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Galley Gossip: Cell phones on the airplane
Recently on Twitter.com Times Travel asked me who I thought the worst type of passenger was. I wrote, "a business class passenger who does not get an upgrade and ends up in coach."But not all business class passengers who end up in coach are bad. In fact, business class passengers are actually my favorite passengers. They know the drill. They know exactly what to expect. So there's no "on my last flight..." or "what do you mean there aren't any magazines or pillows?"
The truth is the worst type of passenger is the kind of passenger who thinks he/she travels often, but in reality he/she only travels a few times a year, which isn't really all that often, not compared to frequent fliers today. Yet they have no problem letting me know just how often they fly (which isn't all that often) when they're doing something they shouldn't be doing, something a frequent flier knows not to do, like use a cell phone after the flight attendant has made the announcement that it's time to turn off and stow all electronic devices.
The following scenario actually took place on board one of my flights...
We're on the tarmac in Chicago and the flight attendant is walking down the aisle while the safety video is on and she sees a passenger on his cell phone talking and says, "Sir, you need to turn your cell phone off!"
He tells whomever he's talking to on the phone to hold on a minute, and then he covers the mouthpiece with his hand and asks the flight attendant, "what flight number is this?"
Shaking her head, the flight attendant says, "Sir, you can't be on your phone right now! The safety video is on. You need to turn it off." She points to the video monitor and it's at that part where the guy in the suit reaches up and grabs the oxygen mask and places it over his nose and mouth, looking way too relaxed for a guy who has just placed an oxygen mask over his nose and mouth because he's probably going through a decompression or something and should probably be hyperventilating along with the rest of us.
My colleague tells him she doesn't know the flight number, which could be true because half the time we really don't know whether we're coming or going due to the short layovers mixed with long work days spent hopping from one city to another. Not to mention the safety video is on and this guy should not be on the phone right now. At this point it doesn't really matter what the flight number is.
"TURN IT OFF!" she demands, squinting her eyes, which makes her look a little crazy and has zero affect because he's still on the phone and just looking at her as if it's no big deal there's a flight attendant screaming at him and looking all crazy-eyed.
Sighing, he tells his friend, "The flight attendant is not being very helpful. She's putting a lot of stress on me."
Of course this only makes her put even more stress on him. "TURN THE PHONE OFF NOW! I MEAN NOW! RIGHT NOW!" which not only makes him jump, but also works because he actually turns it off and puts it away.
When I shared the above story with a fellow coworker, he wrote...
This lack of compliance causes me concern for a couple of good reasons. First, it establishes that some passengers see flight attendant instructions as optional--and they're mandatory. That mandatory aspect is for everyone's safety in an emergency, and in order to be effective, that authority covers every instruction they give. Second, as a captain, I always weigh whether I want to take Mr. Optional-Instructions-Cell-Phone-Guy into the air and just hope when he's given an instruction, he'll comply. Why would I?
Cell phones on the airplane, some people want them, others don't. Me, I fall into the don't category. Why? Because it's a me, me, me world we're living in and people today don't always have common courtesy for those seated around them.
Tell me what you think.
| I hope I never live to see the day! | |
|---|---|
| It would be nice to use a phone from time to time | |
| Heck yeah! I'd use it the entire flight! |
Photo courtesy of Jung Hong (cell phone), Beigeinside (flight attendant)
Filed under: Business, Airlines, Galley Gossip
Reader Comments (Page 1 of 2)
Gene May 28th 2009 11:35AM
After several requests. I personally have no problem with having the captain turn the plane around and allowing this uncoopertive person to finish his call inside the airport terminal while he waits for his next flight. Many people fail to realize it is a FERDERAL REQUIREMENT to comply with ALL instructional signs, posted placard and most importantly CREW MEMBER INSTRUCTIONS. How hard of a task is this?
Jay May 28th 2009 12:12PM
I remember being on a flight where a passanger was being so uncoperative with crew (he was sat at an emergency exit but was refusing to remove his belongings form the floor) that it wasn’t until the attendant threatened to call the captain to come and talk to him and reminded him that he could be fined £2,000 and imprisoned for his actions that he decided to play ball. This was on coming in to land and despite the fact that some other members of the same guys party had nearly prevented take off as they refused to sit down and buckle up. I cannot understand the attitude of these people, the rules are there for a very very good reason yet some people feel above it all. If you don’t want to obey the rules, don’t fly
frank96 May 28th 2009 12:10PM
.....she sees a passenger on his cell phone talking and says, "Sir, you need to turn your cell phone off!"
---------------------------------------------------------------------------------
The whole electronic device "issue" needs to be addressed by the FAA. An Inspector needs to out there, behind me, in the aisle, issuing fines on random flights.
A few months ago, prior to landing, I was doing my safety check up the aisle and someone was already on their phone chatting away at the 10,000 feet level. Unbelievable!
Also had a young woman hiding her blackberry under her magazine after numerous announcements had been made. I politely told her to turn if off. I took my jumpseat and buckled in. I could see from my jumpseat that she turned it on AGAIN. Whereby I got out of my jumpseat and said, "Turn it off or I'll notify the Captain!!" She huffed and threw it in her purse.
I try NOT to let things turn into pet peeves doing this job. But, this one challenges me and my customer service skills daily. Politeness doesnt work anymore when asked to follow FAA mandated regulations. I simply stand there, they see that I'm not leaving until they turn off the device. You have to outsmart them, come up from behind. Ask to see if their Ipods are off because they place it face down on their laps.
Thank you for posting this as it will become apart of my verbal instructions in the aisle:
When I shared the above story with a fellow coworker, he wrote...
This lack of compliance causes me concern for a couple of good reasons. First, it establishes that some passengers see flight attendant instructions as optional--and they're mandatory. That mandatory aspect is for everyone's safety in an emergency, and in order to be effective, that authority covers every instruction they give.
Traytable May 28th 2009 12:41PM
Jay, that's the signal for me as a crew member to move those passengers from the exit row. Sitting there is a privilege, not a right as so many passengers think, and if they ignore my requests I have no hesitation in banishing them to the last row of coach.
As for phones, I used to encounter the problem daily. Then I memorised the civil aviation regulation number, and quoted it at any passenger repeatedly refusing my instruction to turn off a phone. I would simply say, 'by refusing to comply do you realise that you are violating CAR#123, which can be penalised by a $10,000 fine or time in prison for failing to follow a lawful direction of a crew member?'
They always put it away after that!
George May 28th 2009 5:16PM
OK SO you want the FA to give the guy the flight number knowing he is on the phone LONG after the announcemnet to turn off electronic devices has occurred. The airline doen't create this requirement - the government (FAA) does. Compliance is not optional, it is required. Keeping fellow passengers delayed because this person feels they have the right to speak on a cell phone at this juncture in the flight should NEVER be tolerated. My view is simple - if you can't follow the rules - GET OFF! And let me travel in peace.
Jack May 28th 2009 12:57PM
Would it of really hurt to tell the guy the flight number, or tell him to look at his ticket? How hard is it to give some service, instead of being surly and rude? Yeah quote your "federal requirements" that's fine, but it'll be the last time I fly on your airline.
Knowing how to deal with such a situation in a friendly and positive win-win manner takes some customer relation skills. A joke or a smile and telling him he can find out and call back when the plane lands, might just bring a more positive result.
I know he was being an *ss, but he is a customer. Something that all these replies above seem to miss. We aren't there to please you and follow your instructions, we're there to fly somewhere. We pay the bills, not you, not the federal government.
The airlines and flying have gotten more and more unfriendly, and they wonder why air travel is down.
Andrew May 28th 2009 1:55PM
Oh hell no to cell phones!!!!
It is bad enough I have to hear your baby crying behind me as I try to sleep. I do not want to hear some self important tool babble on and on to friends about where he or she is going, or where they are right now, "dude I am 30,000 feet above New Jersey!!!" Please for the love of all that is left of flying that is good...and there isn't much...please shut off your cell phones and just chat with the person next to you.
Andrew
TheBrooklynNomad.com
Chris May 28th 2009 2:35PM
What happened to the first draft of this story? I was interested in the part about "cell phones unsafe until airlines figure a way to charge for it" that I read the other day.
Kelsey May 28th 2009 2:36PM
The only reason I carry my cell phone on the plane is because, well, I carry my cell phone every where. Also, I have seizures, and it just so happened that on my last flight, I got off the plane, into the airport, had a seizure and the paramedics found my cell phone lying next to me. Fortunately, my mother called at that precise moment and they were able to pick it up and talk to her and get instructions on what to do (since I was not in the same city as she was, but my home town, etc). I never have my cell phone on while boarding (OR on during the flight) or even while taxiing to (or from the) get to the gate. Ever. But it's nice to know that it's in my bag, waiting for me when I get off the plane and into the airport.
Rui A. May 28th 2009 3:28PM
Jack (12:57 PM comment),
Let's get this straight. It's illegal. Passangers are required by law to turn off electronic devices AND pay attention to the security briefing. They are also required by law to obey the flight attendant in that situation.
Yes, he's a customer and he's paying for his flight, but that doesn't give him the right to ignore federal laws. You know, the kind of laws serious enough to imply paying a hefty fine and/or a stint in jail...
Carrie May 28th 2009 6:36PM
To anyone who calls this a "customer service" issue- anyone who has ever worked with the public will tell you that when there is someone who may pose a risk to yourself or other customers, courtesy goes way down the list. This person was violating government regulation, not just being a pain in the ass. In any situation where the person is just being overly-self-important, you can smile and ignore their idiocy.
For example; I am a fuel clerk putting myself through college. I deal with just about everything you might imagine, from being propositioned to dealing with angry customers over the prices of gas, cigarettes, etc. I can grin and bear it, but if I think for one moment you're going to put my customers or myself in a dangerous situation (cell phone, or cigarette while pumping, having a lovely marital dispute by the pump), my first priority is the safety of everyone in my vicinity. While I will TRY to maintain a level of professionalism and courtesy, there comes a time when I am can and will put my foot down and be as stern or "rude" as some might put it as I have to be to ensure the safety of myself and those around me.
Cassie May 28th 2009 9:42PM
Oh Jack...
If this is how you really feel then please, by all means, I really never want to see you on my airplane EVER.
It is a FEDERAL LAW. Are police officers nice and polite when you run a red light and almost kill a person?
Flight attendants are SAFETY PROFESSIONALS. Firefighters, Police Officers, CIA, FBI, nurses...the list goes on and on...SAFETY PROFESSIONALS.
Customer service on an airplane is great, and our customer service agents that help you before and after you get on the plane are trained with that. I am trained in your safety...
I was never trained to pour a beverage, I was never trained to handle luggage issues, I was never trained in food service or preperation. Those things are common sense.
I was trained for 6 hard long weeks learning how to save your ass.
Customer service is a nice bonus when you do the things required of you to enjoy the priviledge of FLYING ACROSS THE COUNTRY!
Flying is not some cushy way to travel anymore. 9/11 buddy...its a huge priviledge when you are able to fly somewhere and you make it to your destination. I am not here to serve you...I am here to make sure once again, we get there on time and we arrive safely. If you will not follow crew member instructions...then you are telling me you are not in agreement that you will do what it takes to ensure a safe flight. So no, I am not required to be kind to you at this point. Your violating the LAW.
And once I know that my airplane is safe, which is why I have to do "compliance checks" for ALL passengers to ensure that everyone is on board, and ready to travel safely today...then by all means, close the aircraft door and lets have a great time. But until I am positive that my life and the lives of my passengers will not be in danger by some Jack like you sir, then no...I will not be nice. It is my JOB to be stern and to abide by the LAW. And when you do anything in this world, when you drive, when you ride a train the same rules are required...
Flying in an airplane proves NO different.
So yeah, Jack, stay off my airplane...because its that kind of attitude that makes any kind of customer service job a joke. How can you be kind or give any customer service to a person who doesn't know how to be a good customer and follow the rules?
frank96 May 28th 2009 9:59PM
Carrie
May 28th 2009 6:36PM
To anyone who calls this a "customer service" issue- anyone who has ever worked with the public will tell you that when there is someone who may pose a risk to yourself or other customers, courtesy goes way down the list.
=======================================================
That would be me. I mentioned the "customer service SKILLS" that are required to get passengers to comply. I learned a long time ago that your approach is key.
In training, I learned there are several ways to approach a passenger (customer). there's a childish response, a parental response and an ADULT response.
Flight Attendant (CHILDISH) response: I'm gonna tell the Captain if you dont turn that off! This kind of response will beget another childish response from the passenger! Example: I'll tell the Captain YOU were rude!
Flight Attendant (PARENTAL) response: You know the rules, you need to follow them or we cant leave. Do you understand? Another response that puts the passenger in a defensive mode. Example: Hand wave and YEP. (I'm a grown up, no one tells me what to do)
Flight Attendant (ADULT) response: Sir, please turn off your device, we require all electronic devices off after the forward door is closed. We cant leave until all devices are OFF. (to which I have learned that I need to stand there to visually witness compliance).
through the years, I have witnessed my co-workers use the wrong approach, but I do agree that using the right approach is getting increasingly challenging. Hence, my response to the FAA Department. They turned a blind eye to AIR RAGE throughout the 80's and 90's until 9-11 happened. The Ultimate BREACH of the Cockpit. The CABIN environment has returned to non-compliance and safety could be at risk AGAIN.
Traytable May 28th 2009 11:46PM
Jack, the response I described is something I said I use when someone REPEATEDLY ignores instructions to switch off a phone (or is disobeying any other safety instruction). For example this classic:
F/A: Sir, I'll require you to switch off your phone now as the forward door has been closed.
Pax: Yeah Yeah I'm doing it (continues to text)
F/A: Sir, again, you need to switch off the phone.. now.
Pax: It is off! (Screen still shows text message)
F/A: Sir, I can see the screen is still on a text, you need to switch it off, not keep sending your text.
Pax: I will as soon as I'm done...
Can't you see that my response above is now warranted at this point? The passenger has singled themselves out as a potential safety risk/risk of disruptive behaviour later on. If I don't put my foot down at this time (which some of you may think is 'rude') they will walk all over my crew for the rest of the flight.
When it comes to safety, if a request is ignored, the words please and thank you MUST disappear from our instruction. It's the same way pilots are trained, it conveys that this is no longer an option, it is a mandatory instruction.
Hope that clears things up for you.
frank96 May 29th 2009 10:18AM
If I don't put my foot down at this time (which some of you may think is 'rude') they will walk all over my crew for the rest of the flight.
====================================================
To passengers:
Just because you, dont like my answer, doesnt make it rude.
Jack May 29th 2009 12:15PM
In reply;
Sure, repeatedly not following instructions, etc needs the appropriate response. And I totally agree with using ADULT responses as above. I think most people respond in kind.
That's my whole point, taping your toe and yelling "Federal Law" makes most people defensive and introduces a tense situation (that takes additional time) to deal with. Giving a quick answer to a stupid question in the long run takes less time and keeps people happy. And I'm sorry, but I've seen on many flights the opposite situation.
Cassie and the rest; you can't demand respect, you have to earn it. Comparing yourself to the CIA and police? Give me a break.
Gee, 6 whole weeks of training. And yet, I have witnessed many "Safety Professionals" who lack even basic first aid skills (or who aren't allowed to practice them). I have a letter from the president of Horizon Airlines commending me for helping a passenger who entered a coma from diabetes during a landing approach. All he needed was a packet of sugar under his tongue, something I did across the aisle while seated. Learned it in a 5 hour Red Cross class. The "safety professionals" didn't have a clue and were totally un-able to even help, other than jump around in a tizzy.
Look, most CUSTOMERS obey instructions, but are sick to death of being pushed around by moronic security and pushy airlines personnel. Stupid restrictions on using a freaking ipod, just add to the stress. Mythbusters for instance, showed categorically that cell phones and other electronic devices cannot POSSIBLY interfere with modern airplanes electronics, they are too-well shielded. Maybe on an older small plane, which is where the rules came from. Passengers aren't dumb. So they push the envelope.
If you wonder why traffic volume is off, it's well-documented that people are finding other means to go places, or just staying home. Think about a win-win way of dealing with your CUSTOMERS, it might just save your job.
frank96 May 29th 2009 6:37PM
Stupid restrictions on using a freaking ipod
==================================
Say, YOU were using your Ipod on take-off, Jan 15 of this year out of LGA on flight 1549. Your music was loud enough to DROWN OUT the event of birds being sucked into the engines and you never heard the flight attendants yelling from their jumpseats to: BEND OVER, GRAB ANKLES. Even worse, what if YOU were in an emergency exit row and YOU couldnt hear me shouting INSTRUCTIONS to you! Those instructions could save your life, yet, YOU were too busy listening to Britney.
KDR May 29th 2009 4:21PM
"If you wonder why traffic volume is off, it's well-documented that people are finding other means to go places, or just staying home. Think about a win-win way of dealing with your CUSTOMERS, it might just save your job."
So, Jack...if traffic volume is off, does this mean you'll be staying home? Knock wood.
Janet Jun 5th 2009 3:26PM
I was on a Continental flight from Atlanta to New York and a passenger was kicked off the plane for not turning off his phone when the flight attendant anounced no more phones allowed. The passenger kept talking, and the flight attendant (gruffly) said "turn off your phone NOW!" The Passenger responded "I don't like the tone you are using with me" and kept talking on his phone. The flight attendant calmly disappeared, and soon security was escorting the passenger off of the flight. The last flight that evening out of Atlanta. He was begging to stay on the plane. It was awkward for everyone.
Traytable May 29th 2009 11:32PM
I didn't say YOU thought I was being rude, I said some people consider that response 'rude'- because it's not sugary sweet & full of please and thank you. I'm sorry, but once someone has violated a safety rule (REPEATEDLY, as I mentioned) then there is no room for being polite, just firm. Firm is not rude.
You said: ""taping (tapping?) your toe and yelling "Federal Law" makes most people defensive and introduces a tense situation (that takes additional time) to deal with.""
And asking someone to turn off their phone the first time often makes them defensive too. After they've refused several times to turn off a phone reasoning with them (even in an adult fashion) rarely works. I am simply asking if they are aware of the consequences of their actions. That is neither childish or rude. At that point the passenger is mostly defensive for the simple reason that they 'dont like being told what to do'.
People know what goes on in airplanes these days. If you don't like having to follow rules, then don't fly. I bet half these people are the same ones who drive while on the phone, don't stop at stop signs and park illegally too.
As for Mythbusters, sure, one experiment in a controlled environment showed it had no effect, but they are by no means aviation experts or engineers, they cannot possibly predict and replicate all factors that may be in play. So, airlines err on the side of caution and ban mobile phone usage across the board.
I have personally worked for 3 airlines, 2 of whom ban phone usage at all times and one who allowed it at other times. It was a nightmare trying to tell passengers on the other two airlines that we were not on the 3rd today and they could not use their phones. And yes, we once had to divert to another airport because a cell phone interfered with the instruments and put us off course.