[BlakeRiot]

I would like to file a formal complaint for harassment and intimidation against your flight attendant Robert "Bob" Ross who was the purser on my flight.

Mr. Ross accosted one passenger and told him that we were unable to leave for the runway due to the fact that he was standing in the aisle. Keep in mind that no announcement had been made to this fact. So, after the gentleman returned to his seat and Mr. Ross returned to the cockpit the plane had still not left the gate for the runway. When Mr. Ross returned to our seating area, I asked him, "since this guy is sitting down, will we be leaving soon and when will that be?" It was at this point that your flight attendant, Robert "Bob" Ross, begin yelling at me and told me that he would take me off the flight. I asked him, "what have I done except inquire as to when the flight would be taking off?" He once again yelled at me and said that he would take me off the flight. Instead of arguing with this out of control man, I told him, "do what you need to do." I felt that any further conversation with him would get me nowhere and I wasn't about to beg to stay on the flight while he was so unbelievably rude. He then stomped down the aisle (much like my eight year old child) towards the front of the plane and returned with who he said was the captain. The Captain, I use that term lightly, begin to yell at me as well saying that I better not cause any more problems. Once again, I felt no need to argue, but I haven't caused any problems to date. The Captain then headed to the front of the plane and I figured that was the end of it. Then, your flight attendant, Mr. Ross, sat down in his flight chair – which was right across from my chair and told me, “I don’t want to hear another word out of you for this flight, keep it up and I will turn this plane around.” First of all, I had not done anything to attract this awful human being’s attention, second of all – I never said a word to him as he sat down, not one word, which gave him absolutely no reason to speak to me like that.

I have the names and phone numbers of every passenger that heard this conversation and they have all agreed that both the Captain and your flight attendant, Mr. Ross, were out of control and out of line. I have contacted these people and they are more than happy to provide written or verbal accounts of this situation. As a battered woman with Diabetes I don’t appreciate being accosted and lynched by two men on a flight that I have done nothing wrong as well as paid an enormous amount of money for. Due to this poor treatment I was stressed and my insulin level dropped immediately, I then had to spend almost 30 minutes in the airplane bathroom attempting to inject myself with insulin as to not have an attack on the plane.

When I tried to board my return flight my boarding pass was refused until a supervisor spoke with me. The supervisor and I spoke and he agreed with my take on the situation and was a little appalled by the behavior of your staff.

Mr. Robert “Bob” Ross was nothing but a bully on this flight. I watched him treat everyone in first class with dignity and respect and ignore everyone in coach that had needs or concerns. I am appalled at his behavior and that this is acceptable in a professional environment. Honestly, as someone who has flown American for years and trusted this airline, I will never do it again and will insist that my company, my friends and my family adhere to this boycott.

[Leatherboy2006]

While this guy sounds like a brute, I still have issues about the use of employee names on here without their knowledge or chance to rebuttal. I don't know something that just throws up warning signs in me.

[Butch Cassidy Slept Here]

This is one example of why NONE of the “Legacy Carriers” (US-based airlines in existence prior to 1960), with the POSSIBLE exception of Continental, should be patronized. Indeed, it’s people like this jerk that make driving a few hundred miles, to the nearest Amtrak station, worthwhile. OK, I suppose Blake could, somehow, be at fault. Knowing that, at least, SOME AA flight attendants take pride in calling themselves “Sky Nazis,” AND given the fact that AA, over the years, has been the target of more than one lawsuit, from a passenger, involving flight attendant misconduct (see “Curley v. American Airlines," 1992, and "Hanni, et. al., v. American Airlines", 2007), I am not all that ready to accept AA’s claims of innocence here. True, I would not have engaged the FA the way Blake did. However, Blake’s statements, in no way, warranted the kind of actions and statements to which she was subjected to. Indeed, if she has the contacts for the witnesses she says she has, it would be worthwhile consulting an attorney. It’s possible this may be a case of crew members abusing their authority. As to the using of the FA’s name, in AA’s twisted mentality, and that FA’s, they probably see this post as “positive advertising.” I wouldn’t be surprised if AA pinned a medal on Mr. Ross! Anyway, I’m sure you know Leatherboy, FAs use fake names anyway. So, AA has probably, already, “changed” Mr. Ross’s name—so he can continue to harass other customers!

[Silent Bob]

You know, and I apologize in advance, but travelling as much as i do, I find the opening of this tale to be quite hilarious, because I have witnessed such cases where people get up just as we're about to push back to either get something from the overhead or go to the bathroom. It's funny because usually the end result is a FA flippin out, a captain is called, and once, only once were the police involved. I know this is a site where people can come to vent, but usually when they do let out their fustrations, certain aspects of the tale are omitted. I'm sorry but asking a simple question like "do you know when we're going to take off?" shouldn't warrant a captain coming over to talk to you. So do I believe there may be more to this than what was explained? Oh Yes.... yes i do.

[BlakeRiot]

Leatherboy - I absolutely agree with you, but I have gotten no response from AA and felt I had no other choice but to post the man's name on here hoping for some sense of closure. Please keep in mind that I was on this flight to Hawaii for my wedding, we were eloping and this guy seriously had an effect on our trip, our state of mind and just the general feeling we had about the whole experience.

Silent Bob, I also agree with you 100%... But, I have tried to provide the story with as much clarity and honesty that I could. Throughout the incident I kept asking myself if this was really happening or maybe I was still in bed and this was just pre-wedding jitters. But, as someone who works with the public, I was completely and totally taken aback by this guy... and being a very direct person I could have made the scene worse, but felt so shocked by his behavior I basically went back to the place that my past husband had put me, submissive, scared and just threatened.

[countrynewsman]

OK...something is REAL amiss here. In the first post, nothing is mentioned of a fiance. The old "I didn't cause any problems" argument is one I cannot buy. I agree with Silent Bob, but will go so far as to say I think you've got a serious problem you need help with. I also feel it was totally inappropriate to mention the Flight Attendant's name. There is much more to this than you're telling.

[BlakeRiot]

No mention of Fiance because I wasn't traveling with him... He had been in Hawaii for a week setting up the wedding. I couldn't get out of work till I did.

A serious problem that I need help with? Really? Seriously? Because I complain about poor treatment from a flight attendant, I have a serious problem? Yes, that is correct, my problem was that I treat people in a professional situation professionally and I expect the same from those around me. One rule I carry throughout my life, if they aren't friends or family there is no reason to engage in any sort of conflict or poor behavior.

I'm sorry that you felt the need to hit me personally on this issue.

[ChrisH]

I think it is ashame that this FA treated you the way that he did. Unforunately, as an airline employee, I have witnessed fellow co-workers needlesly get into it with other passengers, for no reason. I would tend to agree with some of the others, regarding there being more to this story, if it weren't that even just today, I witnessed co-worker get into it with a passenger, becoming quite rude, and finally yelling for the manager, on the other side of the airport, to come over. This all because the passenger didn't receive his bag. The passenger was aggrevated, but not being rude, or irate, by any means.

It sounds like the FA may have taken your question regarding when the flight would be leaving, as sarcastic, in referencing the guy who had just been asked, by the FA, to sit down. He probably didn't realize it was a legit question, and thought you were trying to stir up some trouble. I doubt that was your intent, but it seems that is how the FA may have taken it.

[freddiecm]

i have seen this many of times and ill bet that there is alot more to this story.you just dont get the cockpit in to something like this.

[countrynewsman]

I agree with freddiecm. Sounds one-sided. I have witnessed passengers get out of their seats when we're taxiing...and get out of their seats when there is some rough turbulence. Sorry, but I doubt there's time for the flight attendant to walk back and say, "Excuse me, but would you terribly mind if I asked you to please stay in your seat because......" BS! Time for a rude, "SIT DOWN!" That idiot passenger is endangering me!

[BlakeRiot]

ahh guys, read the post again. it really had nothing to do with someone being out of their seat. I have to agree with what someone said on here, he must have thought I was being sarcastic and took my comment as such. I wasn't, but that concept did not come to me and could be a suitable reason for his gruff and unprofessional response.

[jimworcs]

There is no "suitable reason" for unprofessional behaviour. The flight attendant is trained and paid to remain professional at all times. If he or she can't do it, get another job, because this particular job requires people who are calm in the face of crisis and adversity and if a passenger can get them so riled they can't control themselves, they should not be on the airplane in the first place.

[Corbel]

Originally Posted by jimworcs

There is no "suitable reason" for unprofessional behaviour. The flight attendant is trained and paid to remain professional at all times. If he or she can't do it, get another job, because this particular job requires people who are calm in the face of crisis and adversity and if a passenger can get them so riled they can't control themselves, they should not be on the airplane in the first place.

i agree with you with some of that. HOWEVER as a flight attendant, your telling me (this happend to me last summer out of JFK), im suppose to be ok and professional with people grabbing me, poking me, hitting me and harassing me? our whole crew lost it on that flight, we finally told the captain what was going on and he came back and talked to the passenger, that guy never said or did anything more to us, but he was met by police when we finally got into jfk. there is a line that is drawn with some passengers. i understand that your upset if your plane is dealyed several hours (i have been there as a passenger), i understand your ****** if your luggage didn't make your first flight, but i dont understand why passengers (alot of the time) take it out on the flight crew.

[countrynewsman]

Originally Posted by jimworcs

There is no "suitable reason" for unprofessional behaviour. The flight attendant is trained and paid to remain professional at all times. If he or she can't do it, get another job, because this particular job requires people who are calm in the face of crisis and adversity and if a passenger can get them so riled they can't control themselves, they should not be on the airplane in the first place.

I hope this doesn't mean that a flight attendant can't defend himself/herself when physically attacked by a passenger. Frankly, a flight attendant shouldn't have to put up with verbal abuse as well. This goes with ANY profession.

[jimworcs]

I did not state that the Flight Attendant has to "put up with abuse" or accept being physically assaulted. I used to work in a Level 3 Emergency Room in a Trauma Centre in Charlotte, NC. I have had my fair share of people under stress, under the influence of drugs and alcohol. I have been threatened (twice with a weapon), assaulted, spat at, sworn at and verbally abused more times than I can count.

I am no saint, but I have never screamed at a patient or family member, never hit back, or used inappropriate language with a patient. When things were getting too heated or I found myself thinking of inappropriate responses or getting angry, I would ask a colleague to go and deal with the situation. I know the situation is not entirely analogous, as I can withdraw, whereas you are in a sealed metal tube. However, few FA's operate alone and you have the option of called police or asking colleagues to get involved.

As for why passengers take it out on cabin crew, the same applied to me. Why would they abuse someone working in the ER who is trying to help them, when they are really angry at their HMO for refusing coverage, or the police for arresting them, etc. The reason is because you are there, in a position of authority over them and they feel helpless, stressed, frustrated, anxious, angry and have no outlet. You at that point are simply the only representative of the company to hand. In the cool light of day, I am sure many would acknowledge that you had no control over the events that have made them behave the way they have behaved. However in that moment, I would argue it is your job to cope with such situations and professionalism is your only defence. The reason each position sets high standards of professional behaviour is precisely to protect staff from becoming personally involved. Once you start taking their actions personally, your own emotions will become engaged and risk an unprofessional response. I retreated mentally into cool professional mode and recognised that they were not venting at me personally, but at someone who represented authority. This attitude protected me, and ultimately, although I didn't have the immediate gratification of releasing my emotions and venting, I could later look back and feel the gratification of knowing I did my best and handled the situation as professionally as I could.
Some of the responses by airline employees in these forums have shocked me, both at the venom directed at some passengers who have complained and the degree to which staff appear to take things personally and get emotionally involved.

[countrynewsman]

Customers get angry for many reasons. I understand that. Flight attendants should expect to hear complaints from passengers. And, yes, flight attendants should not take their comments personally...as long as the passenger does not verbally or physically abuse them, or cause problems affecting other passengers. I totally agree that a simple question should never evoke a nasty response from a flight attendant. I have come across flight attendants (thankfully rare) that have been on a power trip when dealing with passengers.

[Butch Cassidy Slept Here]

I have come across flight attendants (thankfully rare) that have been on a power trip when dealing with passengers.

It is THIS group of flight attendants ("FAs") that deserve the attention. Indeed, rather than the customer being hauled-off the plane by the cops this type of flight attendant should have the same thing happen to her/him! The first time a FA is busted, in the presence of customers, you would then see a lot of FAs clean-up their act. Unfortunately, those in this group get encouragement, from the police, and their employers, to continue this kind of behavior. If FAs want to act as a policeman, then they should face the same consequences a policeman faces when he/she misbehaves. As to "yelling" at flight attendants: What is being yelled? A request for some water?? (I've got my $2 in hand) Or, is someone yelling a threat of physical violence? As I've said elsewhere on this board, the only reason a FA should call the cops is if a customer is drunk; is assaultive (I mean a sock in the face--not a "poke"); threatens PHYSICAL violence; refuses to be seated when the seat belt sign is on; or refuses to stop smoking when told to. Threatening to write a complaint letter; complaining about the food as "fair dinkum" (if you're an Australian); having a 6-year old child who won't stop saying "bye-bye plane;" or asking when the plane is going to leave---are ALL reasons NOT to call the cops. Indeed, depending on what the FA tells the cops, doing so may constitute the crime of "Unsworn Falsification" (a Pennsylvania statute.) Finally, until US-based airlines stop paying flight attendants the equivalent of McDonald's wages power drunk FAs will continue to be in abundance. For this reason, Southwest is my first choice.

[jimworcs]

Until you said this (I mean a sock in the face--not a "poke"); A poke is totally unacceptable and having been at the receiving end of "a poke" it is often a sign that the customer is preparing to go into a full scale physical assault. A poke which is threatening or touches the FA would in my opinion be cause to remove a passenger from the plane. If you are expecting high standards of behaviour from the FA's it is reasonable that you should expect the passenger to behave in a non threatening way.

[Butch Cassidy Slept Here]

I thought it through, again. To poke someone, intentionally, in a crowded New York City subway car could very possibly result in a major brawl. So, your reasoning does appear to be on point. I, myself, have never done this--for fear of arrest. Still, calling border-line sociopathic flight attendants to account is something the government needs to consider since the airlines response is to either ignore this behavior, or, outright, encourage it.

[ldl007]

When I get to my seat, I buckle up, close my eyes, and do not get up until I see at least half the passengers up and the plane at the arrival gate. Why invite trouble? I see only trouble in the question, ""since this guy is sitting down, will we be leaving soon and when will that be?"