Moderators: jsumali2, richierich, ua900, PanAm_DC10, hOMSaR

 
nitepilot79
Topic Author
Posts: 1075
Joined: Tue May 20, 2008 9:10 pm

Man Refusing To Pay $12 For Blanket Makes Scene--Flight Diverted

Thu Mar 09, 2017 4:24 am

12 dollars for a blanket? I have to assume that he would have been able to take the blanket with him, but still, does Hawaiian not provide "house" blankets for the passengers?

http://www.latimes.com/local/lanow/la-m ... story.html

Article quote:

"A Hawaiian Airlines passenger got booted off a flight Wednesday after he threatened to 'take someone behind the woodshed' and refused to pay $12 for a blanket, officials said.
The incident began after the plane took off from Las Vegas, and a 66-year-old passenger complained that he was cold, according to Officer Rob Pedregon, a spokesman for the Los Angeles Airport Police Department.
He asked for a blanket and was told it would cost $12, the officer said. The man became upset and said he shouldn’t have to pay because it was cold, he said.
So he asked to speak with the airline’s corporate office. During an in-flight call with company representatives, the man allegedly said, 'I would like to take someone behind the woodshed for this.'"
 
77H
Posts: 1570
Joined: Mon Sep 19, 2016 11:27 pm

Re: Man Refusing To Pay $12 For Blanket Makes Scene--Flight Diverted

Thu Mar 09, 2017 5:07 am

While I hardly feel the phrase "I'd like to take someone behind the woodshed" is threatening better safe than sorry when the majority of your flight time is spent over open ocean.

I too find it hard to believe HA would charge that much for a blanket. Why not just turn up the heat ?

77H
 
alfa164
Posts: 3708
Joined: Sat Oct 06, 2012 2:47 am

Re: Man Refusing To Pay $12 For Blanket Makes Scene--Flight Diverted

Thu Mar 09, 2017 5:14 am

77H wrote:
While I hardly feel the phrase "I'd like to take someone behind the woodshed" is threatening better safe than sorry when the majority of your flight time is spent over open ocean.
I too find it hard to believe HA would charge that much for a blanket. Why not just turn up the heat ?
77H

If they turn up the heat, they won't be able to see those fantastically-overpriced blankets...

;)
I'm going to have a smokin' hot body again!
I have decided to be cremated....
 
User avatar
airportugal310
Posts: 3673
Joined: Sun Apr 11, 2004 12:49 pm

Re: Man Refusing To Pay $12 For Blanket Makes Scene--Flight Diverted

Thu Mar 09, 2017 5:40 am

The $12 blankets referred to are off the "souvenir" cart. Passengers in First get a blanket and those who pay for Extra Comfort seats. There are very few if any extra blankets on domestic flights except JFK. Tough luck...no need to get rowdy if there's no free ones around. Need to dress appropriately regardless of where you're going. Just bc it's 80 in Hawaii doesn't mean it will be 80 on the plane.
“They bought their tickets, they knew what they were getting into. I say, let 'em crash.”
 
alfa164
Posts: 3708
Joined: Sat Oct 06, 2012 2:47 am

Re: Man Refusing To Pay $12 For Blanket Makes Scene--Flight Diverted

Thu Mar 09, 2017 6:05 am

alfa164 wrote:
77H wrote:
While I hardly feel the phrase "I'd like to take someone behind the woodshed" is threatening better safe than sorry when the majority of your flight time is spent over open ocean.
I too find it hard to believe HA would charge that much for a blanket. Why not just turn up the heat ?
77H

If they turn up the heat, they won't be able to see those fantastically-overpriced blankets...

;)


Sorry; I meant to say, "If they turn up the heat, they won't be able to sell those fantastically-overpriced blankets..."

;)
I'm going to have a smokin' hot body again!
I have decided to be cremated....
 
phlphan
Posts: 8
Joined: Sat Feb 11, 2017 6:34 am

Re: Man Refusing To Pay $12 For Blanket Makes Scene--Flight Diverted

Thu Mar 09, 2017 6:13 am

Good job HA! How many blankets do you now need to sell to cover the cost of the diversion?
 
MalevTU134
Posts: 2188
Joined: Tue Oct 11, 2016 8:04 pm

Re: Man Refusing To Pay $12 For Blanket Makes Scene--Flight Diverted

Thu Mar 09, 2017 6:20 am

I hope HA applies a blanket ban on all potential woodshed terrorists after this event. See? This is why we need the POTUS's travel ban! Seeing as the guy was from Las Vegas, this could have evolved, if not into the Bowling Green massacre, but at least the Blackjack Massacre.
 
smi0006
Posts: 2580
Joined: Wed Jan 16, 2008 7:45 am

Re: Man Refusing To Pay $12 For Blanket Makes Scene--Flight Diverted

Thu Mar 09, 2017 9:02 am

Better yet - how much was the satalite phone call from the aircraft? I'm all for telling rowdy passengers where to shove it- but this was just silly. Unless he was threatening the crew with abusive language give him the blanket. Sometimes in customer service you have to know when to let the A-holes win.
 
User avatar
keesje
Posts: 14095
Joined: Thu Apr 12, 2001 2:08 am

Re: Man Refusing To Pay $12 For Blanket Makes Scene--Flight Diverted

Thu Mar 09, 2017 9:21 am

I think Hawaiian will not press this case.

Because this doesn't promote the Brand as joyful, caring and service oriented.

What if the aircraft was really cold & the guy is actually a nice grandfather doing lots of community service?

Police and federal authorities met with the flight crew and passenger when the plane landed at 10:20 a.m.
Officers listened to the man’s complaints and then sent him on his way. Police determined there was no criminal threat, Pedregon said.
The man managed to catch another flight, he said.


Hawaiian will publicly defend the crew and state all was according to federal procedures.
And then have a good feed back session with the senior FA..
"Never mistake motion for action." Ernest Hemingway
 
User avatar
TheFlyingDisk
Posts: 2150
Joined: Mon Jun 09, 2008 12:43 pm

Re: Man Refusing To Pay $12 For Blanket Makes Scene--Flight Diverted

Thu Mar 09, 2017 9:46 am

From their website the pillow & blanket set is $10.

I would get mad too if I'm told onboard that I have to pay $12.

https://www.hawaiianairlines.com/our-se ... -snack-bar
I FLY KLM+ALASKA+QATAR+MALAYSIA+AIRASIA+MALINDO
 
oldannyboy
Posts: 2580
Joined: Wed Jun 15, 2016 8:28 am

Re: Man Refusing To Pay $12 For Blanket Makes Scene--Flight Diverted

Thu Mar 09, 2017 11:10 am

My two cents on this -and my views are entirely personal, and as such many will disagree... so feel free to stone me..

I think this is a fairly typical incident that perfectly represents what the US has come to these days, where the general paranoia and hysteria towards perceived threats (terrorism particularly) permeates and conditions people's behavior and reactions to an extent that it has become really difficult -if not downright dangerous- to embark on a discussion, or an argument, with anybody -particularly if they are performing a professional duty or are wearing a uniform.
You've got to be VERY VERY careful in picking your words, and make sure nothing of what you say -whether true, or hypothetical- gets perceived as a threat. I am personally extremely aware of this and make a point of being particularly courteous and polite, especially in circumstances where I feel I have to debate something/confront someone or ask for an explanation, etc. It's not nice feeling, let's be frank.

Here we are talking about a 66-year old man, who was cold. He might have been wearing flip-flops and a tank top, but maybe not. Maybe it was actually cold in the cabin - and HA is actually known for keeping their cabins very 'cool'. It doesn't take much to lower the a/c a bit, or address the needs of an older gent (who perhaps might incidentally be a demanding a$$hole). It's pretty bad too that they have no extra blankets on offer for a flight that despite being classified domestic, is almost as long as some shorter transatlantic flights. And honestly, as unhappy a choice his wording might have been, "I would like to take someone behind the woodshed for this" hardly seems like the sort of phrase that would warrant a citizen's arrest.... c'mon!
I think HA is the one loosing this game all around: they had to divert the flight and inconvenience everybody else, they spent extra money on this unnecessary action, the gentleman was indeed then let go by the Police (wasted Police time too!), and they are receiving a ton of bad press. I would think that accommodating the needs of a passenger would be the better and cheaper choice for an airline, but clearly it's not the preferred option. Sad.

Three similar incidents come to mind:
1) when an overweight lady on a transcontinental flight was heard murmuring "I could murder for food" upon discovering they were not serving food. The flight got silently diverted, and the lady got removed. She was perceived as a threat to the safety of her flight. lady naturally was released, and airline had to apologize.
2) when a lady got into an argument due to a pre take-off seat change with a F/A at FCO. Argument ended, flight proceeded fine with no issues, however said lady was met by Police at arrival in PHL, and I believe taken into custody for a number of hours, then (of course) released as there was no criminal offence.
3) a young man with Tourette's Syndrome was denied boarding because he kept repeating words like 'bomb' and 'accident' during pre boarding. He was a sick person, not a terrorist and was accompanied by family. Still, the mere action of saying those words n the sacred airport environment earned him a ban. Airline had to apologize afterwards and got a $hitload of bad press.
 
User avatar
PITingres
Posts: 1318
Joined: Fri Dec 21, 2007 1:59 am

Re: Man Refusing To Pay $12 For Blanket Makes Scene--Flight Diverted

Thu Mar 09, 2017 1:49 pm

airportugal310 wrote:
The $12 blankets referred to are off the "souvenir" cart. Passengers in First get a blanket and those who pay for Extra Comfort seats. There are very few if any extra blankets on domestic flights except JFK. Tough luck...no need to get rowdy if there's no free ones around. Need to dress appropriately regardless of where you're going. Just bc it's 80 in Hawaii doesn't mean it will be 80 on the plane.


Uh, what is "appropriately"? Are you saying that Hawaiian guarantees cold airplanes? I've been on flights where I was about to pass out from the heat (and me just wearing jeans and a tee shirt), and flights where my fingers started to ache from the cold. Same airline and same routing.

Expecting people to know what temperature a flight will be is pretty much the same as expecting them to be able to foretell the future. I'm afraid your statement is completely unhelpful.
Fly, you fools! Fly!
 
FlyUSAir
Posts: 387
Joined: Wed Jun 15, 2016 6:26 am

Re: Man Refusing To Pay $12 For Blanket Makes Scene--Flight Diverted

Thu Mar 09, 2017 2:01 pm

Good job HA, diverting an A330 full of customers over someone not wanting to pay for an overpriced blanket. Heck when I flew to Hawaii even AA gave free blankets out in coach. If I was a customer on that plane I would definitely be sending HA a strongly worded letter from my lawyer.
A319/A320/A321/A333 712/732/733/734/735/737/738/752/753/762/763 C172 CR2/CR7/CR9 E145/E170/E175/E190
MD82/MD83/MD88/MD90 Q100/Q400
 
IADCA
Posts: 2194
Joined: Mon Feb 26, 2007 12:24 am

Re: Man Refusing To Pay $12 For Blanket Makes Scene--Flight Diverted

Thu Mar 09, 2017 2:05 pm

FlyUSAir wrote:
Good job HA, diverting an A330 full of customers over someone not wanting to pay for an overpriced blanket. Heck when I flew to Hawaii even AA gave free blankets out in coach. If I was a customer on that plane I would definitely be sending HA a strongly worded letter from my lawyer.


About what? Them not giving out free blankets, or them diverting the plane because you (hypothetically) acted like a child about them not giving you a free blanket?
 
FlyUSAir
Posts: 387
Joined: Wed Jun 15, 2016 6:26 am

Re: Man Refusing To Pay $12 For Blanket Makes Scene--Flight Diverted

Thu Mar 09, 2017 2:11 pm

IADCA wrote:
FlyUSAir wrote:
Good job HA, diverting an A330 full of customers over someone not wanting to pay for an overpriced blanket. Heck when I flew to Hawaii even AA gave free blankets out in coach. If I was a customer on that plane I would definitely be sending HA a strongly worded letter from my lawyer.


About what? Them not giving out free blankets, or them diverting the plane because you (hypothetically) acted like a child about them not giving you a free blanket?


Not talking about the man, the other passengers. Diverting the aircraft for a stupid reason and inconveniencing me/causing me more money for having to cancel/make new plans.
A319/A320/A321/A333 712/732/733/734/735/737/738/752/753/762/763 C172 CR2/CR7/CR9 E145/E170/E175/E190
MD82/MD83/MD88/MD90 Q100/Q400
 
czek6
Posts: 182
Joined: Thu Sep 05, 2013 2:20 pm

Re: Man Refusing To Pay $12 For Blanket Makes Scene--Flight Diverted

Thu Mar 09, 2017 3:46 pm

nitepilot79 wrote:
12 dollars for a blanket? I have to assume that he would have been able to take the blanket with him, but still, does Hawaiian not provide "house" blankets for the passengers?

http://www.latimes.com/local/lanow/la-m ... story.html

Article quote:

". During an in-flight call with company representatives, the man allegedly said, 'I would like to take someone behind the woodshed for this.'"



Wait...what? An in-flight call with company reps? Was this just the general customer service number? Are there in-flight customer service reps standing by to assist me?

How often does the crew pass an in-flight passenger to customer service to resolve an issue?
 
Flighty
Posts: 9963
Joined: Thu Apr 05, 2007 3:07 am

Re: Man Refusing To Pay $12 For Blanket Makes Scene--Flight Diverted

Thu Mar 09, 2017 3:51 pm

Send him to Guantanamo! Just kidding.
 
User avatar
diverdave
Posts: 704
Joined: Sun Mar 07, 2010 1:00 am

Re: Man Refusing To Pay $12 For Blanket Makes Scene--Flight Diverted

Thu Mar 09, 2017 4:40 pm

czek6 wrote:
Wait...what? An in-flight call with company reps? Was this just the general customer service number? Are there in-flight customer service reps standing by to assist me?

How often does the crew pass an in-flight passenger to customer service to resolve an issue?


That's the part that makes my head spin.

David
 
IADCA
Posts: 2194
Joined: Mon Feb 26, 2007 12:24 am

Re: Man Refusing To Pay $12 For Blanket Makes Scene--Flight Diverted

Thu Mar 09, 2017 4:57 pm

FlyUSAir wrote:
IADCA wrote:
FlyUSAir wrote:
Good job HA, diverting an A330 full of customers over someone not wanting to pay for an overpriced blanket. Heck when I flew to Hawaii even AA gave free blankets out in coach. If I was a customer on that plane I would definitely be sending HA a strongly worded letter from my lawyer.


About what? Them not giving out free blankets, or them diverting the plane because you (hypothetically) acted like a child about them not giving you a free blanket?


Not talking about the man, the other passengers. Diverting the aircraft for a stupid reason and inconveniencing me/causing me more money for having to cancel/make new plans.


I wouldn't expect your lawyer to receive a particularly worried response to a strongly worded letter regarding a decision based on flight safety (dubious as it may have been) that inconvenienced you by a couple hours. It would probably consist of a single paragraph quoting the CoC and basically telling him or her to have a very pleasant day pursuing other activities that aren't wastes of time.
 
User avatar
Spacepope
Posts: 4761
Joined: Tue Dec 28, 1999 11:10 am

Re: Man Refusing To Pay $12 For Blanket Makes Scene--Flight Diverted

Thu Mar 09, 2017 4:59 pm

I wonder what he was wearing. This is just as important of a question as when passengers are escorted off a flight for being too scantily clad. My assumption is since he thought he was going to Hawaii, shirts and flip flops were appropriate attire, and then surprise he was a touch chilly.
The last of the famous international playboys
 
Amiga500
Posts: 2645
Joined: Tue Mar 03, 2015 8:22 am

Re: Man Refusing To Pay $12 For Blanket Makes Scene--Flight Diverted

Thu Mar 09, 2017 5:06 pm

IADCA wrote:
I wouldn't expect your lawyer to receive a particularly worried response to a strongly worded letter regarding a decision based on flight safety (dubious as it may have been) that inconvenienced you by a couple hours. It would probably consist of a single paragraph quoting the CoC and basically telling him or her to have a very pleasant day pursuing other activities that aren't wastes of time.


It was nothing to do with flight safety - and I believe if you said "see you in court then", any reasonable judge would also determine it was nothing to do with flight safety.

There is no polite way of dressing up the fact that the idiots in the cabin crew, on the flight deck and in the HA customer service really messed up and displayed levels of incompetence that are embarrassing.

Are we really expected to trust our lives to the judgement of clowns like this? [what happens in an instance when there is no blindingly obvious option they can take under the guise of "safety"?]
 
FlyUSAir
Posts: 387
Joined: Wed Jun 15, 2016 6:26 am

Re: Man Refusing To Pay $12 For Blanket Makes Scene--Flight Diverted

Thu Mar 09, 2017 5:07 pm

IADCA wrote:
FlyUSAir wrote:
IADCA wrote:

About what? Them not giving out free blankets, or them diverting the plane because you (hypothetically) acted like a child about them not giving you a free blanket?


Not talking about the man, the other passengers. Diverting the aircraft for a stupid reason and inconveniencing me/causing me more money for having to cancel/make new plans.


I wouldn't expect your lawyer to receive a particularly worried response to a strongly worded letter regarding a decision based on flight safety (dubious as it may have been) that inconvenienced you by a couple hours. It would probably consist of a single paragraph quoting the CoC and basically telling him or her to have a very pleasant day pursuing other activities that aren't wastes of time.


This was more than a silly little mistake, this was incompetence across the board. HA needs to make it right for the rest of the passengers with at the very least a refund of their flights/any fees paid.
A319/A320/A321/A333 712/732/733/734/735/737/738/752/753/762/763 C172 CR2/CR7/CR9 E145/E170/E175/E190
MD82/MD83/MD88/MD90 Q100/Q400
 
IADCA
Posts: 2194
Joined: Mon Feb 26, 2007 12:24 am

Re: Man Refusing To Pay $12 For Blanket Makes Scene--Flight Diverted

Thu Mar 09, 2017 5:18 pm

Amiga500 wrote:
IADCA wrote:
I wouldn't expect your lawyer to receive a particularly worried response to a strongly worded letter regarding a decision based on flight safety (dubious as it may have been) that inconvenienced you by a couple hours. It would probably consist of a single paragraph quoting the CoC and basically telling him or her to have a very pleasant day pursuing other activities that aren't wastes of time.


It was nothing to do with flight safety - and I believe if you said "see you in court then", any reasonable judge would also determine it was nothing to do with flight safety.

There is no polite way of dressing up the fact that the idiots in the cabin crew, on the flight deck and in the HA customer service really messed up and displayed levels of incompetence that are embarrassing.

Are we really expected to trust our lives to the judgement of clowns like this? [what happens in an instance when there is no blindingly obvious option they can take under the guise of "safety"?]


I think you need to read Hawaiian's contract of carriage. Unless you have a cause of action aside from breach of contract you're going to have to argue how they breached - regardless of whether their reason for the diversion was specious or not. Lying to your customers is not actionable in and of itself, nor is poor judgment. If you can identify any way in which they breached the CoC, then maybe you have something, but I didn't see anything in this fact pattern that does in a quick scan. Any reasonable judge would also require you to comply with Rules 95 and 96 of that contract - even before bringing a negligence-based action, which would be rather wasteful on these facts considering the cost of your lawyer would far exceed any recovery you would ever get.

quote="FlyUSAir"]
IADCA wrote:
FlyUSAir wrote:

Not talking about the man, the other passengers. Diverting the aircraft for a stupid reason and inconveniencing me/causing me more money for having to cancel/make new plans.


I wouldn't expect your lawyer to receive a particularly worried response to a strongly worded letter regarding a decision based on flight safety (dubious as it may have been) that inconvenienced you by a couple hours. It would probably consist of a single paragraph quoting the CoC and basically telling him or her to have a very pleasant day pursuing other activities that aren't wastes of time.


This was more than a silly little mistake, this was incompetence across the board. HA needs to make it right for the rest of the passengers with at the very least a refund of their flights/any fees paid.[/quote]

This is a slightly more reasonable approach, bit it's still pretty amazing that people expect a full refund for a diverted flight.
Last edited by IADCA on Thu Mar 09, 2017 5:20 pm, edited 1 time in total.
 
IADCA
Posts: 2194
Joined: Mon Feb 26, 2007 12:24 am

Re: Man Refusing To Pay $12 For Blanket Makes Scene--Flight Diverted

Thu Mar 09, 2017 5:20 pm

IADCA wrote:
Amiga500 wrote:
IADCA wrote:
I wouldn't expect your lawyer to receive a particularly worried response to a strongly worded letter regarding a decision based on flight safety (dubious as it may have been) that inconvenienced you by a couple hours. It would probably consist of a single paragraph quoting the CoC and basically telling him or her to have a very pleasant day pursuing other activities that aren't wastes of time.


It was nothing to do with flight safety - and I believe if you said "see you in court then", any reasonable judge would also determine it was nothing to do with flight safety.

There is no polite way of dressing up the fact that the idiots in the cabin crew, on the flight deck and in the HA customer service really messed up and displayed levels of incompetence that are embarrassing.

Are we really expected to trust our lives to the judgement of clowns like this? [what happens in an instance when there is no blindingly obvious option they can take under the guise of "safety"?]


I think you need to read Hawaiian's contract of carriage. Unless you have a cause of action aside from breach of contract you're going to have to argue how they breached - regardless of whether their reason for the diversion was specious or not. Lying to your customers is not actionable in and of itself, nor is poor judgment. If you can identify any way in which they breached the CoC, then maybe you have something, but I didn't see anything in this fact pattern that does in a quick scan. Any reasonable judge would also require you to comply with Rules 95 and 96 of that contract - even before bringing a negligence-based action, which would be rather wasteful on these facts considering the cost of your lawyer would far exceed any recovery you would ever get.


FlyUSAir wrote:
IADCA wrote:
FlyUSAir wrote:

Not talking about the man, the other passengers. Diverting the aircraft for a stupid reason and inconveniencing me/causing me more money for having to cancel/make new plans.


I wouldn't expect your lawyer to receive a particularly worried response to a strongly worded letter regarding a decision based on flight safety (dubious as it may have been) that inconvenienced you by a couple hours. It would probably consist of a single paragraph quoting the CoC and basically telling him or her to have a very pleasant day pursuing other activities that aren't wastes of time.


This was more than a silly little mistake, this was incompetence across the board. HA needs to make it right for the rest of the passengers with at the very least a refund of their flights/any fees paid.


This is a slightly more reasonable approach, bit it's still pretty amazing that people expect a full refund for a diverted flight.
 
User avatar
readytotaxi
Posts: 7528
Joined: Mon Dec 11, 2006 2:09 am

Re: Man Refusing To Pay $12 For Blanket Makes Scene--Flight Diverted

Thu Mar 09, 2017 5:56 pm

Heck, would love to be on a "cold" airplane. It does seem that for many years now airline cabins have been way too warm all of the time. A cabin temp of 60f max for me, then you can use the blanket if you need it.
you don't get a second chance to make a first impression!
Growing older, but not up.
 
User avatar
Rajahdhani
Posts: 610
Joined: Wed Sep 28, 2016 3:13 pm

Re: Man Refusing To Pay $12 For Blanket Makes Scene--Flight Diverted

Thu Mar 09, 2017 6:05 pm

alfa164 wrote:
77H wrote:
While I hardly feel the phrase "I'd like to take someone behind the woodshed" is threatening better safe than sorry when the majority of your flight time is spent over open ocean.
I too find it hard to believe HA would charge that much for a blanket. Why not just turn up the heat ?
77H

If they turn up the heat, they won't be able to see those fantastically-overpriced blankets...

;)


You win! Comment. Of. The. Week.!
 
KiloRomeoDelta
Posts: 189
Joined: Sun Oct 14, 2012 12:40 am

Re: Man Refusing To Pay $12 For Blanket Makes Scene--Flight Diverted

Thu Mar 09, 2017 6:08 pm

Justified or not, this event is a PR disaster for Hawaiian. They have spent tons of dollars advertising themselves as "nicer" than other airlines to fly to Hawaii with ad campaigns all over the west coast, and now all over media is this news that cheapskate Hawaiian charges $12 for blankets. Boohoo!

Should have given the guy a damned blanket and carried on with the flight. $12 is not worth taking a diversion and negative press.
 
Aptivaboy
Posts: 948
Joined: Fri Jul 15, 2016 3:32 pm

Re: Man Refusing To Pay $12 For Blanket Makes Scene--Flight Diverted

Thu Mar 09, 2017 6:10 pm

The $12 blankets referred to are off the "souvenir" cart. Passengers in First get a blanket and those who pay for Extra Comfort seats. There are very few if any extra blankets on domestic flights except JFK.


That's exactly how it was on my last HA flight OGG-LAX in January. I was a little bit surprised by the $12 charge, so I didn't get one. I also didn't need one, so not really an issue for me as the cabin was a very comfortable temperature. For those upset about the charge, HA also served us peons in coach a really good HOT chicken dish (not merely lukewarm, but actually hot!), and we all got a complimentary wine service. It was seriously the best food and beverage service I've had in probably decades, and I go back to the days of actually using real silverware and china on flights. You pay for some things, others you don't. On balance, I'll take HA's in - flight service and charges any day over the competition. You get a lot more value for your dollar.

Bob
 
User avatar
TWA772LR
Posts: 7344
Joined: Thu Nov 17, 2011 6:12 am

Re: Man Refusing To Pay $12 For Blanket Makes Scene--Flight Diverted

Thu Mar 09, 2017 6:15 pm

Flighty wrote:
Send him to Guantanamo! Just kidding.

They did that to Harold and Kumar for something a lot less sinister!
When wasn't America great?


The thoughts and opinions shared under this username are mine and are not influenced by my employer.
 
User avatar
Rajahdhani
Posts: 610
Joined: Wed Sep 28, 2016 3:13 pm

Re: Man Refusing To Pay $12 For Blanket Makes Scene--Flight Diverted

Thu Mar 09, 2017 6:24 pm

oldannyboy wrote:
Here we are talking about a 66-year old man, who was cold. He might have been wearing flip-flops and a tank top, but maybe not. Maybe it was actually cold in the cabin - and HA is actually known for keeping their cabins very 'cool'. It doesn't take much to lower the a/c a bit, or address the needs of an older gent (who perhaps might incidentally be a demanding a$$hole). It's pretty bad too that they have no extra blankets on offer for a flight that despite being classified domestic, is almost as long as some shorter transatlantic flights. And honestly, as unhappy a choice his wording might have been, "I would like to take someone behind the woodshed for this" hardly seems like the sort of phrase that would warrant a citizen's arrest.... c'mon!
I think HA is the one loosing this game all around: they had to divert the flight and inconvenience everybody else, they spent extra money on this unnecessary action, the gentleman was indeed then let go by the Police (wasted Police time too!), and they are receiving a ton of bad press. I would think that accommodating the needs of a passenger would be the better and cheaper choice for an airline, but clearly it's not the preferred option. Sad.


To add, all this for hypothetically $12.00 (assumed market value). At what point, does the flight supervisor not have a talk with this guy, and hand him a blanket to shut him down/up? In the grand scheme of things - what will be the cost of settling this issue? More, or less - than a though, an 'act of compassion', the cost of shrink (a whopping $12.00 lost revenue), and an act of decency with the affected crew member (sit them down, give them a few minutes alone, in private to relax, have them work another part of the cabin, and speak to the passenger about having no further contact with any other member of staff, save for the flight supervisor - and that one further 'issue' will resolve in an indisputable landing, his actions being his liability). Isolation, diffusion, offer an acceptable range of behavior and options via a cease and desist 'talking to'. If you wish to get graphic/gangster - walk him to back cabin, the lavs/galley - and have the chat there. In passing, at the end - remark how much this small space, and a woodshed have in common.

Moreover,the majority of HA's business is that of transporting passengers on the trans-Pacific routes. They have served millions on these routes, for decades, with a different types (and at stages of technology). Unlike most other carriers, it has to handle yet another 'unique' challenge of operation - warm weather (and associated clothing) on, at least one side of the flight, year round. Is this the first they are noting of this phenomenon? Or, can we surmise - that they willingly know of, and plan to profit on this trend? Thus, this would lead to them feeling the sting of a 'penny-wise, pound-foolish' approach to what can actually be a decently good marketing tool, and physical representation of the warm nature of the Hawaiian Islands.

I mean, the headlines write themselves, and is it worth the bad press? Hell, I bet if you passed a hat around on board you could find 12 dollars donated quicker than someone could say 'diversion' - especially considering the real costs that every passenger then endured by being diverted/delayed.
 
gzm
Posts: 364
Joined: Thu Aug 21, 2014 1:52 pm

Re: Man Refusing To Pay $12 For Blanket Makes Scene--Flight Diverted

Thu Mar 09, 2017 6:46 pm

In the good old days some airlines were"Going to great lengths to please".Now it seems they go out of their way to do exactly the opposite."Great people to fly with" was another slogan.It has come full circle, folks, now we see the other side of the coin. "We don't forget how...un-important you are" or, "We never forget you...don't have a choice". Times change and so do the attitudes of airlines...
 
SmithAir747
Posts: 1906
Joined: Wed Jan 21, 2004 3:30 am

Re: Man Refusing To Pay $12 For Blanket Makes Scene--Flight Diverted

Thu Mar 09, 2017 6:55 pm

Are these blankets something special (ie, souvenir quality, with a unique airline-specific design or characteristic), worth US$12? Once purchased, can they be taken off the aircraft as souvenirs? Or is this a rental fee for the temporary use of the blankets onboard, which then must be returned? I haven't heard of any other carrier charging for the use of blankets or pillows (and usually they are left onboard after the flight).

SmithAir747
I will praise thee; for I am fearfully and wonderfully made... (Psalm 139:14)
 
FlyUSAir
Posts: 387
Joined: Wed Jun 15, 2016 6:26 am

Re: Man Refusing To Pay $12 For Blanket Makes Scene--Flight Diverted

Thu Mar 09, 2017 7:00 pm

SmithAir747 wrote:
Are these blankets something special (ie, souvenir quality, with a unique airline-specific design or characteristic), worth US$12? Once purchased, can they be taken off the aircraft as souvenirs? Or is this a rental fee for the temporary use of the blankets onboard, which then must be returned? I haven't heard of any other carrier charging for the use of blankets or pillows (and usually they are left onboard after the flight).

SmithAir747


Looking on their site, it's a $10 pillow and blanket set you can keep where the pillow part has the Hawaiian logo on it but that's all I can tell, know nothing about the quality or any patterns. It just boggles me because even the likes of AA, DL, UA etc supply free blankets to coach passengers on Hawaii flights.

At some point, I think the $10 cost of giving out a blanket offsets diverting a full plane of passengers.
A319/A320/A321/A333 712/732/733/734/735/737/738/752/753/762/763 C172 CR2/CR7/CR9 E145/E170/E175/E190
MD82/MD83/MD88/MD90 Q100/Q400
 
User avatar
aloha73g
Posts: 1946
Joined: Mon Jul 07, 2003 6:30 pm

Re: Man Refusing To Pay $12 For Blanket Makes Scene--Flight Diverted

Thu Mar 09, 2017 7:19 pm

Some corrections to other media reports from today's Honolulu Star-Advertiser:
A complaint over the cost of a $10 blanket aboard a Hawaiian Airlines flight from Las Vegas to Honolulu

Other media reported that the passenger aboard Flight 7 called Hawaiian’s corporate office from inside the plane, but Croyle said that was incorrect.
“No HA7 passenger called the corporate office,” Croyle wrote in her email.

George Enriques, a Maui-bound passenger aboard Flight 7, was sitting across the aisle from the white-haired passenger in seat 42A who was escorted off the plane.
A flight attendant told Enriques that the passenger in 42A had threatened the pilot, Enriques told the Star-Advertiser.
Earlier, while waiting to board the flight at Las Vegas’ McCarren International Airport, Enriques said he saw Hawaiian Airlines personnel speaking to the passenger.
The man told Enriques, “They’re not treating me right. I’m going to call the president,” Enriques said.


1. The blankets are actually $10.

2. This passenger was already causing some trouble before takeoff from LAS

3. On flights to Hawaii, once you're over the water you can't land "along the way," to deal with a problem

Put yourself in the crew's situation -- this passenger was causing an issue before takeoff and started getting "unruly" again once airborne. Should you keep going and risk something serious happening when you're 150 minutes from the nearest airport, or land now and deal with it while you can?

This isn't a LAX-JFK flight with the ability to stop anywhere and everywhere in between. I wasn't there so I don't know if the crew over reacted, but I can definitely imagine why a captain about to head out over water for 5 hours might think turning around is more appealing.

-Aloha!

P.S. during my time as an HA F/A I did have a passenger get "unruly," slap me and punch another crew member after the meal service when were over 2 hrs into the flight. We proceeded to HNL, but "Halfway to Hawaii" is nor a great place to deal with any sort of unusual situation.
Aloha Airlines - The Spirit Moves Us. Gone but NEVER Forgotten. Aloha, A Hui Hou!
 
User avatar
Rajahdhani
Posts: 610
Joined: Wed Sep 28, 2016 3:13 pm

Re: Man Refusing To Pay $12 For Blanket Makes Scene--Flight Diverted

Thu Mar 09, 2017 7:20 pm

Slightly on topic - the flight attendant/crew member needs an 'attitude' adjustment.

1). The person should be better empowered. The agent/crew member should feel so empowered that they have the sovereignty to not only react, but properly assess, and then have a capable response to said threat. The threshold of reaction is so low, and with the 'zero-tolerance' policy - we are seeing the ramification of increasingly petty issues effecting massively expensive problems. What was this man's intent? Moreover, what was his capability? What is a reasonable expectation of his capabilities based on his dress, his behaviors, his capabilities and his ability to possess a weapon in the post-TSA checkpoint environment? What then, becomes the truer nature of the threat?

2). This leads back to the issue of empowering the agent/flight attendant. Did this agent not have a line of command that allowed him/her to 'escalate' the situation to a superior/cooler head? I get that that individual is under unique stresses - but if a threat was made against that specific individual - was there no policy to segregate that individual (or, preferably, both parties) to minimize the risk of further harm? This individual flight attendant was left alone, to deal with it? Off the wall, why not also encourage flight attendants to take self-defense courses? Fewer destinations in the World would be more prone to passengers wishing to 'drink their way home'. How do they handle belligerency when it has another, flawlessly more 'convenient' cover? Especially, when it happens more frequently. Hawaiian encounters more on-board, one-man-stormings of Versailles for blankets, as opposed to the mean drunks? At this point, let them eat cake!

3). This is precisely where that 'attitude adjustment' comes into play. Barring the Hawaiian stereotype (warm, sunny 'disposition' and all that jazz), that flight attendant should have been able to do his/her job the same way that any other, red-blooded, American Airlines flight attendant would have - iced him out. Not a word. Just a death stare. Hell hath no fury ('those that marched under the raptor's wings' reference, especially during the bankruptcy phase. Those uniforms help the analogy. Blocky shoulders - I mean...) Or, worse an "I would love to see you try...", and the steady calm smile of knowing that you can krav-maga, Jiu Jitsu, or Capoiera, you way out of him if you need to. Capacity here, would have reduced him, his associated threat, the unnecessary need, and the unnecessary conflict - to, moot.

Hell, do a 'Say Aloha to our Num Chuks' campaign, do an advert with Chuck Norris, and/or with the Raider's defensive line. Get ahead of the bad press. Incentivize crew a little, sponsor a class at a local gym (and partner with that gym to get a decent membership rate for employees - incentivize a healthier work place culture).

And all this, will probably cost less than the cost of a diversion, compensating passengers, crew costs, the added fuel, the upcoming litigation, and/or the negative press (and/or opportunity for a competitor to take advantage of it - aren't we one add away from AS ad with just a blanket on it...).

That said, the airline could just empower their employee enough to react to their human urge to help someone, and just give the man the blanket in the first place...instead of having to defend, apart from their dignity, (and internally their humanity) - their need to defend an overpriced blanket to begin with... because not even that level of autonomy, to a member of the crew - is worth the actual costs associated with this incident. Seeing that HA is in the business of selling blankets, first - how many blankets do they have to sell now, to afford this one?
 
User avatar
Rajahdhani
Posts: 610
Joined: Wed Sep 28, 2016 3:13 pm

Re: Man Refusing To Pay $12 For Blanket Makes Scene--Flight Diverted

Thu Mar 09, 2017 7:59 pm

aloha73g wrote:
2. This passenger was already causing some trouble before takeoff from LAS
3. On flights to Hawaii, once you're over the water you can't land "along the way," to deal with a problem
Put yourself in the crew's situation -- this passenger was causing an issue before takeoff and started getting "unruly" again once airborne. Should you keep going and risk something serious happening when you're 150 minutes from the nearest airport, or land now and deal with it while you can?

This isn't a LAX-JFK flight with the ability to stop anywhere and everywhere in between. I wasn't there so I don't know if the crew over reacted, but I can definitely imagine why a captain about to head out over water for 5 hours might think turning around is more appealing.
-Aloha!


Completely valid point. That said, why did they have to wait to get to LAX before dumping him? If he was causing trouble around LAS, especially before take off (where there is potentially the least amount of risk possible) - was he not taken off at LAS? Clearly, the stimuli for making such a call are necessary, and I understand that time is required for a situation to develop - that said, if the flight attendant is willing to base the argument (and basis of the action, on a blanket - which is a ridiculously low threshold, which is precisely why the police released him, and he flew another airline after) on such a low threshold, why not flag the 'previous' problem as the cause, flag the action then, and call him out at LAS? Why wait for the blanket, and the LAX diversion? Surely, he was upset about something else before - what was it - more, or less, petty - than a blanket? If you're not going to have a policy in which there is room for compromise - then why was there compromise with the policy - of not complying with crew member instructions (at/before departure at LAS) not equally treated and the aircraft/passengers/airline inconvenienced there. By this point, why did the airline assume the risk - of transporting the passenger, knowing that the LAX stop was now a greater possibility? If the tolerance is as low, as an implied threat, why allow it to mature into the #blanketgate later.

I am not arguing against your stance at all. Thank your for sharing that needed insight, and I hope to actually supportit. The need to have such a 'reactionary' response is a vital, and crucial in most uses. The crew should have this, as a tool - but not the only tool in dealing with the passenger. My other post kicks the responsibility, towards empowering the employee to better assess, and respond to situations more apropriately. Really, the victim here is that flight attendant - who was threatened, between having to defend company policy, and a disgruntled/shafted/perhaps logically confused passenger. The real crime is that this is not an isolated event, hell, on that sole flight - I bet. Hawaiian smartly prices products to customers, but when brand culture, and reality so far distance themselves - everyone suffers. Consider how cheap, and potent a marketing tool, a blanket can be. That blanket, just cost the airline hundreds of thousands, not to mention the bad press, the hurt emotions of passengers, and the flight attendant who just has to 'chin up' through it.

aloha73g wrote:
P.S. during my time as an HA F/A I did have a passenger get "unruly," slap me and punch another crew member after the meal service when were over 2 hrs into the flight. We proceeded to HNL, but "Halfway to Hawaii" is nor a great place to deal with any sort of unusual situation.


I am incredibly sorry to hear about that.

That said, can we laugh about it now? I know this sounds horrible, but I have never not returned a slap, in kind. You must think that we are such pansies, for having to deal with that back then - but today, a blanket, lands at LAX?
Had it been I, we would have needed to land - for that passenger's sake.

Joking aside, that is a serious enough event to turn around for. Hurt a member of the crew, and you're through. I know that It's not funny - but I guess you're right - one misbehaving adult toddler at LAS, could end up being a Blanket snatching jerk at LAX, but that's still better than a fighter-not-a-lover, punching and slapping their way through a 767. Choices, I guess. Still, better to have 2 out of 3, than all 3 - 2/3rds the way there...

WAIT, I just realized something - what makes one person, that angry flying into Honolulu?
 
User avatar
PITingres
Posts: 1318
Joined: Fri Dec 21, 2007 1:59 am

Re: Man Refusing To Pay $12 For Blanket Makes Scene--Flight Diverted

Thu Mar 09, 2017 8:25 pm

I'd be curious to know what the actual cabin temperature was. It's fascinating that I haven't seen anyone here suggest that the pax should have just requested to turn up the heat a little; or, that the F/A's should have offered to do that. (Even if nothing happened! the power of suggestion can be strong.) The easy solutions are sometimes the right ones, people.

I'm with readytotaxi, I'm on much-too-hot flights way more often than the opposite. I've had to ring the F/A and ask to have the heat turned down a couple times in the last 6 months.
Fly, you fools! Fly!
 
User avatar
aerolimani
Posts: 1323
Joined: Tue Jun 18, 2013 5:46 pm

Re: Man Refusing To Pay $12 For Blanket Makes Scene--Flight Diverted

Thu Mar 09, 2017 8:49 pm

In this case, it's unreasonable to expect people to have a different wardrobe just for 6.5 hours on an aircraft. It's going from a warm warm; LAS - HNL. I understand that the crew are working, and their temperature needs are different from the passengers. Still, either the aircraft needs to be kept at a temperature comfortable for passengers, or the airline needs to provide blankets. It's more than just comfort, it's health and safety. In today's world of unbundled fares, some things ought to be sacred. Charge for extra legroom seats, advanced seat selection, baggage, etc., but not for a blanket.

As to asking an FA if they can adjust the temperature, I've done it before. Unfortunately, I'm pretty sure I've just been told "Certainly, I'll do that for you," and then absolutely nothing happens. In Spanish, they call it dar el avión; to give an airplane. ;) It means the person is only pretending to listen to you.
 
User avatar
aloha73g
Posts: 1946
Joined: Mon Jul 07, 2003 6:30 pm

Re: Man Refusing To Pay $12 For Blanket Makes Scene--Flight Diverted

Thu Mar 09, 2017 8:55 pm

Rajahdhani wrote:
That said, can we laugh about it now?

We laughed about it at the time...after we landed safely. No reason to stop now!

Rajahdhani wrote:
I know this sounds horrible, but I have never not returned a slap, in kind. You must think that we are such pansies, for having to deal with that back then - but today, a blanket, lands at LAX?
Had it been I, we would have needed to land - for that passenger's sake.

Joking aside, that is a serious enough event to turn around for. Hurt a member of the crew, and you're through. I know that It's not funny - but I guess you're right - one misbehaving adult toddler at LAS, could end up being a Blanket snatching jerk at LAX, but that's still better than a fighter-not-a-lover, punching and slapping their way through a 767. Choices, I guess. Still, better to have 2 out of 3, than all 3 - 2/3rds the way there...

After I was slapped I thought the passenger (male) may not be responding well to me, and a female F/A who was a few feet away engaged with him so I walked away. He then proceeded to punch her. At this point myself and another male F/A wrestled him to the ground and restrained him. He remained restrained for the remainder of the flight. We were almost halfway at that point so turning around would have been pointless.... we did need to land (the captain agreed), but that was ~150 minutes away (best case scenario) no matter which way we flew.

Rajahdhani wrote:
WAIT, I just realized something - what makes one person, that angry flying into Honolulu?

The man in my situation was on some serious medications, which his wife decided he didn't need that day. He was looking for a door he could open so he could "get off the train."

-Aloha!
Aloha Airlines - The Spirit Moves Us. Gone but NEVER Forgotten. Aloha, A Hui Hou!
 
Passedv1
Posts: 665
Joined: Sun Oct 07, 2012 3:40 am

Re: Man Refusing To Pay $12 For Blanket Makes Scene--Flight Diverted

Thu Mar 09, 2017 9:01 pm

Rajahdhani wrote:
Slightly on topic - the flight attendant/crew member needs an 'attitude' adjustment.

1). The person should be better empowered. The agent/crew member should feel so empowered that they have the sovereignty to not only react, but properly assess, and then have a capable response to said threat. The threshold of reaction is so low, and with the 'zero-tolerance' policy - we are seeing the ramification of increasingly petty issues effecting massively expensive problems. What was this man's intent? Moreover, what was his capability? What is a reasonable expectation of his capabilities based on his dress, his behaviors, his capabilities...


The attitude adjustment needs to be on the very small minority of people that think when they show up for a flight on an airliner they think they are doing the equivilant of showing up to get a Latte at Starbucks.

The public has come to expect an airline transportation system that is virtually accident free. That is no accident. The aviation system is unlike any other thing an average person is likely to encounter in their everyday lives. The system is safe because decisions are not made in the same way that you might make if the same individual was in a resturaunt and getting a little beligerant about the bad service - which is essentially the analysis you are proposing.

First off, under federal law, the only person that is able to make the decision to divert is the Captain. Everyone else has an advisory only role. Even if Hawaiian had a policy that specifically stated, DO NOT DIVERT for these exact set of circumstances, if the Captain chose to divert, Hawaiian wouldn't be able to do anything about it. Nor, would they be able to do anything punitive to the Captain if he did after-the-fact.

You have to look at it from the Captain's point of view. My personal experience in my 20+ years of airline flying is that 99.99999% of the passengers are able to mind their manners for the relatively short period of time they are on an airplane. So if you are getting this kind of negative attention from the crew you are already in very rare company. Apparently he was not happy at the gate...now, we are over California and there is another issue. This trend is not good.

When I make a decision as a Captain I start doing some worst case scenario analysis...

Option 1: We land at LAX, we take a 2 hour delay. We are in radar contact (and most of the other airplanes helping us avoid a collision). LAX is a company station. We get him off we are on our way. Difficulty (ie chance for screw up) = pretty easy.

Option 2: we press-on. He escalates. He needs to be restrained. We are now 30 minutes short of the mid-point so we have to turn around. Turning around a 500,000 lb jet on a one way track in the middle of the pacific with no radar coverage - what could possibly go wrong! 2 hour flight to SFO (closest point). 1 hour to refuel and then having to start the flight all over again...now the paseengers are REALLY late. Not to mention the risk of another passenger/crew getting injured in the process of restraining passenger. What about the possibility of the beligerant passenger being killed/seriouslly injured by the other passengers (ie SWA incident). Difficulty (ie chance for screw up) = very high.

I don't know what I would have done as I wasn't there but I can absolutely see the temptation to dump into LAX and be done with it. If it is true that the passenger was having issues at the gate or on the ground in LAS, the Captain will probably get more heat for not taking care of it then when it would have been REALLY simple.
Last edited by Passedv1 on Thu Mar 09, 2017 9:05 pm, edited 1 time in total.
 
robsaw
Posts: 444
Joined: Sun Dec 28, 2008 7:14 am

Re: Man Refusing To Pay $12 For Blanket Makes Scene--Flight Diverted

Thu Mar 09, 2017 9:02 pm

PITingres wrote:
I'd be curious to know what the actual cabin temperature was. It's fascinating that I haven't seen anyone here suggest that the pax should have just requested to turn up the heat a little; ....


Because it is just as likely that turning up the cabin temp will make other passengers too warm. Given that there is no evidence of other passengers defending this "cold" complaint or complaining themselves I will speculate that the cabin was acceptable to most others. I will take a cool cabin anyday over a warm one as it is either to deal with a little cool than a too warm.
 
Adipocere
Posts: 323
Joined: Sat Jun 27, 2015 9:35 am

Re: Man Refusing To Pay $12 For Blanket Makes Scene--Flight Diverted

Thu Mar 09, 2017 9:11 pm

I think this guy ought to fly on NH or JL flights in the future.. those Japanese FA's do like their cabins feel like flying sweat lodges.
 
HALFA
Posts: 1068
Joined: Sun Jan 18, 2004 8:24 am

Re: Man Refusing To Pay $12 For Blanket Makes Scene--Flight Diverted

Thu Mar 09, 2017 9:51 pm

SmithAir747 wrote:
Are these blankets something special (ie, souvenir quality, with a unique airline-specific design or characteristic), worth US$12? Once purchased, can they be taken off the aircraft as souvenirs? Or is this a rental fee for the temporary use of the blankets onboard, which then must be returned? I haven't heard of any other carrier charging for the use of blankets or pillows (and usually they are left onboard after the flight).

SmithAir747


I would like to clarify a few things that was not reported correctly in the news.
The "$12.00" blanket that was widely reported is not $12.00. Hawaiian Airlines no longer provides complimentary pillows and blankets on domestic flights with the exception of flights both to and from JFK as well as all red eye flights to and from Hawaii. Day time domestic flights to and from Hawaii do not have complimentary blankets.
What HA does offer is a souvenir logo fleece pillow and blanket set in a zip up pouch that can be purchased for $10.00, not $12.00, which once purchased, the customer is free to take it with them. It's actually a nice travel set that is quite popular to purchase.
The passenger in question was seated in the back of the aircraft, and he was wearing jeans and a hoodie which you would think would have kept him warm. However. he is 66 and older people tend to get cold easier. He was given the option to purchase the souvenir pillow/blanket set but he declined.
HA does not currently have the ability for passengers to make phone calls from the aircraft while airborne so this was another inaccuracy reported in the news media. The passenger in question did not place a phone call to HA's customer service while airborne.
I know the crew involved. I have spoken with one of the flight attendants that worked this flight. I am not able to discuss this incident in detail as I value my employment with HA.
What I think we can all agree on is that whether deserved or not, HA is receiving a lot of negative publicity about this incident.

Aloha,
HALFA
#Alternative Facts
Hawaiian Airlines Since 1929...........
 
User avatar
luchtzak
Posts: 486
Joined: Sat Dec 22, 2001 1:03 am

Re: Man Refusing To Pay $12 For Blanket Makes Scene--Flight Diverted

Thu Mar 09, 2017 9:58 pm

The guy walked away without charge!!!
Swim - bike - run - finish! And a flight attendant ;-)
 
User avatar
MillwallSean
Posts: 980
Joined: Tue Apr 08, 2008 3:07 pm

Re: Man Refusing To Pay $12 For Blanket Makes Scene--Flight Diverted

Thu Mar 09, 2017 10:59 pm

Ohh this hurts for HA.Their blanketgate hasn't just made US news but is now going International. HA has spent X amount of dollars on presenting the image of a friendly airline. Then this. The airline with 12 dollar blankets...
The cost to build positive associations with a brand are enormous. One small incident like this will see the brand building take a serious hit. Depending on the number of times this blanketgate incident gets repeated in media and on online platforms, it may well destroy whatever associations to the HA brand that the company has invested in over the last 1-2 years. From the friendly airline to the cheapskate airline that charge 12 dollars for a blanket. This will take a long time to fix, and be very costly, for the airline.
And well stating that actually is ten dollars isn't going to improve the situation, to the contrary...

The cost of the diversion is nothing here, the undoing of a lot of the last 12 months branding and value building/perception makes this one of the most expensive decisions a crew have taken in a long time.

I think we can all assume the gentleman was a royal pain in the arse but was he such a serious threat to the safety of the airplane, that 1-2 years branding budget was worth destroying? Thats something that people at HA HQ will look seriously at.
Could the perceived threat that this 66 year old nuisance was, have been neutralised with the him being given a blanket from a higher class/staff by the supervisor?
For the crews sake, I truly hope this passenger was extremely threatening and diversion was really the only option.

For those staff-members who have worked their arse off building the HA brand, to see their last 12-18 months work thrown in the basket will heartbreaking and they will be upset.

The fact the lad was allowed to walk, well if I am HA I want this nightmare off the press asap so I dont think anyone was sad to see that happen. I wouldn't be surprised if HA quickly arranged alternative transport for the gentleman. the last thing they'd want is him in the important market of California talking about 12 dollar blankets.
No One Likes Us - We Dont Care.
 
ikramerica
Posts: 15100
Joined: Mon May 23, 2005 9:33 am

Re: Man Refusing To Pay $12 For Blanket Makes Scene--Flight Diverted

Fri Mar 10, 2017 1:29 am

PITingres wrote:
airportugal310 wrote:
The $12 blankets referred to are off the "souvenir" cart. Passengers in First get a blanket and those who pay for Extra Comfort seats. There are very few if any extra blankets on domestic flights except JFK. Tough luck...no need to get rowdy if there's no free ones around. Need to dress appropriately regardless of where you're going. Just bc it's 80 in Hawaii doesn't mean it will be 80 on the plane.


Uh, what is "appropriately"? Are you saying that Hawaiian guarantees cold airplanes? I've been on flights where I was about to pass out from the heat (and me just wearing jeans and a tee shirt), and flights where my fingers started to ache from the cold. Same airline and same routing.

Expecting people to know what temperature a flight will be is pretty much the same as expecting them to be able to foretell the future. I'm afraid your statement is completely unhelpful.

He's flying LAS to HNL? I'm pretty sure he was cold because he WAS dressed appropriately. It's the pilot who can't get the temp setting right, not the man's fault.

And the idea that once the few blankets they supply run out, then others have to pay $12 is also pretty lame. It's like saying that they have 10 free cans of soda for standard economy, and then everyone else has to pay for soda...
Of all the things to worry about... the Wookie has no pants.
 
ikramerica
Posts: 15100
Joined: Mon May 23, 2005 9:33 am

Re: Man Refusing To Pay $12 For Blanket Makes Scene--Flight Diverted

Fri Mar 10, 2017 1:32 am

luchtzak wrote:
The guy walked away without charge!!!

Sounds fair. He didn't threaten anyone. He was a senior citizen talking to the ground via phone and used a colloquial expression for raising a stink LATER, and they diverted a flight? Who was scared? Just tell the guy to write up a complaint notice (provided by crew) and that someone will contact him later. That's how airlines used to do it...
Of all the things to worry about... the Wookie has no pants.
 
SeaDoo
Posts: 309
Joined: Thu Sep 01, 2016 3:00 am

Re: Man Refusing To Pay $12 For Blanket Makes Scene--Flight Diverted

Fri Mar 10, 2017 3:05 am

I realize there is a wide variety in the experience level and knowledge people.have about flying. I do have to say I don't understand why anyone would fly without a jacket


Had two good flights today on British Airways, but both were too hot, especially in F while trying to sleep.
 
MrBretz
Posts: 559
Joined: Tue Jun 14, 2016 9:13 pm

Re: Man Refusing To Pay $12 For Blanket Makes Scene--Flight Diverted

Fri Mar 10, 2017 3:18 am

All I can add is each and every HA flight I have been on, either interisland or to/from the mainland, has been staffed by very polite personnel. And on mainland flights, you get a free meal with wine. And I recall a mai tai as we approached the islands last time. The incident is very out of character from what I have observed. I wonder what the entire story is. I tend to believe that the man must have been very angry to cause the diversion. Only time will tell.
 
KiloRomeoDelta
Posts: 189
Joined: Sun Oct 14, 2012 12:40 am

Re: Man Refusing To Pay $12 For Blanket Makes Scene--Flight Diverted

Fri Mar 10, 2017 3:24 am

[deleted]
Last edited by KiloRomeoDelta on Fri Mar 10, 2017 3:27 am, edited 1 time in total.

Popular Searches On Airliners.net

Top Photos of Last:   24 Hours  •  48 Hours  •  7 Days  •  30 Days  •  180 Days  •  365 Days  •  All Time

Military Aircraft Every type from fighters to helicopters from air forces around the globe

Classic Airliners Props and jets from the good old days

Flight Decks Views from inside the cockpit

Aircraft Cabins Passenger cabin shots showing seat arrangements as well as cargo aircraft interior

Cargo Aircraft Pictures of great freighter aircraft

Government Aircraft Aircraft flying government officials

Helicopters Our large helicopter section. Both military and civil versions

Blimps / Airships Everything from the Goodyear blimp to the Zeppelin

Night Photos Beautiful shots taken while the sun is below the horizon

Accidents Accident, incident and crash related photos

Air to Air Photos taken by airborne photographers of airborne aircraft

Special Paint Schemes Aircraft painted in beautiful and original liveries

Airport Overviews Airport overviews from the air or ground

Tails and Winglets Tail and Winglet closeups with beautiful airline logos