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Other Pax Giving FA Hard Time. What Would You Do?  
User currently offlineLincoln From United States of America, joined Nov 2004, 3887 posts, RR: 8
Posted (7 years 8 months 3 weeks 6 days 18 hours ago) and read 3116 times:

On a recent (Christmas day) flight the flight took a delay due to a MX issue (luckily, the issue was discovered and dealt with before we boarded).

After the flight was underway the pax across from me (I was in 2F, he was in 2A on a CO 556, a 757-300) was being a complete a--hole to the flight attendants, yelling, and very early in the flight demanded "name, rank, and serial number", etc. He was given (and completed) a comment card. Despite the FA's (and his wife's) efforts to pacify him, he was boisterous and ovbiously agitated throughout the flight -- really rather annoying.

This crew was fantastic, and certainly met and exceeded the standards of inflight service and professionalism I expect from CO -- nothing they could have done any better.

I am considering calling CO customer service just to add a "disinterested outsider's" view of the incident -- the crew was fantastic and I'd hate for there to be any "black marks" against them as a result of this person.

Would it be of any help? What would you do in a similar situation?

Lincoln


CO Is My Airline of Choice || Baggage Claim is an airline's last chance to disappoint a customer || Next flts in profile
14 replies: All unread, jump to last
 
User currently offlineAsstChiefMark From , joined Dec 1969, posts, RR:
Reply 1, posted (7 years 8 months 3 weeks 6 days 18 hours ago) and read 3104 times:

You could have told the flight attendant that think you saw him fiddling with a brick-shaped device with wires and batteries taped to the outside.

Mark


User currently offlineSTLGph From United States of America, joined Oct 2004, 9367 posts, RR: 26
Reply 2, posted (7 years 8 months 3 weeks 6 days 18 hours ago) and read 3101 times:

My vote's to join in on the fun!


if assumptions could fly, airliners.net would be the world's busiest airport
User currently offlineSlyguy From Australia, joined Dec 2006, 105 posts, RR: 0
Reply 3, posted (7 years 8 months 3 weeks 6 days 18 hours ago) and read 3060 times:

I would call and offer my point of view.
If, for no other reason than to clear my own conscience.
But I wouldn't worry too much as I doubt he would have made too much sense on his comment card anyways.
Sounds like a bit too much of the christmas spirit to me!



never put off till tomorrow what you can do the day after tomorrow
User currently offlineTootallsd From United States of America, joined Apr 2006, 559 posts, RR: 0
Reply 4, posted (7 years 8 months 3 weeks 6 days 17 hours ago) and read 2989 times:
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In the past, I have dealt with this situation three different times. In all cases, I discreetly approached the person and basically said that I was trying to rest while going/coming home from a trip. His loud behavior was both intrusive and annoying. I asked him to give the crew a break, they seemed to be working hard to help him but he needed to remember there were 21 of us that also needed some attention and care. Two of the guys apologized and behaved much better.

The third guy took it out on me. On his way to the lav he stopped to continue to harass me directly for being such an a**hole. I waited for him at the lav door and told him directly that if he continued, I would tell the flight crew that he had made a physical threat to me. If he didn't mind an unscheduled stop and some time with the local enforcement people, then keep it up otherwise leave me alone. Again, all very low voice, as in private as the front of first class can be.

That did shut him up and he went to sleep. He had been drinking -- one of the things the FAs identified, trying to cut him off and initiating his ranting.

Life is exciting.


User currently offlineJetstar From United States of America, joined May 2003, 1648 posts, RR: 10
Reply 5, posted (7 years 8 months 3 weeks 6 days 16 hours ago) and read 2907 times:
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On a recent trip on AA, a passenger gave a FA loudly a very hard time when she refused to place an oversize bag that did not fit underneath her seat in the overhead bin. First she tried to push it so far under the seat it went into the foot area of the seat in front of her, then she tried to place it under the sear next to her, even though is was occupied by another passenger. Only when the FA told the passenger that if she did not move the bag she would not be flying on AA that night, the passenger moved the bag to the overhead bin.

The FA asked other passengers if they would sign a form that the FA was writing up on the passenger verifying the passenger’s actions. I heard the entire argument and offered to sign the form that I witnessed the passenger refusal to obey the FA, but she said that she already had enough people sign the form and it was now up to the company as to what action, if any would be taken against the passenger.

I think the FA on your flight should have taken similar action against this passenger just to protect them from any complaint this passenger should file against the crew member.

You should notify the company and if possible ID the passenger by seat number, this way the company would have a file on this passenger and if he was abusive to crew members on other flights would probably receive a letter saying he is no longer welcome of their airplanes.


User currently offlineVEEREF From , joined Dec 1969, posts, RR:
Reply 6, posted (7 years 8 months 3 weeks 6 days 16 hours ago) and read 2894 times:

Unless the crewmember is being physically harmed or specifically requests, better to let them handle it.

User currently offlineIAirAllie From , joined Dec 1969, posts, RR:
Reply 7, posted (7 years 8 months 3 weeks 6 days 16 hours ago) and read 2850 times:

I know I've appreciated the few times when a passenger stood up for me against a nasty pax. Sometimes it helps to difuse the situation other times it could cause an escalation so use your best judgement before stepping in. Often what will happen is the pax will let me deal with the problem then approach me later and say "you handled that really well if that a-hole gives you any trouble here is my info. I'd be happy to tell your supervisor what really happened". That is always great! It helps to know someone will vouch for you so it doesn't turn into he said she said. Most of the time these jerks realize they are jerks and don't report the incident. Although we almost always write it up in a report just in case.

User currently offlineDeltAirlines From United States of America, joined May 1999, 8902 posts, RR: 12
Reply 8, posted (7 years 8 months 3 weeks 6 days 16 hours ago) and read 2845 times:

I'd send it in if you thought the crew did a good job. Often times, from what I've been told, it's a case of passenger vs. customer. You give some credit to the crew, and it might come in handy for them if/when they get called in to discuss the situation. I've heard many reports on FlyerTalk of F/As on various airlines encouraging other customers to write in if they were dealing with an unruly customer as a defense for themselves.

User currently offlineOPNLguy From , joined Dec 1969, posts, RR:
Reply 9, posted (7 years 8 months 3 weeks 6 days 15 hours ago) and read 2784 times:

Quoting Lincoln (Thread starter):
I am considering calling CO customer service just to add a "disinterested outsider's" view of the incident -- the crew was fantastic and I'd hate for there to be any "black marks" against them as a result of this person.

Would it be of any help? What would you do in a similar situation?

I've witnessed such situations a few times in the past, and while I've not gotten involved directly or openly during the flight (Letting the F/As handle it), I have written in with my view on things to back the F/As up. So many times, these things can get to be a case of "pax said" versus "F/A said", and I suspect that some airline managements tend to take the pax side as a "default" of sorts. Sending in 3rd party comments supporting the F/A's side can help...


User currently offlineCO767FA From United States of America, joined Aug 2005, 532 posts, RR: 1
Reply 10, posted (7 years 8 months 3 weeks 6 days 15 hours ago) and read 2755 times:

On behalf of my colleague, please write or call CO and provide your point of view. FWIW....in the future (if you see/hear similar incidents) you can also ask for a comment card; completing the details and sending it to CO or handing it to the F/A or a CSR.

If you'd rather not write a comment; offer the F/A your business card and let him/her know that CO can contact you for another perspective of the incident.


User currently offlineHalls120 From , joined Dec 1969, posts, RR:
Reply 11, posted (7 years 8 months 3 weeks 6 days 15 hours ago) and read 2727 times:

Quoting Lincoln (Thread starter):
Would it be of any help? What would you do in a similar situation?

Had this happen more than once. First time it was actually a junior FA being mistreated by an older FA - to the point of being abusive. During the flight I discreetly approached the FA and offered to write US Airways and complain about the way she was being treated by her colleague. She gave me the address to write to, and I did.

The other times, I did exactly what Jetstar describes below. I offered to provide a statement if the FA needed it.


Quoting Jetstar (Reply 5):
The FA asked other passengers if they would sign a form that the FA was writing up on the passenger verifying the passenger’s actions. I heard the entire argument and offered to sign the form that I witnessed the passenger refusal to obey the FA, but she said that she already had enough people sign the form and it was now up to the company as to what action, if any would be taken against the passenger.


User currently offlineZvezda From Lithuania, joined Aug 2004, 10511 posts, RR: 64
Reply 12, posted (7 years 8 months 3 weeks 6 days 15 hours ago) and read 2719 times:

Quoting Lincoln (Thread starter):
I am considering calling CO customer service just to add a "disinterested outsider's" view of the incident -- the crew was fantastic and I'd hate for there to be any "black marks" against them as a result of this person.

Would it be of any help? What would you do in a similar situation?

I did that once (letter, not a phone call) and the FA remembered me on a flight four months later. She told me she had been suspended because of the a**hole's complaint but reinstated the next day because of my letter. We ended up dating for a while.


User currently offlineAbrelosojos From Venezuela, joined May 2005, 5097 posts, RR: 55
Reply 13, posted (7 years 8 months 3 weeks 6 days 15 hours ago) and read 2707 times:

Quoting Jetstar (Reply 5):
The FA asked other passengers if they would sign a form that the FA was writing up on the passenger verifying the passenger’s actions. I heard the entire argument and offered to sign the form that I witnessed the passenger refusal to obey the FA, but she said that she already had enough people sign the form and it was now up to the company as to what action, if any would be taken against the passenger.

= Part of AA's: "we know why you fly" ideology  Smile

Quoting Zvezda (Reply 12):
I did that once (letter, not a phone call) and the FA remembered me on a flight four months later. She told me she had been suspended because of the a**hole's complaint but reinstated the next day because of my letter. We ended up dating for a while.

= Now thats a great story!

Cheers,
A.



Live, and let live.
User currently offlineJetdeltamsy From United States of America, joined Nov 2000, 2987 posts, RR: 7
Reply 14, posted (7 years 8 months 3 weeks 6 days 14 hours ago) and read 2628 times:

Quoting Lincoln (Thread starter):
I am considering calling CO customer service just to add a "disinterested outsider's" view of the incident -- the crew was fantastic and I'd hate for there to be any "black marks" against them as a result of this person.



Quoting Lincoln (Thread starter):
Would it be of any help? What would you do in a similar situation?

I would definitely write to CO's Consumer Relations Dept.

Identify the passenger by his seat number.

People like that can wind up on an airline's no-fly list.

People like that, when they actually do complain, usually write rambling, ridiculous letter which receive very little attention.



Tired of airline bankruptcies....EA/PA/TW and finally DL.
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