[dalbert128]

copy of letter I sent to Continental with no response yet -

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DAVID ALBERT, M. D.

275 CENTRAL PARK WEST

SUITE 1E

NEW YORK, N. Y. 10024

_________

TELEPHONE (212) 580-7731

FAX (212) 665-2858

February 21, 2011

To: Customer Service, Continental Airlines, Complaint Division

From: David Albert, M.D.

Re: Case File #4742139

I am writing this letter after an extremely disturbing and unfair experience my wife and I just suffered on one of your flights from Las Vegas to Newark (flight #1069) on our return from a medical conference for 4 days. We boarded the plane having already checked our two bags for a fee of $50. I also had an antique mirror (wrapped in plastic cushioning in a bag), which we purchased during our trip for $700 that we did not want to check because of its fragility and which could easily fit in the overhead compartments. As we boarded the plane last, because we had seats 14C and F, we were told, even before stepping foot inside the aircraft, that all bags had to be stored under our feet or checked because there was no more room in the over-head compartments. I was concerned because the mirror was too large to fit under the seat in front of me and I expressed this to the first flight steward I saw. I was told to ask another member of the flight crew whether it could fit in one of the “closets.” I did this and was promptly told “NO…. “ without any further explanation. She said to put it front of my legs which meant on my feet and which would have definitely broken it as soon as the passenger in front tilted back his seat (and also is it not a safety hazard?). As I got to our seats I saw that there was indeed no room overhead, but noticed that there was still room in some of the overhead compartments in the business section. I asked one of the flight attendants if I could put the mirror there, and she said “yes, I don’t care…..” I told her that I wanted to make sure that no one put a bag on top of the mirror, which would surely have broken it. She barely seemed to hear me and I didn’t receive any verbal acknowledgement other than “I don’t’ care…..” I also remarked that I did not think it fair that I had no room above my seat for my belongings, as I had already paid for two checked bags. I then attempted to sit down.

30 seconds later, a member of your security team approached me and told me to take my belongings and get off the plane. I asked why and she would not tell me. I asked if I would be coming back on the flight and she said “No, just come with me now.” Fortunately I asked this so that my wife could leave with me as well. This was a deeply and brutally humiliating experience to be taken off your aircraft for “security concerns,” when in fact it was merely a question of lack of space and very poor cooperation amongst your staff. Moreover, this whole issue was completely resolved when the security officer “escorted us off,” and I was trying to sit down in my seat.

When we were off the plane, the security team person said that I had been “yelling and screaming” and that the flight attendant felt that I was a “threat and a risk”, that she had told the captain and he requested that I be taken off the flight. There was NO discussion with me, NO attempt on the flight attendant’s part to tell me I was making her feel “threatened” or unsafe, just the unilateral and arbitrary decision to remove me from my purchased seat as if I were a criminal.

This incident brings up 2 major issues. Firstly and most importantly, I believe that this was a total abuse of power on the part of your flight attendant and crew. I was not “screaming or yelling,” merely voicing my right to complain about the lack of space above my seat. I was told that space is available on a “first come, first serve basis….” Well, this is clearly not fair for people who board last, as was my case. Also, the situation currently with checked baggage fees encourages the majority of passengers to travel with carry-on luggage (which was not our case) and fill up all the overhead compartments, with priority given to those passengers who board first (not really a fair “first come, first serve” system). Secondly, why your flight attendant could not have taken a brief moment to tell me that I was making her feel uncomfortable or “threatened” or being rude, if she felt that was the case, before being whisked off by security as the doors to plane closed behind us is quite beyond me. This whole incident could have been so easily avoided if your crew took 10 seconds to talk to me and explain their concerns. Of course, I understand when legitimate issues are involved, speedy action is required, but this was by no means what was going on here. Rather, this was a case of a paying customer calmly expressing dissatisfaction with your overhead spacing policies and a disgruntled employee – against whom I would like to make a formal complaint (I don’t know her name, as I was told that this was not information I was allowed to have.)

Once off the plane we spoke with a supervisor, Mike Ozuna, who was extremely pleasant and accommodating. He said that he would be involved in doing a “thorough investigation” of the whole incident – but what does that mean, and how do I defend myself? He booked us on the next flight, # 1469, and allowed us to board with the first passengers. Also please note that our bags remained on the first flight, which seems to me a real security issue. Once on board, I asked a flight attendant, Kelly, if there was space somewhere for the above mentioned mirror. Please note that this was an equally packed flight. She also was very pleasant, looked in 3 spots and was successful in finding a place in a “closet” area.

I have been flying with Continental for more than 30 years, and have never experienced anything so unpleasant, humiliating, unfair, and quite frankly ridiculous. How my behavior could be construed as threatening, or a “security risk,” is totally preposterous. I would also like to add that my wife who is the daughter of holocaust survivors is still deeply emotionally shaken up. This was an affront on our rights as customers and human beings.

As a Board Certified Psychiatrist in practice for 20 years, I do believe that I know when people (myself included) are being “threatening” or pose a security risk. It is part of my daily work to make such evaluations. Believe me that beyond some words of displeasure on my part, there were no threats, “yells”, “screams”, or even a raised voice. For your flight attendant to state this is completely dishonest and represents an absolute abuse of power. My wife and I were treated as pieces of cattle to be hauled off because your staff could not professionally handle a very crowded aircraft.

After a very nice stay in Las Vegas, and a productive medical conference, this experience has put an extremely sour note on our four-day trip, not to mention the 1 ½ less sleep I have been working with since I started my day at 8 am EST. I would appreciate a response to this letter as soon as possible, as I am also considering seeking legal counsel and will be discussing this with my colleagues and friends in the media.

Sincerely,

David Albert, M.D.
Board Certified Psychiatrist
Assistant Professor of Psychiatry
Albert Einstein College of Medicine
275 Central Park West, Suite 1E
New York, NY 10024
212-580-7731
E-mail: dalbert128@aol.com/da253@columbia.edu

[Butch Cassidy Slept Here]

Doctor, the fatal mistake you made was responding to a flight attendant with something other than "yes," "no," or "at this time I wish to remain silent." As has been mentioned on this board people have gotten the cops called on them simply for requesting orange juice with their first class breakfast.

My approach to domestic air travel is to check as little baggage as possible and strictly observe the dimensional restrictions regarding carry ons. That basically means you can only carry on what can fit under the seat in front of you. Anything beyond that is opening yourself up to being a victim of a power drunk flight attendant. That's what appears to have happened in your case.

During the flight I suggest refusing all meal and other cabin service and avoiding any verbal communication with any crew member.

On your next flight you might find observation of the cabin crew interesting. Many are people troubled by low self-esteem and abuse their authority as a means of compensating.

Finally, if you are returning from a trip, I strongly suggest visiting a "UPS Store" with any fragile item or items too large to fit under the seat in front of you. UPS can provide you with a tracking number and you can check the progress of your shipment online. The shipping charges are well worth the alternative to tangling with someone (ie: a flight attendant or a gate agent) who probably resembles one of your more "difficult" patients.

[jimworcs]

Flight attendants have far too much power, with little or no training, nor frankly do many of them have the intelligence to handle such authority. Stupid people with power can be very dangerous. The solution is that the cabin of aircraft should be video'ed and kept on a hard drive. In the event of a dispute, if the FA is found to have lied, or abused their power, they should at the minimum be dismissed, or possibly face criminal charges. Other agents with such authority, such as the police have strict rules governing their conduct, such as Miranda to act as a restraint. No such restraint is placed on Fa's and sadly many are too stupid to be given such power. There are countless examples and it is time to bring this under control.

[hugdctr]

I couldn't believe it! All those stories about how airline service has gone down and one finally happened to me. My family had booked seats for a vacation and our first leg was from Little Rock to Houston today flight 2991. We waited patiently and were near the end of the boarding and a flight attendant came to my wife, son and I and removed us from the plane. All she said was the plane is "too heavy and will crash if any more weight is added." The other 5 people behind us weren't even allowed down the jetway. It was a small plane and we were part of a group of 8 ticket holders that were "bumped off". I wouldn't have minded so much if only something else had been said to us. There was no other explanation or even an apology from the attendant. Very disapointing service!! The only other thing the flight attendant would say when I asked a question in a calm voice was "Sir, I need you to calm down." Even the ground crew standing around appologized for her behavior. Hmmm.. 1 or 2 seats maybe, but 8 seats of people with tickets, NOT standby! They didn't even get their luggage off!! Some people had prescription CPAP machines and medications in their luggage. On top of it all, the only compensation was their Maximum per Casey at the counter; a $300 travel voucher "with them." They booked us on a flight the next day(26 hours later). We received nothing for a hotel room or meals. The funny thing is that the best communication and service came from the newest and youngest employees at the airport gate. Continental was recomended to me but I won't be passing that on. When I take my family or medical staff to travel with me, I won't be using Continental.

[The_Judge]

Very sad, indeed. I would recommend writing to the DOT but if the refusal to allow you on the plane was indeed for weight purposes, they won't be able to help you. You could suggest to them to change their rules on that type of denied boarding compensation though.

One other suggestion......recommend to your group that they not put prescription meds in their checked luggage.

[kjacobs57]

My god, these people need to literally have their heads examined. Petty tyrants with power to abuse power I'll be posting my own criminal acts as claimed by CONT

[alaninwinter]

I returned home from a trip to San Francisco. The flight over in couch was so distressing, I paid $1400 to fly in business on the way back. Long story short, a flight attendant had security meet me at the plane. She claimed I had tried to pour hot tea on her. I had tried to give her back a cup of cold, undrinkable tea which she refused to take. She did serve me a fresh cup of tea, nice and hot, but I drank that one. At the San Francisco airport, I was met a fairly unpleasant security officer who told me I should be careful what I say to attendants as they can have me banned from ever flying on their planes. It was very upsetting to have her lecture me, but then again she believed me to be someone capable of an assault felony.

I will never fly on United Airlines again although I have about 250, 000 miles. I am not the type of person allows people to treat me or anyone around me in an abusive or rude manner so I had better use those miles on a different carrier. Personally I have no intention of letting this go. My husband who happens to be a lawyer thinks I have a case against United and the attendants whose lies caused me to be detained at the airport with threats of police action.

Anyone want to join my lawsuit? My impression is that the flight attendants are trained in a way that promotes this abuse or power leaving United Airlines responsible.

Alaninwinter@gmail.com