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Passenger Removals and Masks

Old 09-03-2021, 03:16 PM
  #11  
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Originally Posted by tallpilot View Post
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.
i understand your position, and I think I probably would agree with you if we were given the same sets of circumstances. But I think it’s a problem if by “support your crew members” you mean “defer your captain authority to them.” I think that’s not what you mean, but it kinda reads that way if you let them make your decisions for you
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Old 09-03-2021, 03:18 PM
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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”

Last edited by Wilfortina; 09-03-2021 at 03:30 PM.
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Old 09-04-2021, 08:49 AM
  #13  
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Originally Posted by Av8rPHX View Post
That was in response to the “hurt feelings” comment a couple posts up
Yes, I was agreeing with you.
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Old 09-05-2021, 06:55 PM
  #14  
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Originally Posted by TiredSoul View Post
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.
No one wants to be the next 10pm news star so deescalation (or a warning with a second chance) is always preferred but I agree with this. Passengers have had several warnings along with several acknowledgements agreeing to wear a mask. Be an adult and wear it or find a other mode of travel. I dislike masks as much as the next person but I can agree to wear it for a few hours on a plane without whining like a baby.

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!
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Old 09-06-2021, 07:30 AM
  #15  
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Originally Posted by rswitz View Post
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. ​​​
One of the things I’m noticing is the absolutely wild variations flight to flight on how much attention is given to proper mask wearing by the flight attendants. I was non-revving on a Delta flight out of Atlanta yesterday and it was absolute overkill. One flight attendant completely fabricated an FAA regulation. Multiple unscripted PAs, including before and after cabin service. On the flip side, I’ve been on flights where it never even gets brought up other than the initial scripted announcement.

A lot of the problems would be resolved by simply using discretion on when (or even if) addressing the issue.
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Old 09-06-2021, 08:38 AM
  #16  
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Originally Posted by QRH Bingo View Post
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!
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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Old 09-06-2021, 10:52 AM
  #17  
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Originally Posted by rickair7777 View Post
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.
I totally get it and am well rehearsed in having to enforce something because others, who are obeying the rules, want it so... I guess what I want to say is that it sucks to the crew who get put in those situations to begin with due to those types of passengers who cannot behave like a normal adult. Everyone loses.
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