate more experience, you gain a greater sense of security and increased control over your schedule. You can even determine the number of hours you wish to work. So, the longer you stay with the airline, the more favorable your schedule becomes."

"In our industry, without sufficient seniority, predictability is not advantageous. Additionally, when combined with isolation, it results in discomfort and fatigue," explains Lewis. She acknowledges that flight attendant attrition remains a persistent challenge.

While Lewis and her volunteer team may not have direct answers to address these issues, they are able to offer support and empathy. She emphasizes the importance of being open and truthful about personal experiences, as it provides solace.

Henderson has also recognized the significance of empathy. During his free time, he manages an Instagram account titled "Two Guys on a Plane" with his husband, Andrew Henderson, who is also a flight attendant.

The Instagram feed of Two Guys on a Plane is filled with amusing memes and jokes related to the experiences of being a flight attendant. However, beneath the surface of humor, the account sheds light on serious matters such as flight attendant burnout and declining mental well-being.

Henderson's realization of the universality of his experiences came when his colleagues in the flight attendant profession began approaching him at work to discuss his posts.

According to him, he believes that his ability to be brutally honest, but in a humorous manner, greatly struck a chord with people.

Receiving comparable feedback from flight attendants worldwide on social media was a testament to the universality of their thoughts and emotions regarding the job and the burdens it entails. For Henderson, this realization was both comforting and disheartening, as it affirmed that other flight attendants also experienced burnout.

He acknowledges that there was no guidance or strategy on how to handle or navigate through that difficult situation. However, he found solace in discussing his experiences with others, which provided him with a sense of relief.

In addition to seeking therapy, Henderson has been actively engaging in conversations with his therapist to express and process his emotions.

"I suppose it aided in comprehending my own thoughts and emotions," he remarks. "Am I still suited for this occupation? Could this be merely a temporary stage? Could it be attributed to reaching a decade of being a flight attendant?"

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Looking to the future

Flight attendants aren't just on board servers, they're responsible for passenger safety.

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Several flight attendants, who spoke with CNN Travel, propose that pay raises could alleviate the situation and recognize the extensive hours worked.

The union of American Airlines flight attendants recently approved strike action, advocating for substantial enhancements in their contracts. American Airlines released a statement expressing their anticipation of achieving an agreement that offers genuine and significant benefits to their flight attendants.

Lewis also promotes the importance of enhancing the passengers' comprehension and empathy, aiming to cultivate a more understanding and compassionate environment during air travel.

"When most people think of flight attendants, they often imagine our role limited to serving beverages, assisting with luggage, and little else," she explains.

"We are responsible for a lot more than they know. Our responsibilities include ensuring your safety, enforcing safety protocols, and providing excellent customer service. However, our job requires working long hours in unpredictable environments, and it is crucial for them to understand the importance of this."

Despite the challenges and moments of doubt, Henderson expresses his gratitude for being a flight attendant. He has a constant love for traveling, and that passion has never faltered.

"I don't want to come across as if I utterly despise my job, because I don't," he expresses. "However, I also aim to be truthful about the current circumstances."

In regards to Griffin, the flight attendant who has recently obtained her certification and temporarily stepped away from the aviation industry, she reflects on her year of flying with an optimistic perspective, despite the chaotic experiences."

"I encountered numerous individuals, had countless experiences, and embarked on journeys to various destinations in just one year. It was mind-boggling! Consequently, I am immensely thankful for my overall experience," she expresses.

"It turned out differently than I anticipated, and I did experience significant exhaustion. Nevertheless, it is an endeavor that I unquestionably intend to revisit in the future."