US Airways Employee Handles Complaining Passenger The 'TSA Way'

from the which,-oddly-enough,-is-also-the-'law-enforcement-way' dept

The problem with bad behavior is that it rubs off on others and this is one of those "Everything I Needed to Know About Human Behavior I Learned in Kindergarten/the Stanford Prison Experiment" moments.

Hypothetical: If you're a US Airways employee and you don't like the fact that your rudeness has prompted a passenger to snap a picture of your nametag for reference, how would you handle it? Well, chances are you'd handle it the way you routinely see problems like this handled in an airport:

Sandy DeWitt said the employee, whose name was Tonialla G., was being rude to several passengers in the boarding area of the flight to Miami. So DeWitt snapped a photo of her nametag with her iPhone because she planned to complain about her in a letter to US Airways. But the photo didn’t come out because it was too dark.

However, once DeWitt was settled in her seat, preparing for take-off, Tonialla G. entered the plane and confronted her. "She told me to delete the photo," DeWitt said in an interview with Photography is Not a Crime Saturday morning.

Of course that's the way you handle it. The TSA handles complaints and "unruly" photographers this way as do several members of law enforcement. Obviously you, as a private citizen (and "hypothetical" US Airways employee), should be able to handle your current "situation" in the same fashion.

But that's not all. Once you've verified that the photo has been deleted, it's time to take the "situation" to a whole new level:

[T]onialla G. wouldn’t let the issue go. She then walked into the cockpit to inform the pilot that DeWitt was a "security risk." Next thing DeWitt knew, she was being escorted off the plane by two flight attendants. Her husband followed.

Off the plane, she spoke to a Michael Lofton, a US Airways manager at Philadelphia International Airport, who told her she would not be allowed back on the plane because she was a security risk. But even though she was supposedly a security risk, Lofton directed her to American Airlines where they supposedly had a flight back to Miami leaving soon.

Beautiful. It's great to see TSA-esque tactics being wielded by employees, who don't like being held responsible for their actions. It's also great to see that US Airways didn't even bother to check out her story before forcing her to switch flights. And it's mind-blowingly idiotic to see a person that one airline has deemed a "security risk" is allowed to board another airline without any hassle. 

This may be US Airlines' black eye (and they've got several), but it appears to be a yet another case of abusive behavior hiding behind the one-size-fits-all label of "security."

Tip of the hat to Reason Hit n' Run.

Filed Under: complaints, photographs
Companies: united airways


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  1. identicon
    Kevin, 6 Jul 2011 @ 5:39pm

    Re: Re: Inquiring minds...

    At the end of the day, pay us your chunk of skin for this flight in this terribly uncomfortable can of tuna with the rest of them, sit down, shut up, and remember, your comfort, enjoying yourself, is of no concern to the airlines. They are doing us a favor by even letting us potential picture takers on the plane in the first place.

    The word Terrorism, is the answer to any and every level of the airline industry not taking responsibility for poorly trained employees or overpaid malcontents. It is also more frequent now than at any other time, due to all of the hoops one has to jump through just to get on a plane anymore. The story sickens me, but alas is much the norm anymore.

    Pathetic, and this is the USA?

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