gate agent

Flights From Hell was sent a link to the video below by a friend of the videographer.  The video, taken recently at Albuquerque’s airport, shows an individual who’s very upset at a gate agent for refusing to allow him to board a flight because he’s inebriated and agitated. Although the traveler pleads that he has to get to Dallas for a business trip, threatens to sue American Airlines, hurls personal insults and profanities (don’t watch if you’re offended by foul language), the agent sticks to her guns.

While FFH has many stories describing poor attitudes on the part of airline staff, airport and flight personnel all too often receive rude treatment by the traveling public. Such experiences can lead staff to become less inclined to focus on providing courteous customer service. If each side tried to see things from the other side’s perspective, and would treat others as they’d like to be treated, traveling would be a much better experience for everyone. Maybe it’s something to make as a New Year’s resolution for 2012?

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This took place when I was ten years old, on a charter to Aruba. We flew some horribly unprofessional airline, Xtra Airways. We always used to take a limo to Boston/Logan wickedly early in the morning, like 4:00 for a 6:00 departure time. The limo (car) showed up around 3:50, and so did the phone call from Xtra: ”Your flight to Aruba is currently delayed an hour.”

OK, only an hour. We still left immediately, but stopped at a Dunkin Donuts. We arrived at Terminal E and waited in the longest security line possible at 5:00 in the morning, mostly everyone who was on our flight. We had express check-in, but this was unhelpful today.

As of 7:00 no announcement had been made. I was sent over to the gate agent who promptly said, “Fifteen more minutes.”

About an hour later I was assisted greatly by the same response, “Only 15 more minutes.”

We finally boarded at about 8:30, then sat at our gate for 15 minutes (ha ha ha) for no apparent reason.

The FAs on this airline were some of the worst I have had the pleasure to deal with. They were all over 50 and spoke too loudly. Everyone heard “Would you like to spit that up, honey?” as one of them inquired about a man’s odd gagging noises.

Breakfast was served in a paper bag with a frown, and was a stale muffin, old orange juice, and other horribly disgusting “food” which I don’t care to remember. Lunch was nonexistent, and was substituted by a shot of soda and stale pretzels. A number of kids on the plane (including myself) were blowing up the paper bags, and the FA was, well to be polite, a complete asshole about it.

The rest of the flight was fine, but we sat in Aruba for 15 minutes w/o AC to wait for stairs.

“Ladies and gentlemen, welcome aboard Xtra Airlines, it’ll be 15 more minutes.”

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My second flight from hell happened Christmas 2007. I booked a flight from Frankfurt, Germany to Portland, Oregon months in advance and I was really looking forward to seeing good friends again after quite a while.

I was booked on United from Frankfurt to Chicago O’Hare and later to Portland. It was December 23rd and I was scheduled to arrive in Chicago around 5pm; my connecting flight should leave around 7pm and land a few hours later in Portland.

The flight from Frankfurt to Chicago was more or less uneventful, but the captain announced shortly before landing that the weather in Chicago was pretty snowy and we should expect some turbulence.

We arrived safely and I headed to the gate where my plane to Portland was located. By the time I arrived I noticed a huge amount of people sitting on the floor, lying on benches and generally waiting in the terminal. After a look on the flight monitors I recognized that a lot of flights were already delayed or even cancelled due to the bad weather. Two previous flights to Portland were delayed by an hour or more but mine was still on time… that made me thankful but I didn’t really have a good feeling. Should I really be one of the lucky guys this time? Well, let’s keep it short – of course I wasn’t.

After my flight was delayed for about 45 minutes (which was nothing compared to all the other flights that day), we were allowed to board and sit down. After I found my seat and sat down, all passengers including me didn’t see or hear anything from the crew. There was no captain, no steward, no service, nothing. That surprised us,and after about an hour the gate agent made an announcement: “Dear passengers, we’re sorry to inform you but your crew won’t make it due to the heavy snowfall outside. Please get off the plane and line up at United customer service.”

So we all got outside and searched for the next customer service desk. The desk was pretty easy to find because people were already waiting in a line that was longer than any other line I’ve ever seen. I got my place in line and heard a guy shouting, “Passengers booked to Portland, Oregon please come to desk XX.”

I grabbed my carry-on luggage and started to run. I arrived at the desk as third in line and was pretty excited because I had no clue what could happen. By that time my cell phone battery was of course dead and I didn’t have my friend’s phone number in memory, so there was no chance that he could do anything for me and that I could inform him about my situation. The agent handed me a hotel voucher and told me to come back to the airport at 5am the next morning. It was 11pm when the bus picked us up and brought us to the hotel.

Realizing that people from three flights to Portland were in that hotel and on stand-by didn’t really make my mood get any better. After checking-in at the hotel, I asked for a battery charger and was finally given one. I called my friend and was told that he kept tracking my flight and had already made a reservation for me at a 5 star hotel… bad luck for me, but all I needed was a bed for a night, so it didn’t really bother me.

Four hours later I found myself on the way back to the airport, and after going through security I was told to go to gate XX and wait for any free seats on the next planes. Three more flights to Portland were scheduled and mentioned by the gate agent, but the weather still was not as good as it probably should have been.

After the first flight had been filled with stand-by passengers, I wondered if I’d be considered because my flight was booked miles from my friend from Portland. Flight two was filled but my name was still not announced. There wasn’t many people left when the agent announced the lucky names to get on plane number three, so I guessed my chances on plane three were alright. Well, my name was not on their list and the doors were closed without me onboard.

Starting to get a little desperate at this point cannot describe the way I felt. Being in a foreign country with no knowledge about the procedure and not knowing what to do, I asked the gate agent what he could do for me. He looked in his computer, talked to the other agents, printed out a boarding pass and said to my surprise, “There is a fourth flight with destination Portland leaving in a minute. If you run you can perhaps catch it.” I then asked him if he could inform his co-workers at the other gate that there is a person running like hell and willing to go on that plane. I didn’t wait for his answer but was thankful to be given a chance.

I ran to the other terminal through the colorful lighted tunnel and arrived at the gates only a few minutes later. The gate agent smiled and said that I probably set a new record and that she was happy to have me onboard. You can’t believe how happy I was. I got the last seat on the last flight for that day (or let’s say for three days, because O’Hare airport was shortly closed after my flight took off due to heavy snowfall) and was relieved when I got off the plane.

I didn’t forget about my checked-in bag; I waited a loooong time at the carousel but was not lucky. So I went to the lost baggage counter and found a line that was about 60 feet long. After a minute of waiting I heard a silent voice from a woman who said from far away, “OK, passengers from Chicago please follow me through this door.” I didn’t know what she really said, but since my situation was not about to get any better, I left my place in line and ran to a TSA agent who, in my opinion, gave instructions to follow her. She asked me what I wanted and I explained that I just arrived from Chicago. She led us 10 people to a baggage cart where we could try our luck. After a few minutes I found my bag and was more than relieved that the horrible trip that lasted for more than 36 hours came to an end.

What did I learn from it all?

- Avoid flying to or from Chicago in winter
- Keep your friend’s phone number in memory
- Never lose hope

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Wednesday, February 2nd, AA flight 1499 from Dallas, Texas to San Jose, CA.

I am 6′ tall, long legs. I always book my flights way in advance to be sure that I can reserve an aisle seat to avoid being cramped.

As we are boarding there is a mother, father and small child several people in front of me. The mother does not speak English. The child is too young to speak, but can walk and babble.

As many flights the previous day were cancelled, this flight was full. The gate agent continued to make her announcement to only bring on one carry-on that must fit in the overhead bin, and only one other article like a purse or laptop… ONLY.

This family of three had 5 large carry-on suitcases. In addition, the mother had a purse and a diaper bag. The gate agent originally said they could not carry on five pieces of luggage. They acted as if they did not understand. The gate agent then said that two of the bags were too big to fit in the overhead bin… to that the father understood, and there in the door of the jetway, blocking boarding… he began to re-shuffle items from one bag to the others, much to the dismay of the passengers and gate agent. The gate agent made an effort to say that they had too much, but the father then stuffed the individual bags in question into the “size guide” rack. The gate agent, flustered, waved them on.

A few minutes later I board the plane with only my small backpack which I planned to put in the bin above me so that I could have leg room. As I get to my row, there standing are the mother, father and child. The father has taken all of the overhead bin space above my row, and the bin space above the row opposite my seat.

I take a deep breath, and let it go. The father, mother and child are standing in my row. I say to the father, “This is my seat.”

The father in perfect English responds, “We are travelling together, will you take my seat?” I look at his ticket… it is a MIDDLE SEAT several rows back.

I tell him, “No, I booked my flight months in advance to reserve an aisle seat.” The father very politely says “no problem” and then moves to his seat several rows back.

I sit down; the mother and child sits down. And, you got it… the kid starts screaming! The mother does little to stop the child. She stands and says something to the father in another language. I pull out my book and try not to be bothered.

A few minutes later and the child is continuing to scream and cry. The mother continues to look back . I hear the father talking to a flight attendant, and then the surly flight attendant says to me, “You have to move so the father can sit by his child.” Just like that… not “will you move,” or “please move,” but… “you have to move.”

I said, “Does he have an aisle seat?”

The flight attendant replied “No, but wouldn’t you rather move than listen to a screaming child?” She did have a point, but she could have been more polite about it.

I take another deep breath and retrieve my small backpack from underneath the seat in front of me and get up. At that time another flight attendant says, “Here is a window seat,” pointing to another row back. So I move to that seat… not sure whose seat it was because the flight ends up being fully packed, and some other poor soul takes the guy’s middle seat.

So, to this I ask why? I played by the rules. I made my reservation months in advance to ensure my seat. I only carried on a small backpack and checked my other luggage. I did not carry a small, screaming child onto the plane. So, why did I have to move? So, why did I have to cram my backpack into my leg space, under the seat in front of me? Why did I have to endure the scream of someone else’s child? Why was I originally being moved to a middle seat? It seems AA was more accommodating to the people not playing by the rules than to those of us that do play by the rules.

To top it off… when the flight was over… the father stood in the aisle and began to remove all 5 pieces of his luggage, while those of us behind him waited and waited and waited.

As I passed him in the jetway, he said to me… “It really wasn’t a big deal.” I took another deep breath, and said nothing. Nope, it wasn’t a big deal to him. He inconvenienced everyone else for his wife, his child and himself because he was too cheap to check his luggage. And he was inconsiderate by flying with an unruly child.

His choices… that we have to support.

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Booked on a Flight to the Wrong State

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In 2004, I was living in Pittsburgh, PA and attempting to come home to Joplin, MO for Christmas. It was the first time I had ever flown alone. My mother booked me a Delta flight from Pitt to Kansas City connecting in Cincinnati on December 23rd. I was dropped off at the Pittsburgh airport by [...]

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At four months pregnant, I fractured my foot, so I requested wheelchair assistance for boarding and deplaning. At the airport, after learning that our plane had been downsized, I waited over 30 minutes after boarding began for a wheelchair. The gate attendant called for the wheelchair three times, and everyone else had boarded by the [...]

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