Wendy Watkins thought she was boarding a flight from Oakland to Long Beach last Saturday. She thought wrong.
Instead of getting on a JetBlue to Southern California, which boarded from gate 9, she accidentally got on the flight from Oakland to New York, which left from gate 9a. The airline returned her to Long Beach a day later, but it won’t offer her any additional compensation, according to Watkins.
She thinks JetBlue can do better, calling her ordeal “the worst travel experience I’ve ever had.”
I know what you’re thinking. How could anyone board the wrong flight?
Here’s what happened, in her own words:
I went to what I thought was my gate, and waited for them to call my boarding class. When the line died down I walked up to the ticketing area, gave them my ticket, they ’scanned’ it, and gave me back my half.
I then got on the plane and off we went. About a half hour into the flight I looked down at the landscape and thought it looked a little odd. I took my ticket out and the lady next to me looked at it and said, “That’s not good, this flight is going to New York.”
I couldn’t believe it! How was I able to get on this flight? They took my ticket and supposedly scanned it but still let me on the flight.
I guess where I got confused was the fact that there was a gate 9 and 9a and they were both leaving at 1 p.m. I didn’t even think twice about it. Also, the ladies next to me said that it was weird how they never mentioned that we were taking off to New York, like they usually do. It was a string of unfortunate events.
No kidding. The gate agents on JetBlue flight 96 apparently failed to review Watkins’ boarding pass and they didn’t make a post-boarding announcement that the plane was going to New York. Here’s what happened next.
I finally got to New York that at 10 p.m., but there were no returning flights to the West Coast so I had to stay the night and catch a flight the next morning.
I was so sad. I had taken the weekend off of work to make this trip happen, missed seeing my godson, missed my best friend’s surprise engagement party and had to pay for a $200 dollar taxi ride from Long Beach to Malibu because I no longer had a ride.
When I called Jet Blue to see if they could do something to make me feel a little better about the experience they said they had already done everything they would and that it was human error and they were no longer responsible. The supervisor I spoke with was very condescending and rude.
I just don’t understand how I was able to get on a flight I didn’t belong on. With all the extra security travelers go through these days, how was it that I was able to get a flight I didn’t have a ticket to?
That’s a good question, and one I put to JetBlue yesterday. The airline has not responded, but I will update this blog if it does.
In the meantime, here are a few people who would be interested in Watkins’ story:
• My friends at the San Francisco Chronicle and the Consumerist.
• The Department of Transportation’s Aviation Consumer Protection Division.
• The Transportation Security Administration. You can call them at (866) 289-9673 or email the TSA-Contact Center.
• Oakland International Airport. Here’s how to contact them.
Update: JetBlue responded to my question on July 3, a day after this posted. Here’s what it had to say:
Thanks for the note. We certainly regret that Ms Watkins boarded the wrong plane in Oakland. We agree that confusion that may arise when two flights leave at the same time from adjacent gates, which is why our crewmembers are required to make announcements both at the gate and on the aircraft.
Although this is the first incident we’ve heard of where two sets of crews — both on the ground and on the plane — are alleged to have never announced the plane’s destination, we will go ahead and remind all our crews of this important step.
Just as importantly, our general manager in Oakland has spoken with her local crew to underscore the need to verify destination when pulling boarding passes. This is a good reminder for all.
Despite the recollection, Ms Watkins boarding pass was actually not scanned. Scanners are not used in Oakland, due to the airport’s technology limitations, so boarding is a manual process there. Crewmembers enter each customer’s seat number into the system as they board; because Ms Watkins’ seat number was not taken on the JFK flight there was no red flag of a seat duplication and possible misboard.
With respect to your security concerns, all customers in the gate area of U.S. airports have been screened by the TSA. Due to the sensitive nature of information regarding aircraft and airport security, to the extent you have additional questions in this regard, we recommend contacting the TSA directly.
JetBlue was happy to provide Ms Watkins with a hotel in New York City as well as a free flight on the next departure to get her to Long Beach. We respectfully deny her claim for further compensation.
Thanks very much for the opportunity to comment.
Best,
Jenny Dervin
Director – Corporate Communications
Here’s what an airline insider had to say this morning:
This was a simple mistake, but if Wendy had her boarding pass scanned and it did not match the passenger manifest, then the gate agent would have had to override an error response. Then there is the flight attendant head count which would have been off by one passenger, that is usually the failsafe to indicate that the flight is not reconciled.
I have handled two memorable cases where passengers boarded the wrong aircraft, one was an international flight, a major security breach. In that case, not only was there compensation, but the agent who ignored the error response from the gate scanner had disciplinary action taken against them.
The real story is how often this does happen and the lack of security protocol it reveals.
I can certainly see both sides of this.
What do you think? Was JetBlue right, or should it have done more?
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I totally agree with James. Watkins may be out of hand. I feel sorry for the ground agent who let Watkins in. The BJ ground agent may be at fault. However, due to Watkins’ unintentively mistake, the non-function ed scaned machine and the careless (mis-count) of flight crew, the agent may be disciplined. I wonder why no reader give support to the unfortunate agent. I wish her or him the best.
The key to this is that she asked for compensation … few listen to the announcements … she didn’t … we have an egocentric cow here who is trying to turn her stupidity into a profit … let’s just guess 300 other people got on the correct plane … charge her a change fee and the fare difference and she will pay attention next time, maybe take responsibility for her own actions and perhaps man-up and apologize to the airline …
Wendy Watkins made a mistake, yes. She didn’t ascertain the correct gate upon arriving–so what if 9 and 9a are close together and look alike? They aren’t the same. Each gate has the flight destination and departure time posted clearly, right next to the jetway.
jetBlue made a bigger mistake, though, and they admitted to it: the gate agent wasn’t paying attention and subsequently failed at his/her job, and the FAs didn’t make the flight announcement like they were supposed to and subsequently failed at their jobs as well. Also, the passenger count was off by one; how did the FAs miss this?
The airlines have safeguards in place specifically for this sort of situation, and when the safeguards are followed, there’s only a slight delay and a little embarrassment (and some great dinner conversation for months afterwards!). When they are ignored, as was the case TWICE by jetBlue, then you have a situation like this that occurs. I’m glad jetBlue admitted its mistakes and owned up to its part in the snafu.
That said, jetBlue is obligated only to deliver Wendy Watkins to the destination for which she had bought airfare. It was a mistake to get them to try and compensate her further. They did spring for a hotel in NYC, but that was only proper since if their own employees had followed their own directions, none of this would have happened.
I also don’t think it’s courteous or considerate to be heaping scorn on Wendy Watkins. She made a mistake and paid dearly for it; she doesn’t deserve all this derision. Have none of you ever made a wrong turn, gone in the Out Door, or joined the wrong line? Lighten up, people!
Sorry for Wendy’s experience, and for JetBlue’s foul ups that didn’t catch the error. My husband was flying home from Athens this month, connecting at JFK to a Chicago flight and his gate changed 4 (or maybe it was 5 ) times! At the second gate, he inquired, as he thought the plane should be boarding and was told the gate had been changed again — to one quite far away. Hustling there, it was changed yet again — now down the stairs and into a bus, only to be taken right back to that second gate. We are all paying much more money for ever deteriorating experiences. It’s no wonder the passengers went ballistic on that American crew for showing up late.
Wendy might have been unattentive or/and she might have hearing loss and not even be aware of it.
Until I got my hearing aids, I had to check and re-check with the gate desk agents every time an announcement was made, because the airport sound systems, not so clear anyway, were garbled worse because of my loss of hearing. Until I got the aids i had not idea how great the loss.
But, I have to say, I think on my next trip and the others after that, I will still be checking and re-checking. I sure dont’ want to wind up in the wrong time zone. Jet lag is too stressful.
Unfortunately, this sounds like she’s at fault, period. Yet another case of a person trying to blame someone else instead of taking responsibility for his/ her own actions, mistakes included.
Hello,
I guess everyone is playing the “who’s to blame” game.
What concerns me is the lack of procedures in Jet Blue. (Ms. Cynical pointed us in the right direction). Even if Wendy took the wrong decision this is what should have happened:
Prior to take off the Departure Control System “pre-closes the flight” and creates a Passenger Manifest. In this paper we have written all passenger names and the number of bags they checked in.
It is the airline’s responsibility to COUNT both passengers and bags and match those numbers to what the System is reporting in the Manifest. (Surely you have seen flight attendants walking up and down the plane with a counter in her/his hand).
When all the numbers match the Manifest is signed by the Captain of the flight. This is extremely important because he/she is responsible of weight and balance to make the airplane take off and land safely.
Then the flight is “closed” in the system and we can go have a safe flight.
This procedure is not a new stupid security fad. This is done since the early days of aviation and shouldn’t be ignored. I don’t care who is to blame in this case or if Wendy gets more money from the carrier. The airline has to be fined for not following procedures. Their counts were off by one passenger in 2 flights and if she checked bags the correct flight had to be stopped and searched to unboard the extra bags.
This is a 50/50 mistake. Half Wendy’s fault for not paying attention and actually matching the flight number on her ticket to the gate that it was assigned to, and half JetBlue’s fault for its agent not reading the incorrect boarding pass before it was too late. Wendy paid her price with her lost weekend, and JetBlue evened up by paying for her overnight in NYC and a free flight home the next day. She should get no more compensation.
Believe it or not, this happens more than you might think. And isn’t it a funny coincidence that in every one of these instances (that I have heard of or had to personally deal with on the “receiving end”), the Flight Attendants and Gate Agents failed to make ANY announcements. The people just herded themselves on board the flight and no words were ever spoken by the airline staff…and the Captain never came over the PA system to welcome everyone aboard, tell them about the weather enroute to NEW YORK, tell them that on the California to NEW YORK flight, they’ll be flying over the Grand Canyon, then the St. Louis Arch, and then over Pittsburgh on the 5 hour jaunt across the nation. Uh-huh.
Yes- the airline screwed up, and the error was probably caught as the tickets were being counted manually, since OAK does not have electronic scanners. When the error was caught (probablly the same group of agents working those 2 gates), the plane was most likely 20 minutes off the ground. It has been my experience that when such errors occur, the station that messed up calls the receiving station to tell and warn them that they had a “misboard”. Yes, it happens enough that there is actually a term for it (and an acronym, with an accompanying triplicate form if you are really hardcore).
Wendy should have learned a lesson from this (and maybe even laugh at it one day!), but as society dictates, if YOU screw up, there is always someone else to blame and sue. The airline…someone even quipped that the airport itself should be sued! Why, Chris, you of all people, would try to escalate this case into anything more than it is, is beyond me and unlike you. Slim ‘pickins in the “choosing battles wisely” department these days? Good job- love your work- but let this one go!
I am amazed at how insensitive many of the posters here are to the plight of one of our traveling brethren. Anybody can make a mistake. The airlines have turned it into an art form. When you have the confluence of multiple errors, you have a problem like Wendy experienced. Jet Blue did not do their jobs properly. Wendy was not attentive enough. I think her main concern was the rude manner in which she was treated. Many here seem to think it is ok given she received a room and a flight back.
I disagree. For Jet Blue to make her feel poorly because of the situation is unacceptable. We as travelers should not accept anything less that respectful responses to our problems. This forum is excellent in that it tells us all what is happening out in the trenches so we can judge for themselves. I’m keeping my eye on Jet Blue from now on for their level of service. Wendy, I feel your pain!
the key that only a few people caught is the security issue. planes are not supposed to take off if the manifest doesn’t match the people. this is so that terrorists cannot buy a ticket, check a bomb in and not get on the plane. jetblue missed on two flights.
the gate agent also let on a person without a legitimate ticket, another big security no no. also what happened to the head count by the flight crew. again, jetblue missed on two flights.
while I understand ultimately you are responsible for your own actions, this goes beyond one person’s mistake and affects all of us who fly frequently.
jetblue made a big mistake by letting this get out in the open. I’d have paid to quiet the lady down.
Come on, there was no security risk here. All the baggage and passengers are screened properly before either get airside, right? /sarcasm off./ If screening is done properly, there should not be a risk from a person getting on one plane or another.
The reason I believe people are heaping scorn upon Wendy is her request for more compensation. JetBlue put her up in a hotel in NYC, for chrissake, and paid for her return flight yet she wants more. Sorry, Wendy, no sympathy from me here. Nothing more is owed to her for her (bigger) or JB’s (smaller) mistake.
I keep seeing comments about 2 flights having miscounted passengers. Actually it’s only 1 flight that had the miscount – the flight to JFK. The one to Long Beach probably assumed that she missed the flight – it is not uncommon for someone to check in, especially with being able to check in online, and not make the flight . For all we know, the crew on the Oakland to Long Beach flight DID notice that one person was missing, and made multiple calls throughout the terminal for the passenger who didn’t make the Oakland-Long Beach flight.
Also, it is not required for domestic flights that a passenger fly on the same flight as their bags. It is only for international flights that they must do a bag match.
My 2 cents’ worth isn’t much but I’ll add to the sympathy for Wendy and her long ordeal. However, either she’s extremely inexperienced at traveling by air, or she’s just immature and wants to blame others for her lack of due diligence. Any frequent, or even infrequent, flyer *MUST* check the counter and the informational sign when they get to the boarding gate. It will tell you: 1) which airline you’re about to board, 2) what flight number, 3) what time you’ll be boarding/leaving, 4) what your *DESTINATION* is. The last one is key. With boarding areas being oddly numbered in most airports, and so close together, you always must double check where you are and if it’s the right place and time. Wendy did not. She assumed she was but that was faulty thinking on her part, not a problem for JetBlue. Gate departures do change at the last minute and yes, unfortunately she got on the wrong flight. IMHO JetBlue did right by her eventually and she’s being unreasonable, childish and petulant to expect more when it was her mistake. And for all who keep mentioning the scanned boarding pass, JetBlue already noted that Oakland does not electronically scan boarding passes. This is common at the smaller regional airports — Santa Barbara, CA does only manual checks of boarding passes also. So Wendy, I’m very sympathetic to your ruined weekend but you are basically negligent. Let it go and learn by this experience.
All I can see with all these replies is the blame shifting, okay it was Wendy’s fault for not paying attention as really we are all responsible for our own actions…. BUT … This whole situation shows the inefficiency that is inflicting companies the world over.
People are paid to do their jobs which in my experience they care very little about nowadays, as previously stated customer service is almost non-existent nowadays. The airline companies pay people to ensure they get on the right plane and also to ensure they don’t get on the wrong plane, if someone slips through it is because someone is not doing their job correctly, in this situation it is probably more than one person who is not doing their job correctly. Yet we as the punter get blamed because firms employ incompetent people.
lets say you got on the wrong bus…. and went to the wrong place… because YOU didnt pay attention to the SIGN. who’s fault is that?
the bus company’s fault? or your fault?
you think the bus company is going to give you a free stay in a hotel, and free ride back to where you need to go?
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