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Speechless

December 14, 2000

Q: I have never been in trouble with the law or experienced any problems with authority in my entire life – until I flew from Orlando to Allentown/Bethlehem/Easton, Pennsylvania via Cincinnati on Delta Air Lines last month.

I was traveling with my six-year-old daughter, my mother, my sister, my niece and two nephews. We were returning from a vacation at Walt Disney World.

We were helping each other by carrying different bags on to the plane. I was carrying my travel bag, my purse, my daughter’s backpack and a Walt Disney World shopping bag containing gifts and Christmas ornaments.

As we were boarding, the flight attendant loudly said to me, “You may not carry on all those bags! What are you doing? Give me those bags to put in storage.”

I explained that the bags weren’t all mine and asked if I could keep the backpack for my daughter. I apologized and gave her my shopping bag. She took it.

Then the flight attendant began getting upset because she saw my niece in front of me with her own carryon shopping bag. I told my niece that she couldn’t bring it on board. I took it from her and walked over to the flight attendant and gave it to her. I apologized again.

She took the bag from me. Now she was quite annoyed. She began talking very loudly in a demeaning fashion to my nephew, saying, “Give me one of those bags.”

A few moments later, I asked the flight attendant if I could please get something out of one of the carryons that had been stowed away, but the flight attendant refused and ordered me to return to my seat. I apologized again and went back to my seat.

At this point the flight attendant was standing about three rows ahead of me. She was looking at me and she must have noticed how frustrated I had become. She came walking over and asked, “Do you have a problem?”

I calmly said “yes.” I said I didn’t like the way she was treating me, and that I though she was rude and that I didn’t understand why. She just grinned.

Then I calmly asked for her name. I told her that I intended to report her behavior when I got home.

She immediately said, “No, you may not have my name.”

Approximately five minutes later, a man came up to me in a red jacket. He identified himself as a Delta agent and asked what my problem was.

I said I didn’t have a problem. I just wanted to get the flight attendant’s name because she was acting so rude to us.

The flight attendant was standing next to the agent. She slammed her hand on the overhead compartment above me and screamed, “She is lying! I did not yell at her or her nephew – she is OFF this plane!”

I was aghast. My daughter began to cry. I looked at the Delta agent and said, “Please, let me tell you again what I said; I did nothing wrong.”

The agent said if I did not leave the aircraft immediately, he would have security physically remove me and have me arrested. Now daughter begins crying – “Please, please, don’t take my mommy!”

I was frightened for my daughter. I stood up and said, “OK, I will leave the plane. You are frightening my daughter.”

My heart was pounding and I was trying to hold back my own tears. The agent said, “No. Your entire party is to leave this plane at once. Or should I get security out here?”

The next few minutes were a blur as my head was spinning and I grabbed my daughter and began walking off the plane, followed by my family, two other women and three other crying children. When I got back in the terminal I was greeted by two airport police officers and another Delta manager.

I was crying and begging the manager to just let my family back on the plane so they could get home safely. I kept saying, “I was the one that asked the flight attendant her name. I didn’t know I wasn’t allowed to do that.”

They wouldn’t listen to me. They told us to “shut up.” At one point my mother asked the airport police to just listen to me. The officer looked right at her and told her to shut up or he would have her arrested.

We had to leave Delta concourse immediately after retrieving our luggage at baggage claim. We proceeded to push two luggage racks plus carry our carryons all the way to the US Airways terminal, where my sister is a silver club member. We caught the next flight out the following morning.

I am emotionally drained. I am appalled. I have no idea the long-term affects this will have on my child and the rest of my family. I will not walk away from this matter and I do not want this ever to happen to another traveling family again.

– Pamela Batch Garza

A: For the first time since writing this column, I am speechless.

Christopher Elliott is the author of Scammed: How to Save Your Money and Find Better Service in a World of Schemes, Swindles, and Shady Deals. Critics have called it “eye-opening” and “inspiring” — it’ll “grab your attention and won’t let go.” Order your copy now on Amazon, Barnes & Noble or iTunes.

12 comments

  • K. William Morgan

    First of all travelers need to understand that once you’re on the plane you have no rights. The pilot and crew are in absolute control and have absolute authority. You could be 1000% correct, but that does not matter. Even asking for the crew member’s name could be viewed as confrontational, so don’t do that either.

    In ther future I would suggest the following:

    1) When you land, ask an airline representative at the gate for a manager because you wish to file a complaint. If you speak with someone, delineate as clearly as possible your ordeal. Take the name of the person you spoke with and ask for a written response and steps the airline will take to eliminate this from happening. Be calm and professional, never get emotional. -OR-

    2) Email or write the customer service department for the airline. Their airline magazine and/or web site would give you that information. Be specific in your writings and include the flight number, time of day, etc. Be professional and descriptive in your comments and don’t leave it open ended. Say you expect a response regarding what steps the airline will take to eliminate this from happening in the future. While you’re at it cc the President or CEO of the airline. The airline magazine and web site will be able to give you that information. I would also suggest you write your U.S. Senator and Congressional Representative and include your letter to the airline (cc the airline’s CEO) and ask what congress is going to do to enforce civil treatment of passengers.

    Mrs. Garza should do #2 above and copy her U.S. Senator. What Mrs. Garza and her family experienced is beyond description and deserves time on 60 Minutes!

  • Will

    This doesn’t surprise me…I had a similar experience one with an out of control FA…and that was BEFORE 9/11…now I’d pretty much let them dump hot coffee on my head w/o complaint for fear of winding up in a TSA interrogation room.

  • Kevin Morgan

    Let’s not be so fast to scream outrage. I’d say the airline overreacted but… let’s be fair. Mrs. Garza was trying to board what was (given the location, destination, and carrier) undoubtedly a full flight with four carry-on bags, only one of which could remotely be described as a personal item that fits under the seat in front of you. Disney shopping bags don’t qualify. Most kids don’t have “personal items” that qualify, so it sounds to me like she was trying to take 2 big bags of stuff per kid on board. Like most fliers who obey the rules, I’m tired of seeing families assume that their needs mean they can shove 3 or 4 bags per person into the overhead bins. (It’s always the shopping bags – these twits never leave enough room in the checked luggage for their souvenirs).

    Second, she claims to have never had problems with authority, but it sounds to me like she has a great deal of trouble following instructions (even if rudely delivered). When airport police and security guards tell you to be quiet (or even “shut up”), you don’t whine on and on and beg to let the rest of your family get on the plane, and your mother doesn’t jump in and start telling them to listen to you.

    I also find it hard to believe that in such an emotional situation, she alone had the calm voice and demeanor she claims while all the airport personnel were yelling and screaming and rude. Likewise, it’s hard to believe that the FA was “grinning” at Garza’s accusation that she was rude (thus implying she had it in for Garza)… more likely, she was smiling through gritted teeth because the woman was being such a pain in the ass (as noted in point 3).

    Third, she was barely in her seat, and she wanted the FA to retrieve something from the Disney shopping bags she brought on board? We’re not talking infant formula or medicine here– doesn’t she think FA’s have more to do during boarding and pre-flight than fetch stuff from the bags you shouldn’t have brought on board anyway?

    Fourth, even if her sister is a “Silver Club” member on USAirways, she herself must not fly much, or she’d know that they always announce the flight attendants’ names (“Jackie’s in the rear of the cabin…) at the beginning. She could have gotten the information easily in a non-confrontational manner, but no, she had to demand it and threaten to report the FA.

    From the FA’s perspective, this woman certainly could appear to be the sort of out-of-control passenger (like drunks) who the airline can refuse to fly. It may have been an over-reaction, but not something so outrageous that we should be shocked.

  • rob

    Four carry-ons for two people sounds reasonable to me. Further, names are not announced typically until doors are closed — that didn’t happen here.

    Too bad someone didn’t have the video camera running…

    And since when did it become acceptable (lawful?) for anyone to verbally assault a child? When a pilot is drunk, he gets arrested by local cops. When a traveler is arrested, they are (usually) arrested by local cops (PHX anyone?). Why then don’t local laws apply here (contract, tort, etc.)? Federal laws apply to federal matters, but it seems to me that state laws still apply (like blood-alcohol levels, gambling in the airport, “blue-laws”, age of consent, etc.) to bad actors within state boundaries.

  • K.William Morgan

    Kevin Morgan: (good name!)

    You sound like an airline employee defending your own. Since when did we forget the “customer is always right”. Here are the my thoughts:

    1) Passengers have no rights.
    2) Even if you’re not menacing but the FA doesn’t like you or is having a bad day they can have you removed from the flight. Absolute autocracy.
    3) Yes, this lady doesn’t appear to be a frequent traveler, but so what! Yes I’ve had my fill of non professional in-frequent flyers…and yes they need to be more attentive, but unless you fly all the time, the rules are confusing, the lines are daunting, the process is intimidating and the customer service is non existent. Frankly, I can deal with the non frequent traveler who doesn’t know any better rather then the frequent traveler who thinks the world should revolve around their every need. I travel 120 flights a year and have more problems with road warriors then with leisure travelers.
    4) The woman had children with her and, while ignorant of carryon rules etc., did not need to be treated like a second class citizen.

    Her letter is compelling, her commentary seems sincere, and the FA seems to be at fault and should be disciplined.

    Finally, I believe the vast majority of airline employees are hard working, pleasant, patient and courteous. However, those few like this FA give the rest a bad name.

  • Bruce Monblatt

    I am still curious as to what Mr. Elliott’s solution would be. And do the people get their money back after being denied boarding?

  • http://aol barbie45

    Kevin in my opinion asesses the situation right on target; The FAprobably tried patience but to no avail; she has alot more important things to do then to baysit this DISORGANIZED FAMILY WHO SEEMED TO COMPLETELY RUDE AND DEMANDING.

  • Ronda

    It really annoys me, I mean this lady didnt make things better when asking for names and stuff, but flight attendents should really be more polite. Yes i understand that they’re job is stressful, and that they are not htere to play maid or babysitter, however they are in the hospitality industry. They are paid to attend to the passengers, which means a certain level of patience and politiness. This flight attendent really needs to think on whether this is the best career for her.
    as for the lady involved. I understand the frustration, as do alot of poeple, however when your in a situation with an irate flight attendent, its probably not hte best idea to ask for names and stuff. Its a sure bet to get them even more angry. However its also your responsibility to check flight guidelines for carry ons and such, for the shopping bags i think it mayve been a better idea for you to buy a carryon sized duffle bag to put the stuff in so that its easier to manage.
    also, from the sounds of it these children in this party are fairly young and the security, flight attendents and delta agents should’ve really stayed calm for they’re sake, thats dispicable. It makes me really angry to know that becuase of one angry flight attendent and some mild disorganization there are children who are stuck with the memory of mommy almost getting arrested. I sincerely hope that Delta works to make sure that this situation NEVER

  • Ronda

    arises again

  • http://aol barbie45

    In this casemy spmathies go to the flight attendant; a similar incident happened to my fiance and I on a Jet blue flight; the mother was being obnoxiousand demanding; we volunteered to give information in behalf of the harassed flight attendant; on a full plane he or she is not there to cater to your every whim.; believe me your child will suffer no permanent mental anguish . how nice of you to ask for her to get a crayon out good grief you are not in AIFORCE ONE OR EVEN IN FIRST CLASS,

  • Jennifer

    I’ve always wondered what the ultimate outcome of this case was.

  • Dex

    K.William Morgan wrote… Since when did we forget the “customer is always right”

    This is true… “the customer is always right” but people have to remember that there are 150-400 customers on the plane, all of whom have to be settled and belted in before the aircraft starts moving. I think some people can be very arrogant and self centered and not give a thought about others. “My problem is paramount and needs to be attended to IMMEDIATELY” is a poor attitude to take, especially in a crowded and stressful environment. The American way seems to be to get what I want immediately or I will reports you to your supervisor or start a lawsuit against you or whatever. Some people seem to have forgotten how to live in a society. Very sad.

    I feel sorry for the FA because I expect her job is NOT easy especially with difficult customers. I remember a story recently where a FA got so fed up with a whiny customer that after the plane was closed in, he opened the door and left the plane.

    On the other hand, I think the family should have been given the option to continue their flight, possibly without the mother, since there was still an adult with the children. They could have met up again at the other end. If the tickets were non refundable then this would have been a possible financial compromise.

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