Posts: 137
Joined: Tue Sep 20, 2005 5:43 pm

Pax Getting Violent?

Tue Dec 27, 2005 7:55 pm

To all the grount staff

Being face to face with the PAX can be quite Scary.

For instance, I once had to tell a few passengers that our flight was overbook and that we will not be able to board them on the flight. One of them got really mad, went under the counter and came and try to grab me. Fortunatly, we asked the police to come to the counter since we had been denying pax for a few days. If it was not for them stopping the pax, it would of get physical.

Pax can get really violent, and sometime it is pretty nerve wrecking to walk up to someone and advise them of a bad new.

Have you experienced and physical attack , and what was the outcome?
I always wondered, how far this will go?
Posts: 970
Joined: Sat Jul 23, 2005 12:12 pm

RE: Pax Getting Violent?

Wed Dec 28, 2005 1:19 am

As a fellow passenger, I know that hearing bad news about air travel can usually mean lost time. Time is money, therefore losing time is losing money. Although I have never been violent, I have been told that some of the words that have come out of my mouth have been rather "interesting". Just watch "Airline" on A&E and you'll see some great examples of how some passengers can act around supervisors/agents. Most of the cases are influenced by alcohol, however!
Boeingfanyyz  airplane 
"If it aint boeing, it aint going!", "Friends are like condoms...they protect you when things get hard!"
Posts: 349
Joined: Tue Dec 06, 2005 9:25 pm

RE: Pax Getting Violent?

Wed Dec 28, 2005 1:43 am

Hi Folov,

For some funny reason, people who get into the role of airline passenger suddenly have a switch flicked in their brain and all normal behaviour goes out the window. I think a big part of it is a feeling of "entitlement". They feel that they paid for something (the ticket) and should get as much out of it as they can. They stretch the meaning of "the customer is king" and almost get a sense of trying to get away with as much as possible just because they're the customer.

Although I always thought of it that this happened when they get on board, your story once again highlights that it starts at the airport already. In the air at least we don't have many passengers that are mad because they were late or a flight was changed. Usually they're just relieved when on board. So those are the kinds of folks that you have to take care of. In the air there's the folks that are just intoxicated, people feeling they don't get what they deserve (after paying 40 bucks for a ticket) and people who panic. I've only once found me actually in a very hostile passenger environment (as flight crew I usually don't have to experience that face to face, luckily).

The whole matter of air rage is a resultant of our ever more hardening society. People have less respect for eachother.

Keep the good job up though!


RE: Pax Getting Violent?

Wed Dec 28, 2005 2:27 am

Quoting FOLOV (Thread starter):
Pax can get really violent, and sometime it is pretty nerve wrecking to walk up to someone and advise them of a bad new.

Yea, totally. It's like walking in a mine field, you never know what's gonna set someone off nowadays.

If a flight is delayed or what not, I can prepare and have tools ready to resolve the problem. But in the many years I've been in the industry, I've yet to figger out how to deal with the ones who just go off for no important reason, like there's not emergency rows left, they had to wait 30 mins for a bag, or they have a clearly over weight bag and think making a scene will bully me into waiving the fee.

I haven't personally been attacked, but I used to work next to AirTran when a late pax showed up at their ticket counter. The AirTran agent, and older lady, about 60 years old, told him as politely as possible that she couldn't check him in. He just got more crazy and lunged at her over the counter and grabbed her ID badge. Myself, another agent from the airline I worked for, and a Delta red coat were on him faster than lightning, pulled him away and, our other agent, sat on his back until the cops came. The whole time I was fighting the urge to kick him in the face.

My roommate was a supervisor for a popular LCC and got called onto a flight at the gate (going to LGA, big shock there!) because a family just decided they were going to sit in the exit row. Problem is their daughter was 9 years old, and people were already assigned those seats. They wouldn't move for the longest time, delaying the flight. They finally got them off, but they started cussing out my roommate on the jetway and the "mom and dad" attacked him, the guy held him against the wall while the "lady" punched him in the stomach...all in front of their daughter. Classy.

Bottom line: Some people shouldn't be allowed out in public.

Posts: 137
Joined: Tue Sep 20, 2005 5:43 pm

RE: Pax Getting Violent?

Wed Dec 28, 2005 3:54 am

the "mom and dad" attacked him, the guy held him against the wall while the "lady" punched him in the stomach...all in front of their daughter

This is Really insane. Hope he was OK.

I was looking at EL AL check in. A PAX was having a attitude,raisng his voice and the cops came and arrested him.

We all have been passenger, I understand that most people paid a lot of money and planned the perfect. When something goes wrong , it s like the end of the road. I once missed my cruise by one day, I called the cruise and advised them of it, they said no problem will pick you up and get you to the boat. I was happy to hear that even though i missed the beggining,

Please keep sharing. It is really interesting to see a person reaction.
Posts: 27
Joined: Sun Aug 21, 2005 1:02 am

RE: Pax Getting Violent?

Wed Dec 28, 2005 4:44 am

There is a definite amount of frustration inherent to the system of overbooking. If I buy a train or bus-ticket I know I have a seat, why can't that be the case for flights? For a lot of people flights are still high-price items, which raises the expectation of good service, or at least getting on the plane. Of course this is no excuse to act like an arse to the good employees that are simply doing their job. I'd rather pay a couple of bucks more to know I get a seat than have the chance of being bumped.
Posts: 74
Joined: Wed Feb 16, 2005 7:06 am

RE: Pax Getting Violent?

Wed Dec 28, 2005 8:28 am

Quoting AMS5280 (Reply 5):
If I buy a train or bus-ticket I know I have a seat

Don't be so sure about that. Greyhound does not guarantee seats, or they didn't used to gaurantee seats anyway. A friends of mine sat on the floor in the aisle between Burlington and St. Albans until a seat freed up.

Plus, with the bus, no one really had a sense of entitlement that some airplane pax have, because, I mean, it's the bus, where's the glamour in travelling by bus? At least those once-every-other-year flyers are hanging on the idea of glamour and entitlement and priveledge when they fly on a airplane
Posts: 528
Joined: Sun Sep 18, 2005 3:04 am

RE: Pax Getting Violent?

Wed Dec 28, 2005 8:37 am

As a Flight Attendant, I find that a lack of education as to how the airline industry works is one of the biggest reasons people get upset. Most people are ignorant (and not by their own fault) to how many things have to happen in such a short amount of time to get them from Point A to Point B. All they see is a deduction from their bank account (or addition to their credit card bill!) that says they paid for a seat on an airplane, and don't understand that seat isn't always guarenteed to be available, isn't going to show up, depart, or arrive on time - guarenteed, or come with the level of service they expect from it.

I understand air travel is more a hassle these days than ever before, and I truly do my best once people get on my airplane to help them forget what they went through before they got on it, but some days are better than others!

I am truly glad that I am not a gate agent, I don't have the patience. Its easier to understand a Flight Attendant can't give you the world once you are on their airplane (we only have soda and snacks these days!) ... and I'm pretty sure people expect gate agents to be able to do so when things don't go their way!

Oh well - such is the nature of customer service! Smile and nod  Wink

Prepare doors for departure and cross-check.

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