Ncelhr From Vatican City, joined Jul 2006, 356 posts, RR: 0 Posted (6 years 11 months 1 week 5 days 21 hours ago) and read 2096 times:
I wonder if those of you that travel regularly have had experiences with bad/clueless passengers on your flight. Perhaps cabin crew could also come up with a few anecdotes.
My own story took place 2 days ago on a BA flight from NCE to LHR. Original aircraft was 757 replaced at the last minute in LHR with a spare 767 due to Tech problem. (and that's what I love about BA - they have spare aircraft at LHR that they don't mind using for tech replacements)
The flight segment NCE to LHR took off 45 minutes late due to late arrival of the replacement aircraft & other compounding problems.
An irate passenger asked to speak to the chief flight crew because they had a complaint to make. I heard the whole conversation since I was sitting 1 row away.
The passenger's point was that he had pre-checked in on the Internet onto 14A, a row which has an emergency exit & hence a bit more room for his legs and due to the aircraft change he was re-booked on 17K. Briefly:
1. why had nobody from BA called him to advise him about the seat change?
2. why was he moved further back on the aircraft when he wanted to be as close to the front as possible?
3. Since those two MAJOR mistakes had taken place, he required compensation, and since so far nobody had addressed his complaint, BA obviously did not care about their customers
The chief flight crew kept her calm although she asked the passenger to repeat his problem 3 times because she could not believe what the guy was complaining about. After he raised his voice to continue whining, she offered to give him more wine or more food. Still he was not happy and kept on going about what other compensation would BA be providing him for this horrendous journey. I was amazed that the FA kept her cool because I had an urge to slap the guy.
The explained kindly that the aircraft had been changed at the last minute and since there was no cancellation, and since it was only 2 hours before the NCE-LHR leg, it was impossible to BA to call every passenger on the flight. He wouldn't have it. An absolute maniac.
I missed the end of the conversation because they took the decision to continue the discussion at the front of the aircraft but from what I know they gave him nothing else. He was not happy.
LHRGregSE4 From United Kingdom, joined Dec 2006, 24 posts, RR: 0 Reply 2, posted (6 years 11 months 1 week 5 days 20 hours ago) and read 2017 times:
My experience happened just a few weeks ago coming back from Canada. Although not a major incident but still pretty annoying. This womans overhead reading light went dead and since the flight crew are not trained as electricians, she made them turn on the cabin lights while flying at night mid-atlantic. People can be so annoying!!!!
Stil From Spain, joined Apr 2006, 345 posts, RR: 7 Reply 4, posted (6 years 11 months 1 week 5 days 19 hours ago) and read 1921 times:
If this passenger has an emergency exit priority, I'd suggest him to take next flight with an emergency row available, free of charge if the fare has changes restricted. On most companies, punctuality is most important than snob seating. This passenger should thanks God his company had an spare aircraft to make the flight.
Tango-Bravo From United States of America, joined Jun 2001, 3777 posts, RR: 30 Reply 5, posted (6 years 11 months 1 week 5 days 16 hours ago) and read 1851 times:
Quoting WN230 (Reply 3): Every passenger flying WN on the tv show, "Airline."
Please come spend "a day in the life..." of the airline I work for (not actually possible due to various issues) that is thought by many to be "a cut above" the herd of U.S. legacies and LCCs. You would soon discover that WN by no means has the proverbial market cornered when it comes to clueless, boorish, buffoonish passengers, some of whom actually seem to think they are gaining esteem by their doltish behavior.
AY104 From Canada, joined Nov 2005, 505 posts, RR: 7 Reply 6, posted (6 years 11 months 1 week 5 days 15 hours ago) and read 1845 times:
In the days I worked for DL at YVR, I was checking in a guy for the nonstop noon flight to ATL. His very serious complaint was "You guys have the hardest seats on your aircraft of every airline." I can't remember my response, but the effort to remain pleasant and polite was supreme on my part. My immediate thoughts were likely that if that is the worst problem he has, he should consider himself damn fortunate. Apart from the fact the probably 99% of the newly-delivered 757's of all the airlines feature the same seats.
Another humorous comment, from actually a very pleasant lady from New York travelling with her husband, when I offered them a seat in the exit row: "Don't give us those seats! Ya can't get the stick up (obviously meaning the arm rest) between the seats! The girl in Italy gave us those seats last time. My husband sat for 8 hours with his legs in the air!" She obviously thought that I was going to give them a bulkhead seat with no legroom, had that been the case she would have been quite correct. If you could have heard her, with the thick New York accent (please don't take offense, you New Yorkers out there, because I love your city and you people and your accent), you would laugh too. She was I remember, a very pleasant lady, just obviously did not want to get stuck in a bulkhead row. My supervisor, who was checking in some folks at the position beside me, is from Italy, when he heard "the girl from Italy" he couldn't keep a straight face.
Over the years, all-in-all, had a very pleasant time with the airlines, ie from 1975 to 1998 at YVR. I remember very few of the bad times, and a lot of the good times. I worked with a wonderful group of people for the most part, all had a wonderful sense of humour, and the ability to turn bad situations into good ones. Thanks to all the good folks who travelled with us (Western and Delta) and left me with good stories to tell.
The only thing a customer should expect for his/her loyalty is good service
Tango-Bravo From United States of America, joined Jun 2001, 3777 posts, RR: 30 Reply 8, posted (6 years 11 months 1 week 4 days 20 hours ago) and read 1758 times:
As for a specific example of a clueless passenger who also seemed to think I would somehow be impressed with her brilliance...
A lady called to change an unused ticket (a non-refundable restricted loss-leader fare) and, when told that a change fee and fare difference would be charged for re-issuing her ticket to the new itinerary, in total sincerity replied, "but why should I have to pay anything, I'm not making a change." Even though 1) the new itinerary was SEA-PSP and return instead of SEA-LAS and return and 2) the travel dates were in March instead of November. And this was not a caller who came across as a clueless dolt from the beginning (as many do). If there is any plausible explanation for her utter foot-in-mouth stupidity, it might be 1) she had switched into "must shut off brain" mode when dealing with anything related to airline travel where it becomes "cool" to talk and act like a dolt and to make a fool of one's self or 2) SEA-PSP and SEA-LAS pax tend to be the freeloaders of the freeloaders in their thinking and behavior toward our airline and she was acting the part or 3) her intelligence level was not as high as I thought it to be on first impression or 4) more than one of the above or all of the above.
ACDC8 From Canada, joined Mar 2005, 7620 posts, RR: 38 Reply 9, posted (6 years 11 months 1 week 4 days 20 hours ago) and read 1752 times:
For me, the worst passengers are the one's waiting in the check-in line for half an hour and constantly complaining why it takes so long, the airline should speed things up and etc. Then it's their turn to go to the counter, then they start to look for their ticket and passport..."Well, I'm sure I had it in this bag somewhere, wait, I think it's in my other bag".
People, instead of complaining and blaming the world for having to wait in a line, get your stuff ready so when you do get up to the counter, you're good to go!
Tango-Bravo From United States of America, joined Jun 2001, 3777 posts, RR: 30 Reply 10, posted (6 years 11 months 1 week 3 days 21 hours ago) and read 1708 times:
Quoting ACDC8 (Reply 9): People, instead of complaining and blaming the world for having to wait in a line, get your stuff ready so when you do get up to the counter, you're good to go!
Same with people who call our airline; if there is a long hold time, they pull out the excuse that "I was on hold for so long that I forgot where I put my information" or, in the same breath in which they are complaining about long hold times they almost proudly state "I don't have any information" that is needed to assist them in anything resembling a timely manner. Or, if there is little or no hold time, the excuse is "you answered so fast that I don't have my information ready yet."
However you cut it, people who mouth these lame excuses are simply admitting that they are disorganized and/or lazy and/or lacking common sense. By the excuses they put forth, they are simply saying, in effect, "I am talking and acting like a dolt who needs to remove my foot from my mouth." I often wonder if they think they are fooling anyone but themselves.
I also see the same thing play out when the lines at the Post Office are long and slow (which is almost invariably). Without fail, a customer who has waited 15+ minutes in line complains to the agent assisting them about the long wait time and then proceeds to waste untold minutes simply blabbering and fumbling around because of their utter disorganization while blaming everyone and everything except the real culprit -- themeselves -- for the "poor customer service."
September11 From United States of America, joined May 2004, 3623 posts, RR: 22 Reply 11, posted (6 years 11 months 1 week 3 days 20 hours ago) and read 1698 times:
Back in spring 1998, roughly 30 wild college students on an Iberia 747 flight from JFK to Madrid has to be the worst passengers ever. Immediately after the flight took off, majority of them start smoking, fooling around the cabin especially in lavatories, drinking free wines and beers (using bongs), laughing out loud, harassing other passengers, making noises, all that stuff. Flight attenants was unhappy with them and stopped serving meals and drinks. The pilots almost made the decision to divert. Instead, they turned on seat belt light hours before landing in Madrid. I think that Iberia officials in Madrid were advised of the incident. So embarassing.
JetsGo From United States of America, joined Jul 2003, 3034 posts, RR: 5 Reply 12, posted (6 years 11 months 1 week 3 days 19 hours ago) and read 1690 times:
Speaking of dolts with foots in their mouths, I have a semi-related story:
Back in high school, there was this girl that I was friends with in Spanish class. Over Christmas break, her and her family took a vacation. Well when she got back, the inner A.net side of me wanted to know the details of her flights and what not. It was that day that I learned WN has first class, flies non-stop SMF-CDG, and has 744's. I will never forget.