I’ve been pretty lucky flying during the pandemic. Most of my passengers have been cooperative and understanding of the mask rules, the social distancing we all had to endure, and the temporary changes to normal procedures that were implemented to minimize risk.
That said, now that summer is here and people are making up for lost time, airports and airplanes are getting crowded again, and it’s great to see from a job security point of view.
But more people means more short tempers. I recently had a flight on which a passenger very nearly got himself banned from the airline, and possibly from multiple airlines. We had just closed the door in Houston for a flight to Newark. There was some last-minute confusion with a couple of jumpseaters (we had one pilot in the cockpit and two flight attendants in the back, all trying to get to work). When the final passenger count came off the printer, it was off by two. Unfortunately, it took more than 20 minutes to figure out what had happened. And the truth is, I’m still not sure exactly what transpired in the gate area, but we finally got the mess sorted out.
And then it started.
One of the flight attendants called and said we had a very belligerent, non-compliant passenger who was causing problems. His complaint was that we were running late, and he had paid for an on-time departure. That’s fair, but we can’t leave until we can confirm that the passengers who are on the airplane are actually supposed to be there. It’s hard to believe that people still get on the wrong airplanes in 2021, but it does happen rarely.
What this fella didn’t realize is that he was now making us even later, because now we had to make a determination about possibly returning to the gate and removing him. That led to a discussion of which gate we might use, and how long it would take for us to get the police there. As a result, we were taxiing very slowly to buy time while the cabin crew worked to de-escalate the situation. Removing people from an airplane is never fun or pleasant, and in this case, it would have been in part due to our late departure. It wasn’t like he got on and started causing trouble just to cause trouble—that’s easy to deal with.
Finally, the lead flight attendant called us back and said she had spoken to the passenger and his wife, and had made it clear that he was fast running out of time to change his attitude. His wife did what spouses do and got through to him that if got thrown off the airplane, his troubles were just beginning.
The rest of the flight was uneventful, and we were in fact on time landing in Newark. Ironically, we would have had to wait for a gate if we were early, because ours was occupied by a flight that was late getting off the gate. To top it off, that flight had to return to the gate for a mechanical issue, which required our ground crew, so we were looking at a late arrival (by just a few minutes) no matter what.
Sometimes, you just can’t win for losing.—Chip Wright