JUDD:
Quote:
If you, rather than starting off with communicating like a civilised adult, would start off by making a scene instead on a flight where I was in charge of the cabin, IŽd not be inclined in any way at all to accommodate you. Never mind the circumstance.
Behave like a Neanderthal on board, and get treated accordingly.
Behave like an abusive Neanderthal and get off-loaded ASAP.
Politely insist on what is right, at a time when the crew can still take effective action, and you will succeed.
1. Since when can a CC offload a pax? If any of my crew would off load a pax without consulting me as Cpt first, then that CC would be left on the tarmac as well for non-adherance to SOP and law. Only the Cpt can offload!
2. It is a piss poor CC who kicks off as soon as they meet a frustrated pax who complains. A good CC will talk the individual calm and resolve the problem, regardless how intelligent or not that pax is.
3. We have many big-sized pax traveling with Ezy everyday and it is very rarely a problem. I had a pax who needed 2 seats one day, and the great team i had in the cabin sorted that with a smile. Problems are merely a opportunity to make a difference
I can see both points of view here. I don't think Judd indicated he would offload them and I'm sure he would liase with you, the Captain, so that you could come to some conclusion or solution.
Cabin crew shouldn't 'kick off' with frustrated passengers, you're right. However, as a pilot, you will rarely see or here unreasonable behaviour, language and snide personal comments that cabin crew can sometimes receive. I've been sworn at simply for saying "hello, I just need to see your boarding card'. Now in that situation, I remain calm but I don't beat around the bush in telling that pax to watch his language, it can be done quietly and calmly. The I try to find out what the problem is in order to see if there is something I can do. 99% of the time they will calm down and sometimes apologise even. If they continue with that kind of behaviour though I too would lose patience and be less inclined to help. Despite the stresses and strains that can be experienced in the airport there is no excuse for being extremely rude and abusive. Judd is absolutely correct in saying that in most cases a polite complaint will help your cause more.
It's interesting to note that when pilots do hear such instances of rude behaviour I've known some, with admirable intentions, to go OTT with the pax when the cabin crew could probably have diffused the situation better.
It's a balancing act.