Dealing With Passengers IV — Don’t Panic!

April 24, 2014
Blog Post
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Ladies and Gents, welcome aboard Stellar Airlines!

Please note the Cap’n has turned on the Don’t Panic sign.

Just sit back, relax, and enjoy the flight.

(Translation: sit down, shut up and behave!)

It’s time for . . .

DEALING WITH PASSENGERS, PART IV

a special guest post!

But first . . .

NOTICES TO AIRMEN:

I Had a total blast with Host Carl during my HOUR-LONG PODCAST INTERVIEW

on aviation careers podcast.com—See the hotlink at the end of this post!

— — — — —

Now, before we introduce today’s guest speaker, please watch this important safety video:

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Today’s guest speaker: Mary Ann “Bunny” Laverty

Born and raised in the Philippines, Bunny has been an international flight attendant since 1987.

She has a bachelor degree in Communication Arts from Maryknoll College, Quezon City.

After a short but successful career as an Advertising and Promotions Department Head in the Philippine film industry, she joined Philippine Airlines, the nation’s Flag carrier and Asia’s first airline.

After moving to the United States, she eventually joined a major U.S. airline, where she has been flying for ten years.

She is the very strict mother of three rambunctious boys, now well into their 20’s.

So I say again: sit down, shut up and behave!

And now I give you Flight Attendant Bunny, on Dealing with Passengers . . .

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“Ladies and gentlemen, Federal Regulations require compliance with all lighted signs, Placards and crew member instructions.”

Please take note of those little bits about Federal Regulations require and compliance with all crew member instructions . . .

Flying can be stressful, especially for the uninitiated. Many passengers simply do not understand what’s going on and why. What they often fail to grasp is that an airplane is essentially a ship at sea, and their rude behavior, while somewhat tolerated on the ground, can be dangerous in the air. Hence the need to comply and behave.

OK, the Barbarians can stay…but Baldwin, you’re outta here!

Since 9/11, flying on an airliner has evolved dramatically. In the old days, our mindset was, “the Customer is always right.”

Despite the ship at sea bit, we would bend over backward to accommodate the most deplorable behavior. And believe me, those TV barbarians got nothin’ on some passengers I’ve seen—and don’t get me started on Alec Baldwin!

Well, in today’s post-9/11 world . . . it ain’t gonna happen!

My nickname may be Bunny, but cross me and you’ll see what kinda choppers I got, Sonny!

As your flight attendant, either you love me or you don’t. The reason: I have to wear two faces. The first is warm and inviting. I will wear the biggest smile as you board, serve you the best meal, cater to your every whim, need and comfort. But once the rules are violated, out comes the Strict Schoolmarm.

And you don’t wanna see Strict Schoolmarm.

No, I’m not a sky Nazi on a power trip, and I most certainly am not just a waitress in the sky. I’ve been thoroughly trained, and not just in how to serve you coffee.

Flight attendants endure weeks of training in such inflight emergency procedures as evacuations and ditchings, First Aid and CPR.

Daily, I’ve faced many difficult circumstances. And in a stressful situation, to keep control I must exude authority and confidence—especially if the incident could jeopardize the safety of passengers, crew and aircraft.

Fist raised, Miss Congeniality’s 6’4” boyfriend screams at us.

One of the many challenges I face as a flight attendant is to assess exactly when does a passenger’s rude behavior cross the line and violate the law? While that line is always somewhat murky, there is usually an action that takes the passenger clearly over into noncompliance.

Take, for example, a recent incident I had:

Ding! The Fasten Seatbelt sign comes on. As advised by our Captain, we take our seats.

“Ladies and gentlemen,” I announce over the PA, “in anticipation of moderate turbulence, the Captain has turned on the Fasten Seatbelt sign. Please return to your seats and buckle up.”

Suddenly, here comes a “not too happy” Lady passenger zigzagging along the aisle towards our galley.

Lady: I’ve been ringing my call button for my drink over and over. How long do I have to wait?

Me: You need to return to your seat, Ma’am. Our Captain requires all of us to be seated for moderate turbulence. We’ll come out with another beverage service as soon as it’s safe to do so.

Lady: And who are you?

I Introduce myself.

Lady: I need you to write that down so I can file a company complaint.

She huffs away. After a few minutes, my crewmate and I hear loud, heavy steps coming towards us in the back galley. Here comes Miss Congeniality’s 6’4” boyfriend, yelling at us!

At this point, I start thinking this can potentially escalate to a dangerous situation.

They are escorted off of the plane by authorities, and detained.

With fist raised and finger jabbing, he screams, “It’s enough that my girlfriend has to wait for her drink, but for you to humilitate her while she talks to you is another story.”

Whew! A moment between flights–I need a little 1st Class service!

As my crewmate tries to calm him down, I discretely pick up the interphone and call the flight deck.

Could the man be blowing hot steam and just wanting to express his frustration? Yes. But at this point, I’m not about to second guess his behavior. My instincts and experience, combined with all the training I’ve gone through, tell me to alert the flight deck.

I relay the situation to my Captain. He clearly can hear the commotion going on, and immediately makes a stern announcement for all passengers to remain seated and comply with our instructions. Any further disturbance, he says, will result to an immediate diversion to Albuquerque—instead of our destination of Phoenix.

Upon hearing the Captain’s announcement, the man reluctantly returned to his seat.

As we commence our second beverage service, the lovely couple once again berates us with complaints, crossing over into verbal abuse.

“I’m sorry,” I reply, “but when our Captain came on with that announcement, it served as your warning. Any further misbehavior requires you to be met by the authorities when we land.”

True enough, in Phoenix they are escorted off of the plane, detained and questioned by authorities.

(Cap’ns note: I agree with Bunny and the Captain on this; I would have done the same thing. Ditto with the next situation: a problem on the ground always becomes a bigger one in the air.)

Passenger compliance does not begin at wheels-up. Take, for example, another recent incident I experienced:

As I lean over to help, she throws it in my face.

Last passenger to board, a lady comes rushing and struggling with her carry on. She gets to her row and takes her seat. I remind her to place her bags under the seat in front of her so as not to block the aisle.

She obviously doesn’t like my reminder. As I lean over to help her, she takes her coat and throws it directly in my face. Everyone around us is shocked.

I, with utmost restraint, say, “Ma’am, your behavior is unacceptable.”

Last to board, she is also the first to deplane—before closing the door, the Captain kicks her off.

I’m serious! I am watching YOU!

Most passenger misconduct is alcohol-related. What many people don’t realize is that, on an airplane at 8,000′ cabin altitude, the effects of alcohol magnify.

An obviously intoxicated passenger is denied boarding right off the bat. Some may get away with it, but we flight attendants are very watchful of this. All it takes is for one crew member to observe it, and the imbiber is tossed off. Just like last week:

During boarding, a First Class passenger of mine staggers to his seat.

“Sir,” I say, “I’ve noticed that you have difficulty in walking. Did you have a drink prior to this flight?”

‘Have you been drinking prior to boarding this flight, sir?’ I ask. ‘I have not!’ he slurs.

“I did not,” he slurs in reply, taking his seat. “I’m a frequent flier and you have no right to ask me these questions!” He promptly drops his water (vodka?) bottle, and stares at it like it’s a moon rock.

“I understand Sir,” I reply diplomatically, “I am sure you appreciate the fact that I am only doing my job for your safety and the safety of everyone here. I’m going to ask you one more time, did you have a drink prior to boarding this flight?”

“Yes, I did. I am a frequent flyer and I need to see my 93 year old mother.”

That’s all I need to hear. My Captain has the old boy whisked off the plane.

His 93 year old mother can wait till he sobers up.

It’s important to note that this whole sequence of events happens very quickly, while passengers continue to board. We have a departure time to meet, a cabin to safely secure and every passenger to account for. I have to make a quick assessment, handle the situation diplomatically, efficiently and effectively, and somehow carry myself in composed demeanor.

Don’t even break a sweat, Bunny!!!

As I said, post-9/11, flying has changed drastically. Before, we couldn’t even utter the word emergency so as not to alarm our passengers. Now, if our flight is threatened, we will not hesitate to call on the help of able-bodied passengers. We have 9/11 hero Todd Beamer (“Let’s Roll!”) to thank for that concept.

(See United Flight 93, The Todd Beamer Story: http://www.theguardian.com/world/2001/dec/02/september11.terrorism1)

As you can see, while it is my desire to help you have the most comfortable journey, make no mistake, beyond this winning smile (so I was told) is a professional airline crew member highly trained on my aircraft.

. . . And, just so you know: I may weigh 100 lb. soaking wet, but I’m also a competitive body-builder trained in Israeli Krav Maga and MMA.

Oh, and I can warm your baby bottle.

Still think I can’t handle you? Well I got 150 able-bodied passengers just itching for a little 9/11 payback!

So I ask you, are we going to comply with Federal Regulations on our flight today, or am I gonna have to call out the troops?

Glad to hear it—enjoy your flight!

— — — — —

By special request from Bunny to end this piece: Bon Qui Qui, Flight Attendant!

We hope you have enjoyed today’s flight on Stellar Airlines. Oh, and by the way . . . we’re also out of coffee!

— — — — —

PS—Just for fun, here’s some more misbehaving passenger vs. flight attendant clips:

— — — — —

If you haven’t seen it yet, enjoy this über-viral safety demo by a SWA flight attendant:

— — — — —

Air Afrikaans—I’m Commandeering this Plane!

— — — — —

Swan’s on a Plane!

— — — — —

AVIATIONCAREERSPODCAST.COM INTERVIEW WITH CAP’N AUX:

http://www.aviationcareerspodcast.com/acp054-a320-captain-and-alaska-bush-pilot-capn-aux/

— — — — —

Related Cap’n Aux Posts

Dealing With Passengers, Part I—Blogging in Formation http://capnaux.com/?p=26
Dealing With Passengers, Part II—Medical Emergency! http://capnaux.com/?p=2003
Dealing With Passengers, Part III—Welcome Aboard! Make my Day http://capnaux.com/?p=20

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Dealing With Passengers IV — Don’t Panic!