If you are a regular reader of this blog, you know I spend a lot of time on planes. When you fly a lot or spend a hunk of time at airports, you observe human behavior in many of its less magnificent expressions. There’s no way around it — the more you fly, the more likely things are to go wrong. It’s a numbers game. Take 100 flights, and if just 5% of them don’t go as planned, that’s five bad days of travel interrupted. That 5% is optimistic.
Frequent travelers know that getting angry at the people trying to help you with a canceled or rerouted flight is not likely to get you what you want. You may think yelling at the person on the other side of the computer will get their attention. What you don’t know is what they are typing, or would have typed if you had been a little kinder.
Last week I had one of those bad business travel days. Shortly after takeoff, we were notified by the captain that there was an unexpected rumbling we all heard in the retraction of the landing gear. Although he assured us we were safe, to be even safer he was going to make an unscheduled landing at the next major airport we were approaching.
You can imagine the groans from the cabin passengers. “There goes the day.” “So much for our plans.” Yep. That’s what happens. The captain makes the call and the plane goes where the captain says it goes. Twenty minutes later we were on a runway and at a gate two hours short of our destination.
Indeed there was confusion when we landed. We were asked to disembark and wait at the gate. Job 1 of course was to inspect the plane and see if it could be airborne again. If you have ever experienced this scenario, you know the chances were maybe 10% that plane was going back in the sky the same day, but you do what the crew advises and take it a step at a time.
Because we were an unexpected landing the gate was understaffed. While they tried to get the connecting passengers rerouted, they asked the single destination passengers to wait for a call on whether the plane was safe to fly again or we would need to be rebooked. Frequent travelers know not to wait — you get on the phone or internet, rebook while seats are available on other flights, and take whatever seat you can get to keep moving. Of course not everyone can be helped immediately with long lines and on-hold wait times, so there was reasonable angst in the gate area.
Reasonable, that is, until the captain came off the plane and visited with us while we waited. That’s when people became unreasonable. He told us the likelihood of that plane taking off again the same day was extremely low, and we should all be making other plans. He was honest and straightforward. He didn’t have to do that. He didn’t even have to talk to us. In exchange for his candor, a number of passengers started yelling at him. “This is unacceptable!” “Do you know how to run an airline or not?” “What compensation do we get for this inconvenience?”
There are a few cardinal rules frequent travelers embrace. Don’t make jokes when passing through security. Don’t step in front of small children or anyone in a wheelchair when boarding or deplaning. And don’t yell at anyone in uniform. Ever. Do not yell at a flight attendant. Absolutely never yell at a pilot.
For all these angry passengers knew, this pilot might have just saved their lives. Sure he said there was no danger in the air, but you don’t know if that’s really true. A captain would never create a panic in the cabin. This captain made a call and set the plane down. Now we’re calling family to tell them we’re going to be late and worrying about retrieving our luggage. Could it be worse? At 37,000 feet above the Earth?
I remember during Covid when passengers were complaining to flight attendants about wearing masks. Sometimes that exploded into yelling. I thought to myself, what makes people think that flight attendants have any discretion over enforcing federal policy? What can passengers possibly hope to accomplish by yelling at those making it possible to fly during the pandemic?
Airline inflight personnel are heroes who look after our safety first and foremost. They don’t run the airline. They aren’t in management or marketing. They are not jet manufacturers or maintenance crews. Their job is to get us where we are going safely. They do that with 99.99% accuracy, maybe more 9s. To yell at a pilot for the inconvenience someone might be suffering is beyond ignorant, beyond disrespectful, beyond lunatic. The pilot did his job. Applaud him, thank him, write a letter of commendation on his behalf.
Don’t yell at the pilot. Never. You’ll get where you’re going because a highly trained and experienced professional kept that option open for you. Their thousands of hours in the cockpit prepared them to make split-second decisions, perhaps a few consequential times in their careers, that allowed you to read these words. I’m in awe of their talent, commitment, dedication, and perfectionism. Yell at them and you’re going to get a different kind of feedback from passengers like me, their most devoted fans.
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Photo: Pexels
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