lincoln
Posts: 3133
Joined: Mon Nov 01, 2004 11:22 pm

Other Pax Giving FA Hard Time. What Would You Do?

Wed Dec 27, 2006 9:32 am

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
 
AsstChiefMark
Posts: 10465
Joined: Thu Feb 05, 2004 2:14 pm

RE: Other Pax Giving FA Hard Time. What Would You Do?

Wed Dec 27, 2006 9:38 am

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
Red tail...Red tail...Red tail...Red tail...Red tail...Red tail...Red tail...Red tail...Damned MSP...Red tail...Red tail
 
stlgph
Posts: 9052
Joined: Tue Oct 12, 2004 4:19 pm

RE: Other Pax Giving FA Hard Time. What Would You Do?

Wed Dec 27, 2006 9:41 am

My vote's to join in on the fun!
if assumptions could fly, airliners.net would be the world's busiest airport
 
Slyguy
Posts: 104
Joined: Thu Dec 07, 2006 7:27 am

RE: Other Pax Giving FA Hard Time. What Would You Do?

Wed Dec 27, 2006 9:58 am

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
 
tootallsd
Posts: 458
Joined: Fri Apr 28, 2006 11:02 pm

RE: Other Pax Giving FA Hard Time. What Would You Do?

Wed Dec 27, 2006 10:49 am

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.
 
jetstar
Posts: 1370
Joined: Mon May 19, 2003 2:16 am

RE: Other Pax Giving FA Hard Time. What Would You Do?

Wed Dec 27, 2006 11:26 am

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.
 
VEEREF
Posts: 560
Joined: Wed Jun 09, 2004 12:55 am

RE: Other Pax Giving FA Hard Time. What Would You Do?

Wed Dec 27, 2006 11:33 am

Unless the crewmember is being physically harmed or specifically requests, better to let them handle it.
Airplanes are cool. Aviation sucks.
 
iairallie
Posts: 2326
Joined: Thu May 20, 2004 5:42 am

RE: Other Pax Giving FA Hard Time. What Would You Do?

Wed Dec 27, 2006 11:49 am

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.
Enough about flying lets talk about me!
 
deltairlines
Posts: 6877
Joined: Mon May 24, 1999 4:47 am

RE: Other Pax Giving FA Hard Time. What Would You Do?

Wed Dec 27, 2006 11:52 am

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.
 
OPNLguy
Posts: 11191
Joined: Tue Jun 15, 1999 11:29 am

RE: Other Pax Giving FA Hard Time. What Would You

Wed Dec 27, 2006 12:41 pm

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...
ALL views, opinions expressed are mine ONLY and are NOT representative of those shared by Southwest Airlines Co.
 
CO767FA
Posts: 388
Joined: Mon Aug 08, 2005 1:45 am

RE: Other Pax Giving FA Hard Time. What Would You Do?

Wed Dec 27, 2006 12:53 pm

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.
 
halls120
Posts: 8724
Joined: Sun Jun 05, 2005 3:24 am

RE: Other Pax Giving FA Hard Time. What Would You Do?

Wed Dec 27, 2006 1:07 pm

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.
"Suppose you were an idiot. And suppose you were a member of Congress. But I repeat myself." Mark Twain, a Biography
 
zvezda
Posts: 8891
Joined: Sat Aug 28, 2004 8:48 pm

RE: Other Pax Giving FA Hard Time. What Would You Do?

Wed Dec 27, 2006 1:16 pm

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.
 
abrelosojos
Posts: 4050
Joined: Sun May 29, 2005 6:48 am

RE: Other Pax Giving FA Hard Time. What Would You Do?

Wed Dec 27, 2006 1:19 pm

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.
 
jetdeltamsy
Posts: 2688
Joined: Tue Nov 14, 2000 11:51 am

RE: Other Pax Giving FA Hard Time. What Would You Do?

Wed Dec 27, 2006 2:06 pm

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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