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.

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.

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.

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.

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!