It looks as if the airlines have no intention of loosening their inflexible change fee requirements to prevent a Swine Flu outbreak on planes. The Federal Aviation Administration confirmed that it has begun testing hand sanitizers for flammability, and at least one source close to the agency says carriers intend to deploy bottles of the gel on their planes as flu season gets underway.
That’s right, the airline industry’s answer to the H1N1 problem is apparently Purell on planes.
Charlie Leocha of the Consumer Travel Alliance explained what should happen this flu season in a recent op-ed.
So far, the airline industry’s sole response has been to remove pillows and blankets from many aircraft. Plus, spokespersons for the airlines have said, “If you are sick, stay home.” Yet, our airlines are actually punishing passengers who choose to not fly when infected. The airlines can and should change policy to help slow the spread of H1N1.
Just today, Leocha followed up with a letter from a Delta Air Lines passenger infected with H1N1. She was told to pay a $200 change fee — or fly while infected. The reader’s husband had a few words for Delta:
The policy of charging customers under these circumstances is founded on a cynical assumption that the customer is dishonest (potentially lying about her illness), and puts the burden of proof on a person who is extremely ill to disregard medical best practices and endanger others at the same time. While we have chosen to absorb Delta’s flight cancellation fee, it is inevitable that some Delta passengers will choose [to fly] since it is cheapest, exposing other Delta passengers to the flu.
Curiously, the airline industry’s reluctance to ease up on its profitable change fees contradicts advice from the Centers for Disease Control for its own air crews. From the advisory:
If you are sick with flu-like illness, CDC recommends that you stay home for at least 24 hours after your fever is gone except to get medical care or for other necessities (Your fever should be gone without the use of a fever-reducing medicine.) Keep away from others as much as possible. This is to keep from making others sick.
It probably goes without saying that if passengers are worried about H1N1, then their employees are really concerned. My colleague Heather Poole, herself a flight attendant, covered the Swine Flu fears earlier this year.
“Honestly, I have no problem helping sick passengers,” she wrote. “But at the same time I really don’t want to get sick and bring whatever it is they may have (or may not have) home to my son.”
Giving passengers a squirt of Purell is like handing a firefighter a bottle of Evian: Too little, too late.
But if this turns out to be part of an overall effort to keep passengers healthy on planes — an initiative that includes more flexible change fees, better training for crewmembers to spot H1N1 symptoms, and an awareness campaign for passengers — then I’ll be happy to eat my words.
Somehow, I doubt it is.
(Photo: authentiqONE/Flickr Creative Commons)
✓ Get the latest travel news, tips and commentary from Elliott’s E-Mail, the subversive newsletter from industry gadfly Christopher Elliott. You’ll travel like a pro. Sign up here. It’s free.
Sign up for my 
{ 2 trackbacks }
{ 26 comments… read them below or add one }
Just read on a reputable alternative health site that waterless hand sanitizers do NOT destroy viruses – so they wouldn’t do much in preventing H1N1 spreading on airplanes or anywhere else. Thorough hand washing physically removes pathogens and that is the strong point of hand washing. Hand sanitizers would just move them around but not actually remove them from your body part. At least using the hand sanitizer would help lower bacterial infections which are also spread by sick travelers.
Chris … Charlie chose a bad example to use and then compounded it with a deceptive title.
She’s sick but by their own admission not sick enough to seek medical treatment and hasn’t been diagnosed with any illness. So the gentlemen’s argument is my wife doesn’t feel well so you shouldn’t charge me a cancellation fee. He tries the scare tactic that she has a potentially deadly disease but he isn’t concerned enough to seek medical attention. I see a disconnect.
Sorry … A travel insurance policy won’t even cover this and yes he is asking Delta to forgo revenue. While the flight he’s currently on may not be sold out, that doesn’t mean that a future flight he wants to apply the credit to won’t be almost full.
I would love to see how the airlines respond to someone who is diagnosed with H1N1 and would like to change or cancel. If they fail then, you have a really good case.
Right now you have nothing other than Delta asking a flyer to prove that they are sick. Unfortunately to quote Gregory House “people lie,” so the airline simply wants proof from a disinterested party that she has the H1N1. I don’t think that’s too much to ask.
Who knows … Delta’s response to someone diagnosed with H1N1 might be to waive the change fee.
Hi Elliott,
I’ve been collecting your emails from the early stages and I think that more people should know about you and your devoted “field” work.
That’s why I am going to give you a little room in my ugly duckling of portals. Gladly!
Money would be better, as your family could wish instead. But nevertheless…
Best wishes to all,
PT
@Bunny – Exactly. Purell is an anti-bacterial, not an anti-viral.
Chris (Elliott),
The issue here isn’t just H1N1, but should apply when the passenger is infected with any infectious disease (ie tuberculosis, remember the Andrew Speaker case, SARS, influenza, or even strep throat). The list is almost limitless.
The right thing to do is for a sick passenger to stay home and delay travel plans. Some travelers will travel anyway, whether it is because they don’t want to forgo the financial penalties, really need to get there, or don’t care.
I second the notion that people “lie.” I see it every day in my line of work. The definition of “sick” and “emergency” are so subjective, that if the airlines had a liberal “policy” they would surely take a huge loss. Its funny how many people claim illness only to forget their own lie and you find out they were really running errands, etc.
The other problem with providing proof of H1N1, is that most health care providers are NOT testing specifically for H1N1. Some providers will use a rapid Influenza A+B test, but this is not standard practice. Would a doctor’s note be suffice?
Isn’t the core of the problem our old friend, that wonderful “yield management” feature? Alternatively, one could argue that this is a RISK that consumers take when purchasing NON-REFUNDABLE tickets.
Flew USAir LAX to CLT yesterday – first time I’ve seen the hand soap bottle in the lav go from completely full to completely empty.
Most places in the US are no longer testing most people for H1N1 anymore because it’s known to be widespread while there is minimal seasonal flu seen. Therefore, anyone with symptoms consistent with H1N1 is assumed to have H1N1. There are not enough resources to test everyone suspected of having H1N1, especially when the treatment wouldn’t change. In fact, our local hospitals and clinics are advising people with flu symptoms to stay home unless there are other problems arising with it. So not having a confirmed H1N1 diagnosis doesn’t mean that the person isn’t sick with it.
On the last flight I took with my daughter, the kid behind me had chicken pox. The mother said that the airline wouldn’t let them change their tickets to a later date without massive fees, so they were on that plane, infecting the rest of us. Until the airlines accept a doctor’s note as a reason for a fee free change, people will be infecting an entire plane because they can’t afford anything else.
Not only is is an anti-bacterial vs anti-viral as someone said, but I have heard to that the bacteria that this stuff kills is all the beneficial bacteria that our bodies actually really need to fight off infections! Our family does use anti-bacterial gel but we also take our daily Vidazorb chewable probiotics too to replenish the good guys!
I’m a libertarian-leaning, keep the government’s nose out of it sort of a guy, but this is a case where a government regulation or even law is appropriate in the interest of public health and preventing the spread of disease, just as regulating the sanitation of a restaurant is.
From the CDC website:
“What kills influenza virus?
Influenza virus is destroyed by heat (167-212°F [75-100°C]). In addition, several chemical germicides, including chlorine, hydrogen peroxide, detergents (soap), iodophors (iodine-based antiseptics), and alcohols are effective against human influenza viruses if used in proper concentration for a sufficient length of time.
*What if soap and water are not available and alcohol-based products are not allowed in my facility? Updated on Sept 14
If soap and water are not available and alcohol-based products are not allowed, other hand sanitizers that do not contain alcohol may be useful
you chose to buy a non-refundable fare. Yep – NON-REFUNDABLE.
YOU are sick – not the airline. The service is available – you are not physically able to fly comfortably. You are a viral factory infecting others with your illness.
You are an insensitive, inconsiderate lout. You have no right to be out in public with real human beings. How would YOU like it if I decided to infect all of your children with my illness days before their school vacation so you can be forced to abandon your plans because it is more convenient for me to fly while sick.
People – yes the airlines need to be more understanding illness when addressing flu and similar illnesses as part of the decision making process for waiving their fees. But thats not the case. Is it.
Or, you can buy a non-refundable ticket.
This is yet another example of how airlines don’t get it. Clearly Purell, nor any other anti-bacterial gel, can kill a virus. Hence the reason it says “Anti-Bacterial.” If the airlines are going to not allow passengers to change flights without a fee, then they should spend their money on masks. They should require any passenger appearing sick to wear a mask at all times during the flight. Additionally, they should have masks that passengers may wear. But then again, soon we will see a $5 for the first mask, $10 for the second one, and that the mask will count as one of your carry-on bags.
1) Anti-bacterial stuff does not killed viruses. It is not like giving a fire fighter a bottle of water, but like giving him a bottle of soap. Useless.
2) @ Joe: Yes, customers bought a non-refundable ticket. But why did they? Oh, because there are barely refundable tickets available. It is unfair to put all that burden on customers. You know as well as I that non-refundable ticket only exist to squeeze more fees out of customers.
3) This is another example of a situation where the airline industry shows that they have forgotten that they provide a *service*. They truly treat their passengers like cattle. Worse is their disregard for the health of their personnel. Let’s see what happens when 10-20% of personnel get ill and they don’t have enough personnel to fly anymore. “Ding dong: Sorry, your non-refundable flights have been canceled because flu patients infected your crew”.
Or even $2 for a handwash. Yeesh.
@Aimee – If you’d complained to an FA about the kid with chicken pox, they likely would have been removed from the plane. I know I read about a situation like that previously. As I recall, a family flew with their obviously chicken-pocked child, didn’t bother getting a doctor’s note to confirm that he was no longer infectious, then wrote Chris to complain when they were kicked off the plane. That said, with chicken pox and most other diseases, you (or your kids) have two choices: get the vaccine, or resign yourself to getting the disease at some point.
It’s not reasonable to expect airlines to take someone’s word that they’re sick and shouldn’t fly, with no penalty. If more than half the population will fly while sick to avoid a change fee, at least that same percentage will lie about being sick to avoid one. Every doctor I know is constantly writing notes for friends and relatives (because it’s easier than arguing with them about it), so I don’t really blame the airlines for not accepting a mere ‘doctor’s note’, either.
I pulled a date and airport pair out of the air …
ATL-SNA on Delta in December for 1 person
Refundable fare: 1293.20
NonRefundable fare: 410.61
Who in their right mind would book a refundable fare on the off chance they’ll come down with the flu? The refundable ticket is 3x the nonrefundable one.
Alcohol hand-sanitizers are effective against viruses. Antibiotics that you take by mouth or IV are not. Hopefully that clears up some confusion. (@Jay, thank you for being the voice of reason).
This flu is different from others in that it affects different people. Regular flu still kills every year. This flu is killing children and pregnant women.
Guys, just stay home if you’re sick. If you’re sick, you’re not going to enjoy your vacation or be effective doing whatever business needs to be done. And if a pregnant woman or child gets sick and dies from catching flu from you on a plane…well some of us would find that a hard thing to have on your conscience.
It’s only money.
As for the sanitizing hand cleaner issue.
Viruses and bacteria are completely different. What kills bacteria does not necessarily kill viruses. Hand sanitizers, in the strengths you can purchase over the counter, can not kill the H1N1 virus. In order to do anything to the H1N1, you need to use a cleanser that has at least 71% alcohol. You cannot purchase sanitizer with that amount of alcohol over the counter. If you only have over the counter hand sanitizer, then you need to drench your hands in the stuff and keep your hands wet with the sanitizer for over 120 seconds. Either that or carry some Lysol spray with you…Lysol spray will kill viruses.
Ed
I guess this means airline are on the hook for the change fee plus fare differential to all passengers left out to dry if one member of a flight crew calls in sick, disrupting the flight and any connections?
It’s not reasonable to expect airlines to take someone’s word that they’re sick and shouldn’t fly, with no penalty.
–
Yes it is.
Not only is it reasonable, it ought to be expected.
The FACTS are there if you want them from the CDC more info:
The efficacy experiments reported here reinforce what has been known for >50 years: 40% ethanol is a less effective bacterial antiseptic than 60% ethanol (6). Consumers should be alerted to check the alcohol concentration in hand sanitizers because substandard products may be marketed to the public
My Walgreen brand that is equal to Purell is 67%. Not sure where the claim above of needing 71% or the claim that they don’t work came from.
WHOOPS That should be 62% NOT 67%. Gotta keep the facts straight!
@Jim
Are you seriously saying that anyone who wants to change their ticket or cancel their trip, for any reason, should only have to call the airline and say they’re sick? The airlines already do that – they’re called ‘refundable tickets’. They cost more, for a reason. For me, I’d rather plan ahead and buy cheaper non-refundable tickets, and either purchase travel insurance or just accept the 1% risk of being unable to use them.
@Jennifer, I believe most people do plan ahead and buy tickets when they are healthy. Few people plan to be sick. I don’t think people often say, “Hmmmm, Dec 6-8 looks like a good time to sick; I better buy an airline ticket!”
I prefer to buy refundable tickets, but not at the prices available on most airlines. Southwest is an exception to this. I mostly buy refundable tickets on Southwest.
I would like to understand why Southwest is able to allow passengers to change tickets with no fee while applying the purchase price to the new ticket but other airlines cannot do this. I try to fly Southwest whenever possible because their rules are straight forward and their employees helpful. I don’t understand why other airlines are incapable of doing the same thing, that is providing decent customer service and reasonable fares with no add on fees or penalties. Are all other airlines poorly managed? It certainly seems so based on the behavior of other airlines! If other airlines behaved reasonably, then passengers could and should be expected to behave reasonably and with consideration for other passengers. I don’t know anyone who likes flying when they are sick. Rather than accept the status quo and blame the person who is sick, maybe examination of how ALL parties should behave would make for a better discussion.
For those wondering about the sanitizing gel concentrations,
Read this page from the CDC:
http://www.cdc.gov/ncidod/EID/vol12no03/05-0955.htm
And the next time you’re in a doctor’s office or a hospital, take a look at the industrial hand sanitizer that the nurses use…it’s 71% alcohol. Why don’t they use Purell? simple, the alcohol concentration isn’t great enough to kill viruses…the *MINIMUM* alcohol content required it 65%. And the problem with most over the counter sanitizers is that the alcohol evaporates before the sanitizing has even begun! With 71% alcohol, a minimum of 15 seconds of full drenching is required…20 seconds is better…with the OTC 60-62% stuff, a full minute or more is required!
And then there is the possibility of destroying your own immune system by killing the beneficial bacteria on your hands…
Ed
I am a flight attendant and the airlines are NOT doing or helping in preventing spread of the H1N1 flu.. As a matter of fact, my husband caught the H1N1 flu this past October. Although I was not experiencing any symptoms at the moment, his doctor advised me to stay home due to the posssibility I might have exposed. I called my supervisor and told him I might need to call in sick because I might have been exposed to the H1N1 flu. He told me if I was not experiencing any symptoms, I was still required tocome to work and I could not use my sick time if I was not ill. He also mentioned calling in sick would count as an occurrence against me. Well, I went to work as “ordered” by my supervisor. Needless, to say at the end of my shift, I started feeling feverish accompanied with a really bad sore throat. When I arrived home, I took my temperature and I had a fever of 101 F. I called my supervisor the same day and told him I was officially sick with the swine flu and might have exposed the crew members and the 130 passengers. I learned later none of fellow crew member were notified of any possible exposure, which by the way two became ill. Needless to say, I highly doubt they took the time to call any of the passengers.