An open letter to US Airways

by Mike Barish on

I just got back from spending a week visiting a friend in Puerto Rico. Considering I am tan, well-rested and had perfect weather, I guess it was a successful trip. But it was almost derailed from the very beginning when US Airways lost my luggage.

You see, I was forced to check my luggage because the overhead compartments were full. When I asked the US Airways representative why people in our seating “zone” had to check our bags and not others who boarded first, he simply said, “next time book a seat in the back of the plane.” Now seems to be the right time to point out that I was seated in row 22 of a 30 row plan yet was in Zone 6 out of 7. Logic, thy name is not US Airways.

Well, the attendant quickly scribbled my flight info on the luggage ticket. And by quickly I mean sloppily. How sloppy? His SJU (San Juan, Puerto Rico) ended up looking like SJO (Juan Santamaría International, Costa Rica). Woops! Of course, no one knew where my bag was for days. Which meant that I spent New Year’s Eve in clothes purchased in San Juan and several days in a pretty ornery mood. Ultimately, my bag was found and returned and I am happy to report that I encountered several wonderfully helpful US Airways staff members along the way.

What follows is an open letter to US Airways (rest assured it has also been emailed, faxed and mailed to their Customer Relations department). I made sure to praise those who helped me. It’s only fair.

US Airways Customer Relations,

I am writing to express my great frustration and disappointment. On December 30, 2008, I departed LaGuardia airport en route to San Juan, Puerto Rico with a stop in Charlotte, NC (Flight 899 with a transfer to Flight 1568).

I attempted to board the plane at LaGuardia when my zone was called (Zone 6). At this time, I was told that the overhead compartments were full and that I would need to check my carry-on bag. When I asked the US Airways representative why people in our zone were essentially being penalized, he simply told me, “next time book a seat in the back of the plane.” However, I was in row 22 of a 30 row plane. Yet, I was in Zone 6 out of 7. Why was a seat in the last third of the plane included in Zone 6? And such a dismissive and smug response from a member of your staff is disrespectful.

I reluctantly gave up my carry-on bag to the attendant. However, because of his sloppy handwriting, my bag was sent to Costa Rica (SJO) instead of San Juan (SJU). I did not learn this for several days. In that time, I was in Puerto Rico for New Year’s with absolutely no clothing and no idea where my luggage was and if it would ever be recovered.

I made several calls to your toll-free number and found your customer service representatives to be uninformed and dismissive. My bag could not be tracked or accounted for.

Thankfully, I can say that your on-site luggage services staff in Charlotte and San Juan are professional, courteous and honest. David in Charlotte searched diligently for my bag and had the idea to check Costa Rica. He went so far as to call me back twice to assure me that he was still working on my case. Sheila in San Juan was fantastic. She called me repeatedly and even had the delivery service bring my bag to me before their scheduled deliveries. She later called me again to confirm that I had received the bag. I wish that your corporate office staff were as friendly and helpful as your airport staff.

It is absolutely unacceptable that A) my seat was in Zone 6 for boarding since it was in the back third of the plane, B) a member of your staff would give me such a dismissive explanation as to why I had to check my luggage, C) the haste and sloppiness of one of your employees would result in my luggage going to an entirely different country for several days, and D) your corporate staff is as ineffective as they are.

You should be ashamed of a situation like this. I certainly have no intention of utilizing your airline in the future. My disappointment is tempered only by the kindness of your airport staff, who showed that a little patience and humanity can go a long way.

Overall, however, your airline’s service was an embarrassment.

Sincerely,
Michael Barish

Passenger makes bomb threat on Delta flight to LA

by Scott Carmichael on

I’m not sure whether it is something in the water, or just a general increase of insane people, but another fool has managed to get arrested after making a bomb threat on his Delta Airlines flight to LA airport.

The man got up out of his chair upon approach to LAX, and announced that he was carrying a bomb.

Several passengers on the flight then subdued the guy, and used plastic ties to keep him from creating more trouble. When the plane landed, the guy then attempted to leave the plane through an emergency exit.

The photo you see above was taken by a passenger on the flight, and was sent to the CNN iReporters site using his Blackberry, talk about a live action report!

Of course, the various federal agencies are now involved, and will be investigating the motives of the suspect, as well as checking the plane for any explosives.

It’s one thing to joke about a bomb, it’s a completely different ballgame when you actually stand up and make such a threat, and hopefully the fool behind this will be locked away for enough time to think long and hard about his actions, and how the passengers on his flight must have felt. Pretty soon the greatest threat to aviation won’t be terrorists, it’ll be insane people.

Southwest pilot called in sick after passengers accused him of drinking

by Jamie Rhein on

Because I live in Columbus, this story ended up on Wednesday night’s local news. As I listened to the report, this is what I picked up.

At 3:30 p.m. on Tuesday, two guys heading for a Southwest flight at Port Columbus International Airport saw a pilot who seemed like he had been drinking at the security check point and decided to intervene. First, they told TSA officials that they were concerned, and then told the pilot when they thought he was heading to their gate that he reeked of alcohol and shouldn’t be drinking and flying.

According to them, the pilot ran off to the bathroom where he changed his uniform jacket for a civilian one. The pilot called in sick from the bathroom and later explained to the airport police who questioned him in the bathroom that he wasn’t drunk, but that he had been partying hard the day before.

Southwest called in another pilot to fly the plane to Orlando and is investigating the case along with the Federal Aviation Administration. The two men who pointed out the pilot’s possible issues, were actually going on a flight leaving from the next gate over.

Here’s a summary of the story from the Channel 10 News that was posted last night and a Columbus Dispatch article about the incident from today’s paper.

Considering that a pilot isn’t supposed drink eight hours before a flight or have a blood alcohol level of .04, according to FAA regulations, I’m wondering just how much a person could drink the night before and still smell? Wouldn’t Listerine have worked wonders if the pilot was within the legal limit? An Altoid or two perhaps? However, nothing conclusive has been found out yet, so he might have been telling the truth and one of those people whose pheromones weren’t treating him well.

Back in 2006, there was a similar issue with a Southwest pilot. If there’s only one of these stories that pops up every few years, I’d say most pilots know not to drink and fly, and possibly, the guy who ran to the bathroom yesterday. He may have been A-okay and simply unaware of his odor.

Other “troublemakers of the sky”:

Indian pilot forgets to load enough fuel for his flight

by Scott Carmichael on

Let me open by saying that the details of the incident I’m about to write about are sketchy at best.

The report comes from an Indian news site, and appears to be translated quite poorly, it’s still interesting enough to write about, but I highly recommend reading the source article for a real chuckle.

Apparently, the captain of Kingfisher flight IT335 was preparing for his Mumbai to Delhi flight, but failed to check his fuel loads. Of course, when you do this in your car, you get a “ping” and an orange light comes on, but on a fully loaded jet, things are a little more complicated.

To make matters worse, the jet encountered poor visibility upon its approach to Indira Ghandi Airport and the captain was not certified for those conditions.

Eventually, the plane managed to reach the airport, presumably running on fumes with a pilot not trained or certified for the weather conditions.

The story then recommends people to check with the captain that enough fuel was loaded. I’m sure that will go quite well, and I certainly plan to ask the flight attendant on my next flight to confirm with the captain that he loaded enough gas.

My next report will probably be about how the federal air marshal Tasered me and dragged me off the plane for demanding to check the fuel gauge in the cockpit.

Other “troublemakers of the sky”:

Virgin America sets Boston launch

by Grant Martin on

The long heralded arrival of Virgin America into Boston Logan airport has been scheduled, and the tight jeans are coming out. February 11th marks the launch party in Los Angeles for the new LAX-BOS and SFO-BOS transcontinental routes, while the day after, Feb 12th will be the first eastbound flights.

Virgin America is keeping mum on what exactly the plans are for the launch; each new route so far has brought some sort of themed debauch, including Victoria’s Secret models, Entourage actors and rock stars.

Usually the theme revolves around the destination city though, which can only mean one thing: Puritanical hedonism. I know that you think that those terms are oxymorons, but once you slip your buckled shoes and giant hats on, well, that’s when you can let the booze and love take over.

Stay tuned to Gadling for the scoop on the Boston launch, and book your tickets on the new routes today.