Well: The airline crew, perhaps, should not have been the subject of booing by passengers-- it should be the management team at AA.

Perhaps passengers should show up at one of the many board meetings where they all give themselves generous pats on the back with bonuses and congratulate each other for mismanaging the airline while service declines, employees get reduced benefits and passengers get upset and boo them.

I say good job to those passengers for expressing their disgust-- but we have to keep booing the bad airlines and clapping with our wallets to the airlines that treat passengers right--by flying them. Those that treat passengers like numbers on a mismanaged spreadsheet while they slowly slip into financial trouble and get bailouts from the government should be treated the same way they treat their passengers: "forget about them!"

Posted By William Bruce on July 9, 2008, 7:09 PM

after all you get what you deserve. the airline was nice enough to give them a free night stay i wouldnt complain too much if it was thheir fault for making the hostile ebnvironment in the first place.

Posted By joe on July 9, 2008, 10:42 PM

Fox has left some gaps in its reporting, so how can we judge? Why was the crew late? Emergency? Late inbound connection? If they were innocent, how do you think it felt to walk into that crowd? It looks like AA airport agents & management let the passengers down by not communicating the reason for the delayed crew and for mismanaging the baggage. Fox was strangely not curious about the reasons for any AA employees' actions. Maybe they did find out, but the answer wasn't sensational enough.

Posted By Edna on July 10, 2008, 3:23 AM

The flight crew may have come off a delayed flight and they may have been just as frustrated as the passengers.

Why is our patience wearing thin when this country needs to ban together. As a whole, we can make it through this economic crisis, but if all we do is point a finger trying to declare blame...we get nowhere.

Come on folks, let's work harder at working together - no one benefits from hate.

Posted By Mary Regier on July 10, 2008, 10:02 AM

Don't hold your breath waiting for the airlines to ever give you an "honest" reason for any delay or missing baggage claim for that matter.

From a major airline, we were told once last summer that our delay was due to a whole flight team being "delayed in traffic" while trying to reach the airport for their assigned flight. This was during the airline's major cancellation and rescheduling of flights due to shortage of staff (after major lay-offs the winter before) Apparently, the company had to work around their pilots' and flight attendants' "turn around" time regulations....a separate Christmas flight (different major airline) lost my luggage for 3 days! This was strictly a domestic flight SAN to MKE. The staff wouldn't give me a reason for such a long delay. Holiday or not, 3 days is ridiculous.

And, yet, as business or casual travelers we continue to allow the poor consumer relations to go on to maintain our ability to travel.
I certainly agree, though, that frustration should not be directed to employees but to management...or is it the lack thereof?

Posted By eileen on July 10, 2008, 3:18 PM

I agree with Mary's comment. It doesn't matter why the crew was late, it was obviously out of their hands. I think the booing was a poor show of behavior. My mother always told me to be polite to waitresses, because they could mess with your food in really awful ways. That example extends to people who fly the airplane you are about to board as well. Some adults just don't treat people with respect because they are too caught up in "who's right" to worry about what's right.

Posted By Heidi on July 10, 2008, 4:01 PM

I am so done with AA. I don't even care ti use my frequent flyer miles with them anymore. They keep nickel and diming us to death and are consistently rude to boot. I'll stick with Southwest.

Posted By Lennie on July 14, 2008, 12:30 PM

The flight crew is the representative of the airline on and off the plane. Although the "boos" may have been in bad taste (shame on you), the crew should have acknowledged their lateness and apologized. They are professionals and should be able to diffuse the situation. These pilots should be reprimanded. This is unacceptable.

It is hard for me to see how the airline management is directly at fault. Don’t get me wrong, I am frequent flyer and I am frustrated every time I fly. But, in this situation, it was the crew that mishandled the situation—even if it was displaced aggression.

Posted By RonM on July 14, 2008, 12:58 PM

Well, I sure don't see any major league players refusing to play when they are booed. Sounds to me like this flight crew was not very professional as their actions left passengers in the lurch. AA putting the passengers up for the night did nothing for those that HAD to be somewhere on time. Why do airlines think people fly; could it be that the passengers want to get somewhere in a hurry rather than taking a train or driving?

Posted By Omad on July 14, 2008, 1:12 PM

Since I have a daughter who's a flight attendant and I've heard some stories about the abuse she takes from passengers, I feel for the flight crew. If people haven't learned by now that anything that seems threatening is going to delay the flight.

Posted By Shirley on July 14, 2008, 1:23 PM

very rarely is something like this the crew's fault. they do not determine their schedule, the weather, or air traffic control. who knows if the crew was illegal to start earlier due to something that happened the flight or day before. if passengers do not like travel to be out of their control and have no control over their emotional outbursts, then they should DRIVE and not bother others who understand that crews are doing the best jobs they can with the restrictions and rules that are mandated by the faa and their respective employers.

Posted By d on July 14, 2008, 1:29 PM

I agree with Mary Regier and Haidi. It is absolutely inappropriate behavior to booing crew members, regardless of their reason for the delay. Their jobs are hard enough, and the situation may have been beyond their control. Do not expect to be treated with respect you are disrespectful yourself.

Posted By Vera on July 14, 2008, 2:00 PM

I am sick of the whining from airline employees. Just like the rest of us, if they are unhappy with their employer and the industry they work in, they should exercise their right to change careers. I have wanted to boo the rude, uncaring flight crews many times. I wish I was there to join in.

Posted By Dave on July 14, 2008, 2:01 PM

After having a "lovely" experience with Delta this weekend, I empathize with all involved. I flew this weekend from Pittsburgh to Columbia, SC with a stop in Atlanta. What was supposed to be a two hour layover turned to five. The gate numbers kept changing every few minutes and then the concorse, the attendants at the gate refused to answer questions unless it had to do with a boarding flight and at one point the attendant got into a screeming match with a passanger, who was a soldier and it look as though it was about to get physical. The attendent was relieved in the nick of time by a man who was keeping his head on and said to him, "Do not let the static get to you, just answer the questions to the best of your ability and move on." There was a general sigh of relief from all involved when this person took over. Flying has not been fun for a long time now, however, I do not know when it began to be down right hostile.

A year a go I flew on Air France and did not know what to do with myself in coach --- the airline steward was very nice; the airline served full meals and offered drinks both alcoholic and non all during the flight. We had options to movies, pillows and blankets, when a baby started crying the steward offered a bassinet to the mother and asked if he could get anything for the baby. The service was unbelievable...at one point I was offered a second croissant after the meal and I swear I almost stared crying. I know our airlines can't afford to do such things, but a little more kindness would go a great way with passengers.

If passengers want to send a message to the airlines' management....I suggest driving to anyplace that is within 10 hours or less (or what ever is a comfortable driving time for you). Since flying is becoming as unpleasant as going to the dentist and since it apparently takes the same amount of time to drive 10 hours as to fly these days, you'll be doing yourself a favor by limiting your frustration, having at least some fresh air or air conditioning and you can actually stop to eat real food and take rest stop breaks. I am planning on doing this and sending a letter to the management of Delta every time I opt to drive over flying because of their quality of service.

Posted By C Flynn on July 14, 2008, 3:16 PM

the people railing against the flight crew who refused to fly in a hostile environment do not appear to be people who fly often. Frequent fliers WITNESS the constant, daily abuse flight attendants are subjected to ... airfares are so low nowadays that people who really ought to be driving can afford the cheap price of a coast-to-coast ticket - I've been paying $355 all summer, in today's dollars LESS than the coast-to-coast fares of TEN YEARS AGO - and are rude, arrogant, and inconsiderate. I have no sympathy or patience or rude fliers .... BOOING???? were these passengers ALL five years old????

Posted By pua on July 14, 2008, 4:37 PM

We just spent our vacation money for a Prius. That and Amtrak should do us for at least three to ten years. If Amtrak survives. We gave up on the airlines several years ago, particularly AA. We use Jet Blue and Southwest in a pinch. Travel prices have been so horrendous that the magazine is therapy. Love you, Budget Travel!

Posted By Margie Wade on July 14, 2008, 4:45 PM

What about the luggage?? Every passenger had to pay for their luggage to be sent to the wrong airport.

Posted By Dee on July 14, 2008, 5:45 PM

I am glad the flight crew refused to operate this flight. These thoughtless passengers never bothered to think about why the flight crew was late. I think it is great that unruly passengers had to pay the consequencesfor their selfish, inconsiderate behavior. The airlines do NOT control the weather or the flight delays imposed by air traffic control. We in the industry work hard to get you and your luggage safely to your destination. Sometimes stuff happens; just deal with it be thankful that airfares have not risen anywhere in proportion to the cost of jet fuel.

Posted By Airline Crew Response on July 14, 2008, 6:07 PM

Obviously booing didn't serve the angry passengers too well. But the question is how should passengers express their anger at this (and other)poor treatment by the airlines? Some posters have said this isn't the crew's fault. Most of us absolutely are responsible for planning our time in such a way as to be at work on time - weather, traffic, whatever. The airlines cram seats in to maximize the space (and their profits) and blame passengers for being fat. In what other industry can they take control of your belongings and not be responsible for the full value of lost or damaged property? I wouldn't be taking carry on luggage if I didn't have to worry about valuables being stolen enroute or baggage vanishing into the ether.When the airlines are behaving responsibly and respectfully, I don't think anyone will boo.

Posted By Sande on July 14, 2008, 6:18 PM

When I was a stew in the late 60's/early 70's, people were very respectful of us. Of course, we actually assisted absolutely everyone from the time they trod up the steps to the trod down the steps. We stashed many a bag in overheads, went down the steps to assist a wounded serviceman into the plane and down the aisle to his seat, and at all times always treated everyone kindly. We also had great senses of humor - not baldy or nasty, real humor - which our country has forgotten how to relate to. Many a delayed flight was handled with kindness even when the passengers trudged on board from the bar, after imbibing for several hours! Some were angry and let loose, but we always were polite and kind. At the end of the flight, the passengers were all apologizing and all was forgiven. No harm done. Today, everything has become a catastophe - nobody can open their mouth to say anything or they get a boot off the plane - the passengers need to have some release of anger, and we handled it all very well. But I believe that stewardesses were better trained to really be a friend to everyone, not a bully. American Airlines has changed - they recently completely wiped out my over 100,000 frequent flyer miles, even though I had answered their emails before it happened and entered different marketed events to keep the miles till I could fly again - but they told me they don't have a record of any of those entries, so I just lost big time. And the 'customer service' reps were not nice at all.

Posted By Pam on July 15, 2008, 2:04 AM

I am an international reservations agent for a major U.S. Airline. Many of the customers I speak with on a daily basis are not just rude, but vicious. When they don't get the upgrade they feel they deserve, or I don't waive a fee when it is clearly not justified, they say things like "I hope all you airlines go under and all of you lose your jobs". The sense of entitlement is shocking! We're just people with feelings trying to do our jobs. I go to work in a good mood everyday, but after a few of these calls, I feel terrible. There's just so much hate a human being can tolerate.

Posted By Brenda C on July 15, 2008, 12:25 PM

the crew has nothing to do with all of these prices. they are just as underpaid and tired as all of the passengers. the crew is not seeing any of the money that the airlines are collecting from people. insead they are being layed off. so i think that they responded correctly. they should not have to work a flight where passengers are harassing them and making them feel uncomfortable. this is the passengers fault.

Posted By Steve on July 15, 2008, 1:18 PM

Could this be nothing more than a reflection of YOU! Yes, it's the rotten example set out for us by our parents and what we set for our kids. It's spoiled rotten American Princes and Princesses. It's people walking and driving past a collapsed person on the city streets. It's hospital personnel watching an emergency-room patient die without treatment or attention in the waiting room. Could be we're getting the treatment we so richly deserve, folks!

Posted By IndyMo on July 15, 2008, 3:51 PM

Many situations like this could be defused by giving the passengers information about why they are being delayed, and perhaps a free drink or small compensation. I know Southwest did this for me on a several hour delay, and knowing they couldn't change the weather, I did not blame them or get angry. Other flights I have been on have been delayed and the passengers were given very cryptic comments or non information. Then passengers get angry.

Posted By Marilyn S on July 15, 2008, 4:05 PM

Open letter to the airlines: We are mad as hell, and aren't going to take it anymore. We are tired of being nickel and dimed to death with new fees. Why not just price the ticket to include the overhead, and then pay attention to service so we will want to fly with you again? In a free market economy, the consumer is the boss and we can vote with our feet, our buses, our trains, and our cars if need be. It is to the point that I would rather drive two days to get somewhere than to fly to the same destination. At least when I drive, I can stretch out, have a snack and a meal when I want, there's nobody punching the back of my seat playing a touch-screen video game, there's no screaming infant, my luggage gets there when I do, and even at $4.00 a gallon for gas, it's still less expensive overall.

Posted By Dub on July 15, 2008, 4:10 PM

Having been delayed a total of more than nine hours in three of my last four flights --one was on time!--I can understand why passengers get upset. As Marilyn S said a few posts back, airlines need to provide information to passengers on a continuing basis about delayed or canceled flights.

Posted By Bill S on July 15, 2008, 8:01 PM

I have mixed feelings about booing the flight crew.(However, I will say that I have flown with many flight crews in the past several years, who richly deserved to be booed for total lack of civility and service. This is compared to most crews who have been courteous and helpful under often difficult circumstances.

However, I would like to say that there should be a law that whenever there is a cancellation or long delay, the airline should be OBLIGATED to tell passengers the true reason for such cancellations or delays.

A family friend recently returned from a family reunion cruise where three different groups flew to the cruise city from 3 other cities. All three groups experienced flight cancellations, with no reason given. Some were put on other airlines in time to make their cruise. Others had to book very expensive seats on other airlines because their own original airline would not or could not find them an alternative. These kinds of experiences make you never want to fly again. (We are driving to our next cruise.)

The airlines need to get their acts together. The booing was just a symptom of how fed up people are with them.

Patricia

Posted By Patricia Murphy on July 16, 2008, 3:36 PM

Give the delayed cabin crew a break. Travel for them is just as hard as it is for the most frequent flyer.

They get stuck in New York traffic or Minneapolis snowstorms just like the rest of us. They drive around for an hour to find the endangered species--an open parking space at the airport. They get searched by the TSA--often several times a day. They have to wait standby, sometimes all day, to commute to the start of their route. They miss connections, get stuck with cancelled or on delayed flights.

THEN, they get to work--intercede in fistfights over overhead bin space, tackle the occasional inebriated guest, watch for suspicious activity, prevent passengers from rolling down the aisles or hitting their heads during turbulence, serve coffee and food, and wait..wait..wait for the flight to end.

When it's over, while travelers are in their cars and cabs headed home or to their destinations, they have to do it on their next flight and the next flight for 4 or 5 days. Then they have to again wait on standby, get stuck in bad weather and missed connections and ridiculous routings, just to get home.

Posted By Arnold on July 16, 2008, 5:43 PM

We don't know what caused the crew to show up 75 minutes late. There may have been a good reason but that's an unbelievably long traffic delay. Stuff happens but it's often how you handle the glitch that determines the outcome. Those two crew members who refused to work that flight caused American Airlines to pay for a lot of hotel rooms that night. That wasn't very smart because it hurt the airline as much as the passengers. It would have been better to apologize for the delay and give everyone a free drink onboard. That would not have cost the airline nearly as much as the hotel bill.

Mis-routing all the baggage is also suspicious. This is just one more reason (as if you needed another one) to stick to carry-on luggage. Most people could get by with much less baggage than they think. My husband and I go to Europe for months at a time with just one carry-on each and we dress neatly. People kept asking how we did it so I published two books (at my dot com) that show how.

Posted By Barbara DesChamps on July 17, 2008, 8:37 PM

I have a comment for Pam, who was a flight attendant in the 60's and 70's. She said that the were alway curtious to passengers no matter what and she goes on to say that maybe her training was better. I am a recently retired flight attendant after having a wonderful over 20 year career. Things changed drastically in those 20+ years, especially after 9-11. Pam, I don't think you would survive the training that we have to endure as flight attendants in todays industry. Everything changes frequently, almost daily on some things. Yes, we too get frustrated over delays and have no control over it, even if the crew is late for a flight, there is a reason. I do agree the the reason should be truthfully told by a ground supervisor. Shame on the passengers for booing. Grow up and realize that stuff happens. By the way, has everyone forgotten 9-11?

Posted By Laurie on July 18, 2008, 12:36 AM

As a transportation company, AA advertised a flight from Miami to New York city. People paid their money to fly from Miami to New York for a specific price and departing at a certain time and arriving at a certain time. AA failed to provide that service, for various reasons, foreseen and unforeseen. If you bought a lawn mower for $200.00 and it wouldn't start when you got it home, what would you do. If you checked into a hotel room for $329.00/night, unpacked all your clothes, got into the shower and no hot water, what would you do. The pilots owed the passengers an explanation as to why they delayed the flight for 1hr 15min, if they didn't that that is disrespectful and arrogant. Wages being cut don't give the AA employees a right to be disrespectful to the passengers, who paid for the service. The whole problem with the passenger/airline employees is the company's refusal to communicate with the paying customers. I think most people would understand if someone would just constantly talk to them so they knew what was going on, for good or bad. I am so sick of arrogant flight attendants. Passengers are not sheep; they knew what they were getting into when they took the job. They are supposed to be intelligent enough to deal with the trouble makers on an individual basis and not subject the entire passenger group to their rudeness. They as a whole have always been on the edge of rude or close to it no matter where I fly. I never interact with the pilots so for my own sanity I have to assume that they have my safety as a paramount directive and are not drunk, high on drugs, etc. The fact that I have never had any close calls in all my years of flying, I believe they do an excellent job. The airline company is 100% at fault and are 100% responsible for their employee’s actions. The disrespect by the airline companies is evident in Jet Blue’s actions of holding paying passengers hostage on the tarmac for 8 hrs. These are not isolated cases, it is a systemic problem. Of course airline companies are not the only retail orientated companies who treat their customers with distain in the U.S..

Posted By Jim on July 19, 2008, 10:28 AM

I recently took an AA flight from Hartford to Dallas. A few minutes before boarding was to start, the gate agent very politely announced that there was a maintenance problem with the aircraft that was being worked on and that we would be boarding a few minutes late, but that hopefully we would still be getting to our destination on time and that she would keep us posted of any changes. After the announcement, I watched as an angry passenger approached the counter and rudely berated the agent and the airline for their horrible service. And this was for a problem that had not even delayed the flight!

I have traveled in many countries of the world that have much poorer air travel standards than we have here. I have been stranded in places for two or three days due to airline delays. And here we cannot even tolerate a one hour and 15 minutes delay without getting upset? Delays are an inherent part of any travel, air or otherwise. For the sanity of everyone, we'd do well to keep that in mind when we travel.

Posted By thomas73331 on July 20, 2008, 3:09 PM

Common courtesy on the part of the airline would probably have prevented this incident. The passengers should have been told why the delay, I am sure there was some reason, and an apology from the crew would have been nice. It is an awfully long l hr and 17 min. when you are holding a fretful baby or toddler, waiting to try to get to see a gravely ill loved one, or many reasons people fly. The pilots and/or attendants may have had a bad day but the customers may have done likewise. The airline attendants behavior was inexcusable, they are supposed to be professionsals and trained not to let something of this childish nature influence them. They should all get another job and if they worked for me, they would.

Posted By Genie on July 21, 2008, 1:46 PM

I fly every week for work...And I assume the worst! But at the same time, I believe what goes around, comes around. Treat people the way you want to be treated! Yes, I would be cursing in my head. But never have stooped as low as to "boo" the crew...for a delay that was probably not their fault! I feel for the crews, gate agents, reservationists, and any other airline employees that have to bare the brunt of all the anger travelers have today! Place the blame where it should be...on the management/executive level! I treat all these employees with respect and every once in a while I get someone who goes out of their way to show a bit of kindness! So I keep trying!

Posted By ANONO on July 21, 2008, 2:25 PM

Oh please! In an era when airline employees are unprofessional and childishly rude, passengers should treat them like the little Gods they think they are? Having been delayed on many, many flights with no explanations forthcoming I have absolutely no sympathy for the crew of that flight. Anyone who works in Customer Service has to, on occasion, deal with angry and unhappy people. To refuse to do their jobs should be grounds for termination and I can only hope that was the result. Having flown with my dog in cargo on AA several times, I can attest to the fact that their ground personell are ill trained and rude. One time they forgot to load the dog at all and it took hours to find out where he was. Then 2 days later they shipped him to Los Angeles rather then to his original destination of San Francisco. I suppose I should have thanked them for not letting him die! I think not!

Posted By Sherry on July 22, 2008, 12:19 PM

Honest to God, I just wish you people would learn to spell!! Do you not have "spell check"? Curtious (courteous)? Baldy (bawdy)? We should "ban" (band) together? My high school English teacher is probably rolling over in her grave right now!

Americans need to GROW UP, SHUT UP, stop feeling ENTITLED, STOP WHINING, and stop acting like a bunch of 5-year olds!! Booing the flight crew? Give me a break!! Excuse me, I just insulted all the 5-year olds!! Even THEY wouldn't act that immaturely, would they? 3-year olds, then!!! GROW UP, AMERICA!!!!!!!!!!!

Posted By MSB on July 26, 2008, 11:29 PM

There are two sides to most stories, and in this case I think the passengers were ill-behaved, but I also know that AA has a communication problem.

In March I flew on AA from JFK to Zurich. We were delayed an hour getting off the ground because the passengers wouldn't sit down in their seats! A small but significant percentage of the 300-or-so people on the plain kept getting up to take stuff out of their bags in the overhead bins. Hello! We were faced with a 7-8 hour flight, and when we reached cruising altitude there was plenty of time to grab the magazine or dvd. The crew were frustrated, and so was I.

The ovenight flight was smooth and perfect, except for the expected tiny coach seat and lousy food, but we arrived in Zurich in a snow storm with high winds and couldn't land after several attempts. Our captain took us over the Alps to Milan, where we sat at the Malpensa airport for 3&1/2 hours ON THE PLANE because 1). AA didn't have a terminal there, and we weren't allowed off the plane; and 2). AA's credit was not accepted for fuel. Eventually an Italian jet was sent over to our jet and fuel was siphoned off. (We had just flown over the Atlantic, so we had to get fuel to go back to Zurich, and also there was no food left on board).

Our captain came around and told us as much as he could about our delay, but the reasons for the 3+ hour wait I learned from other passengers who must have befreinded crew, and who sat on the left side of the plane and therefore could see the jet fuel being siphoned. I think AA must have a policy that their pilots and captains aren't allowed to tell passengers much of anything. Eventually, we flew back to Zurich, tried to land and couldn't, flew back to Malpensa and were given a bus ride over the Alps to Zurich. I really didn't have a complaint about the situation that was caused by weather, except for the lack of DETAILED communication while we were on the ground in Italy, and the fact that, since the crew had long since timed out, there was no one to help us in the Malpensa airport. A food voucher would have been nice, too. We were all starving. I later did get 20,000 miles unsolicited from AA because of the event, but that's 5,000 miles short of an award, which I think is cheap and tacky.

I don't blame the crew in this story for refusing to fly with passengers who booed them as soon as they boarded, especially since La Guardia is a New York City airport and 9/11 must always be in the back of their minds. A poster compared them to major league players who get booed and don't quit. Please! Flight crews aren't paid millions to put up with the crap they get, but they are responsible for hundreds of lives, including their own, every day that they work! I wouldn't want to be 30,000 feet in the air with a bunch of hostile strangers for any length of time, either!

Posted By the pixinator on July 28, 2008, 1:59 PM