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Galley Gossip: The first class / orange juice passenger responds to what happened in flight
My Galley Gossip post, a flight attendant responds to the first class orange juice debacle, created quite a flurry of comments from people venting their frustrations out on flight attendants. Many readers accused me of defending Helen, the flight attendant mentioned in the letter published on the Consumerist web site. But I did not defend Helen. As a matter of fact, if the story is true, I think Helen needs time off until her issues are sorted out. That said, I did defend flight attendants in general. At the end of the letter the witness to the orange juice incident transfers his anger from Helen on to flight attendants in general over the last twenty years. I've been a flight attendant for over fifteen years and I take pride in my job, as does so many of my colleagues whom provide excellent customer service on a regular bases. It saddens me that one bad apple can affect so many people.
Now this story was originally brought to light by David Koss, the passenger who wrote the letter to the Consumerist. He sat behind the passenger who ordered the orange juice, witnessing the entire debacle first hand. No one deserves to be treated badly - passengers and flight attendants alike. But I'm a firm believer that there are always two sides to every story, so who knows what really went down on that flight!
Now imagine my surprise, while scanning the comments under my post, when I found this, an actual response from the passenger directly involved in the incident...
I am the airline passenger whose request for orange juice has caused so much internet traffic. Although the vast majority of the responses on the blogs have been overwhelmingly supportive of me, I'm surprised and disappointed at a few of them that have actually been empathetic towards the flight attendant. If I wrote everything that happene
d on that flight, my own response would be longer than most people would care to read. Thus, I'd like to point out a few facts for the time being:
1) Before that ill-fated flight, I had never even met the writer of the article that has caused so much internet discussion. He would have absolutely no reason to lie or embellish a story about someone he'd never met.
2) A passenger seated across from me later told an AA representative that at least four passengers had issues with this flight attendant, and added that I "happened to be the unlucky guy she exploded on."
3) Every single passenger in my row as well as in the row behind me (thus, the only passengers that could see what transpired) all walked off the plane with me in unison when I was told that I'd have to meet with an AA representative at the arrival gate. At least two of them without my even asking volunteered to be witnesses for me.
4) All 6+ of these passengers/witnesses not only passionately defended me to the AA rep. at the gate, but all of them stayed to talk with her for at least 30 minutes. Most of them had either connecting flights or important places to go. (I'd like to ask the readers of this blog a question. If this type of thing had happened to you, even if you were totally "in the right", what are the chances that every passenger in your section of the plane would walk off with you in unison and spend 30-60 minutes of their valuable time defending you to an AA representative.)
5) One passenger was so unnerved by her intimidating behavior that he told the AA representative that if this flight attendant was working his connecting flight, he would not board the plane.
6) My witnesses are not stressed-out, snotty businessmen as some have wondered about. Almost all of them belong to a women's religious group that promotes peace. One could not have assembled a group of people that was more deferential and polite than this group.
7) Not only has AA already called me to profusely apologize, but they have called other passengers on that flight as well to apologize. I know of at least two others on that flight that have filed complaints with AA regarding incidents that were either partially or totally unrelated to my own.
8) I wanted to have this incident quickly fade away, and I diligently avoided engaging this flight attendant for the rest of the trip. The incident itself was not all that eventful. What was disturbing was that the flight attendant spent the rest of the flight attempting to get other passengers to testify for her regarding what had happened. As each passenger in my section individually told her that they disagreed with her version of the incident, the flight attendant progressively grew angrier and more determined to turn a "molehill into a mountain".
9) For the readers of the article who think this flight attendant was just "having a bad day" and should be left alone, please remember that she handed me a formal warning that threatened potential legal action. The Customer Service Manager who met all of us at the arrival gate stated that while he was shocked by the story we all told in unison, also mentioned that the warning letter was a serious matter that had to be investigated by multiple entities. I ask the readers of this blog how they'd react after being told that by this Senior Manager, especially if they had literally millions of frequent flyer miles with this airline, as I do.
I'm happy to hear that the airline not only dealt with the situation immediately, but also apologized to those who witnessed what happened. As for passengers showing so much support to a fellow cabin mate, I've seen it time and time again. It does happen. More often than you'd think. Whenever something out of the ordinary happens on a flight - whether it be to the crew or to another passenger - there's always a special bond that forms between those who were once strangers. It's always nice to know that people really do care about others. I'm glad the "orange juice" passnger wrote in and set the record straight. I know many of you had questions, as did I. Something tells me we won't be hearing Helen's side of the story. That's probably a good thing. Hope your next flight is a good one!
So....any chance there's a passenger out there who might actually have a good airline / flight attendant story to share?
Photos courtesy of kappuru and thezipper
d on that flight, my own response would be longer than most people would care to read. Thus, I'd like to point out a few facts for the time being:1) Before that ill-fated flight, I had never even met the writer of the article that has caused so much internet discussion. He would have absolutely no reason to lie or embellish a story about someone he'd never met.
2) A passenger seated across from me later told an AA representative that at least four passengers had issues with this flight attendant, and added that I "happened to be the unlucky guy she exploded on."
3) Every single passenger in my row as well as in the row behind me (thus, the only passengers that could see what transpired) all walked off the plane with me in unison when I was told that I'd have to meet with an AA representative at the arrival gate. At least two of them without my even asking volunteered to be witnesses for me.
4) All 6+ of these passengers/witnesses not only passionately defended me to the AA rep. at the gate, but all of them stayed to talk with her for at least 30 minutes. Most of them had either connecting flights or important places to go. (I'd like to ask the readers of this blog a question. If this type of thing had happened to you, even if you were totally "in the right", what are the chances that every passenger in your section of the plane would walk off with you in unison and spend 30-60 minutes of their valuable time defending you to an AA representative.)
5) One passenger was so unnerved by her intimidating behavior that he told the AA representative that if this flight attendant was working his connecting flight, he would not board the plane.
6) My witnesses are not stressed-out, snotty businessmen as some have wondered about. Almost all of them belong to a women's religious group that promotes peace. One could not have assembled a group of people that was more deferential and polite than this group.
7) Not only has AA already called me to profusely apologize, but they have called other passengers on that flight as well to apologize. I know of at least two others on that flight that have filed complaints with AA regarding incidents that were either partially or totally unrelated to my own.
8) I wanted to have this incident quickly fade away, and I diligently avoided engaging this flight attendant for the rest of the trip. The incident itself was not all that eventful. What was disturbing was that the flight attendant spent the rest of the flight attempting to get other passengers to testify for her regarding what had happened. As each passenger in my section individually told her that they disagreed with her version of the incident, the flight attendant progressively grew angrier and more determined to turn a "molehill into a mountain".
9) For the readers of the article who think this flight attendant was just "having a bad day" and should be left alone, please remember that she handed me a formal warning that threatened potential legal action. The Customer Service Manager who met all of us at the arrival gate stated that while he was shocked by the story we all told in unison, also mentioned that the warning letter was a serious matter that had to be investigated by multiple entities. I ask the readers of this blog how they'd react after being told that by this Senior Manager, especially if they had literally millions of frequent flyer miles with this airline, as I do.
I'm happy to hear that the airline not only dealt with the situation immediately, but also apologized to those who witnessed what happened. As for passengers showing so much support to a fellow cabin mate, I've seen it time and time again. It does happen. More often than you'd think. Whenever something out of the ordinary happens on a flight - whether it be to the crew or to another passenger - there's always a special bond that forms between those who were once strangers. It's always nice to know that people really do care about others. I'm glad the "orange juice" passnger wrote in and set the record straight. I know many of you had questions, as did I. Something tells me we won't be hearing Helen's side of the story. That's probably a good thing. Hope your next flight is a good one!
So....any chance there's a passenger out there who might actually have a good airline / flight attendant story to share?
Photos courtesy of kappuru and thezipper
Filed under: Food and Drink, Airlines, Transportation, Galley Gossip
Reader Comments (Page 3 of 3)
Ivan Dec 17th 2009 3:54PM
On a flight from Chicago to San Fransisco 2 years back with my then 2 year old daughter. I can't remember the attendants name, but he was awesome! Warm to hot water for the bottle? Right away. Extra blanket? Faster than I could dig out out of the diaper bag. Finding spots in the over head compartment for all the 'kid stuff' you have to take everywhere? He found a place to put it and get it back at the end of the flight. Little one hungry for a snack? He had it ready. That was a really excellent flight. Even with the two 2 year old.
acrophobe Dec 18th 2009 6:08PM
Frankly, I don't care if the flight attendant felt provoked, her reaction was uncalled for and abusive toward everyone else on the flight.
Flying is stressful to begin with. If a crew member started yelling at passengers in a situation where there was no way out, she created a hostile environment. She’s the one who should be charged. If she cannot handle her job stress better than that, she’s in the wrong damn field. Dealing with what she perceived as a problem customer comes with the territory in service professions.
acrophobe Dec 18th 2009 6:13PM
Frankly, I don't care if the flight attendant felt provoked, her reaction was uncalled for and abusive toward everyone else on the flight.
Flying is stressful to begin with. If a crew member started yelling at passengers in a situation where there was no way out, she created a hostile environment. She is the one who should be charged. If she cannot handle her job stress better than that, she is in the wrong damn field. Dealing with what she perceived as a problem customer is standard procedure in service professions.
Shellbell Dec 19th 2009 3:13PM
Privilage ...sigh...I have a lot of great stories/experiences when flying. We fly as much as we can with our 2 year old & 5 year old from DFW as we an AA family. We go all over the nation to visit our families since we are at DFW just for AA. We are thankful for our jobs...altho we are still on a 30% pay cut and a scary future.
We make sure our children are occupied with toys and Dimetapp so they go nite-nite. Altho I gatta say the Dimetapp did not work when I was flying as a new mom with my 2 month old on a leaky, old TWA Super 80. As we descended and she screamed in pain I had two FA and surrounding pax try to help calm down my newborn. (I found out you can't force a bottle on a screaming baby even tho you try to explain to her it will make it better). When we landed and she instantly stopped crying, it was my turn for a few tears plus gratitude and apologies to those around me.
I've witnessed a lot of pax in first class behaving as if they deserve better treatment then those in back. (***Disclaimer *** I have also seen a lot of nice people in first too and yes, they are the majority). Pleeaase its an airplane ride not a lifelong commitment.
For example during Thanksgiving 2009 en route to STL there was a medical emergency in the last row and when they asked for a doctor on board, I watched with raised eyebrows as the cardiologist in first class seemed reluctant to volunteer himself. Must be all the paperwork involved? He eventually made his way to the back to assist the distressed pax with chest pains. Kudos to the flight crew for their professionalism regarding that emergency. But wait, my eyebrows were raised again by this cardiologist. He goes back to first class and an hour later when it was okay for us to disembark, guess who held up the line as he organized himself? For like 3 minutes? (I kept track becuz my two year old is getting potty trained and she kept saying, "Mommy I got to go potty noooooow...)
A couple of years ago I was flying confirmed on an AA ticket in row 9 on a Super 80. We were getting ready to descend and a FA discreetly asked me if I would move back five rows so a connex pax could make his flight. I didn't think twice and moved, no problem. The FA thanked me by giving me a vomit bag full of mini's...she went over the top and I love sharing that story.
On a SWA flight we were descending and a elderly gentleman was having a difficult time in the restroom. Two FA had to help him by pulling up his pants and buckling his belt as the poor guy was in the galley way with his pants undone. The SWA FA were professional and polite as they guided him to his seat on our bumpy ride to the tarmac.
My vote is for Helen to retire so someone who wants a job can take her place.
Nikki Dec 31st 2009 2:28AM
Well Alan is right. An FA is as much a member of the Flight Crew as the Ca and FO. Don't demean their authority. I've known great flight FA's and I've known some really bad ones, but at the end of the day they are the ones that are keeping you safe on board those air crafts. They all deserve your respect, not only for watching out for your well being and safety , but in addition providing you with your pillow, your drinks, they sell you head phone because you forgot yours, they listen to your complaints about the horrible food, and some even have to lift your bags for you.
Now here is a great experience I have had form American Airlines. About 2 years ago i took a trip to Europe. On the day I was to leave I was servicing the potable water for my own Airline and seriously burnt my hand. Burnt hand and all i decided i would still take my vacation. The Ticket Counter Agent was so great helping me and my one hand check in, and gave my boyfriend a gate pass to help me to the gate. The Gate Agent re arranged my seat so there was nobody sitting next to me to bump my injury. And the FA's were wonderful constantly refilling my ice packs so I didn't have to suffer. I know ice isn't in great abundance in the catering carts, but somehow they made a horrible painful trip somehow bearable. On my return trip I saw some of the same Flight Crew up at the Gate while waiting for my connection, they all asked how my hand was... They saw how many other pax in the course of 2 weeks? And they still remembered me and asked how I was feeling...