Angry Passengers, Agitated Crew Face Off

Fight Over A Late Flight Ends In A 24-Hour Delay For New York-Bound Passengers

(CBS)  A plane-load of passengers was delayed 24 hours when the crew for a flight from Miami to New York arrived late. The crew balked at flying after passengers became angry and belligerent. Passengers say the pilot and crew over-reacted.

It all started Sunday night when passengers say the flight crew showed up over an hour late for American Airlines flight 1901, reports CBS News correspondent Joel Brown on The Early Show. The passengers were upset and they let the crew know it.

"When the crew got there, they were late and everyone started to boo them," said passenger Dianne Chandler. "And then they closed them behind glass doors and they kind of threatened us that they weren't gonna fly because of the way people were acting. Some people got very agitated."

The crew says the passengers did more than boo. They said they were downright hostile.

"I wouldn't think they were hostile," disagreed passenger Tim Chandler. "You know, they booed because they were an hour and fifteen minutes late. When you want to leave at 9:45 - it's 11 o'clock they show up. So obviously, people are a little upset."

The crew refused to fly. When American couldn't find another crew, the flight was cancelled and the passengers were put up for the night.

"They give us a hotel and all that," said one passenger, "but the hotel we stayed at had barbed wire all around it. Nice place, nice hotel, but barbed wire around it."

They finally got to New York's Kennedy airport late Monday night, but to add insult to injury their luggage went to LaGuardia airport, 12 miles away.

[gangesdak]

Just remind the flight crew what happened to the Air Traffic Controllers when Ronald Reagan was the President. I am no fan of Reagan; but he did this thing right.

[bobnjersey]

i think this is what lawsuits are for.

[rational_1]

A couple of days ago I was on a Continental flight that was delayed for about three hours due to a problem with the plane. We waited on the plane for about an hour while they tried to fix it, then waited for a while in the terminal while they decided what to do and then finally trudged to another terminal to a new plane. No one was angry and everyone was appreciative that we were actually going home rather than having to end up in a hotel. Why did things work out so well in our case compared to the story above, you may be wondering? Simple - a very professional, apologetic and courteous flight attendant who clearly was doing her level best to keep us informed. That passengers were so upset about only a 75 minute delay in the story above suggests to me that they were treated disrespectfully by the airline personnel and eventually took it out on the flight crew.

[leftyintexas]

American Airlines was on the news today as having over 30 percent of their flights NOT arriving or leaving on time... the worst record of all the major airlines. I also heard that the airlines are cutting costs by by putting up their flight crews in cheap motels further away from the airport and without any shuttle services to the airports. They also cut salaries of the crews. They are under a lot of stress I''m sure. That could be a reason for this flight''s problems. I am sympathetic to both sides in this case.

[godseyesore-2009]

Reagan doing right thing? Are you absolutely and blindingly mad? Suppression of governmental controls over dangerous activities is idiotic. Why don''t we just have the corporate world do it? Yeah, that would engender confidence in flying.

[barbaraf4]

They didn''t say why the crew was late. If they were off of another flight that had landed late, then there was nothing that could be done.

I think the airline business is on a slippery slope to extinction. They have had 50+ years of glory and now they offer nothing, not even service, in return for your fare.

[cessna172_]

I''m a maritimer transitioning over to commercial aviation so I do understand where the passengers are upset with the situation that American has brought upon themselves at the passengers expense .
However, when I hear some passengers booing as being a fellow pilot this is bad luck for myself and crew which means that we are a bit superstitious .

As a maritimer you never whistle in the bridge of a ship either .

So people, their is more than one way to make your point known verses instant satisfaction which could cost you all your lives .

[lewiston14]

I can see the crews point of not flying. Do you want a bunch of unrully thugs in a 30 foot aluminun tube at 30,000 feet. So the were late. Big deal. They could have been told they could sleep in late of sit on a runway for a couple of hours because they were not going to be let off the ground till then. The last thing you want is a nerveous crew that high up. They did what they thought was right and it sounds they did the right thing. Many crew have had their pay cut 50% do you think they are going to say thankyou for ruining their retirment while dealng with a bunch of hoods. They had nothing to do with the mess. They did not make you ticket pay for 50% of the fuel. It cost less to keep planes on the ground then to fly them today so they are responding. As the cost of Jet A rises so will the cuts. If I was the head of security at that airport I would have kept them there for days to interview each one of them one at a time. I thought having their bags left 14 miles away was a hoot. Fitting payback. Your going to see more of that. You protest you dont fly.

[lewiston14]

I forgot one point, If all the airlines go under your next trip to grandmas house will have to be made by car. Have your CC ready

[excoachken]

So, did the flight crew expect a standing ovation for showing up over an hour late for work, when the passengers risk missing a flight unless they are an hour early? Exactly what did they think the passengers were going to do, that warrented cancelling the flight? Riot, hijack, or ask for two movies. This was obviously just a "power play" by a few disgruntled airline employees. But, considering the loss of jobs in the industry, I think more is in store for future flyers. but a special note to "gangesdak": Reagan''s union busting of the air trafffic controllers was the first step in the awful decline of service and reliability for air travelers. He started this decline and the grossly increased risk of personal safety through his anti-worker mentality. Without doubt, he was worst President of recent history, that is, unntil the Cowardly Cowboy appeared on the scene!

[jerry_in_va]

American Airlines was one of the first airlines to institute a charge for baggage (first and second bags). So these people had to pay to send their bags to LaGuardia airport while they travelled to Kennedy airport. Customer satisfaction and competence do not appear to be priorities for American Airlines. And then the costs to rectify the errors (hotel costs, baggage transfers) will just be passed on to future customers in fare hikes.

[citizenusa-2009]

Is there no common sense or customer service anymore? All the airline had to do (if they weren''t so cheap and short sighted), was to comp the passengers for a wonderful lunch at the airport while they were made to "cool their heels". This would have exhibited goodwill and kept the passengers busy eating and not worrying about a late flight. Duh!!!!!

[dogsoul]

"Reagan''''s union busting of the air trafffic controllers was the first step in the awful decline of service and reliability for air travelers. He started this decline and the grossly increased risk of personal safety through his anti-worker mentality. "

Oh puh-lease - union workers aren''t exactly known for their high quality of service at a reasonable price... they''re meant to squash competition so they don''t HAVE to provide good competitive service for good pay...

[citizenusa-2009]

P.S. That would have cost LESS than putting them all up at a hotel! The airlines need to hire some trained talented PR people to handle these types of situations. As the old saying goes "you get more bees with honey than with vinegar". Stupid Stupid people....

[timaran]

AA lost my business and that of my family years ago with two incidents:

(1) They "lost" my sister. I was to pick her up in San Francisco and the flight was delayed/changed. Okay, it happens. When I tried to find out where she was and when she would arrive, the Customer Dis-service representative located her in Dallas, but then refused to tell me when she would arrive. "You mean I can stand here till midnight looking at all the passengers on all the flights and MAYBE I''ll find her?" I asked. "That''s right," said the Dis-service guy.

(2) They mistreated my animals. I had my two cats in the cargo hold on a cross country flight. The written instructions on their kennels said very clearly to give them water in Dallas, then they were to be picked up by us in Atlanta at a certain time. The time came and there were no cats. They were not on the plane that I had paid extra to get them on (shorter flight). The Dis-service folks were not interested in locating where the h*ll they were until my sister (the same one that they had lost!) commented that she was about to call CNN. Suddently galvanized, they had the cats on the NEXT flight. BUT--their water dishes were dry as a bone. They had not been given water for hours. Shame on them.

Never again will any of us fly AA.

[jsutaguy]

The clear and escalating lack of professionalism in the US Airline industry for the last 8 years is another sign that the USA is becoming a third world country: complete with uncaring, unfireable government ''officials'', widespread corruption (Wall Street), rapidly deteriorating infrastructure (Airlines, Bridges, and roadways), and blustering, ineffective ''leaders'' who take office just long enough to enrich themselves and their friends (Bush).

Get a clue, people. We swim together, or we drown together.

[citizenusa-2009]

Hey Jet Blue, Hey Southwest, Hey Continental! Want more customers? Use your CUSTOMER SERVICE PEOPLE and offer MORE than expected! People will flock to your airline (excuse the pun) if you pleasantly suprise people with reasons to choose your service!! IT''S COMMON SENSE!!!

[chcchc57]

I doubt very much the crew "showed up late for for work." Their inbound leg was probably delayed or maybe the flight 3 legs earlier was delayed by weather across the continent somewhere. Maybe they were called from their homes 2 hrs away to cover the flight. I can assure you, having been in the position many times of doing my level best to minimize a delay for passengers, that getting booed at the gate would would definitely lower my sympathy level.

[citizenusa-2009]

...Don''t get me started on how "The Decider" and Cheney have DYSTROYED this country....OMG...the EMENIES from within!

[citizenusa-2009]

Judging from the responses here, I guess the issue of "Customer Service" is now foreign to the Airline Industry.

[naucoming4u]

The executives at Greyhound and Amtrak are laughing their A$$ES off at stories like these!

On another note, I''m flying to Casper, Wyoming tomorrow for business. American Airlines serves that airport... but instead... I opted to fly into Denver (via Southwest Airlines) and drive up to Casper. I would have had to rent a car there anyway, so might as well enjoy the 4 hour drive and the scenery! My route is less than flying there directly. (Especially since Southwest doesn''t charge for baggage).

[naucoming4u]

My girlfriend has so much baggage...

...she had to sell her house just to fly on American Airlines once!

[patriot12436]

Barbara
I disagree. I fly international frequently and am very pleased with the services i have received. Sometimes things happen that can''t be avoided. Americans seem to have an aggressive attitude a lot of the time. Just need to sit back and relax. Getting upset gives you an ulcer and doesn''t change anything.

[antoniof123]

You know I have traveled the world and the US Airlines have become the wrost they lose luggage more often than not and they have the wrost customer service.

I guess this is the new world oreder where the customer must beware. Funny we tried that once and it didn''t work as I recalled.

[lewiston14]

"Judging from the responses here, I guess the issue of "Customer Service" is now foreign to the Airline Industry"

Just for the grunts. Everybody else is doing just fine. You want champane with those shrimp

[mswolfestock]

The airlines should make all flight crew members become passengers at regular intervals -

just to remind them about the kind of torture that airline travel has become. When you put the shoe on the other foot on a regular basis, things WILL change.

[mgdvt]

lets see...these bozo''s pissed off the only one''s who could fly the plane without even knowing why they were late and we are supposed to feel sorry for them? Were they held up in traffic or on another flight that was delayed? Where did they come from and did the airline call them with enough time to make the flight? They got what they deserved. They are lucky they got any accommodations for the night. I would have put them out on the street...Glad their luggage got lost too! Hope they remember next time. The captain is in charge of the aircraft not the passengers.

[fee1free4u]

There are two kinds of people. People who travel frequently and know that airline travel has become a nightmare in the last 10 years. And people who don''t travel frequently and are clueless about the situation.
I know of no other industry that consistently holds it''s own customer''s in such contempt as the airlines. None.
By contrast, most major hotel chains have great service and will try to make amends for every problem that arises. If you complain to the front desk or manager of almost every major hotel chain, they think nothing of dropping significant discounts from the bill to make up for it. Just try that with ANY airline. Complain about a flight, and then ask them to refund 20% as a good-will gesture. They will look at you like you are from Mars. I avoid airline travel like the plague because of the horrible service almost all of the airlines provide.

[citizenusa-2009]

I know of no other industry that consistently holds it''''s own customer''''s in such contempt as the airlines. None
Fee1Free4U at 12:35 PM : Jul 08, 2008

I agree with you! After happily accepting the fee for the ticket, they conveniently FORGET that you have paid them by treating you like a nusance when you expect ANYTHING beyond a seat! I too avoid air travel like the plague. Thier stock prices are plummetting for a reason!!!

[drputt45]

If you want to get somewhere in the worst way......FLY.

[excoachken]

To chcchc57: Since you "have been in similar situations" one would be led to surmise that you are part of the airline "crew" group. And, if so, we now have a broader understanding of how unprofessional some crews can be, according to your suggested response. In 40 years of "professional" people to people service work, I often had reason to feel unhappy and unappreciated, even, at times insulted by customers who were "clueless." But, since it was my job, and especially if I had made a mistake, I tried even harder to give them the service for which they had contracted. Personal vendettas have no place in such jobs and "accidentally" misdirecting luggage or refusing to do your job, simply means that you have chosen the wrong occupation and should consider a career change, perhaps as a barroom bouncer!

[citizenusa-2009]

raflin1, I think you are missing the point. Regardless of the reasons for the late arrival,had the CUSTOMER SERVICE arm of the airline been proactive and offered the passengers SOMETHING for their inconvenience, this would have all been avoided. When you purchase ANYTHING and it is not up to standards, you have a recourse. In this instance, there was none...there never is with the airlines of today. That is why people have exhibit contempt and disgust for the airline industry. I personally have sold ALL of my airline stock as a result of poor service in the air (and on the ground).

[patrickoncbs]

I don''t think there is any reason for the airline to be excused for not having crew there on time for a Scheduled flight. While I know the expense of putting folks up overnight are additive to everyone else''s expenses, it is good that the airline had to do it. What they didn''t have to do, and probably should have, is to reimburse everyone for their lost time, pain and suffering, if you get the idea.

[morganbarber]

On the last two vacation trips I''ve taken, I drove my car. 12 hours each way. Not my favorite thing to do, but I grinned a lot knowing the small time security pukes wouldn''t have their fun giving me a hassle. If you have a commercial flight planned, approach it thinking that will be like hemorrhoid surgery. If it turns out to not be as bad, count yourself lucky.

[credibility2]

The crew and the airlines were totally in the wrong. Why wasn''t a customer service rep immediately placed in the waiting area once the situation was made known to ally any concerns over the situation? The replacement crew should''ve tried to calm the situation with an explanation and an apology. The airlines customer rep should''ve also done the same. The passengers are treated like garbage by the airlines and they''re fed up with this abusive and disrespectful treatment by the airlines. So big deal the airlines put them up in a hotel for the evening. I thought FAA rules and regulations warrant that the airlines that cancel a scheduled flight are mandated to immediately finding other flights even with other airlines for all of the affected passengers. American Airlines should be fined by the FAA and the flight crew that didn''t show up and the one that refused to do their job should all be disciplined and docked salary.

[Meg003]

I don''t understand what the passengers were angry about. Late by one hour? Isn''t that to be expected? Sometimes crews are delayed by customs or weather. Had these people never flown before? Were there unusually bad waiting room conditions? The last time I flew on a flight delayed by an hour, those of us waiting at the Dallas Fort Worth International Airport APPLAUDED the crew when they arrived. They smiled at us, we all boarded, and off we went.

[citizenusa-2009]

Well said diatreme!

[mikeldallas]

Although I agree that airline service has hit rock bottom, the passengers have no reason to take it out on the agents at the airport or the flight crew working the flight. Airline staff has been cut over 100,000 employees over the past 6 years so the airlines can start to make money.
The government hasn''t put the taxes you pay on your tickets to update the Air Traffice System which is one of the major causes of delays. The late arrival of the crew was most likely due to a late inbound arrival of their flight for whatever reason. Originating crews don''t just show up 1 hour late for their flights. As a matter of fact originating crews have to be there 1 hour before and are not paid for that time.
If they were flying another trip inbound to Miami with no replacements (happens late at night) then the outbound will be late too. This does not mean that passengers have the right to berate or threaten the employees. Try doing this at Amtrack or Greyhound and see how you would be treated.
If passengers want airlines to return to the way they were with all the amenities, then they have to pay the price that would allow the service to return to the way it was. This is the only way airlines can make money with fuel prices and costs the way they are.
If I was a passenger on that trip, I wouldn''t want to get on it when I saw what was happening.It''s easier to control a group of irate impatient people on the ground than it would be at 35,000 feet.

[godseyesore-2009]

The passengers should have beaten the idiot crew senseless.

[pvperson]

What airline do you work for Meg, I want to be sure and NEVER fly it.

[Meg003]

Some of these suggestions show why people have difficult lives.

Passenger 1 Let''s see, the crew is late, what do we do?
Passenger 2 I know! Let''s assume the worst, that they just did this to annoy us, stage a riot and beat the crew! That will really improve everyone''s day!

[navyjimfl]

AA lost my business and that of my family years ago with two incidents:Posted by Timaran

American Ailines and United are the worst....I fly alot both domestically and internationally and I try to avoid these two airlines........

[linda6216]

I have read all of these comments and all I can say is that Americans act like a bunch of spoiled children. If you can''t do this, then give me that, seems to be the motto. Do you think the crew is responsible for charging you for baggage? Do you think they are responsible because the flights are delayed? How ridiculous you all sound. Those people were rude to the very people who had come to fly them home, and by the way, they have to walk past every person flying on that plane, they don''t get to sneak in the back. The quality has dropped, the customer service is nearly non existant, but look around at the airports, look at the rude people shoving, bumping, mistreating the people behind the counters....Shame on you all for criticizing that crew in any way. If you are unhappy get to the source, don''t blame the man sitting at the helm of the plane.

[Syndicate]

The flight crew should be fired. The passengers should have torched the plane.

[docpeter-2009]

Posted by Linda6216 at 02:06 PM : Jul 08, 2008, "Do you think they are responsible because the flights are delayed?...If you are unhappy get to the source, don''''t blame the man sitting at the helm of the plane."

In this case YES! The crew did show up an hour late.

[naucoming4u]

"....thank you for flying American Airlines. We know there are many other airlines to chose from, but frankly, we don''t give a damm. We have your money in our accounts and your A$$ in our seats, so smile and pretend like you''re enjoying this experience. And we might pretend to care!"

[andor3]

used to be the airlines were a service business... the customer is always right, or at least always treated well.

Here the customer/passengers were treated like the enemy. why didn''t the crew or an airline rep apologize and offer something to help the situation. Canceling the flight just ensured more anger, unhappiness, and ultimately lost revenue and fewer customers.

[juliemd]

I flew American for the LAST time two years ago...they are HORRIBLE the service, the attendants, of course the food they used to serve back then....

[renrenjuan]

Great story, the bit about the barbed wire angst was priceless.

[bobnjersey]

[....Shame on you all for criticizing that crew in any way. If you are unhappy get to the source, don''''t blame the man sitting at the helm of the plane.]
[Posted by Linda6216 at 02:06 PM : Jul 08, 2008]

where are the ones that should be blamed? are they in the gate area ... are they on the plane ... are they within 1000 miles of the issue? would you know who they were if tripped over them?

do you suppose that''s by chance? do you suppose that every large corporation has done everything possible to stay connected to their customers as they move further away from the front line.

you can bet it will be handled differently next time ... and it would ''not'' have if the customers didn''t stand up and let the frustration be felt.