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Irate Passengers, What Can Be Done?  
User currently offlineBoston92 From United States of America, joined Aug 2006, 3390 posts, RR: 7
Posted (6 years 12 months 4 days 20 hours ago) and read 3579 times:

This happened about a month ago, but just wanted to share what happened on a certain flight (Rant, if you will).

It was a United flight from RNO-SFO aboard a mainline A319. I was seated in 2C (First). F class was 100% full, Y class was nearly empty at about 15-20%.

This is ALL about the woman seated in seat 2B directly across from me.

When the FA came to ask if we wanted a pre departure drink, I accepted and asked for an OJ. When this woman was asked (we'll call her Jane), she asked the FA if they had water. The FA said, "yes, of course." Jane then asked if it was bottled, and the FA said yes once more. Jane THEN asked if they had more than one kind. Now the FA starts to get kinda like, "What the hell??", and actually says, "No". Jane asked her to bring her a water.

The FA brings her the water, Jane looks at it, SMELLS it, and then says, "I don't want this," and hands it back to the FA (This is just the start, it gets better).

Later, Janes seatmate arrives and while he is putting his bag in the overhead, Jane leans as FAR as she could towards the window as if this guy has some disease. When the gentleman, gets in his seat (walking in front of Jane), she scrunches up her face, covers her nose and mouth, and holds her breath. When the man gets to his seat, she says outloud, "Jesus Christ."

Next (there is a young couple and there toddler behind her), the baby is crying but is by no means being disruptive. Just the occasional "wah", no big deal at all. While pushing, Jane turns around and says, "Shut-up." I was shocked. Not very many people heard.

Later during the taxi, she turns around once more, and loudly yells, "Your baby is starting to give US a headache up here." Everyone forward of row 15 heard that including the FA (who was sitting in a positon that I could see her, but Jane could not). Me and the FA "talked" using only facial expressions.

We have not even left the ground yet. During the climbout, we hit the usual RNO bumps, and she starts having some sort of panic attack grabbing the armrests, and moaning. Me and the 6 other F pax got a big kick outa that.

Once we hit cruise, Jane whips out her cell phone, and opens it up, and dials what I assume to be her voicemail. When she was unsucessful, she extends the antenna, and tries again just to fail. She drops a loud and clear F-bomb, and throws her phone back in her purse, gets up and uses the lav.

During this crutial time, the entire F cabin are saying to eachother, "who the hell does this bitch think she is?" And that was the sad reality.

On approach into SFO, the baby wakes up, and Jane rolls her eyes, and says, "Here we go again."

About 100 feet from touchdown, you will never guess what she does now. She gets in the brace position. We land, full reverse, and she starts rocking back and forth covering her ears.

Once exiting the runway, she gets out of her seat, and stands next to the door...while taxiing. The FA almost laughing told her she needed to return to her seat. She did, and the minute that plane stopped, she was up, cut in fron of everyone, almost shoved the FA to the ground and was at the door.

By her actions, would she ever be in danger of being removed from her flight if this is the way she always acts? If I was the Captain, THESE are the people that I would not want on my flight. If the father of that baby had been somebody else (i.e. me), there might have been some problems at 30,000 feet, that Jane brought on. Good thing the father took the high road, I don't think I would be able to contain myself if she had said what she said to me let alone my child. All hell would have broken loose.

Thanks for reading (if you got this far).

-B92


"Why does a slight tax increase cost you $200 and a substantial tax cut save you 30 cents?"
22 replies: All unread, jump to last
 
User currently offlineB777ER From United States of America, joined Jun 2004, 548 posts, RR: 0
Reply 1, posted (6 years 12 months 4 days 20 hours ago) and read 3564 times:

Freaking whack job. If I was the guy sitting next to her, I would try to fart as many times as I could and each time, look at her and keep saying, "my God lady, you reek".

User currently offlineFalcon84 From , joined Dec 1969, posts, RR:
Reply 2, posted (6 years 12 months 4 days 20 hours ago) and read 3532 times:

Quoting Boston92 (Thread starter):

I agree with B77ER. I think she was just a nut, nothing else. That's not what I conside an irate passenger. That lady wa just annoying.

Irates are people who physically or verbally threaten employees or other customers, and who can cause major problems. In those cases, real Irates should be denied boarding if they're not on the plane yet, or, when in flight, turned over to authorities once on the ground, at the very least to put the fear of Almighty God into them to let them know their behavior can lead to serious consequences for themselves.

Quoting B777ER (Reply 1):
Freaking whack job. If I was the guy sitting next to her, I would try to fart as many times as I could and each time, look at her and keep saying, "my God lady, you reek".

Or just say "hey, momma, what's that lettuce you been smokin'?"  Big grin


User currently offlineBoston92 From United States of America, joined Aug 2006, 3390 posts, RR: 7
Reply 3, posted (6 years 12 months 4 days 19 hours ago) and read 3499 times:

Quoting Falcon84 (Reply 2):

I agree that after reading my own post, it does sound as if she was a nutjob, but if you were actually there...she seemed just like a sad and lonely individual who acts this way (and possibly not too comfortable with flying). I also felt that was in complete control of her actions in every way. She reminded exactly of a what a person would like on "Airline" after getting kicked off the flight.

I am just glad that I do not have to deal with the lady in my everyday life, and I do send out my deepest apologies to the ones that do.

Wack-o, or not, I think more than one thing she did justified getting a talking to by an airline employee (i.e. talking to the baby that way, using a cell phone, and standing up while the aicraft is taxiing). The other things are just an annoyance that needs to be dealt with.



"Why does a slight tax increase cost you $200 and a substantial tax cut save you 30 cents?"
User currently offlineLASOctoberB6 From Japan, joined Nov 2006, 2380 posts, RR: 1
Reply 4, posted (6 years 12 months 4 days 18 hours ago) and read 3455 times:

we ( i and jane) would have had very "interesting" conversation on my part..... an old lady telling a baby thats not even really crying to shut up? nope, not by me, i would have cussed her out just for being stupid....


[NOT IN SERVICE] {WEStJet}
User currently offlineAirframeAS From United States of America, joined Feb 2004, 14150 posts, RR: 24
Reply 5, posted (6 years 12 months 4 days 18 hours ago) and read 3440 times:

Just out of curiousity, how old did 'Jane' look? What was her wardrobe style, etc etc?


A Safe Flight Begins With Quality Maintenance On The Ground.
User currently offlineDLOnur From United States of America, joined Jun 2007, 290 posts, RR: 1
Reply 6, posted (6 years 12 months 4 days 17 hours ago) and read 3430 times:

Nothing can be done about irate passengers because they are human (and seemingly more child-like once in an airport).

As Ken Kesey once said, "In any given situation, there are more dumb people than smart people."



What you believe is what you see.
User currently offlinePanHAM From Germany, joined May 2005, 9330 posts, RR: 29
Reply 7, posted (6 years 12 months 4 days 17 hours ago) and read 3424 times:

it doesn't rhyme but....


and it was fun fun fun, till her daddy took her private jet away

----------

May be she was just a claustophobic, had fear of flying and tried to overcome this with her behaviour. Not sure how far FAs can go, but in such a case, I would reply to the water question: We have Canadian, French, Coors Ultra Light and Chateauneuf du tap.

Some people can be taken only with a smile.

.



E's passed on! That parrot is no more! He has ceased to be! E's expired and gone to meet 'is maker!
User currently offlineJGPH1A From , joined Dec 1969, posts, RR:
Reply 8, posted (6 years 12 months 4 days 17 hours ago) and read 3397 times:

Quoting PanHAM (Reply 7):
Chateauneuf du tap

Hehe - I like that  Smile

Sounds like this woman had serious fear-of-flying issues, but that's no excuse for being a psycho hose-beast as well. Suck a valium !


User currently offlineUSPIT10L From United States of America, joined Mar 2006, 3295 posts, RR: 7
Reply 9, posted (6 years 12 months 4 days 16 hours ago) and read 3377 times:

Quoting Boston92 (Thread starter):

Some people just will not be pleased, no matter what you do. I deal with people like this every two or three days at a hotel. You just get used to it and handle it as professionally as possible.



It's a Great Day for Hockey!
User currently offlineBofredrik From , joined Dec 1969, posts, RR:
Reply 10, posted (6 years 12 months 4 days 16 hours ago) and read 3368 times:

Quoting AirframeAS (Reply 5):

Maybe she looked like Martha Stewart? 

[Edited 2007-09-01 09:54:00]

User currently offlineJblake1 From United States of America, joined Aug 2003, 292 posts, RR: 0
Reply 11, posted (6 years 12 months 4 days 16 hours ago) and read 3348 times:

It is my assertion that people's character flaws are exposed to the world for everyone to see once they cross the threshold of the airport entrance. People are amazing to watch at the ticket counter, gate, security checkpoint and of course on the plane.

User currently offlineScalebuilder From , joined Dec 1969, posts, RR:
Reply 12, posted (6 years 12 months 4 days 12 hours ago) and read 3265 times:

Quoting Jblake1 (Reply 11):
It is my assertion that people's character flaws are exposed to the world for everyone to see once they cross the threshold of the airport entrance. People are amazing to watch at the ticket counter, gate, security checkpoint and of course on the plane.

Yep...the flying experience will sometimes bring out the worst in people. Don't know why though we should keep in mind that flying somewhere could also mean leaving someone behind. Irate behavior could be related to stress and frustration associated with that experience and not the flying experience.

Quoting Boston92 (Thread starter):
Thanks for reading (if you got this far).

Wow..I can only sit here and wonder if that was my ex-spouse....  Wink Your description was spot-on!


User currently offlineBok269 From United States of America, joined May 2007, 2105 posts, RR: 0
Reply 13, posted (6 years 12 months 4 days 8 hours ago) and read 3140 times:

That's unacceptable. I don't know really what could have been done differently. Maybe they should have spoken to her after landing because she used her cell phone? I don't know. Was she young or old?


"Reality is wrong, dreams are for real." -Tupac
User currently offlineMandala499 From Indonesia, joined Aug 2001, 6844 posts, RR: 75
Reply 14, posted (6 years 12 months 4 days 7 hours ago) and read 3092 times:

Well, use the cellphone part as an excuse for the crew to act on her. Force her into a corner where she would end up categorized as an unruly/disruptive pax... pretend to discourage her from violence while you prepare the cuffs/plastic wrist restrainer. After all with a name of "Jane" bestowed upon her by boston92, you'd need to, coz u never know if Tarzan was on the flight too! LMAO!


When losing situational awareness, pray Cumulus Granitus isn't nearby !
User currently offlineTango-Bravo From United States of America, joined Jun 2001, 3805 posts, RR: 29
Reply 15, posted (6 years 12 months 4 days 6 hours ago) and read 3068 times:

Quoting DLOnur (Reply 6):
As Ken Kesey once said, "In any given situation, there are more dumb people than smart people."

And nowhere is the truth of this statement more evident than when people are cast in the real-world role of airline pax. Not only dumb and myopic; many are, or become, dysfunctional human beings, to say nothing of utterly boorish, whenever they are in any way involved in air travel and probably in any other situations where any measure of interpersonal skills are called for. Not a rant, just a fact that becomes self-evident to any thoughtful person involved in frontline customer service in the airline industry.


User currently offlineBoston92 From United States of America, joined Aug 2006, 3390 posts, RR: 7
Reply 16, posted (6 years 12 months 4 days 6 hours ago) and read 3052 times:

Quoting AirframeAS (Reply 5):
Just out of curiousity, how old did 'Jane' look? What was her wardrobe style, etc etc?

She was an estimated 50 years of age, with glasses, normally dressed with jeans, blouse, and sweater, and if I were to guess, she purchased a First Class seat.

After she said what she said to the baby, most everyone was looking at each other, with a "OMG, I cant believe she just said that," look on our faces, followed by a "Thank god this is only a 1 hour flight," look.



"Why does a slight tax increase cost you $200 and a substantial tax cut save you 30 cents?"
User currently offlineCtbarnes From United States of America, joined Mar 2000, 3491 posts, RR: 50
Reply 17, posted (6 years 12 months 4 days 6 hours ago) and read 3035 times:

I concur with the above who suggest she has some kind of fear of flying issue. Anxiety can lead some to act out their displaced anger, and air travel, stressful as it now is, makes that anxiety that much worse. We can't flee, so we fight.

It would have been interesting for someone (an FA or a fellow passenger) to ask 'Jane,' "You seem a bit anxious, is everything alright?" You might get a tirade telling you to "F*** off" or it's equally plausable she might burst into tears and admit to how scared she is.

While I also agree acting out like this should not be condoned, in my experience of having worked as an airport chaplain, a compassionate response can often work wonders with a difficult passenger.

Charles, SJ



The customer isn't a moron, she is your wife -David Ogilvy
User currently offlineBoston92 From United States of America, joined Aug 2006, 3390 posts, RR: 7
Reply 18, posted (6 years 12 months 4 days 1 hour ago) and read 2942 times:

Ya know, honestly, her actions did not come across to me as, "I am scared of flying." It was more like, "These pilots don't know what the hell they are doing, and I better take extra saftey practices".


"Why does a slight tax increase cost you $200 and a substantial tax cut save you 30 cents?"
User currently offlinePanAm747 From United States of America, joined Feb 2004, 4242 posts, RR: 8
Reply 19, posted (6 years 12 months 3 days 6 hours ago) and read 2782 times:

Quote:
Some people just will not be pleased, no matter what you do. I deal with people like this every two or three days at a hotel. You just get used to it and handle it as professionally as possible.

 checkmark   checkmark   checkmark   checkmark   checkmark 

One finds these kinds of people EVERYWHERE!! A sense of entitlement pervades just about society on earth...and the human ability to justify one's superiority over "lesser peoples" would be comical if it wasn't so tragic.

As a school teacher, I see and hear it frequently myself. I take it in stride - I try and make some good come from it by remembering to never treat people in that way. Otherwise, you (a) reduce yourself to the lowest common level (and become everything that disgusts you about that behavior), and (b) you give justification to that person's behavior, and much like a drug, they will go to more ridiculous extremes to feel better about themselves.



Pan Am:The World's Most Experienced Airline - P(oor) S(ailor's) A(irline): San Diego's Hometown Airline-Catch Our Smile!
User currently offlineAirframeAS From United States of America, joined Feb 2004, 14150 posts, RR: 24
Reply 20, posted (6 years 12 months 3 days 4 hours ago) and read 2717 times:

Quoting Boston92 (Reply 16):

Sounds like she doesnt get out very often, yet she took it out on other pax. Not cool!



A Safe Flight Begins With Quality Maintenance On The Ground.
User currently offlineNA747 From United States of America, joined Jul 2007, 120 posts, RR: 1
Reply 21, posted (6 years 12 months 3 days 4 hours ago) and read 2701 times:

She sounds like an Oscar winner in the Drama Queen category.
As far as I'm concerned she was trying to attract attention to herself.
Can you imagine her on a longer flight?
What a poor, miserable woman.


User currently offlineIkramerica From United States of America, joined May 2005, 21511 posts, RR: 60
Reply 22, posted (6 years 12 months 3 days 4 hours ago) and read 2697 times:

I'm not doctor, but it sounds like she has a mental illness, something that hits people who can afford to fly F as much as any other group. From her paranoia and overreaction to her over sensitivity to tastes and smells, it's "abnormal" behavior, very different than just being stuck up, a jerk, etc.

Another option is she was on drugs, and either needed a fix or was beyond help in that department. It can manifest in the same way as mental illness.

Either way, it's sad to see people in this state, and disturbing. The dangerous part is people in this state can snap at any time and be hard to control.



Of all the things to worry about... the Wookie has no pants.
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