Swine flu puts airlines, travelers in tough spot

“As outbreaks of the H1N1 virus inject more frazzle into already-frayed travelers, airlines and their approach to sick passengers are being scrutinized…

The airlines say they are listening to fliers’ concerns and, in several cases, reacting. Some are even specifically looking for swine flu…

Earlier this month, a woman traveling home to Hawaii was ordered by flight attendants to leave a United Airlines plane set to depart Tampa, Fla… The passenger, Mitra Mostoufi, had become suddenly nauseous after taking restless-leg medicine and requested an airsickness bag…

According to Mostoufi, one flight attendant responded: “You’re a health risk,” while another told Mostoufi she might have swine flu and, therefore, had to exit… Although United Airlines suspected Mostoufi carried H1N1, still another United employee tried to rebook Mostoufi on an American Airlines flight, Mostoufi said. She reached Honolulu the next day aboard a United plane.

Flight crews are responsible for determining when passengers are visibly too ill to fly — to protect the “safety and health of all travelers onboard” — and the airline was within its rights to bump Mostoufi, according to United spokesman Rahsaan Johnson.

Should flight attendants, however, have the authority — or be expected — to diagnose swine flu?

‘From H1N1 to heart attacks’
At US Airways, “all employees have information on how to help passengers displaying symptoms of any medical issue, from H1N1 to heart attacks,” said spokesperson Valerie Wunder. “We follow the procedures and protocols as advised by the [U.S. Centers for Disease Control and Prevention], who lists the symptoms of H1N1.”

Problem is, six of the 10 swine flu symptoms listed by the CDC are outwardly silent: sore throat, fever, body aches, headache, chills and fatigue. (The other symptoms may include a cough, runny nose and, sometimes, diarrhea and vomiting). Will flight attendants start feeling passengers’ foreheads as they simultaneously scan their ticket stubs?

.Affordability trumps social responsibility
“Ideally, sick people should stay off planes,” said organizational behavior consultant Mary Federico, a New Yorker who has “suffered the consequences” of jetting with contagious seatmates. “But it’s unrealistic to expect that to happen … There is little or no flexibility with flights. Availability and cost and penalties are issues.”

According to an early November poll conducted by the Consumer Travel Alliance, almost 73 percent of the passengers questioned said they would fly with swine flu rather than pay airline rebooking fees (which can cost as much as $250). TripAdvisor.com posed the same query in late October and, according to the Web site, 51 percent of its respondents said they, too, would lug their bags and their H1N1 germs onto scheduled flights rather than pony up change fees.

What’s more, most passengers check in online or at an airport kiosk and “gate agents barely look at a passenger — they only grab your boarding pass,” said JoAnne Kochneff, who owns Travel by Gagnon in Grand Rapids, Mich. “Their job is to board the aircraft as quickly as possible … When would it come to the attention of the airline that someone might be suffering from H1N1?”

Fees waived — with a note from your doctor
To keep sick travelers from flying, United, Continental, Northwest and AirTran Airways all have opted to waive change fees for passengers who postpone their trips due to illness. In most cases, the customers must fax the airline a doctor’s note to dodge the change fee.

“If a passenger has H1N1, we don’t want them to travel any more than they don’t want to travel,” said AirTran spokesman Christopher White. “It’s best for them and best for us that they don’t fly.”

For people who possess non-refundable American Airlines or US Airways tickets, however, change and cancellation fees will still be applied if those customers reschedule their trips due to swine flu, according to spokespersons at both airlines.

“I can understand that the airlines are concerned about bogus medical excuses — they may worry some of the flying public will try to take advantage of the H1N1 scare and use their ‘flu’ as a way to circumvent an airline change or cancellation fee,” said Ann Lombardi, a travel agent at Atlanta’s “The Trip Chicks.” “I know, too, that the airlines are struggling financially and may be reluctant to initiate laxer rules … But something has got to give. And the ball is in the airline’s court.”” ( via msnbc.msn.com) by Bill Briggs

Pointswizard.com Spin: Click here to read the rest of Swine flu puts airlines, travelers in tough spot