I just watched one of those irresistible airport videos. An airline staffer used the F word to a passenger. The staffer had demanded to see her boarding pass, not at check in but randomly. The passenger refused, said she had to make her plane and continued on to check in. Then came the F word. What can you do if an airline staffer treats you discourteously or even gray area illegally?
Not much is the answer. Once on the plane or in the airport, you are no longer in control is the conclusion.
Some of these rough situations occur because of using the bathroom in the wrong cabin or at the wrong time (seat belt times) on the plane. All bathrooms are available to all passengers? Airlines use the word “should” not cannot use the bathroom in a different cabin class. For domestic flights or smaller planes, bathrooms are up for grabs. On international flights, each airline has different rules; most require you to stay in your cabin area. The rule is often loosely enforced.
Tell yourself airline staff is under pressure. You are too. Airline staff has strong unions. You have none. Airline staff will support each other. You are a solo flyer.
Stay calm and try not to respond aggressively. Make every attempt to see the employee’s name tag; you can ask for a name, but they might refuse. In my experience with an aggressive staffer, he refused to give me his name. I asked the purser (the in flight boss!), she also refused. I then asked the purser to arrange for an apology from the staffer. He got nastier; see below. Bottom line, airline staff know your name; you will rarely get theirs, one exception is United which uses name plates with first and last name.
Step 2
Note down the description of the staffer. In my case, 40ish, male, dark hair, no face hair, English speaking, not tall, and servicing seats xxx through xxx.
Note down who else heard the altercation. In my case, he whispered the second set of comments which made it even more threatening. So no witnesses. Even if you have witnesses, they are unlikely to support you, for fear of being black listed or being threatened along with you.
Step 3
You can write to the airline. To be effective get the bosses’ emails off the internet. Yes you can 99% of the time. OR send a certified letter to the Customer Service Head of your airline. Include flight number, seat number, the exact time, if you spoke to the purser and that exact time, other seats where the situation was heard or you think it was heard, and the full description of the airline person. Do your ask. My ask was an apology from the airline.
Step 4
The relentlessly uncomfortable part. If you were me, you fly the same route all the time. You now enplane with fear, you until you clarify which staffer is in your area.
We are not talking assault. However, once you choose that airline and book, you have every right to expect neutral or even pleasant service. The industry is called hospitality for a reason. If officials do not answer, now send your complaint to Department of Transportation’s Aviation Consumer Protection.
I’m still waiting to encounter that employee on a flight to Mexico City. He won’t remember me when I pleasantly ask for his name. Bingo.
Travel tips from The Women’s Travel Group, award winning tours for women. We include all group exclusions. You will never be stuck alone. for information about upcoming Scotland/Ireland, Sicily or Mexico City tours, email us here. Share your situations with us, maybe we can help or advise you.
