Author Topic: Passenger kicked off flight after demanding apology from fight attendant.  (Read 16169 times)

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CJ

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http://www.wsbt.com/business/ct-biz-0127-problem-brotine-20130127,0,4707170,full.column

The story is essentially that a flight attendent asked a passenger if she was certain her bag would fit under the seat in front of her. When the flight attendant agreed that it likely would, the passenger demanded an apology from the flight attendant, which was not forthcoming. After another exchange the passenger was kicked off the plane.

I think that the airline overreacted, but I also think the passenger was looking for a fight. Just curious what you all think.
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Daquiri40

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I think the passenger is the one with the attitude.  The flight attendant said, "oh it is smaller than I thought it was."  When was the flight attendant rude?

MrTango

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I think the passenger is the one with the attitude.  The flight attendant said, "oh it is smaller than I thought it was."  When was the flight attendant rude?

I agree, and in this situation, I don't think the airline over-reacted.  It's far better to preempt a potential confrontation, medical issue, or disrespectful snowflake on the ground by removing them from the situation than to take the risk of escalation once the plane is in the air.

Twik

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"My title is doctor, and you can address me by that." Someone packed her attitude in her carry-on, didn't she?

Seriously, I don't see what the attendant has to apologize for. She asked if the case would fit under the seat, which is an important consideration for safety and efficient loading of the aircraft. I don't see the offense there, other than she asked it twice. That's a little annoying, but it really sounds as if the passenger was looking for a fight. What next? Complain about the draconian orders to fasten one's seatbelt for take-off?
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audrey1962

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I think the passenger was disrespectful and picked a flight with the flight attendant. We all know that is grounds for removal and the airline was justified in removing her.

GratefulMaria

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This, a quote of the husband's from the article, "And the biggest issue, in my humble opinion, is that we weren't able to talk to the captain and that the captain made no attempt to analyze the situation," is appalling.  The captain's supposed to be taking care of the ship, not this sort of thing.

audrey1962

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This, a quote of the husband's from the article, "And the biggest issue, in my humble opinion, is that we weren't able to talk to the captain and that the captain made no attempt to analyze the situation," is appalling.  The captain's supposed to be taking care of the ship, not this sort of thing.

I agree. What he said was belittling towards the flight attendant, implying she is incapable of making such decisions herself.

siamesecat2965

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From what the article said, I think all fault lies with the passenger. As someone else pointed out, it's the FA's job to make sure all passengers AND bags are stowed correctly, prior to takeoff. All the FA did was ask if her bag would fit, and then made a very innocuous comment "oh, its smaller than I thought" She was only doing her job, and I don't see where she was rude to the passenger in any way, shape or form. Nor do I see where any apology was required.

The passener however, "DR.", was rude. esp. with her comment about being addressed as such. Unless the FA is a mind reader, she has no way of knowing that the woman was a dr. I think the airline handled things correctly. I may be biased as I work in retail, but it seems to me this was  case of "the customer is always right" at least in her mind, when in fact, that's not always the case.

WillyNilly

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The airline was definitely in the right and that woman was a security risk, as its likely she would have kicked up some sort of fuss once they were in the air.  The flight attendant did nothing wrong.

These people waited to board last - the flight attendant probably had to truly ensure the bag would fit before the plane door was closed in case it had to be checked after all, of course she asked twice, time was of the essence!  And even if it wasn't a time issue, it wasn't a rude question, she was perfectly polite, and simply doing her job.  And she even acknowledged the passenger was correct when she realized it.

Its people like these, who require security crews on call and demand extra refunds above what they paid the airline that drive up the costs and hassle for the rest of us.

Eden

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Ugh, the passengers seem awful. In my experience, flight crews are always at the very least professional if not downright friendly and they have to deal with an awful lot of nonsense. I say these passengers got some karmic comeuppance.

rose red

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Re: Passenger kicked off flight after demanding apology from fight attendant.
« Reply #10 on: February 06, 2013, 10:17:42 AM »
The FA didn't do anything to apologize for.  If I were that (((DOCTOR'S))) patient, I would find a new one.  It's like the trick that boss' do to see how employees treat service people.  This (((DOCTOR))) failed.

Amava

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Re: Passenger kicked off flight after demanding apology from fight attendant.
« Reply #11 on: February 06, 2013, 10:25:45 AM »
"My title is doctor".
"My title is Dalek. Exterminate!!"

In seriousness, I'd have kicked her off my plane, too. What an attitude.
The attitude of "I have a Doctor's title, how dare that lowly employee question the size of my suitcase in a polite and friendly manner."  Gimme a break.
Learn to show some respect, "Doctor". Maybe the next time you won't have to feel embarrassed for being escorted off the plane.

lowspark

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Re: Passenger kicked off flight after demanding apology from fight attendant.
« Reply #12 on: February 06, 2013, 10:32:28 AM »
I agree with PPs. Flying is now a precarious business and one doesn't have to be an actual terrorist with nefarious intentions to cause security issues on an airplane. There are certain places where you just have to learn to be extra placid and decorous. An airplane happens to be one of those places. And if you don't know that by now, well, I guess you never will.

I totally agree that the flight attendant didn't do anything wrong, certainly did not owe an apology, and had every right and reason to have the woman removed from the flight. The last thing the flight crew (including the captain of all people!) and passengers need is an angry or defiant person on the airplane, regardless of what they are angry or defiant about.

As to the question regarding why she was a security risk now but wouldn't be the next morning, the answer is because she was apparently itching for confrontation now, and would presumably be more subdued the next day. But that if she still was keen on causing trouble the next day, then yeah, she'd be removed from that flight too.

Isisnin

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Re: Passenger kicked off flight after demanding apology from fight attendant.
« Reply #13 on: February 06, 2013, 11:01:11 AM »
To me, the flight attendant saying  "Oh, it's smaller than I thought it was," was basically an apology in that the attendant was admitting that she was wrong about the suitcase. 

The passenger escalated the situation then by making the snide comment "It would be nice if you apologized to me,'"

The attendant also escalated the situation by returning to the passenger's seat and saying "Miss, I just wanted you to know that my name is Tina so you can tell my supervisors about me,'".  Kinda like the flight attendant was baiting the passenger.

What the passenger then should have done was give the attendant a big smile and said "Thank you so much."   


secretrebel

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Re: Passenger kicked off flight after demanding apology from fight attendant.
« Reply #14 on: February 06, 2013, 11:10:17 AM »
The attendant also escalated the situation by returning to the passenger's seat and saying "Miss, I just wanted you to know that my name is Tina so you can tell my supervisors about me,'".  Kinda like the flight attendant was baiting the passenger.

I read it as the flight attendant realising that the couple were the kid who would complain and that there's probably some rule that you are supposed to identify yourself to customers and she hadn't done so.

The couple sound HORRIBLE and completely in the wrong though. The woman was rude, confrontation and escalated the situation. She wasn't owed an apology and even if she wanted one she could have asked pleasantly instead of at every stage being ruder and ruder to the attendant.