In the past year, airline passengers have had to take a lot of abuse, what with delays, cancellations, packed flights, and sometimes, sitting on the tarmac for hours.
Well, one planeload of Continental passengers finally said, Enough!
Check out the latest from the inestimable Joe Sharkey of the New York Times; he writes about a July 29th flight from Caracas, Venezuela to Newark that was diverted to Baltimore because of bad weather. And once in Baltimore, the plane just sat there. On the tarmac. For one, two, three, four, almost 5-hours. And the passengers revolted. In an organized fashion.
Whatd they do? Nothing crazy. They simply clapped in rhythm, and drummed on the overhead bins. They made a lot of noise. And it worked, sort of. They got off the plane! Only, they were escorted off by police.
But nobody was arrested, and eventually, they got back on Flight 1669 and arrived in Newark. According to the article, once there, passengers tried to rebook missed connections only to be confronted by angry/indifferent Continental employees.
Sign of things to come?
Im sure the airlines hope not. But you would think, after that whole JetBlue mess earlier this year, the airlines would have had a plan. I guess their plan was to let the passengers just sit there. But some passengers are clearly saying, thats not going to work anymore.
Given that these things will occur, there needs to be protocol and training. So, act like it matters and BE PREPARED. This was avoidable, if you had responded to their needs, even if they had to be held on the plane.
Protocol: Condider being trapped on a plane a high profile event. Have food available to zip out to a stranded plane. Have movies available free. Games for stranded kids. Be like the Boy Scouts - prepared. Each airport could even have a delayed plan SWAT team in place, ready to bring creature comforts, all the things necessary to manage the situatiuon. Have staff medical personnel available to respond. Develop a passenger rotatsion about who will walk the aisles, rotating who walks, to avoid thrombophlebitis. Give the crew basic training in what to say. Basics, like we understand this is unacceptable, and we will still do all we can to help. PROVIDE INFORMATION. Airlines are famous for treating us like mushrooms. Provide people with as much control and respect as possible. Give free tickets as compensation.
Most importantly, treat the situation as abhorrent. Agree with the passengers that it is over the top. They will respond. Be clear about any extra measures being taken to help. People are more cooperative when they feel they are heard and cared about, even if nothing concrete can be done.
Comment by Bunny Lou — August 15, 2007 @ 8:50 pm
It’s long overdue that folks fought back in a reasonable fashion at the arrogance of the airlines in stranding people as they have. I have spent my share of time in aircraft with frustration levels at the boiling point and frankly I have wondered why someone didn’t just open the doors using those emergency handles !!!
Comment by Derek Bailey — August 15, 2007 @ 9:16 pm
The concern passengers these passengers need to keep in mind is that it is a federal crime to refuse to follow the instructions of the flight crew. In this post 9-11 age of “everyone whom we don’t like is a terrorist” on planes, it wouldn’t take much for a pilot to call in distress for help that results in a show of force meant to prevent other similar situations from happening.
But, everyone of us sympathizes with these people. It is inhuman to lock us up in a tin can where the airline has jammed in more people in a small cabin that it should have. They created this situation and made it worse by overbooking their flights, under-estimating air traffic congestion and making us pay for everything except the stale air they pump into us.
Comment by TravelingLew — August 15, 2007 @ 9:29 pm
Here is the federal statute you hear flight attendants mention in their safety instructions on every flight:
49 U.S. Code § 46504. Interference with flight crew members and attendants
An individual on an aircraft in the special aircraft jurisdiction of the United States who, by assaulting or intimidating a flight crew member or flight attendant of the aircraft, interferes with the performance of the duties of the member or attendant or lessens the ability of the member or attendant to perform those duties, or attempts or conspires to do such an act, shall be fined under U.S. Code Title 18, imprisoned for not more than 20 years, or both. However, if a dangerous weapon is used in assaulting or intimidating the member or attendant, the individual shall be imprisoned for any term of years or for life.
(Don’t you love that “any term of years” bit added after 9-11?)
Comment by TravelingLew — August 15, 2007 @ 10:20 pm
It doesn’t seem to me that passengers should have to be relegated to sitting in a plane without food, water, or as I understand from the Sharkey piece, working lav’s. Especially after an long international flight. Why couldn’t Continental find a way to deplane them? I understand gates aren’t always available, but at least pull a set of stairs up to the plane, bus passengers to the terminal, and make an announcement about where to be at a certain time for possible reboarding. At BWI, where international flights land, there is even customs facilities. Why not process the passengers through customs while they can’t take off again anyway. Allow them to use the airport bathroom’s, grab a bite to eat, and give an adequate amount of time to get back to the Continental gate area. This way, when the plane finally is able to leave for Newark, all passengers can go straight to rebook connections without having to worry about customs. This would be the optimal solution. Continental should get with the program - and design a proper crisis plan (they can call me if they want help!)
Comment by Elliot Campbell — August 15, 2007 @ 10:21 pm
I understand that airplanes that are delayed cannot come back to a gate, based on how busy airports are, however it seems to me that the airport has a responsibility to give some assistance to the passengers.
So, why can’t buses be provided to just remove the passengers and return them to the terminal. They could be required to go back through security, if there’s any question about who’s on the flight. But making people stay on airplanes without any facilities is really inhuman.
Comment by Sharon Kasper — August 15, 2007 @ 10:34 pm
Comment by Rick Seaney — August 15, 2007 @ 11:03 pm
I recently was on a flight from Phoenix to Portland and the airport closed due to weather while out in line for departure. The pilot made a decision to go back to the gate to re-fuel.
Once back at the gate, passengers were asked to remain seated. The weather was hot and humid and the temperature rose inside the plane once the engines were stopped. The front and rear doors were opened to get a small draft. The flight attendants offered limited water while we waited.
Some of the passengers were finally allowed to get off the plane while we waited for the airport to open again.
Once we finally took off, what came to mind for me was how great it would have been to make it possible to get some water &/or cold snacks delivered to the plane while we waited. The airline was not equipped with enough water for this situation.
What might be arranged for times like this with the airport vendors to supply those folks “stuck” on the flights during these sort of instances. The vendors in the airports are stocked full of bottled water & soft drinks, ice cream, nuts, mints, and gum, to say the least. What sort of agreement might be created to make situations like this a win/win for everyone? Surely the flight attendants and pilots are just as frustrated as the passengers. Might the airlines be prepared ahead of time for such circumstances?
The situation I experienced was surely not an emergency. In situations like this, when security limits the amount of liquids allowed on flight, the elderly and young children that may need special attention &/or diets, again, what can be done in advance to make these more common incidents more comfortable for everyone concerned?
Can you just imagine the delight of the passengers had someone delivered some ice cream or bottled water to the plane while we waited for hours just sitting, sweating and waiting?
I found it delightful to discover the wireless internet from the airport worked while sitting on the plane at the gate, waiting for the weather to pass and the airport to reopen.
Even with the high cost of airport food, I’ll bet people would pull out all kinds of cash to make something like this happen. What if one of the airport vendors showed up at the planes that were grounded with a goodie cart?
Anything is possible…. and so is the idea of going back to personal service for valued passengers.
Comment by Debbie Brand — August 15, 2007 @ 11:41 pm
Comment by Rick Seaney — August 15, 2007 @ 11:47 pm
The airlines and the FAA created this mess and neither wants to take responsibility for the welfare of passengers. Using the terrorism statues to threaten passengers with arrest and possible listing as a threat on someones secret list seems like a lawsuit in the making.
Answers - every flight should have at least 1 corporate executive (VP or above) on board that works with the pilot to determine what response is needed from a well-thought out response plan. Or, an executive at headquarters should be charged with being available 24/7 to provide the same quick response. The airlines have too many years of experience handling passengers to play dumb on passenger safety and comfort.
Every airline should have a checklist that begins after 1/2 hour on the ground. Every passenger is asked if they want water, if they have a medical need, if there are people to be notified of the delay, if there are connecting flights or connections to trains, or ships that will be missed, and a clear, printed handout about what the airline is doing to resolve this inconvenience (kidnapping comes to mind).
The pilot should provide updates no less than on the 1/2 hour and should be circulating in the cabin to show concern and responsiveness. Fresh air and air conditioning must be maintained. Bathrooms must be working or access to terminal bathrooms must be provided.
Food depends on the specifics of the flight. If the the delay is during a normal meal time, something needs to be provided, at a minimum, a sandwich and drink.
Alcohol should not be served. I have seen near riots when drunk passengers harassed and groped the flight attendants and there was no security available to help the crew.
Communication, concern, and responsiveness are the keys to managing a difficult situation. Each delay is unique and each delay needs rapid response to make passengers feel something is being done for their comfort.
Personally, I avoid flying unless there is no other way to get to my destination. I can drive to Los Angeles from San Francisco, I fly to New York or Paris. I leave a lot of leeway for whatever delays may occur and I keep my sense of humor on high alert. Good luck everyone.
Comment by Arthur Corbin — August 16, 2007 @ 4:34 am
How about another law. Once it gets to 90 minutes, you have to proceed to unloading.
Comment by Warren — August 16, 2007 @ 6:29 am
The key is that everyone has to mutiny together and DEMAND to be let off. If the flight crew does not listen, it’s up to the passengers to get the attention of the police and federal authorities via cell phone. Everyone with a cell phone must start dialing 911 continuoulsy and then call the FAA, the airline, etc. I believe the authorities will only act with a STRONG PUSHBACK fron the passengers!!! Be safe and God bless!!!!
Comment by Mr. Henry T. Ford, Jr. — August 16, 2007 @ 6:53 am
What gives any company the right to hold people hostage, even on a delayed flight due to what ever the situation? I have been on flights that were delayed for over two hours & sitting on a tarmac is rediculious. If the gates are full, then bring out the stairs & deboard the passengers so they can do what ever they what. I thought this was a free country. It seems that the goverment is always siding with the airlines, what’s this. I wish I knew how to set up a site to organize the public to start to drive & F–K the airlines. I’m not against the airline by any means but, sitting on a tarmac is crazy. Someone should of pulled the emergency door exit & activated the emergency slide. A few times this is done, they will find a way to get the stranded passengers off the plane.
Comment by Pat Ranallo — August 16, 2007 @ 6:57 am
Privatize air travel. Then bad behavior will be punished.
Comment by Mitosis — August 16, 2007 @ 7:37 am
One time we pushed off from the gates in Atlanta and sat for hours while we waited for a big storm to pass. This was an agonizing experience. Recently we we arrived late in Madrid with Iberia on a connecting flight and missed ot next flight out. Everyone just pointed us in another direction to get us out of their hair. After 3 hours of being sent all over the airport they finally directed us to buses and put us up overnight. This just goes to show how unorganized airlines can be when their are unexpected problems.
Comment by Brett Sorge — August 16, 2007 @ 7:41 am
Do we hear any of these ridiculous confinements happening at any foreign airports? No! And I am sure part of the reason is that a long time ago non-U.S. airports figured out there are far more planes than gates out there and that trouble would occur once the “musical gates” charade could no longer be played. This problem was foreseen and dealt with by airports having busses large enough for one or two entire planeloads of passengers ferry flyers to and from terminals. Therefore, any U.S. airports that find themselves short of gates, including those who accept diverted flights, should be equipped with the means of removing captive passengers once prolonged delays occur. Terminals should be equipped with holding areas for such passengers in limbo with the necessary facilities provided. All airlines and airports should be required to finance such facilities as they continue to outgrow the infrastructure that was initially built to accommodate far fewer travelers.
Comment by Jim — August 16, 2007 @ 8:50 am
No passenger should be forced to stay in a plane on the tarmac for more than an hour. A rule needs to passed that they will be taken to an appropriate area (heated and air conditioned with rest rooms and at least water, until the problem is resolved. I applaud the people on that flight. They keep their cool and still showed their displeasure. Continental needs to be redressed for their later actions. We pay our monies and are treated like chattel from there on in. A hundred years ago passengers in steerage at least knew how they would be treated.
Comment by leenelsen — August 16, 2007 @ 9:05 am
I just recently learned of your Website. I am very pleased with the inside info and the alert info which you provide.
Comment by Lexa Hooten — August 16, 2007 @ 9:12 am
I, for one, am getting really sick of everyone complaining about the airlines so much. I manage my company’s travel program, so I am no stranger to travel. I can’t believe the sense of entitlement that people have when it comes to their opinions on the airline industry. You don’t hear people complaining nearly as loudly about lack of legroom at stadiums or movie theaters, or the customer service they receive from any number of retailers, restaurants, etc.
In the stranded-on-the-tarmac situation, I would assume that the flight crew, pilots, air traffic etc. know what they are doing. They are the experts! Remember, you are a passenger — they are on duty at their job. I’m sure they don’t like a long delay in their work day any more than you do while seated. Have some sympathy for the fact that there are unreasonable people out there, treating the flight crew unreasonably. Don’t shoot the messenger.
Recently my sister was delayed on a flight due to weather, and they sat on the tarmac for three hours. Though that affected me by having to pick her up at 2 am instead of 11 pm, I am not irate about it. Sure it was a bummer, but what if they deplaned the passengers? As soon as the weather cleared, and they had a window of opportunity to take off, they would have had to waste time reboarding, and then be last in the line up to take off, which would have ultimately wasted much more time. Personally I would rather get to my destination sooner.
Perhaps there are some measures that the airlines should take to improve upon these situations. However, travelers need to loosen up a bit. These people are doing their job, and keeping their customers safe. That is what matters most in the long run.
Comment by Danielle — August 16, 2007 @ 10:56 am
A clear passenger bill of rights regarding these events would be helpful.
Comment by Susan — August 16, 2007 @ 6:26 pm
SOMETHING definitive must be done. It is ridiculous to be trapped in a tiny seat in an unairconditioned aluminum tube for hours on end waiting for someone to make a rational, humane decision. It happened to me on a Continental flight from Mexico to Houston, when they could not unlock the jetway door. The icing on the cake was then being stuck on the 2nd leg sitting in line waiting for thunderstorms to clear. In neither of these case did the flight attendants offer water & were rude when I asked for them to pass some out. I believe people have every right to protest nonviolently.
Comment by Maureen — August 17, 2007 @ 3:58 pm
[…] was another big week in the world of travel. Passengers revolted when kept waiting on the tarmac, American issued a fare sale to the Caribbean, and I continued to […]
Pingback by Rick Seaney » On-Time Departures (17-August): Losing Data, Gaining Traffic, and Eating Pie — August 17, 2007 @ 4:00 pm
[…] should be done about people being stuck in planes on the tarmac for 5+ hours (Continental had Passengers Finally Revolt on a flight diverted to Baltimore on its way to Newark, and Toilets stopped up and overflowed on a […]
Pingback by Rick Seaney » NBC Today Show Loves Continental — August 23, 2007 @ 9:38 am
It is nice to know that there are some real Americans left in this society of cattle.
To Danielle: Keeping someone locked inside an airplane with inadequate water and facilities for 5 hours is not acceptable, and in no way compares to a stadium or a movie theater, WHERE YOU CAN GET UP AND LEAVE WHENEVER YOU WANT TO. Complacent authority followers like you are a detriment to our rights and our society!
Comment by Random — January 4, 2008 @ 1:18 am
You are all a bunch of ignorant, **** idiots, who know nothing about federal law or airline management. If I ever see you on my airline, and you act like that, you will get the worst ***** service possible, including **** and **** in your coffee or water or whatnot. ****** children. You people make me sick.
Comment by Flight Attendant — January 17, 2008 @ 11:01 am