Irate Passenger

Doug Taylor · November 24th, 2003, 18:18

On arrival, the flight attendant calls and says she's got a passenger situation.

A passenger in the coach cabin, in tears, tells the flight attendant that a passenger is punching the back of the seat saying "b*tch...b*tch...b*tch..." and seems belligerant. (sp?)

The flight attendant moves the 'victim' to first class and the passenger in the cabin instantly cools down. Also, since it's the last leg of the trip and the situation is 'resolved' somehow, she wants to 'call off' the request for security personnel to avoid paperwork and a delay in going off duty.

You're the captain, what is your decision?

ERAU_Intern · November 24th, 2003, 18:50

Nope, dont let her call off the dogs. A passenger like THAT, needs to be taught a lesson about how to conduct onesself in a public environment. So it may take a few more minutes to get off duty, alright, well it may keep that punk from harassing passengers in the future. If I was Captain, it would be "good deed for the day" time.

MQAAord · November 24th, 2003, 19:03

Incidents of passenger aggression need to be dealt with with by the authorities, no matter how 'inconvienient' it may be. Security needs to be called, and this guy needs to be sat down and given what we used to call a "come to Jesus" talk. Then charges need to be filed. There's to many times when things like this aren't reported.

vipermcg · November 24th, 2003, 20:11

The authorities must be involved in dealing with a pssenger like this. This sort of harsh treatment will send a message to people like this that a belligerent attitude will not be tolerated aboard an aircraft. To let the passenger go, might cause him to think that that sort of behavior is ok in the future.

JEP · November 25th, 2003, 05:52

ditto to everyone else. It needs to be dealt with. If it is allowed to go unpunished, it will seem "ok" for it to happen again. But I could see that if a crew has had a "long" day (delays, turbulence, union issues, etc...) they might turn the other way. THey want to get to the hotel and get some sleep before that 8am turn. I would be willing to bet that there is something in the procedures manual that would address this issue. Can security be called off?

FlyChicaga · November 25th, 2003, 07:04

Meet and greet plane side. That stuff won't be tolerated on board.

jtrain609 · November 25th, 2003, 08:07

Gotta take care of it. SOP is SOP, and there is SOP on everything. If you don't follow it, it could be your job. More than that, the rules were written for a reason and should be followed as such.

Cheers

John Herreshoff

John_Jones · November 25th, 2003, 10:31

Same as everyone else...Throw him off, contact authorities and hopefully he will be taught a lesson. Late in the day, ready to get home you may be eager to get home, but you gotta do what you gotta do...

shooter13 · November 25th, 2003, 12:50

Is she hot???

jtrain609 · November 25th, 2003, 13:35

Get right to it why don't ya...

pilotjww · November 25th, 2003, 21:37

Inconvenient to deal with, but how would you like to read in the paper tomorrow or next week that same passenger took out his wife or his whole family or someone else while having a fit? This kind of behavior doesnt occur by itself, singularly, and is likely to occur again and again, escalating until the source of agression is dealt with and put to a stop.

flyguy · November 25th, 2003, 23:00

On the one hand its the flight attendant that actually witnessed the incident, and it seems that if she dosn't feel that security needs to be involved, maybe they don't. After all, its her job to take care of these types of situations and she did so without even having to get the captain involved, so take the issue further and get security involved?

On the other hand, it just dosn't seem right that this individual would just get away with this kind of behavior. I'd think about how I'd feel if I was the "victim" and I think I'd be upset if the airline did nothing. Keeping in mind that it is a buisness and we want to continue satisfying our customers, it would be very unprofessional to allow this kind of behavior and take no recourse. Not to mention that other passengers would have seen the incident and taken notice that such behavior is tollerated on the airline. It won't look good at all.

I think the fate of this passenger should be left to the decission of security personnel. I'd stick with the plan and have them meet the passenger at the gate.

ready2fly · November 26th, 2003, 07:32

Would someboy PLEASE answer Shooter's question!!!

Er...umm.... Follow procedure. There will be no calling off of the dogs.

Silverhawk · November 26th, 2003, 08:06

I'm just a Piper Cherokee driver but....

Lol.... As the captain I'd apoligize to the passenger and offer to take her to dinner :-)

Just kidding.. actually as stated before SOP is SOP... and giving the current state of the industry all the little things count in the eyes of the passengers in terms of service levels . Get security to take care of the unruly passenger and take the extra time to ensure the "victim" is handled appropriately.

IT_Pilot · December 18th, 2003, 22:26

Rrrriped from the headlines, this air rage incident reminded me of this thread.

http://edition.cnn.com/2003/WORLD/as....ap/index.html

sixpack · April 3rd, 2004, 21:11

You know, if the airlines become known for NOT dealing with this stuff, people are gonna figure out how to get their girlfriend up into first class.

Just have her sit in the row ahead of you, and bang on her seat.
After she's in first class, just apologize to the crew.

Bam! Just saved a grand on a first class ticket.

bushmaster · April 13th, 2004, 21:41

Another good way to get a free first class ticket is to ask the agent at the gate prior to boarding

KhalReblic23 · April 24th, 2004, 12:47

[ QUOTE ]
You know, if the airlines become known for NOT dealing with this stuff, people are gonna figure out how to get their girlfriend up into first class.

Just have her sit in the row ahead of you, and bang on her seat.
After she's in first class, just apologize to the crew.

Bam! Just saved a grand on a first class ticket.

[/ QUOTE ]

While you sit alone in coach and your girl gets to be pampered for 8 hours, and you get to spend your first few hours at your destination in a holding cell? ~_^

RiddlePilot · April 24th, 2004, 18:49

[ QUOTE ]
While you sit alone in coach and your girl gets to be pampered for 8 hours, and you get to spend your first few hours at your destination in a holding cell? ~_^

[/ QUOTE ]

*makes the whip sound*

Flyer27 · April 26th, 2004, 23:49

This one is easy... The rules are there for a reason, security would be meeting the plane...

November 24th, 2003, 18:18	#1
Doug Taylor Agent Smith Join Date: Dec 1969 Location: KSDL Posts: 39,749 Blog Entries: 1	Irate Passenger On arrival, the flight attendant calls and says she's got a passenger situation. A passenger in the coach cabin, in tears, tells the flight attendant that a passenger is punching the back of the seat saying "btch...btch...b*tch..." and seems belligerant. (sp?) The flight attendant moves the 'victim' to first class and the passenger in the cabin instantly cools down. Also, since it's the last leg of the trip and the situation is 'resolved' somehow, she wants to 'call off' the request for security personnel to avoid paperwork and a delay in going off duty. You're the captain, what is your decision?

November 24th, 2003, 18:50	#2
ERAU_Intern Junior Member Join Date: Apr 2003 Location: Knoxville, Maryland Posts: 244	Re: Irate Passenger Nope, dont let her call off the dogs. A passenger like THAT, needs to be taught a lesson about how to conduct onesself in a public environment. So it may take a few more minutes to get off duty, alright, well it may keep that punk from harassing passengers in the future. If I was Captain, it would be "good deed for the day" time.

November 24th, 2003, 19:03	#3
MQAAord Moderator Join Date: Jun 2003 Location: The Looney Bin Posts: 8,795	Re: Irate Passenger Incidents of passenger aggression need to be dealt with with by the authorities, no matter how 'inconvienient' it may be. Security needs to be called, and this guy needs to be sat down and given what we used to call a "come to Jesus" talk. Then charges need to be filed. There's to many times when things like this aren't reported.

November 24th, 2003, 20:11	#4
vipermcg Senior Member Join Date: Jul 2002 Location: New York/ West Lafayette, IN Posts: 393	Re: Irate Passenger The authorities must be involved in dealing with a pssenger like this. This sort of harsh treatment will send a message to people like this that a belligerent attitude will not be tolerated aboard an aircraft. To let the passenger go, might cause him to think that that sort of behavior is ok in the future.

November 25th, 2003, 05:52	#5
JEP Moderator Join Date: Jun 2003 Location: Eden Prairie, MN (KFCM) (KMSP) Posts: 10,531 Blog Entries: 1	Re: Irate Passenger ditto to everyone else. It needs to be dealt with. If it is allowed to go unpunished, it will seem "ok" for it to happen again. But I could see that if a crew has had a "long" day (delays, turbulence, union issues, etc...) they might turn the other way. THey want to get to the hotel and get some sleep before that 8am turn. I would be willing to bet that there is something in the procedures manual that would address this issue. Can security be called off?

November 25th, 2003, 07:04	#6
FlyChicaga Old Skool Join Date: Dec 2001 Location: Chicago, IL Posts: 4,747	Re: Irate Passenger Meet and greet plane side. That stuff won't be tolerated on board.

November 25th, 2003, 08:07	#7
jtrain609 Old Skool Join Date: Feb 2002 Location: Park City, UT Posts: 12,093	Re: Irate Passenger Gotta take care of it. SOP is SOP, and there is SOP on everything. If you don't follow it, it could be your job. More than that, the rules were written for a reason and should be followed as such. Cheers John Herreshoff

November 25th, 2003, 10:31	#8
John_Jones Senior Member Join Date: Jun 2003 Location: Lafayette, LA Posts: 329	Re: Irate Passenger Same as everyone else...Throw him off, contact authorities and hopefully he will be taught a lesson. Late in the day, ready to get home you may be eager to get home, but you gotta do what you gotta do...

November 25th, 2003, 12:50	#9
shooter13 Old Skool Join Date: May 2002 Location: South Carolina Posts: 1,952	Re: Irate Passenger Is she hot???

November 25th, 2003, 13:35	#10
jtrain609 Old Skool Join Date: Feb 2002 Location: Park City, UT Posts: 12,093	Re: Irate Passenger Get right to it why don't ya...

November 25th, 2003, 21:37	#11
pilotjww Junior Member Join Date: Jun 2003 Location: Chicago area Posts: 104	Re: Irate Passenger Inconvenient to deal with, but how would you like to read in the paper tomorrow or next week that same passenger took out his wife or his whole family or someone else while having a fit? This kind of behavior doesnt occur by itself, singularly, and is likely to occur again and again, escalating until the source of agression is dealt with and put to a stop.

November 25th, 2003, 23:00	#12
flyguy Old Skool Join Date: Apr 2002 Location: Denver, CO Posts: 2,071	Re: Irate Passenger On the one hand its the flight attendant that actually witnessed the incident, and it seems that if she dosn't feel that security needs to be involved, maybe they don't. After all, its her job to take care of these types of situations and she did so without even having to get the captain involved, so take the issue further and get security involved? On the other hand, it just dosn't seem right that this individual would just get away with this kind of behavior. I'd think about how I'd feel if I was the "victim" and I think I'd be upset if the airline did nothing. Keeping in mind that it is a buisness and we want to continue satisfying our customers, it would be very unprofessional to allow this kind of behavior and take no recourse. Not to mention that other passengers would have seen the incident and taken notice that such behavior is tollerated on the airline. It won't look good at all. I think the fate of this passenger should be left to the decission of security personnel. I'd stick with the plan and have them meet the passenger at the gate.

November 26th, 2003, 07:32	#13
ready2fly Old Skool Join Date: Nov 2001 Location: DFW Posts: 7,079	Re: Irate Passenger Would someboy PLEASE answer Shooter's question!!! Er...umm.... Follow procedure. There will be no calling off of the dogs.

November 26th, 2003, 08:06	#14
Silverhawk Senior Member Join Date: Sep 2003 Location: Pittsburgh, PA Posts: 362	Re: Irate Passenger I'm just a Piper Cherokee driver but.... Lol.... As the captain I'd apoligize to the passenger and offer to take her to dinner :-) Just kidding.. actually as stated before SOP is SOP... and giving the current state of the industry all the little things count in the eyes of the passengers in terms of service levels . Get security to take care of the unruly passenger and take the extra time to ensure the "victim" is handled appropriately.

December 18th, 2003, 22:26	#15
IT_Pilot Junior Member Join Date: Apr 2003 Location: Baltimore, MD Posts: 131	Re: Irate Passenger Rrrriped from the headlines, this air rage incident reminded me of this thread. http://edition.cnn.com/2003/WORLD/as....ap/index.html

April 3rd, 2004, 21:11	#16
sixpack Junior Member Join Date: Jul 2003 Location: Portland, Oregon Posts: 277	Re: Irate Passenger You know, if the airlines become known for NOT dealing with this stuff, people are gonna figure out how to get their girlfriend up into first class. Just have her sit in the row ahead of you, and bang on her seat. After she's in first class, just apologize to the crew. Bam! Just saved a grand on a first class ticket.

April 13th, 2004, 21:41	#17
bushmaster Junior Member Join Date: Apr 2004 Location: Michigan Posts: 229	Re: Irate Passenger Another good way to get a free first class ticket is to ask the agent at the gate prior to boarding

April 24th, 2004, 12:47	#18
KhalReblic23 Junior Member Join Date: Apr 2004 Location: Prescott - Hell on Earth Posts: 88	Re: Irate Passenger [ QUOTE ] You know, if the airlines become known for NOT dealing with this stuff, people are gonna figure out how to get their girlfriend up into first class. Just have her sit in the row ahead of you, and bang on her seat. After she's in first class, just apologize to the crew. Bam! Just saved a grand on a first class ticket. [/ QUOTE ] While you sit alone in coach and your girl gets to be pampered for 8 hours, and you get to spend your first few hours at your destination in a holding cell? ~_^

April 24th, 2004, 18:49	#19
RiddlePilot Senior Member Join Date: Apr 2003 Location: Prescott, AZ Posts: 928	Re: Irate Passenger [ QUOTE ] While you sit alone in coach and your girl gets to be pampered for 8 hours, and you get to spend your first few hours at your destination in a holding cell? ~_^ [/ QUOTE ] makes the whip sound

April 26th, 2004, 23:49	#20
Flyer27 Newbie Join Date: May 2003 Posts: 7	Re: Irate Passenger This one is easy... The rules are there for a reason, security would be meeting the plane...

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