From the "What Would You Do" File: AA Cancels Flight Due To Hostile Pax

[TknoFlyer]

American Airlines Cancels Flight Due to Hostile Passengers

If you were PIC, would you have departed with the pax?

 

[poadeleted20]

Insufficient factual data to say.

 

[jmaynard]

This seems to fall into the category of "better to be on the ground wishing you were flying than the other way around". Based on what the passengers were saying, I'd have been nervous about the safety of the flight crew once airborne. That's reason enough not to go.

 

[qbynewbie]

This seems to fall into the category of "better to be on the ground wishing you were flying than the other way around". Based on what the passengers were saying, I'd have been nervous about the safety of the flight crew once airborne. That's reason enough not to go.

I agree.

I fly commercial all the time. It's time passengers started growing up and acting like adults again.

 

[SCCutler]

Captain's call - if it was bad enough for a pro pilot like that to decide not to fly, it had to have been pretty bad. Note, also, that it would have been the cabin crew's mess to deal with once the flight was underway, so I respect the Captain backing up the cabin crew.

 

[KennyFlys]

I'd like to know why the crew was late. Then, why wasn't AA attempting to placate the passengers when the crew failed to show on time? Too much is missing but AA and its crew have the bulk of fault here.

Particularly with regard to where their baggage ended up. Typical!

 

[Auburn_CFI]

I'd like to know why the crew was late. Then, why wasn't AA attempting to placate the passengers when the crew failed to show on time? Too much is missing but AA and its crew have the bulk of fault here.

Particularly with regard to where their baggage ended up. Typical!

I would venture to guess that it was a crew rest issue or some sort of inbound delay. I would venture further to say that the delay was out of the crew's control. I think the CA did the right thing. The CA has to think about the safety of the Flight Attendants once airborne. Without anymore information I can't opine much more but I would say that you are incorrect in assuming the crew shares any of the fault. I would say the bulk of the fault would lay in the adults who cannot be patient for 1.5 hours without getting unruly and acting like children.

 

[ScottM]

I'd like to know why the crew was late. Then, why wasn't AA attempting to placate the passengers when the crew failed to show on time? Too much is missing but AA and its crew have the bulk of fault here.

There is much missing from the story. As Ken said why was the crew late and what was the ground staff doing to communicate what was happening to the waiting pax? Seems the situation may also be the fault of AA ground staff not dealing with their customers in a fair way as much as it could be unruly pax.

In group situations frustration leads to behaviors in people that they normally would not do if they were alone. This riot control 101, separate people, keep them placated. Best way to do that, give them a food voucher and tell them to come back in 30 minutes.

 

[wsuffa]

I would say the bulk of the fault would lay in the adults who cannot be patient for 1.5 hours without getting unruly and acting like children.

There is much missing from the story. As Ken said why was the crew late and what was the ground staff doing to communicate what was happening to the waiting pax? Seems the situation may also be the fault of AA ground staff not dealing with their customers in a fair way as much as it could be unruly pax.

In group situations frustration leads to behaviors in people that they normally would not do if they were alone. This riot control 101, separate people, keep them placated. Best way to do that, give them a food voucher and tell them to come back in 30 minutes.

Not enough information here to draw a conclusion.

As Scott noted, the lack of communication by ground staff is a huge problem. Is there food in the terminal? Was TSA particularly obnoxious? If this was Miami, the terminal alone was enough to drive people batty.

Some kind of a gesture on the part of the ground crew (other than "well, we've posted an hour delay, it may be more, it may be less) would have gone a long way. A $10 food voucher to each passenger would improve blood sugar levels and shown that the airline were interested in passenger comfort. Instead, the passengers are reminded of the 4 hours of captivity on AA last year.

Pack people together, treat 'em like animals, and you're surprised that they growl? New Yorkers?

My bet is that both the passengers and the airline carry part of the blame.

 

[Teller1900]

All else held equal, who would think it's a good idea to boo your pilots (let alone boo another human). That's about as smart as calling the guy at the drive-thru a nerd before you get your food.

As AuburnCFI said, there was probably a crew rest or late connection issue here; either way it wasn't the crew just sitting around leisurely enjoying their coffee until they felt like working...if that was the case, they would have been doing a carpet dance for the chief pilot long before they'd have a chance to cancel the flight. So, to boo someone because they showed at the absolute soonest they were legal to work...ridiculous.

I fly commercial all the time. It's time passengers started growing up and acting like adults again.

Exactly!! People talk about the passenger bill of rights...ok, what about the passenger code of conduct to go with it?

As far as the gate agent communication and food vouchers...no doubt there's almost always a lack of communication at the gate, but yelling, swearing, and booing (in other words, acting like a third grader) aren't going to make them divulge any more information. And it's not just AA that has this issue, it seems to be pandemic across just about all the gates and airports I've been to recently. I think, in part, it has to do with the fact that people tend to flip out MORE if you give them any explanation than they do if you just say "we're delayed." And the food vouchers...it'd be nice, but this goes back to the whole ticket price/service discussion we've had so many times. The ticket price doesn't cover the cost of gas for the flight, no way it'll cover comp-ing 100+ people food every time a flight is delayed. Pay bare minimum price, expect bare minimum service.

 

[KennyFlys]

The airline did not provide any explanation to the passengers. The crew did not appear to apologize nor provide any explanation. There's already a backlash given events over the last year. Look at the current law suit and it's just beginning. There's a lot more to come out of that not currently available.

Nope, sorry. The passengers have every right to be ticked. The crew had every opportunity to speak to the passengers upon their arrival and to make even an apology upon arriving at the gate not to mention on the aircraft's PA system. Did that happen? Apparently, not.

Were the passengers civil? I don't see any record of anyone being removed from the plane or any pending investigation of passengers. But, they were reasonably upset.

It could have been fixed on the spot. It wasn't. Instead, the stupidity of AA allowed them to spend a substantial amount on hotel accommodations for stranded passengers.

 

[dmccormack]

In group situations frustration leads to behaviors in people that they normally would not do if they were alone. This riot control 101, separate people, keep them placated. Best way to do that, give them a food voucher and tell them to come back in 30 minutes.

Yep -- that works.

Better yet a voucher for the Marriott Residence or Hilton Garden Inn.

 

[Auburn_CFI]

The airline did not provide any explanation to the passengers. The crew did not appear to apologize nor provide any explanation. There's already a backlash given events over the last year. Look at the current law suit and it's just beginning. There's a lot more to come out of that not currently available.

Nope, sorry. The passengers have every right to be ticked. The crew had every opportunity to speak to the passengers upon their arrival and to make even an apology upon arriving at the gate not to mention on the aircraft's PA system. Did that happen? Apparently, not.

Were the passengers civil? I don't see any record of anyone being removed from the plane or any pending investigation of passengers. But, they were reasonably upset.

It could have been fixed on the spot. It wasn't. Instead, the stupidity of AA allowed them to spend a substantial amount on hotel accommodations for stranded passengers.

You haven't heard the airline's side of the story yet. One person in the video did remark that several passengers were getting out of hand with the gate agents and it was scary. Normally when a late crew situation occurs you want to get on the plane as quickly as possible to expedite departure not waste time at the gate speaking to already irate passengers. Not to mention, I am not putting my FA's in the back with passengers have shown the propensity to use violent or obscene language with a gate agent and boo the flight crew who are there to serve them. Keep in mind this wasn't a terribly lengthy delay, it was 1 hour and 15 minutes. While that isn't what you want it isn't like they sat in the airport for half the day waiting on the crew.

There wasn't anyone removed from the plane because they never boarded the plane. How do you define reasonably upset? I think they were immature and terribly unreasonable. You haven't heard all of the facts and you are ready to hang the crew.

 

[KennyFlys]

You haven't heard the airline's side of the story yet. One person in the video did remark that several passengers were getting out of hand with the gate agents and it was scary. Normally when a late crew situation occurs you want to get on the plane as quickly as possible to expedite departure not waste time at the gate speaking to already irate passengers. Not to mention, I am not putting my FA's in the back with passengers have shown the propensity to use violent or obscene language with a gate agent and boo the flight crew who are there to serve them. Keep in mind this wasn't a terribly lengthy delay, it was 1 hour and 15 minutes. While that isn't what you want it isn't like they sat in the airport for half the day waiting on the crew.

There wasn't anyone removed from the plane because they never boarded the plane. How do you define reasonably upset? I think they were immature and terribly unreasonable. You haven't heard all of the facts and you are ready to hang the crew.

Yes, where is the airline's story? They sure didn't put much effort into a public explanation at the time nor after. Sorry, until I see otherwise, I'm going to go against the grain on this one. Airlines have an ever increasing habit of ticking off those they exist to serve.

Given the standard is showing up 45-90 minutes before flight, 75 minutes late to the gate is significant.

Was it a crew rest issue? That should have been known the moment that particular crew came off duty on the previous flight. So, how many hours did AA have to remedy the situation?

It doesn't take more than sixty seconds for the captain to stand at the counter and apologize to the waiting passengers. Imagine the credit that would brought him or her? "We had a situation beyond our control. I'm terribly sorry for the delay and I hope you won't let this tarnish your impression of the service I and my crew want to provide. Please excuse me while we get ready for departure. We'll have you boarded very shortly." A moment with some personal words of the one directly providing the service does wonders for the image. You demonstrated you're not just a cog and you sincerely want to provide the service they expect.

If that's too much for AA to demonstrate, maybe they need to sell out to Southwest.

 

[Tristar]

I don't quite understand the cheering thing though. I flew out of Chicago yesterday and although the crew was not late, the flight had to be delayed. Originally the flight was supposed to depart at 8:50 but we didn't get off the ground until 10:30. Delays are not something we appreciate but it happens. When it comes to the crew arriving from another flight or weather, there is just nothing you can do about it. Unfortunately, there are thousands of flights every day and hundreds of thousands of passengers to go with it, you just can't make everyone happy.

As far as my vote, there isn't enough information to decide whether I'd go or not.

 

[wsuffa]

I think, in part, it has to do with the fact that people tend to flip out MORE if you give them any explanation than they do if you just say "we're delayed."

Not true in my experience. Granted that the gate agent doesn't always know the reason, but if you give the passengers reasonable information they can make a decision to go get food, use the toilet, or make a phone call to the party meeting them at the other end.

Instead, the common practice these days is to have the gate agent say "it's going to be late, but don't you dare leave the gate area or we may leave without you". If there's food/drink right at the gate area, this is no big deal. If the rest rooms or food are 7-8 gates away, this is a real problem.

I think you'd be surprised at how well it can go when passengers are given information & can use that information to make alternate plans. Knowledge is power, and providing the information to the masses empowers them.

Some of us have taken to gathering information from other sources (flightstats, airline websites, etc, etc) so we have little reliance on the ground personnel. For me, it's meant the difference between getting home or not (including reserving a rental a car to drive DFW-SAT when it was clear from the totality of information that we were going to be late so late as to miss connections, yet the on-board and ground crews were still saying "all connections are good").

And the food vouchers...it'd be nice, but this goes back to the whole ticket price/service discussion we've had so many times. The ticket price doesn't cover the cost of gas for the flight, no way it'll cover comp-ing 100+ people food every time a flight is delayed. Pay bare minimum price, expect bare minimum service.

Guess the nimrods at AA figured that out for this flight Instead of simple meal vouchers, AA got to pay for hotel rooms.

Again, it's a judgement call.

You haven't heard the airline's side of the story yet. One person in the video did remark that several passengers were getting out of hand with the gate agents and it was scary. Normally when a late crew situation occurs you want to get on the plane as quickly as possible to expedite departure not waste time at the gate speaking to already irate passengers.

Can't take 30-60 seconds? That would surprise me. I've seen it done - with very good results. ("Hey folks, we understand that we're running late due to the weather affecting our inbound flight. We want to get you to La Guardia just as safely and quickly as we can. Rest assured that the crew also wants to get there as soon as we can, so we're right there in it with you. We'll do whatever we can to make live easier for you, but we'd like your help in hurrying us out of here. More once we get on board.") Not a lot of crews will do that, but the ones that do end up with a much more cooperative set of passengers. In fact, I saw that kind of statement calm down an entire cabinload of folks one night... (except one guy that mouthed off - and everyone else thought he was a jackass).

Not to mention, I am not putting my FA's in the back with passengers have shown the propensity to use violent or obscene language with a gate agent and boo the flight crew who are there to serve them. Keep in mind this wasn't a terribly lengthy delay, it was 1 hour and 15 minutes. While that isn't what you want it isn't like they sat in the airport for half the day waiting on the crew.

There wasn't anyone removed from the plane because they never boarded the plane. How do you define reasonably upset? I think they were immature and terribly unreasonable. You haven't heard all of the facts and you are ready to hang the crew.

Were the facts to support the fact that the passengers were going to be violent or troublemakers on-board, it's perfectly reasonable to reach the decision to cancel. But, I'd like to see the facts before drawing a conclusion.

You might also consider how much madder they'll be if you cancel.

Having said that, I also see most of the comments here as pointed commentary on AIRLINE management, not the particular CREW. Last I checked, many crews share a similar opinion of management.

 

[KennyFlys]

Having said that, I also see most of the comments here as pointed commentary on AIRLINE management, not the particular CREW. Last I checked, many crews share a similar opinion of management.

While I spoke to that particular crew, management should have stepped up long before an hour had come and gone. I don't know what was in the minds of the air crew but a very short statement might have mitigated much of the wrong already committed by poor management along with the gate agents.

 

[Teller1900]

I don't necessarily disagree with you, on whole, but there are a few points I would contend with.

Not true in my experience. Granted that the gate agent doesn't always know the reason, but if you give the passengers reasonable information they can make a decision to go get food, use the toilet, or make a phone call to the party meeting them at the other end.

Instead, the common practice these days is to have the gate agent say "it's going to be late, but don't you dare leave the gate area or we may leave without you". If there's food/drink right at the gate area, this is no big deal. If the rest rooms or food are 7-8 gates away, this is a real problem.

I think you'd be surprised at how well it can go when passengers are given information & can use that information to make alternate plans. Knowledge is power, and providing the information to the masses empowers them.

Some of us have taken to gathering information from other sources (flightstats, airline websites, etc, etc) so we have little reliance on the ground personnel. For me, it's meant the difference between getting home or not (including reserving a rental a car to drive DFW-SAT when it was clear from the totality of information that we were going to be late so late as to miss connections, yet the on-board and ground crews were still saying "all connections are good").

I don't disagree for a second about the lack of communication from the gate. I can't explain it, and it has always baffled me. Never the less, yelling at the agents and the pilots isn't going to help. As Auburn said, when we're late, all we want to is get to the plane and get things going...and much of the time that's all the passengers want.

That said, when we're delayed, I do my best to stay in the terminal and explain why. Low ceilings/vis, mx, etc. I'd say 80% of the time, I do my best to explain the problem and some cuts me off, gets in my face, and then asks me the real reason for the delay. When I don't know how long it's going to be (because it's weather and I'm not God or it's mx and I don't have my A&P) they tend to yell at me about how worthless the airline is and how uncooperative everyone is. So after a certain point, it's easier to just not bother and go do our jobs prepping the plane for departure.

The airline employees are going to say anything, either, because A) most of the time they don't know, and B) the second they say it's going to be a three hour dely go get food, the problem is solved and now the person is even more ****ed off and asking for a manager because they thought they could leave the airport instead of just going down to the end of the terminal for dinner and missed their flight. It's damned if you do, damned if you don't, so they just take the easy option and cover their own butts (don't know, but don't leave).

Guess the nimrods at AA figured that out for this flight Instead of simple meal vouchers, AA got to pay for hotel rooms.

Again, it's a judgement call.

You're absolutely right, in this case it bit them in the butt. But if they gave free stuff to everyone every time there was a delay, and not even a huge delay, they wouldn't last one summer's day on the east coast. It sucks that they can't, and there are times that I wish they would help out more, but sometimes they just have to draw the line. Trust me, I'll be the first one to tell you that management is being a tool, but there are some things they just can't do.

Can't take 30-60 seconds? That would surprise me. I've seen it done - with very good results. ("Hey folks, we understand that we're running late due to the weather affecting our inbound flight. We want to get you to La Guardia just as safely and quickly as we can. Rest assured that the crew also wants to get there as soon as we can, so we're right there in it with you. We'll do whatever we can to make live easier for you, but we'd like your help in hurrying us out of here. More once we get on board.") Not a lot of crews will do that, but the ones that do end up with a much more cooperative set of passengers. In fact, I saw that kind of statement calm down an entire cabinload of folks one night... (except one guy that mouthed off - and everyone else thought he was a jackass).

Like I said, sometimes it works, a lot of the time it just gets you yelled at, and if you're already showing to work on reduced rest (that's 8 hours since you walked off the plane) it's the last thing you want to deal with. Could it have been handled better - sure. Is this the crew acting unreasonable - not necessarily. Chances are they would have said something on the PA in the plane, but it never got that far. Instead they walked in the building to a room full of schmucks...it's hard to want to stand in front of that crowd and answer questions when they're not going to like the answer anyways. People think all pilots work 3 days a month and get paid six figures, so when you tell them they're delayed because you didn't get enough sleep last night...doesn't work too well.

Were the facts to support the fact that the passengers were going to be violent or troublemakers on-board, it's perfectly reasonable to reach the decision to cancel. But, I'd like to see the facts before drawing a conclusion.

They were booing the crew. That's not unruly? I know they're New Yorkers, but this wasn't a Yankees game...it was a public place. Chances are they had been abusing the gate agents for some time. Pilots don't come to this kind of decision easily, we know management isn't going to back us up most of the time.

You might also consider how much madder they'll be if you cancel.

I'd rather they be mad on the ground than mad in the back of my plane at 23,000 feet.

Having said that, I also see most of the comments here as pointed commentary on AIRLINE management, not the particular CREW. Last I checked, many crews share a similar opinion of management.

+1 here. It sounds like it was SOP for the airline folks, and it just so happens this group of passengers got ****ed about the bad SOPs and suffered the consequences of making their displeasure known to the crew instead of management.

 

[Auburn_CFI]

One further thing about the crew not stopping to speak to the passengers: They could have been up against timing out and minutes could have counted. They were already running late and this could be an explanation as well.

 

[KennyFlys]

One further thing about the crew not stopping to speak to the passengers: They could have been up against timing out and minutes could have counted. They were already running late and this could be an explanation as well.

Stop and wind the clock...

 

[wsuffa]

+1 here. It sounds like it was SOP for the airline folks, and it just so happens this group of passengers got ****ed about the bad SOPs and suffered the consequences of making their displeasure known to the crew instead of management.

To be real blunt, you all are the face of the airline to the passengers. Whether you like it or not, you represent the company to the customer. Just like the check-out person or stock clerk at the supermarket, or the phone person in India, or the DMV clerk at the desk.

Yeah, I understand that customers get angry. And I do know why.... been there, done that, missed many meetings in the 3+ million miles I've flown somewhere in the back of that bus you're driving.

Anyone in the "customer service" business that doesn't want to deal with the customer, or lies (and I've had airline folks outright lie to me - and I've called 'em on it) might well be better served in a different line of work.

Remember that *regardless* of how little control you have over scheduling, weather, ATC, or management weenies... you ALWAYS have more control than the pax. And WITHOLDING (even with good intentions) information just means that passengers have even less control of their own destiny.

As for expenses: Weather or ATC delays? The airline really doesn't owe the passengers a meal, etc. Crew scheduling (and that includes "insufficient crews") or mechanical? The airline does owe the passengers something - ESPECIALLY if they don't want the pax to leave the gate area and they're going to supply no food on board. Low blood sugar is a bad thing.

I don't defend the passengers - riding in back, I've seen my share of boorish behavior. Don't even get me started there. As for me? I learned long ago that "please" and "thank you" and nice questions get far better results (not to mention that the airline folks carry the ultimate power of denying boarding or calling the cops.... again, power that's SOMETIMES - not always - SOMETIMES is used inappropriately).

I just urge you and your brethern to put yourself in the passenger's position each time you look at something like this, as passengers ought to see your view. Remember that they PAID for a service that might not be being delivered, and certainly not in a timely manner. Your fault? Nope. Management's fault - may well be (especially if "ignore the customer" is a corporate value). Regardless, you're closer to management than anyone else.... they're hiding in the ivory tower.

Again, I don't condone bad behavior - by either side of the counter. And no, you shouldn't have rowdy people in the air... I'd bet, though, based on past experience, that the plane starts moving (progress toward the goal) and people become much happier.

Sorry for the rant. Ask me sometime why I don't fly UA or US.... you might find that instead of getting mad, I take my business somewhere else.

 

[ScottM]

To be real blunt, you all are the face of the airline to the passengers. Whether you like it or not, you represent the company to the customer. Just like the check-out person or stock clerk at the supermarket, or the phone person in India, or the DMV clerk at the desk.

Yeah, I understand that customers get angry. And I do know why.... been there, done that, missed many meetings in the 3+ million miles I've flown somewhere in the back of that bus you're driving.

Anyone in the "customer service" business that doesn't want to deal with the customer, or lies (and I've had airline folks outright lie to me - and I've called 'em on it) might well be better served in a different line of work.

Remember that *regardless* of how little control you have over scheduling, weather, ATC, or management weenies... you ALWAYS have more control than the pax. And WITHOLDING (even with good intentions) information just means that passengers have even less control of their own destiny.

As for expenses: Weather or ATC delays? The airline really doesn't owe the passengers a meal, etc. Crew scheduling (and that includes "insufficient crews") or mechanical? The airline does owe the passengers something - ESPECIALLY if they don't want the pax to leave the gate area and they're going to supply no food on board. Low blood sugar is a bad thing.

I don't defend the passengers - riding in back, I've seen my share of boorish behavior. Don't even get me started there. As for me? I learned long ago that "please" and "thank you" and nice questions get far better results (not to mention that the airline folks carry the ultimate power of denying boarding or calling the cops.... again, power that's SOMETIMES - not always - SOMETIMES is used inappropriately).

I just urge you and your brethern to put yourself in the passenger's position each time you look at something like this, as passengers ought to see your view. Remember that they PAID for a service that might not be being delivered, and certainly not in a timely manner. Your fault? Nope. Management's fault - may well be (especially if "ignore the customer" is a corporate value). Regardless, you're closer to management than anyone else.... they're hiding in the ivory tower.

Again, I don't condone bad behavior - by either side of the counter. And no, you shouldn't have rowdy people in the air... I'd bet, though, based on past experience, that the plane starts moving (progress toward the goal) and people become much happier.

Sorry for the rant. Ask me sometime why I don't fly UA or US.... you might find that instead of getting mad, I take my business somewhere else.

Bill I agree with everything you are saying here. I have had my share of death tube rides 3 million miles on one airline alone and near a million on another. A little bit of customer service goes a long way. Far too often it seems that airline employees, and I am going to lump crew in here because I have heard this from a pilot, forget that the people riding in the back

PAID for a service that might not be being delivered, and certainly not in a timely manner.

. I have had airline employees that we don't pay enough to "deserve better service"

To the airlines I say; I paid what you asked for and expect you to deliver what you promised.

I saw a UAL pilot about two months ago come out and tell the pax that he did not like the way an item was repaired on the plane. He said tot he pax, the company thinks it is good enough and I do not. Were people happy the flight was going to be delayed by several hours, no. But they were happy they got the straight story. Those of us with airline savvy were able to leave and get re-booked on another flight. The gate agents made those less savvy wait. Those people were the ones that got angry.

 

[flyersfan31]

Think it was an accident that the bags ended up at JFK?

 

[wsuffa]

I have seen them more than once delay flights in 15 minute increments instead of announcing a known lengthy delay to keep pax from asking to be rebooked on another flight or airline.

And that reason was the final straw that took my $50,000 a year (at the time) in business away from UA. When it became apparent that our flight would be late, I asked the GA whether or not it would be close enough to make the connection as I had an early morning meeting, and if not, I asked him to put me on TWA. They *could* have gotten me home on a TWA flight, instead they waited until the TWA flight closed before announcing a 2+ hour delay through ORD. The agent just grinned at me with a "gotcha" look.

The late flight blew the connection, left me stuck at ORD, and got me back too late to make a meeting that nearly cost my consulting firm an important client.

Oh, and I wasn't on a $200 cheapie ticket, either, it was closer to $1000 from DC to Lincoln, NE.... in coach.

 

[rubber314chicken]

people need to realize that pilots don't always sit around all day waiting for their flight. I've seen a number of flights where boarding was delayed because the crew was on a fight arriving a little late.

 

[t0r0nad0]

people need to realize that pilots don't always sit around all day waiting for their flight. I've seen a number of flights where boarding was delayed because the crew was on a fight arriving a little late.

I have also seen this, but I'm going to tell two very positive stories (I think this thread can use a couple).

I was flying on DL one time, which I'm no fan of, but this one employee raised their stock, in my book. The flight which I was on was going to be delayed, and the gate agents were feverishly working on taking care of pax questions, rebooks, etc. The crew arrived and prepped the plane, then gave word that they were ready to board. The two GA's were still busy helping people at the desk, so an off-duty DL employee who was non-revving on the flight with her two children went up to the desk, spoke to the GA, and then went over to the door and started the process of boarding the flight! This lady was just trying to get from A to B with all of us, and she volunteered her time to help out and make the process go more quickly and smoothly.

Second story: I was on a CO flight from CLE to IAH (hub to hub). It was the last flight of the day, so it was basically an employee shuttle. The crew assigned to work the flight were delayed on an inbound aircraft, so all of the other FA's and pilots who were dead-heading pitched in and prepped the cabin for departure. Everyone boarded the plane, and when our actual crew got there, the pilots preflighted the plane and we left.

Granted, in these two stories, the off-duty employees were still acting in their own better interest, but I thought it was very good to see them pitch in and help when not getting paid for it.

 

[rubber314chicken]

I have also seen this, but I'm going to tell two very positive stories (I think this thread can use a couple).

I was flying on DL one time, which I'm no fan of, but this one employee raised their stock, in my book. The flight which I was on was going to be delayed, and the gate agents were feverishly working on taking care of pax questions, rebooks, etc. The crew arrived and prepped the plane, then gave word that they were ready to board. The two GA's were still busy helping people at the desk, so an off-duty DL employee who was non-revving on the flight with her two children went up to the desk, spoke to the GA, and then went over to the door and started the process of boarding the flight! This lady was just trying to get from A to B with all of us, and she volunteered her time to help out and make the process go more quickly and smoothly.

Second story: I was on a CO flight from CLE to IAH (hub to hub). It was the last flight of the day, so it was basically an employee shuttle. The crew assigned to work the flight were delayed on an inbound aircraft, so all of the other FA's and pilots who were dead-heading pitched in and prepped the cabin for departure. Everyone boarded the plane, and when our actual crew got there, the pilots preflighted the plane and we left.

Granted, in these two stories, the off-duty employees were still acting in their own better interest, but I thought it was very good to see them pitch in and help when not getting paid for it.

yea, the second time it happened, they got some flight attendants waiting for their flight to board us, and when the actual crew arrived we got out of there pretty fast.

 

[wsuffa]

I have also seen this, but I'm going to tell two very positive stories (I think this thread can use a couple).

..............

Granted, in these two stories, the off-duty employees were still acting in their own better interest, but I thought it was very good to see them pitch in and help when not getting paid for it.

And in that same, positive light, I've seen a couple of times on Delta and Southwest where off-duty flight attendants have pitched-in and helped when the plane was packed and it was clear that service to everyone would not be possible (turbulance in one case, short flight in another).

They weren't even acting in their own self-interest... but in the interest of the passengers and airline.

Kudos to them for their actions....