A recent health scare on a Chicago airport tarmac last month has heighten awareness about a daily occurrence that typically goes by unnoticed and ignored: the spread of infectious disease by airline travelers.

Last month, a female passenger who had just returned from a visit to Africa had broken out in hives and the condition had gotten progressively worse since leaving the nation of Ghana.  By the time the regional jet had arrived at Midway airport, the local airport fire department had surrounded the plane and the Centers for Disease Control had been notified of the possible contagion situation.  The plane was placed in quarantine as a result, forcing everyone on board to remain until the passenger’s condition had been monitored by medical experts.  There were unconfirmed reports that the affected passenger might have contracted Monkey Pox.

After being observed by the crew and photos of the skin rash reviewed by CDC officials, the crew and passengers were allowed to deplane.  Passengers who experienced the quarantine reported high levels of stress, worry and anxiety about their personal health and safety, but were relieved that the passenger had been cleared and that the authorities had taken the situation serious enough to verify that every person involved were safe.  It appeared that the passenger was reacting to exposure to bed bugs while in Africa.

This entire incident brings up a very interesting topic…one that is rarely discussed: contagion by airline traveler.

Watching movies like “Contagion” or “Outbreak” tend to add to the anxiety one feels when informed that exposure to a possible bacteria or virus.  While there are strains of these diseases that are extremely dangerous and virulent, luckily they are rare and authorities are usually on top of these strains with advisories and advice to protect oneself from contamination.

Still, it gives one pause to be extra vigilant when it comes to one’s personal health, especially when traveling.  There are resources available for any traveler to take advantage of, especially when traveling abroad.

The CDC has an excellent traveler’s advisory website for almost every country you might want to inquire about.  This resource can be found at http://wwwnc.cdc.gov/travel/destinations/list.htm.

It’s also a good idea to schedule a visit to your personal physician to get needed or recommended vaccinations/boosters when traveling abroad, particularly to third world countries, where infection and disease control is minimal or non-existent.  Be mindful that some of these vaccines have short shelf lives and many clinics and medical offices must special order them in advance and may not be readily available on demand.  Check with your state’s health department for further information.

There are other things one can do to reduce your exposure on an airplane.  The most important (and sadly one that is continuously omitted by airline passengers) is washing your hands, especially after using the lavatory facilities.   I don’t recommend using hand sanitizer all the time, but having some with you while traveling has many benefits, especially when access to soap and water is not immediately available.

Another easily available resource is saline mist.  This offers two things to airline travelers.  First, airplane cabins are extremely dry as the air is processed and filtered in the ventilation systems.  Using this product will keep your nasal passages moist and allow your body’s own natural defenses to work more efficiently.  Second, saline solutions allow you to rinse your nasal passages from allergens and other nasty “bugs” that you may have inhaled.  It may sound overly simple, but studies have shown that they are quite beneficial, even on a daily basis.

As a travel professional, I never recommend airline travel if you are under-the-weather.  Airlines do reserve the right to determine whether travelers are “fit-to-fly” and if you are exhibiting signs of illness, they have the right to refuse you access to the cabin.  This policy is not often executed, but be aware that it does exist.  If you must travel and are ill, please do your fellow travelers a huge favor and take along a “surgical mask” – they are easy to obtain at most drug stores.  This will help keep your illness contained and will help lessen others’ anxiety about germs spreading to them.

Before leaving on your next journey beyond the borders of the U.S., check out these other online resources for other information regarding current outbreaks, tracking of infections, and preventative measures:

• Flu Trackers: http://www.flutrackers.com/forum/
• AirCrewHealth.com: http://aircrewhealth.com/Topics/topics.htm
• MedicineNet.com: http://www.medicinenet.com/script/main/art.asp?articlekey=47044
• The Harvard Medical School: Family Health Guide: http://www.health.harvard.edu/fhg/updates/update0604c.shtml

Safe (and healthy) travels!

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The Savvy Passenger would love to answer your questions about airline travel, from the vantage point of an airline insider! Send your questions, queries and comments directly to TheSavvyPassenger@gmail.com

He’ll do his best to answer you in an upcoming column. All personal information is strictly private and will not be shared with the general public, unless requested. Feel free to comment on specific articles right here at the bottom of the page! Safe travels, everyone…

**Just a quick shout out to my loyal readers — I am so glad to be back writing about the airline industry again…sometimes life throws you curve balls. You just need to learn how to hit them! After moving with my transfer and finally settling in to my new base, things have finally fallen into place for me to get back to the business-at-hand: the airline business. Thank you for your patience.
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Wow! What on earth is going on in the airlines and the traveling public these days!?

It seems that frustrations and anger are hitting the boiling point in the industry today…almost daily now, I am getting reports of incidents between passengers and crew members. Flight attendants and pilots are losing their minds (literally) and more and more passengers are accosting crew members, with serious consequences.

Those of you who read this column regularly know that I have addressed this issue before. It is a federal offense to interfere with a crew member at any phase of your travels, including boarding and disembarking the aircraft. Those close to me who are not airline personnel have asked if there are any consequences for crew who behave badly…and the answer is a resounding YES!

In fact, recent events involving a pilot who seemed to go berserk on the flight he was working resulted in his being charged with a felony, and the courts applied the same federal law regarding interference of a flight crew to dole out the punishment.[1] That pilot is currently on suspension and will probably lose his license to fly and his job at the airline.

Other crew members have been slapped with penalties, fines and arrest due to their unacceptable and unprofessional behavior, and many of them have lost their careers at the airlines as well.[2][3]

As serious and as bizarre as these events have been, they still don’t represent the vast majority of airline professionals who come to work every day, and endure a myriad of odd, strange, unruly and uncalled for actions from passenger and co-worker alike. As a seasoned airline employee, it has rarely been an easy job, but those of us who do it know this ahead of time, and we deal with the cards we are dealt every single day, on every single flight. But as proud as we are as a collective of our safety record and our service abilities, we are still human beings, with feelings, frustrations and faults…just like you.

The airlines are a favorite target of ire and disgust among many people, even my own family and friends. Over the years, I have endured the embarrassment and squirmy discomfort when people I know tell me their horror stories. I empathize and I try to put on a good face about it. It is clear that there are many things within the industry that could be better, more efficient and far more traveler-friendly. Sadly, until the day that some board at some airline decides to put me in charge, there is little I can do about those things.

One thing I do give my fellow airline employees credit for is their amazing ability to bend with the wind, and roll with the punches, especially after many carriers have flown through the turbulence of bankruptcy, consolidation, and acts of terrorism. Airline people are some of the most creative and visionary people I know, especially among the huge burden of remaining within the scope of their jobs, and the encumbrance of corporate and government bureaucracy and regulation.  And as the major airlines look for more ways to stretch a dollar and save a penny, it’s usually at the expense of the front-line airline employee…either through a removal of tools or services, or a change in rules that disallows us to fix what once was simple for us to resolve.

I understand that everyone has a bad day…has a problem in their life to solve…has personal tragedies and misfortunes come their way. Some find it hard to filter them out enough to leave them behind. I get that. I admit that it’s hard to come to work sometimes and be cheerful, welcoming and accommodating. I, too, am human. But I make no excuses for myself or others…just a simple and truthful observation about the men and women of the airline profession.

As long as the airlines staff the ticket counters, airplane cabins and cockpits with human beings, there will be shortcomings for the public to endure. But make no mistake:  I am proud to work with these great people every day…even the cranky ones!

==============================

The Savvy Passenger would love to answer your questions about airline travel, from the vantage point of an airline insider! Send your questions, queries and comments directly to TheSavvyPassenger@gmail.com

He’ll do his best to answer you in an upcoming column. All personal information is strictly private and will not be shared with the general public, unless requested. Feel free to comment on specific articles right here at the bottom of the page! Safe travels, everyone…

[1] CBS News, March 28, 2012, “JetBlue pilot charged with interfering with crew,” CBS Interactive Inc., http://cbsn.ws/JRLVJq

[2] FOX News, April 4, 2012, “Delta flight attendant pulled from buffalo to Atlanta flight,” Associated Press, http://fxn.ws/HXAsgf

[3] The Daily Caller, April 12, 2012, “Former flight attendant sued for releasing confidential passenger information,” Alexa Fee, http://thedc.com/HR3zgl

While commuting on an airline other than the one I work for, I had the chance to chat with a very seasoned traveler. He was flying on this airline by chance (not his normal carrier).

When our discussion turned to airline related development, he became animated and quite agitated.

“Today, people are just plain savages!” he exclaimed. “People just don’t know what they are doing anymore and they will step on anyone to get what they want and to hell with all the rest…”

I chuckled to myself because I knew exactly what he meant and how he felt. I truly empathize with the frequent business travelers out there who know how the system works and knows first-hand that most of us front line airline staff are truly powerless to get things to change…at least most of the time.  If I wasn’t an airline employee (but could have the knowledge that I have gained over the years as one) I would never choose a career where I had to fly most of the time, unless I was privy to a private jet.

What seemed to anger this man the most was a serious lack of manners that he perceived had infected the public at large. As the baby boomers age, and the X and Y generations move into young adulthood, many educators have noted a shift in moral standards and values; tied to an ever-increasing exposure to violence, raw language and less exposure to parental authority, this up-and-coming generation has shown a true lack of respect for authority, or for their fellow human beings.

These observations have not gone unnoticed among those of us in the service and hospitality industries. Much of what we witness is frustration over many things that are simply out of the control of the person trying to correct the issue(s) at hand.

It seems clear that the reputation that the airlines have isn’t going to vanish anytime soon.  Of the six major airlines in the USA today, three are still trying to sort things out from recent mergers.  U.S. Airways merged with America West Airlines more than six years ago and they still haven’t worked out all the kinks that are needed in finalizing such a large transaction.

In the interim, how the airline customer perceives the airline employee adds a lot of negativity that passengers have felt about airline travel altogether.   But the most plain of observations is how airline passengers treat each other that have seemingly degraded the quickest.  Tempers are high and an air of “I’m only looking out for myself” tends to win out over helping a complete stranger out when they appear helpless.

Many “important” businessmen and women struggle to be first on-board their flights, jockeying for position of luggage space; some wouldn’t hesitate to run over another just to be first or have the best advantage.  I have seen it happen with my own eyes more than a few times!  Sometimes it’s comical – it reminds me of a “Keystone Cops” episode!  And I have had to act as referee more than a few times when these people start arguing over bin space, or leg room or a seat duplication…it can get pretty involved at times, but it’s certainly not the end of the world either!

In the grand scheme of things, these airline mergers will eventually be ironed out, and employees will once again beam with pride to work for their respective carriers.  Airline travelers will always have high demands and high expectations.  It’s how we choose to treat one another that can make or break a trip altogether.

As an experiment, I recently traveled across country in “civilian” attire; the only people on the plane who knew I was an airline person were the crew.  I did not have my badge draped on my neck nor my “CREW” tags hanging from my luggage.  During the boarding process, I found myself helping other passengers get bags arranged in the overhead bins, said “please” and “thank you” out loud with a smile and generally helped get folks settled in.  I laughed when one elderly person suggested that I should go to work for the airlines, I was so nice.

In general, the experiment showed two things happened.  First, the general attitudes of the people around me tended to lighten.  Second, I noticed that others started getting into the act, helping their fellow passengers get settled, arrange luggage and answer questions.  Before you knew it, a completely full airplane was boarded, settled and for the most part happy to be underway.  The flight was pleasant and concluded without incident.

Now, I’m not suggesting that every single flight would go without a hitch, but the great variable “unknown” was in play here because I never notified anyone of what I was doing and this flight was as random as any flight I might work as a reserve flight attendant.  It could have been any flight to any destination, and I believe that I would have gotten a similar response.

As a professional, I truly believe that, as a society in general, we should all strive to return to the days when we were civil to one another.  Dust off our books of etiquette and treat others with respect, dignity and how we’d want others to treat us…you know, that “Golden Rule” thing.

I challenge you to try this yourself and see what happens.  You may be pleasantly surprised to the outcome, AND enjoy the process itself at the same time!

Just a short entry today, but a powerful message!

Next time you get angry or upset about not getting your first choice of meals in first class, or have to check your carry-on bags at the door because the overhead bins are filled to capacity, watch this video…then take a moment to remember this guy and change your attitude!

Cheers and fly safe everybody!

Is it time for a new paradigm shift in airline traveler etiquette?

After reading Christopher Elliott’s piece on the seeming growing trend of passenger meltdowns and misbehavior[1], I did a little thinking about my own experiences, especially in the past 10 years.  Here are a few observations…

When I began my career, the “Tech Sector” bubble hadn’t yet burst.  If you recall, there was a period of time when anything and everything that had anything to do with either computers or the Internet was considered golden.  If you were to tell a Wall Street investor that your private company concentrated on developing anything for the tech industry, be it hardware, software or services, and you tacked on the initials “IPO” (initial public offering), it was almost a certainty that you’d be an overnight millionaire.

Soon, these “new money” guys and gals were living the high life, suddenly able to afford “McMansion” homes, bad-ass sports cars, baubles, bangles and very expensive beads.  They could take expensive vacations; they could buy second homes in the Caribbean or in other island paradises.  And along with that newly discovered freedom was the ability to purchase an airline ticket – at full fare, no less – in the first class cabin.

Precipitously, these new “golden children” (most of them in their early to mid-twenties) were taking over the premium cabins on airplanes and just like an army of ‘Little Lord Fauntleroy’s’ began making demands of the airline personnel that seemed to be out of place from the classic first- and business-class travelers of before.  These young tech aristocrats would haul their brood of children into these premium cabins as well, expecting the crews to yield to their every whim. It was amazing how the environment had evolved.

Before long, the seasoned premier travelers began to raise concerns about the misbehavior of this ‘new money’ generation.  There were many times when some of my best customers would approach me and ask if there was anything that could be done about the quickly growing trend of bad behavior.  At first, I would make an attempt, trying to be diplomatic without being presumptuous, but it wasn’t long before it was clear to me and everyone else around that these folks were ‘entitled!’  “It’s not my child who’s the problem, it’s that crusty old windbag’s problem” (that is an actual quote from one woman I dealt with when her two brats, seated in first class, wouldn’t stop fighting with one another, while she and her husband sucked down as much champagne as we would allow them to drink).

After the tech bubble exploded, there was a short period of time where crews found a bit of relief, but it wasn’t long before those same people, now forced to travel in economy, brought with them the same attitudes and expectations as they had in the premium cabins.  Soon, other travelers followed suit and before long, it seemed everyone had joined in the fun!

As much as I hate to admit it, 9/11 brought about a swift 180° in passenger attitudes about airlines crews.  All of a sudden, people were polite; they empathized with us, and they cheerfully did whatever was asked of them.  There was a small reprieve from the selfish, entitled self-centeredness that had been growing exponentially.  But the public (especially the travelling public) has a short memory and within two or three years, the grand and unattainable expectations that were hurled on the flight attendants from these and others began to raise their ugly heads again.

Once again, things began to morph into some of the strangest trends.  People would come on board in their pajamas or worse yet, with hardly anything on at all.  Instead of suit cases, there were back packs, shopping bags and (my favorite) full trash bags of clothing and personal effects.  Over-the-top public displays of affection that would make your skin crawl began to show up.  With the advent of laptops and personal DVD players, I have seen passengers viewing pornographic images right there at their seats, while someone who could well be my sweet grandmother sat in plain view of the images!  And most likely my least favorite display of public inconsideration: I have seen people take off their shoes and put their grungy feet on the bulkhead walls.  Several times, I have actually witnessed passengers who have their legs and feet resting on the tray table in front of them! (Think about that the next time you want to use it for eating off of – sanitary wipes anyone?).

I could cite thousands of examples of traveler horror stories but the real question is “what (if anything) is to be done about it?”  Chris Elliott suggests it could be as simple as dressing up for travel.[2]  No matter what the obvious solution might be, the real trick is to get the average traveler to agree that the experience of getting from Los Angeles to Chicago might simply be to treat everyone like you would treat your own mother.

Oh wait, that doesn’t always work…does it?  *sigh*

___________________________

[1] MSNBC.com, Travel Tips, “5 ways travelers have lost their manners,” Christopher Elliott, August 16, 2010:   http://on.msnbc.com/o4q6xJ

[2] Elliott.org, Elliott Blog, “What a great idea! Honor your crew — wear a tie when you fly,” Christopher Elliott, August 17, 2010: http://bit.ly/nZZR6a

I’m really scratching my head on this one.  I know that we can all be a little forgetful when we travel.  I have a mental checklist when I get ready to leave home for a trip that will put me in several airport terminals in the space of three or four days.  I usually travel with two bags: my roller-board suitcase and a compact duffel-tote bag.  With these two bags, I can pack up to six days’ worth of clothing and sundries to meet just about any situation.

I pack my own bags.  I don’t have hired help, or even my mother to help me out the door with all that I need.  So I am well aware of every item that I carry with me when I head for the airport.

Image courtesy of The Orange County Register

The public demand for airline travel has grown exponentially over the last 30 years.  This fact alone indicates that there will be a much larger swath of the public who will travel because it is cheaper than bus, car or rail.  It also most assuredly guarantees that among that plethora of people and personalities, there will be those who have no idea what they are doing, or those who will try anything to bend or break the rules when it comes to air travel.

Still, I find it disturbing that the Transportation Security Administration (TSA) continually discovers an interesting assortment of “contraband” in travelers’ luggage as they try to get through airport security lines across the country.  Their latest blog continues to reveal the items that are found around the system on a daily basis![1]  You’d be stunned to hear what exactly people are trying to bring aboard airplanes these days.  Here are a few recent highlights:

• In August of this year, a female passenger in Rochester, NY was detained at a TSA checkpoint when the screening agents thought they saw a knife concealed inside the woman’s cane.  It turned out to be a 19” double-sided sword![2] After questioning, she was allowed to continue on — minus the cane/sword, of course!
• An Egyptian man from Baltimore was arrested after a TSA screener found 13 knives concealed within the liner of his luggage.  The man, who has lived in the USA for seven years, claimed he was a knife collector, had just purchased the knives, and was booked on a flight to Minneapolis that day.  He faces a number of charges, including carrying a concealed dangerous weapon and interfering with airport security procedures.[3]
• A 22-year old man from Tennessee, on his way to Las Vegas, was slapped with federal misdemeanor charges for trying to bring knives, tactical and police batons, brass knuckles and four inert grenades in his tote bag.[4]

Image courtesy of TSA.gov

What puzzles me is that the two most common replies that TSA, ATF and the FBI get when questioning these folks is either “I didn’t know they were in my bags,” or “I forgot they were there.”  Seriously???

The truth of the matter is that in this day and age, after just recognizing the tenth anniversary of the attacks on the World Trade Center and the Pentagon, why are these folks being given what appears to be a “pass” on these issues?  Misdemeanor charges?  Being questioned and then released with the banned items confiscated?  Am I sounding too alarmist here?

I work on an airplane.  It’s my job, and not only do I enjoy my work, but I have a reasonable expectation that I will get from one airport to the next without the need to call in the SWAT team simply because someone who left their wits back at the security checkpoint was lucky enough to slip one past the guardians!  And in one instance, they had help from an airline employee!!![5]

Personally, the logical part of my brain asks, “Where have these people been hiding?  Under what rock were they living?”  Unfortunately, as it IS the public we are dealing with here, I learned long ago that when it comes to the General Public, you’ll have to throw out logic just to get your mind wrapped around what these people were (or perhaps not) thinking when they got up that morning, knowing that they were going to the airport, needed to pack a bag or two for the journey, and would be subjected to an intensive search of their belongings at the security checkpoint!

The cynical side of me says that these people knew exactly what they were doing and were trying to circumvent the system to accommodate their own idea of civil freedoms.  I just can’t fathom how law enforcement can accept the “I didn’t know” excuse or the “I forgot it was there” defense.  Plato said “Good people do not need laws to tell them to act responsibly, while bad people will find a way around the laws.”

As long as bad people continue trying, we’ll continue to need the security countermeasures that the TSA is continually trying to improve.

[1] The TSA Blog, “Sometimes The Airport Is Similar To A Gun And Knife Show,” Blogger Bob, September 28, 2011, http://bit.ly/oQYtUf

[2] Transportation Security Administration, TSA.gov, Media Room, “ROC Good Catch – Sword in Cane 8-23-11,” http://1.usa.gov/q3itSn

[3] The Baltimore Sun, Travel, “Man from Egypt held on BWI weapons charge,” Michael Dresser, July 14, 2011, http://bit.ly/qk098W

[4] TimesNews.net, Associated Press, “Screening finds grenades, knives, other weapons in luggage at Nashville airport; Tennessee man arrested,” January 8, 2011, http://bit.ly/q9ZjiY

[5] Thaindian.com, Newsportal-World, “Two people arrested on board U.S. Airways flight at Philadelphia International Airport,” BNO News, June 4, 2009, http://bit.ly/oIGyF5

I was witness to an increasingly unfortunate situation as I commuted home the other day – one that hits closer to home than most people may realize.

As I waited in the gate area of my flight home, the gate agent made the announcement that boarding would begin shortly, as soon as the less able passengers who were ticketed on this flight were accommodated onboard and situated. On this particular flight, there were nine wheelchairs waiting for boarding, one that was an electric wheelchair, which clearly meant that a little more time would be necessary to board this individual using the airline’s aisle chair on the plane.

While waiting in the boarding area, and quietly listening in on various conversations going on around me, I overheard a couple near me vocally protesting the extra accommodation by the airline and they were clearly upset that the extra time needed would cause them to arrive late to catch a connecting flight down the line. As they continued, a few people within earshot chimed in as well, all offering their own opinions about how the disabled and physically challenged passengers should be handled, one even going so far as to suggest that they should be restricted to certain aircraft types or even find themselves another method of travel. I was silently shocked at this conversation and began to wonder if these people were just unsympathetic idiots, or if this opinion was beginning to find traction among airline passengers in general.

Clearly, most of us are tolerant of the special needs of those less fortunate in physical abilities – in virtually every aspect of our daily interactions. We gladly make way for them, and are glad to be of service when they ask. While there are some cultural anomalies in this world that look down upon the disabled and handicapped, in the United States we seem to have evolved far enough to warrant added patience and we find ourselves wanting to help those who require a bit more human touch than most. But as I observed here, there was definitely a different feeling brewing in this gate area.

In 1986, the United States Congress passed the “Air Carrier Access Act” which spelled out specific requirements the airlines must follow regarding the handling of disabled passengers, which in many ways mirrors the “Americans with Disabilities Act” to protect these passengers from blatant negligence or unintentional neglect from the airline carriers. Over the years, there have been many changes to this law, many of which went into effect in May 2009. You can find a complete list of these changes, along with the requirements for special accommodation by the airlines at the U.S. Department of Transportation’s “Civil Rights” page regarding passengers with disabilities.[1]

A recent survey by the Scope Foundation, a charity that supports disabled people and their families, revealed that over 47% of disabled people faced some sort of discrimination while traveling. Of that number, 15% claimed they faced “high-level” abuse.  And the Commission on Equality and Human Rights (CEHR), who later this fall, will be publishing a report on violence towards those with disabilities while traveling, says that travel is one of the “hot spots for violence and harassment targeted at disabled people.”[2]

The airlines have had their share of mishaps regarding physically and mentally challenged travelers, and have paid huge penalties for not being proactive enough.  In Feb. 2011, Delta Airlines was slapped with a $2 million fine by the DOT for violating 14CFR, especially after it had been investigated four years earlier for similar violations and no improvements had been determined.[3] The DOT also fined Atlantic Southeast Airlines $200,000 in June 2011 for similar violations.[4]

Thankfully, with the assistance of watchdog groups such as Scope and CEHR, airlines have been forced to devote some of their resources to make sure this sector of the public is not only seen, but also treated with respect and dignity when they travel.  As much as it excites me that progress has been made in this area, it’s frustrating to see the backlash (especially first hand) from the public at large when it comes to the handicapped.

With more people flying than ever before, and airlines facing huge push-back from travelers who feel they are being gouged with additional fees, but seemingly very little improvement in the airline travel experience, it’s not surprising that people in general have begun to transfer their frustrations on any small thing that causes them even a minute’s worth of delay. The problem seems to be growing, but is there a solution? Can we, as a society, condone a growing outrage towards those who have additional physical and mental challenges who need the additional time and resources of airline personnel to travel?

I said at the beginning of this topic that this hits close to home for me. My sister has been a paraplegic since she was three years old. Today, at 26, she is happily married with three children, and is quite able to get around (especially with three kids!). While she was growing up, she would crawl around on the floor using her arms to propel her from place to place. She may have been physically disabled, but she never quite seemed physically limited.

Hearing these people in the boarding area of my flight publicly voicing these kinds of ignorant remarks makes my blood boil, but traveling in an airline uniform limits my ability to speak my mind. Believe me; had I been an ordinary passenger in that boarding area, they would not have gotten off so easily!

Most customer service oriented positions, especially in the airline industry, require training in sensitivity and the proper protocol for dealing with passengers with disabilities.  While not perfect by any stretch of the imagination, it tends to improve the quality of service that the disabled need just to get from one place to another. Even if I weren’t in the position I hold, I would still never think to discriminate, especially against those less physically or mentally able than I.  I don’t park in handicapped spaces in parking lots, and I go out of my way to open doors, or assist when I see someone struggling, handicapped or not.

It’s pretty sad to think that the public in general is increasingly less tolerant and I hope that by shedding light on this subject, that trend may be reversed.

[1] U.S. Department of Transportation, Aviation Consumer Protection and Enforcement, Rules Guidance & Enforcement Orders, 14CFR Part 382 “Nondiscrimination on the Basis of Disability in Air Travel,” http://1.usa.gov/q5UwLf

[2] The Telegraph, UK News, “Disabled passengers face ‘rising level of abuse on public transport,’” Jun. 11, 2011, http://tgr.ph/r1r318

[3] ABCNews.com, Money, “DOT Fines Delta $2M for Disability Violations,” Associated Press, Feb. 17, 2011, http://abcn.ws/otQcdI

[4] U.S. Department of Transportation, Releases and Speeches, “Atlantic Southeast Airlines Fined for Violating Rules Protecting Air Travelers with Disabilities,” July 11, 2011, http://1.usa.gov/rk114G

Ok, what **IS** in the water these days!?  In the air?  In people’s daydreams?

A couple of weeks ago, I wrote about two high profile cases involving celebrities misbehaving on airplanes.  Now it seems that the general public is trying to get into the act…

This morning, it was reported that a passenger on a Delta Air Lines flight from SLC to LAS threatened to slit another passenger’s throat with a knife over an argument regarding the armrest.  When other passengers noticed that the culprit reached into his bag several times, and removed something as it was cupped in his hands, the flight attendants were notified and the SLC Police moved in, removed him from the flight, and after a search of the contents of his bag, discovered a 3 1/2 inch folding knife.  He then proceeded to threaten the FBI agent who had joined the investigation![1]

Last week, on a flight from Majorca to Newcastle, UK, a 26-year old passenger suddenly felt the urge to attempt at opening one of the emergency exits at 36,000 feet, causing the emergency lights to come on, flight attendants to begin shouting their emergency commands and creating a panic among the passengers aboard.  He had to be restrained with eight seat belt extensions before they diverted the flight to London’s Gatwick Airport.[2]

And, of course, there were several tense situations on September 11, 2011, with suspicious incidents being reported at several airports, including the removal of three passengers in handcuffs from a Frontier Airlines flight from San Diego to Detroit (a flight that was met by fighter jets and escorted until they landed safely) and the remaining 116 passengers being detained and questioned by the FBI.[3]

These are just the incidents that actually made the news.  I have heard from several colleagues that they were involved in other cases where passenger misbehavior or suspicious activity was reported, and authorities called to the airplane for further investigation.

As with my earlier entry about other crazy stunts being pulled on flights, it should come as no surprise that in-flight crews, pilots and customer service agents are still on “high-alert” as it were, from the recent 9/11 anniversary.  Still, whether or not that is relevant, the fact still remains that some people still don’t understand that a “higher standard” of behavior is still expected when traveling by air.  Most crews can discern between rudeness and suspicious, but for the most part, they cannot afford to take chances in allowing any incident to develop into something bigger or more serious, especially when hurling through the atmosphere at nearly the speed of sound.

At times, the general public forgets that dissatisfaction is better communicated through letters or phone calls to the airline, rather than escalating it in the air.  There are unintended consequences that might have to be faced should a tirade from a fed up traveler evolve into a higher level of emotion.  Believe me; it doesn’t take much to move from “frustrated” to “taking justice into one’s own hands.”

In a somewhat ‘tongue-in-cheek’ blog entry, world-renowned travel critic, Peter Greenberg conveyed five sure-fire ways to get kicked off a flight, including dropping ‘F-bombs’ towards your flight attendant, to trying to assault a Presidential candidate![4]  While some of it may seem humorous, this doesn’t even scratch the surface of other surefire methods of instant removal.

Several years ago, while working as a Purser from Los Angeles to New York City, I had the misfortune of dealing with a truly strange situation.

A female passenger approached me in the forward galley to inform me that a seemingly inebriated male passenger was making unwanted advances towards her.  While she conveyed the story to me, she was very quiet, barely whispering the details to me when she told me that when she finally told him to ‘get lost,’ her retorted by bragging to her that she needn’t worry since he had a ‘bomb’ in his bag!  Definite red flag!  For certain, a ‘yellow card’ penalty of the first degree!

We immediately contact airport security.  Our General Security Manager (GSM) arrived planeside and informed us that all passengers and their belongings, including all checked bags and cargo in the belly of the plane were going to be removed and rescreened.  Two FBI agents appeared at the airplane door, and we directed them to the culprit.

As he was being questioned by the agents onboard, while being handcuffed right there in front of the remaining passengers on board, he exclaimed that he had told the woman that he had a “BONG” in his bag.  The agents weren’t buying it.  He was escorted off, along with his traveling companion, who just happened to be his boss and the CEO of the company the suspect worked for.  I wonder if he was eligible for unemployment insurance under those circumstances???

The bottom-line is that there really IS an unwritten rule regarding behavior on board airplanes.  While the general quality of the public’s set of manners continues to deteriorate, at some point the limits have to be established.  Although Congress recently enacted the Airline Passengers’ Bill-of-Rights, that is certainly not a free pass for bad behavior on a plane.

It really boils down to patience, both from the passengers and the airline personnel that deals with the public.  But should you find yourself in a showdown on words and personalities with an airline employee, be very careful.  The majority of the time, you will end up with the ‘short straw’ in that contest, and the ramifications of removal from a flight may be too high a price for you to pay.

[1] KSL-TV News, KSL.com, Utah-Local News: “Airline passenger carried knife, threatened others, police say,” Dennis Romboy, September 21, 2011,  http://bit.ly/ohOOLY

[2] FoxNews.com, Europe-World: “Passenger Tries to Open Plane Door at 36,000 feet,” NewsCore, September 15, 2011, http://fxn.ws/ndy3fU

[3] The Detroit News, DetNews.com, Metro and State: “3 Passengers hauled off Frontier flight at Metro Airport,” Calvin Men & Mark Hicks, September 12, 2011, http://bit.ly/mRAXSz

[4] PeterGreenberg.com, “5 Ways To Get Kicked Off Flights,” June 17, 2011, http://bit.ly/njLe1o

Before I begin this entry, I want to state for the record that my desire to post this doesn’t come from some inner need to have a spotlight pointed on me.  I realize that there are countless memorials and accounts of the attacks of September 11, 2001.  I wish not for this entry to be considered more important, or more poignant than those who were directly effected by the loss of a loved one or someone close to them on that fateful day.  I only hope that sharing my experiences of that day and the days that followed will serve as a testament to honor the fallen and the brave souls who fought to stop what was happening…

My recollection of those events actually began late in the evening of September 10, 2001.  My partner and I had just wrapped up a family visit on vacation, and we were heading back to New York City, where we were both stationed at our airline.  Our flight to La Guardia was the last of the night, coming from Denver.  Strangely, there were very few passengers on our flight that evening and we found ourselves occupying our own rows, one directly behind the other.

When we made our decent into the NYC area, the captain informed us that we’d be coming into LGA on a direct heading, and that anyone on the left-side of the airplane would have a perfect view of Manhattan as we landed.  We moved over to the windows to watch the spectacle that is always New York City at night, and that night was no exception.

We passed over the Statue of Liberty and then made our way past the twin monoliths of the World Trade Center.  As we passed by, I recall the conversation I had with my partner:  how we had lived in the area for four years up to then, and had still never made it to the observation deck of the Twin Towers.  I remember making sort of a pact that we would make an attempt to visit that vantage point in the very near future.  It was that last time he and I ever saw those buildings intact…

We lived in Richmond Hill, which is a small suburb of Queens, approximately 9 miles (as the crow flies) from the WTC.  Sometimes, on a good, clear day, you could make out the silhouette of the Towers from the elevated train, just a block from our building.  It was always fun to see them jutting out from the horizon, and we often commented on how far apart they were from the Empire State Building, something you could definitely make out from the La Guardia Airport.

We had gone to bed late that night since our arrival was just before midnight, and it was nearly 1:30 a.m. before we found ourselves nestled into our bed, with our two cats lying across us on top of the covers.  We both fell sound asleep and what we dreamt of that night, I’ll never know…

Our slumber was rudely awakened to the obnoxious sound of the house phone, ringing impatiently.  I got up to answer the call and my younger sister was on the other end of the line, panicked.  Since I was still trying to shake the sleep from my brain, I didn’t quite grasp what she was so upset over.  “I am soooo glad you picked up!  Are you watching the news?”

“No…are you crazy?  I just woke up!”

“Go turn on your TV!!!  NOW!”

Reluctantly, I walked into the living room and turned my set on…I have been a news junky all of my life, so not surprisingly, the television was already tuned to CNN.  There on the screen sat the WTC, with smoke billowing from one of the towers.  I didn’t know what to make of it.

“Wow, that looks like quite a fire,” I said to her.

“The news says they think an airplane crashed into it!  That’s why I was calling you to see if you two were okay!” she replied.

“Well, yeah, we just got in late last night.  What makes them think this is a commercial jet?”

“That’s just what they were saying…that’s all I know.  I’m gonna hang up now…I’ll let mom and dad know you guys are alright, ok?”

“Sure,” I said and unconsciously hung up the phone.  I quickly went back into the bedroom and awakened my partner.  “Hey, you need to come take a look at this.  The news is reporting that a commercial jet crashed into the World Trade Center!”  A muffled “huh?” is what I got in return as I headed back into the living room to watch the events unfold.

As I listened to the ‘talking heads’ make commentary and speculation about what had happened, and as my other half walked into the room to see what I was yammering on about, it happened.  The most horrific thing I had ever witnessed up to that point in my life, and the moment everything in our lives changed.  We sat in silent horror as we watched the end of United Airlines Flight 175 disintegrate into the side of #2 World Trade Center.

A sudden numbness fell upon me.  At that very moment, I found myself in a state of suspended animation…I know what I saw, but my brain wasn’t processing it the way it should have.  All I could do was hold myself and listen to the continuing conjecture and supposition that the news anchors were spewing, constantly updating and trying to disseminate information as the event unfolded and as news reporters around the area were checking in.

Within minutes of the attacks, the video of the crashes were being repeated over and again, each time the images burning hurtful and damaging memories into my subconscious.  As reports of an additional plane being crashed into the Pentagon and  a fourth one missing and presumed lost in the lower part of Pennsylvania came in, I felt paralyzed…I wouldn’t move and I couldn’t either…I was a dry sponge, absorbing every tidbit and scrap of new information that came over the air.

Before long, the FAA reported that all planes in U.S. airspace were being grounded.  There were planes coming in from Asia and Europe that were diverted to various airports in Canada.  Later, the word came down that all airline traffic was suspended for five days until these things could be sorted out.  My partner and I were scheduled to fly during those days…we were told to stay home.

Later in the afternoon, the telephone rang again.  This time, it was an unexpected and worrisome call:  it was my nine year old son, calling from California.  He was crying and yet happy that he had finally been able to reach me on the phone.  He said that he had been trying for hours to get through, but the phone systems across the country were jammed.  It felt good to reassure him that I was okay and that he and his younger sister could rest easy this night, knowing that daddy was home and safe.  Many others would not have the same fate as I that night.

For three solid days and nights, I sat electrified to the couch, eating very little and saying very little.  One peculiar thing happened during this time at home.  A year earlier, we had adopted a Short-haired domestic grey Tabby cat named Chloe.  It was evident early on that she suffered from anxiety and separation issues, and that she had been somehow abused as a kitten.  Afraid of her own shadow, she would rarely sit in a lap, or nuzzle up close to either of us.  On the afternoon of Sept. 11th, however, she started doing something she had never done before, but to this day, she still does:  she hopped up onto my partner’s lap and began to nuzzle and ‘paw dance’ on his arm, purring deeply.  Amazingly, 9-11 affected even our cat!

Near the end of the third day of non-stop news coverage, the flood gates opened in my mind.  I suddenly turned off the TV and began sobbing; my body heaved with fear and sorrow and I couldn’t control the tears.  The reality of a life-changing event crashed down upon and around me and I had trouble breathing…it was like this never before experienced anxiety swept over me and I, for the very first time in my life, felt real fear.

On the fifth day following the attacks on the US, I was asked to work a flight to London out of JFK…the first one to London my airline was able to operate after the events that shut down our nation’s transportation system.  It had been difficult for the airline to find crew members who were willing to fly then, but somehow, I mustered up the courage to say ‘yes’ and I headed to the airport.

The flight over was surreal.  The passengers were quiet and somber.  Many wept the entire flight.  I found myself handing out tissues all across the Atlantic, and I caught myself weeping in the lavatory on several occasions, not wanting my passengers to feel any further anxiety than they already had.  The flight attendants performed there duties, albeit we were staffed at the minimum allowed by the FAA because no one else was emotionally ready to return to work.  Meal services went by rapidly, and many refused to eat as most had lost their appetites.

When I arrived at Heathrow, I was met by an airline supervisor, who was desperate to find crew members willing to work the flight the next day to San Francisco.  I said ‘yes’ without hesitating, but I knew that I was doing so without thought or consideration of my own fears and anxieties.  I was literally mentally numb and it would take months to fully get back to my typical, jovial self on board the airplane.

That first trip back on the line ended up stretching into a seven-day stint for me, flying back and forth between LHR and SFO with minimum rest in-between flights, the airlines were all so desperate to get people where they needed to be.  The time past like a flash to me; somehow I just really don’t remember much of the trip or the crew I worked with at all.

In the weeks that followed, I worked on flights that brought in fire fighters, policemen and Search & Rescue teams from around the world to New York City.  I’ll never forget the day I worked the flight from Los Angeles to JFK when the fire brigade from Disneyland came to New York to help in the rescue efforts.  The leader of the group honored my crew with tee-shirts and lapel pins of Mickey Mouse in a fireman’s outfit with a crash axe in hand, the official pin of the Disneyland Fire Department.  In honor of all the volunteers who helped during those trying and extremely difficult days that followed, I continue to wear “Mickey in Uniform” on my own flight attendant uniform.

Tomorrow, it will have been ten years since the nightmare began.  I will never be able to relate to those who perished on the four flights of 9-11-01 nor can I comprehend the sense of loss that those who lost anyone in the Trade Center or the Pentagon or Shanksville, including the police, firemen, search & rescue volunteers and even the cadaver dogs.

As the coverage on this event ramp up, I’m sure that many of the old feelings will return.  As an example, the NBC Nightly News reported a couple of days ago that the audio tapes from the emergency 911 calls and the air traffic controller audio tapes had just been released and they played some of that audio on the news.  A chill went down my spine and I could feel a sickness develop in my stomach again.  Had the report lasted a further 30 seconds, I would have turned off the television.  To this day, I have never been able to watch the film “United 93″ and I doubt I ever will.

There are events which are so pivotal, that we humans tend to reference our timelines by them: Where were you when Kennedy was shot?  Do you remember watching the first man on the moon?  What were you doing when Challenger exploded?  It’s common for us to do this.

For me, none of those events carved out such a deep knotch and such a deep emptiness like 9-11 did.  For many of you, I’m sure you feel the same.

My career was changed forever too.  Every year, new regulations, new restrictions and new warnings are passed down the pipeline for us.  We may never have the luxury of relaxed airline travel again, and perhaps an event such as this one should prevent us from letting our guard down, even for a second at this juncture.  As long as man continues to hate his fellow man, and use fear and death as a weapon against each other, our lives will never really find relief.

And that is something I wish we could all remember, and forget…

I’m not sure what it is, but the Olympic Games has always been an exciting television event for me.

The atmosphere, the buzz, the excitement.  It’s in the air and all around the host city.  In 2002, when Salt Lake City was the host city of the Winter Olympic Games, there was something magical about it all.  The entire city was transformed into pretty much the absolute largest sports convention in the world, and it was happening in my backyard!  For 16 days, the world comes together, despite it’s differences and gathers to compete in what is arguably the most prestigious sports award in the world.

Now the world stage is ready to light up the Vancouver skyline, and I can’t think of a more beautiful city to have host them.  I had the privilege to work on the very first flight of the day from San Francisco to the Olympic Games today and you could really feel the electricity in the cabin as the passengers were set to begin the next chapter in world winter sporting competition.  There were several athletes onboard who waited until the last minute to come to the Games as they finalized their last workouts, honing their laser-sharp talents for the entirety of mankind to behold.

What a feeling that must be, to be a competitor in these most competitive of venues.

There was an older couple on the flight this morning wearing their leather USA jackets.  This is their 10th Winter Olympics and those jackets we adorned with pins from all the various games they had attended.  There was a young Korean family traveling with us who were there to inspire their two young daughters–perhaps one day they would be on the ice, winning their OWN gold Olympic medal!

Even though I will be on the road for most of the days of the Games this year, I will be running my SlingBox into overdrive this month, trying to keep my DVR from filling up too rapidly from all the events I want to watch.  I remember having to work to Tokyo during the 2002 SLC Games and being forced to watch the coverage in Japan was an interesting experience.  I was amazed at what events drew the attention of the Japanese, as opposed to an American audience, and it made me realize that with all the hundreds of different events that are offered, it’s good to know that there really is something for everybody.

To to all the world’s athletes: we salute you and wish you all the best in your endeavors to conquer gold!  And to the spectators, both in Vancouver and around the world: Let’s watch and play together in a spirit of harmony and good sportsmanship.

I believe it truly defines our species as worth growing together as a single world!  Cheers!