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Originally Posted by tallpilot
(Post 3289480)
In my experience the key is staying in your seat. Let the customer service personel handle these situations. Without a nice cell phone video of 'Captain Friendly' there isn't a story for anybody to run with.
Incidentally, I can count on one hand the number of times I threw someone off. In each case the passengers nearby clapped. That tells me everything I need to know. Those who witnessed most of the interactions thought the person was a jerk. I start my trips with a briefing that I prefer de-escalation strategies. But again I always support my crew members even when they are wrong. You are free to make your own decisions about your leadership style. |
Also to clarify, it was not verbal abuse I was describing. It was overhearing a pax cussing under his breath
probably a bad example without describing the whole event. Better example: FA came up and said someone was talking loudly on their cellphone during boarding and wanted them kicked off. ”oh. Did you ask them to talk quietly or turn off their phone?” ”no.” ”ok let’s try that first and see how that goes” |
Originally Posted by Av8rPHX
(Post 3290017)
That was in response to the “hurt feelings” comment a couple posts up
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Originally Posted by TiredSoul
(Post 3289470)
It’s not like they don’t get any advance notice of a mask requirement.
They agree to it when checking in. ”Well I’ve made it to the plane as now I’ll just pretend to be drinking water all the time” doesn’t fly…literally. It’s been asked nicely, pointed out and reminded. Out you go. Other pax have rights also and they expect compliance and consequences. Yes passengers’ behavior needs to improve but at the same time we don’t need FAs being the mask police either. Gotta find a happy medium somewhere. Or just don’t enforce any rules and put those blinders on! |
Originally Posted by rswitz
(Post 3289062)
Seems to be happening a lot lately. I'm noticing a lot of crews immediately resorting to removal from the airplane over mask non compliance when in many cases a softer approach could be more effective.
I hate to see paying customers being kicked off when simple de-escalation methods work. Of course there are cases where the passenger is intoxicated/disorderly and that's a different situation. What are you all seeing at your airlines in terms of how this is generally handled? Just curious. A lot of the problems would be resolved by simply using discretion on when (or even if) addressing the issue. |
Originally Posted by QRH Bingo
(Post 3290994)
Yes passengers’ behavior needs to improve but at the same time we don’t need FAs being the mask police either. Gotta find a happy medium somewhere. Or just don’t enforce any rules and put those blinders on!
Different than say drinking booze from your own bottle, which nobody else cares about if you behave. |
Originally Posted by rickair7777
(Post 3291152)
That might work for other issues but the problem with masks is that many OTHER pax want it enforced, and the airlines want it enforced so as to not scare off half their customers. If pax complain the airlines will call the FA's on the carpet.
Different than say drinking booze from your own bottle, which nobody else cares about if you behave. |
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