United still upsetting pax

[PAXboy]

I know that:

• We were not there
• We are hearing only one side of the story
• The Captain must do what they think is right for that moment in time
• There will be those (possibly crew) who will say that the staff are always right
• The pax are not always right

It's just that - you would think United would be wary of getting themselves in the newspapers again ... It is reported in this story that the cabin crew had already resolved the problem, before the Captain took further action that (allegedly) undid the good work of the CC.

United Airlines pilot makes emergency stop and kicks child with autism off plane because he 'felt uncomfortable' - Americas - World - The Independent

[ExXB]

• We were not there
• We are hearing only one side of the story
• The Captain must do what they think is right for that moment in time

'Nuf said

[Dont Hang Up]

I read this and was wondering about writing something then spotted that the very top comment following the story expressed my view perfectly...

I do feel for the family but the Mother incited the concern by her own comment about her daughter “get to the melting point” and maybe scratch someone. It should also have been up to her to know the length of the flight, the food options etc and discuss with the airlines cares and concerns prior to the flight to ensure the safety of her child and everyone involved.

[PAXboy]

Certainly all those are tru which is why United should be getting THEIR side of the story out. Multi-Media works both ways and I posted this to show that United have not yet woken up to the problem of customers now being able to shout louder than they have ever been able to do so before. That is the carriers problem. Fair enough to offload but get your story out too, I suggest.

[west lakes]

I find the press report calling the mother "Ms" ....... interesting, especially when United gave her, her correct title Dr .......

[mixture]

Having flown recently on USA domestics, both US and AA are very jittery about secuwwity. But US more so than AA, when the time came for one of the untouchables to go for a pee, about the only thing missing was cabin crew donning body armor ! Seriously, the whole protocol was one of the most protracted and excessive things I've ever seen !

So it doesn't surprise me in the least that a jittery cabin crew may well have completely misread the situation and fed the wrong message to his lordship over the intercom.

I do agree however with the sentiment that "We were not there" and I would be curious to know whether the airline were adequatley pre-briefed on the passenger's condition.

[Mr Chips]

I just read this story via another social media site. I am a major advocate for those living with autism, and people who have children with autism, but from reading the article it seems to me that the mother basically used her daughter's condition to blackmail the cabin crew. Feed her or she will become violent? Should have kept the child on board and kicked the mother off!

[mixture]

When a pilot is NOT COMFORTABLE it really means: The pilot has perceived a threat to the safety of flight.

Thank you for stating the obvious !

I think you are skirting around the fundamental problem that the captain makes their decision based on what they are told on the intercom.

Thus, if cabin crew over-egg the pudding on the phone, then they will merely make the captain more uncomfortable than he/she needs to be.

Thus there are three sides in this story:
- The passenger
- The crew member who called the flight deck
- The captain

Its easy for you to sit there and lecture us on how we should respect the "uncomfortable" captain. But in reality, he/she is sitting there right on the bottom of the pile ... far removed from the actual cause ... and thus susceptible for things getting "lost in translation". Especially as in this instance we had an autistic child, communicating through their parent, who was communicating to a crew member, who was probably communicating to a senior crew member, who eventually communicated to the captain .... that's quite a long chain with various levels at which things could be mis-interpreted.

My guess would be that there is scope for learning on ALL sides after this event... the airline, the cabin crew, the flight crew and the parent/child combo. I don't think its right or proper for you or anyone else to automatically err on the side of the captain without knowing all the facts.

[lomapaseo]

I doubt that the captain acted alone in this situation.

He would listen to the cabin crew for some assessment.

Over-react ??

Could very well be that the situation calmed down but then re-ignited fueled by the mother when she saw the captain. If that happened then the cabin was no longer secure and all we are reading is the result and not the cause.

Yup bad press for United but that's life

[twb3]

In short, the mother demanded that UA provide a hot meal (no hot food was catered or scheduled for the cabin in which they were seated) for the daughter and told a flight attendant that her daughter would "have a complete meltdown and start scratching" if it were not provided. In other words, a threat was made to the crew of violence if the meal - which the parent failed to provide for - was not forthcoming. I think that the mother made the decision to divert and remove by making the threat.

[mockingjay]

United a website is clear in terms of what is provided (usually nothing) and as always parents remain responsible for their child's wellbeing. Airlines cannot and should not have to provide hot meals on the off chance that someone may 'need' it.

If they want it they can buy something hot onboard, buy something at the terminal or select another airline or mode of transport that meets their needs. Similarly if your child has allergies (real or fashionable ones) then the onus is on the parents to provide. It is not possible to cater for everyone in the confines of an airliner cabin. As with everything in modern day society it's always someone else's fault, it's never my doing, I was completely helpless etc etc.

[Ancient Mariner]

A 15 year old, unarmed girl a "threat", and the pilot "didn't feel comfortable"?
Oh dear, this world is going down, and going down fast.
Will the last man turn off the light, please.

[mockingjay]

Sorry but having the risk of anyone "having a meltdown and start scratching" could be an issue for other passengers or the crew. People buy a ticket to get from A to B, not to potentially get stretched by someone out of control. I sympathise with the parents but the crew absolutely did the right thing. Just like the little old lady who got violent a few months back on the TATL causing a diversion. Regardless of age people can still inflict harm on other and an aircraft cabin is no place for someone who is potentially out of control.

I'm not sure what the parents were trying to achieve but it hasn't worked for them and has backfired on them. Like I mentioned the catering situation is explained before boarding.

[Hotel Tango]

Ah, but apparently the child did not at any time actually become disruptive. I could understand the diversion if that had been the case. Personally I still see it as an paranoid overreaction which is actually not untypical in all walks of life in the USA.

[radar101]

Originally Posted by Hotel Tango

Ah, but apparently the child did not at any time actually become disruptive..

So the crew, having been told that her daughter would "have a complete meltdown and start scratching" should have waited until it happened before reacting??

[Hotel Tango]

Whilst I do not dispute the argument from posters that the mother naively failed to prepare adequately for the trip, according to the report, that statement from the mother was meant as a means of emphasising how important it was that she be fed a meal. Since the cabin crew provided her with a meal and at no time did she become agitated, my contention is that there was no threat to the safety of the crew and passengers. Let's see what the lawyers think.

[west lakes]

Since the cabin crew provided her with a meal and at no time did she become agitated, my contention is that there was no threat to the safety of the crew and passengers. Let's see what the lawyers think.

So prior to boarding the flight the mother withheld information and used it to get her own way.

The crew was clearly, in my view, correct in wondering what else may have been withheld and what other risks may be present.

One thing for certain had an incident occurred involving one or more other passengers the only common point would be blaming the airline.
Not the mother for failing to plan the journey to ensure zero risk to others!
(and if you read the initial quote , the mother is entitled to use the title Doctor, so could be classed as intelligent)

[Hotel Tango]

So prior to boarding the flight the mother withheld information and used it to get her own way.

Can you be sure of that? Or did she mistakenly believe that a meal was provided or could be purchased on board? She did after all ask if there was a meal she could purchase. Sure, she should have done some better prep work prior to travel, but in past years I've been caught out by what is and isn't available on flights. It varies so much from carrier to carrier. And in the U.S. it's not unusual not to be fed anything for relatively long sectors, something which is not expected from so-called legacy carriers.

[SeenItAll]

These people claim to have flown many times before. They wanted a hot meal. No US carrier has served any free meals (let alone hot ones) in domestic Y (even transcons) for many years. Further, the buy-on-board stuff is always cold food. They knew this request (i.e., to poach something from F) was exceptional. Further, they got it fulfilled. Where the wheels came off the bus was when the mom, proffered the threat that if hot food was not found and served, a meltdown and scratching might ensue.

[west lakes]

I wonder if the family has actually tried this one before and got away with it!

In today's world it is quite possible and probable the captain made contact with the company on the ground as part of his decision making process and found out some truths.