“I have never seen such chaos on an airplane”

britishAnother day, another tarmac delay.

Steve Steinberg says he was trapped 5 1/2 hours on British Airways flight 269 from Los Angeles to London. It all happened on Aug. 17, a little over a week after a Continental/ExpressJet incident in which passengers were forced to spend the night on a plane.

Despite repeated requests to be let off the plane, and even though he cited a European Union laws he believes would have freed the travelers sooner, he alleges the airline refused to move.

Due to a variety of problems the plane sat either at the gate or on the tarmac for approx 5 1/2 hrs — no food served, no air conditioning in coach.

I have traveled all over the world and on many different planes and carriers. I have never seen such chaos on an airplane — passengers (including children) without food for many many hours, passengers refusing to sit down, passengers crying, demanding to be let off the airplane, announcements from the staff on the overhead speakers complaining about the passengers, people milling about all over the airplane, etc.

Not good at all.

Even though in the European Union there are passenger rights that airlines are supposed to follow — I asked to get off the airplane and was simply refused.

Steinberg wrote to British Airways about his displeasure with the 5 1/2 hour delay. Its response?

Dear Mr Steinberg

Thank you for contacting us about your claim for EU compensation.

Your claim for compensation has been refused because BA0269 on 18 August 2009 was not cancelled.

Under EU legislation, British Airways is not liable for a compensation payment when a flight is delayed. For more detailed information, please visit ba.com

· click on the section marked Legal

· then select Notification of rights to compensation for cancelled flights

Thank you for following this up with us and I hope you will fly with us again soon.

Best regards

Robert McGivern
British Airways Customer Relations

Lovely form letter.

Under EU Rule 261/2004, British Airways should have at the very least taken care of its passengers — if not turned back to the gate. EU laws apply to any flying to or from an EU member state.

(17) Passengers whose flights are delayed for a specified time should be adequately cared for and should be able to cancel their flights with reimbursement of their tickets or to continue them under satisfactory conditions.

I asked the airline about BA 269. Here’s what it told me:

It seems there was a technical fault with an engine thrust reverser that took several hours to repair, and then as the aircraft was taxiing out, some passengers became overly nervous and caused the captain to decide to return to the gate and off-load the passengers.

Safety is obviously paramount and we won’t put a plane in the air if there’s a technical fault or that there are unruly passengers that could cause disruption or problems to a safe operation.

I don’t know why the crew refused to give out snacks or water/juice, and/or a proper explanation. All the passengers should have been given apology letters. But we are investigating.

That’s not how Steinberg remembers it.

We had already gone back to the gate [regarding the] engines. Then I recall we were at the gate but couldn’t leave because some passengers were unruly and frankly refused to sit down so they were let off — and were publicly derided over the PA system by the crew, which my wife and I felt was inappropriate behavior by BA staff).

Then they had to unload their baggage and then they added more fuel and then we finally took off.

I suspect they didn’t allow me or other passengers who “asked nicely” to disembark, as then they would have had to get my baggage and that would have caused further delays. And they really didn’t seem to know the EU policies on flight delays and didn’t realize that they were supposed to let me off and refund the ticket.

British Airways has promised more details on this flight delay. I’ll post them when they’re available.

(Photo: griffs0000/Flickr Creative Commons)

  • Alan Fiermonte

    An airline delay bungled and forgetting who paid the fuel and labor bill. Gee, what else is new?

  • John

    In a lot of these situations of the passengers would just sit down and shut up, people would probably be let off the plane

  • Bob

    Why contact BA about the matter any further?

    If they truly violated the regulations and won’t own up to it, then it’s time to file a formal complaint with whatever the EU regulatory body is.

    I’ve found that when contacted by their regulatory authority, companies tend to fulfill their obligations with unprecedented promptness and courtesy.

  • http://www.travelcalling.blogspot.com Angela Corrias

    What’s going on with BA? They were so reliable, and weren’t they among the best airlines service-wise?

  • Bill

    I agree with Bob, the passengers should file a complaint with the EU and BA should be prosecuted to the fullest extent of the law. Furthermore, BA should be required to fully train all of their crews concerning these regulations and provide escalation procedures to both crew and passengers in order to prevent this from happening in the future.

  • LeeAnne

    @John…Wow. Just…wow.

    Have YOU ever been stuck on the tarmac for hours with no food/water/AC, no working bathrooms, and no information?

    I have. Fortunately it wasn’t for 5 hours, but it was 2 1/2 of the most miserable hours I can remember. I was fine for the first two hours, but then I got THIRSTY, as did my kids, who also got hungry. I had snacks for them…but snacks usually result in thirst, especially the snacks that I brought (granola bars, pretzels), stupidly thinking that I’d at least be able to give them WATER. But…nope. They wouldn’t give out ANYTHING. And the heat was overwhelming. We weren’t allowed to use the bathrooms. My son finally couldn’t hold it and got up and went anyway…and got yelled at, and I got threatened.

    And you’re telling me we should just “sit down and shut up”? Wow.

    Clearly YOU’VE never been trapped inside a metal tube on a hot tarmac. Until you are, you might consider shutting up yourself.

  • Carver Farrow

    I’m with LeeAnne. If I needed to use the bathroom, I’d just have to go up and use it and to hell with the consequences. I’m too old to be asking for permission to pee.

  • Jake

    I’m waiting for someone to just pop the emergency doors and say **** the consequences…can’t imagine there’s a jury in the US that would actually convict.

  • Kristin Zern

    BA 747′s and 777′s are seriously space challenged in economy. Offering 31″ pitch and 17″ seats. Going from JFK to LHR with not delays, sitting in those seats for 6 hrs was torture. No way to open a lap top (not enough room). So to think that the 10 hr flight from LAX to LHR had an additional 5 hrs added to it boggles the mind.

    We are back to the Passenger Bill of Rights – Water and snacks should by law be given. No one should have to endure lack of air conditioning for 5 hrs. Planes get very hot and stuffy and make people feel sick.

    But unfortunately BA does not think of customers first anymore. I think its a big mistake.

  • http://www.brucemolsky.com Bruce

    Every time I’ve ended up on BA, something has gone wrong that should not have gone wrong. Best thing to do is just avoid them altogether. . .

  • jennifer

    Jeez, what is wrong with BA and most other airlines that engage in this behavior? Is it a power trip thing, complete and utter ignorance or what? Truly baffling. I still love the story of the passenger years ago trapped on a Northwest flight who called the CEO at home and voila! action…

  • http://nodebtworldtravel.com brian from nodebtworldtravel.com

    Someone is going to get seriously sick or die eventually on an overheated plane with no water. Only when an airline is sued will legislation be passed to stop this.

    But what can someone do when they are on the plane already? Call 911? Maybe if they have Internet on the plane they can find some local TV station phone numbers?

    If you pop the emergency exits FAA,Homeland Security are going to give you a hard time. May not be worth it. Embarrassing the airline by bringing coverage to the situation? Absolutely worth it.

  • http://www.t2news.com Professor Sabena

    The incident occurred on US soil and therefore is under US jurisdiction. If it had happened in Europe – there would be no contest. However there is a requirement to compensate in the USA. There are IATA rules for this too.

    Unfortunately for the passengers in this incident forcing the airline to perform according to the rules under the IATA and US sets of rules will be hard. Hence the need for a full US set of rules that mirrors the EU set of rules. Ryanair in Europe is probably the least attractive passenger experience but they are the most on time airline in Europe. Why? because if not they have to pay.

    I actually agree that the best solution is to take matters into your own hands. If you are falsely imprisoned on the aircraft then think of it that way and act accordingly.

    As one terrorist expert once explained to me – the best security on any plane against a hijacker is your fellow passengers. I think the same advice applies in this case to take control of your own situation and act. Don’t be a victim.

    Cheers

    The Professor

  • Mary

    Indeed, someone will end up dying as a result. Sounds like it’s time for one of those passengers to create a you tube video such as the one posted by Dave Carroll – “United breaks guitars.” It most certainly got United’s attention.

  • Tom B

    re: Professor Sabena

    Sorry wrong. The European rules apply to a flight *to* or *from* a european airport

    The old website used to be a lot more useful, but the new one is at:
    http://europa.eu.int/comm/transport/air/rights/index_en.htm

    And the long explanation pdf is at:

    http://ec.europa.eu/transport/passengers/doc/2009_top10_recommendations_passengers_annexe_en.pdf

    The short leaflet is rather useless

  • Riroon

    What about those with medical conditions that get stuck on these flights? I’m a diabetic who also suffers from chronic pancreas problems. Frequent thirst, urination, and what I call the ‘wooze’ from not eating are all part of the game. Let’s not forget the constant blood sugar monitoring and need to keep insulin refrigerated.

    I flew without incident in 2008 and 2009. Never gave the thought of being held hostage on a tarmac. After these last few months, I’m scared to death.

  • J. Richter

    At British Airways you will not be helped in emergency and in any other cases.
    We have been dumped at Heathrow Airport by an incompetent British Airways which retreated all employees from the airport and left its passengers to their fate. They did not respond for months to our mails and failed re-payment of 1400€ of extra expenses for a re-booking of our flights.

    This definitely has been my last BA-flight to the Island. I will not set a foot near any BA-plane or any other plane cooperating with them…
    See my report at “The Deathrow Diaries”:
    http://www.scribd.com/doc/18326708/The-Deathrow-Diaries

  • http://www.cockam.com ajaynejr

    Ask for compensation, preferably starting using paper and snail mail, and continue all the way to small claims court if needed.

    Note: This is not about delay. This is about subjecting passengers to discomfort such as excessive heat and lack of bathroom facilities.

  • Barry Graham

    Clearly this is the culture gap. It’s common for British people (me being one of them) to deride people who act like fools and make life hell for everyone else. I am not saying that’s the right way to behave, but on the other hand if unruly passengers won’t do what they are told, and ruin things for everyone else, I am not sure what other choice BA had.

    We have flown BA many times between our home on the east coast and London, and have nothing but praise for the way we have been treated. It’s far superior to anything any American airline has to offer.

  • Joe Farrell

    if all the passengers had paid the carbon credit ‘fee’ all would have been properly taken care of.

    The airlines have used the security enhancements following Sept 11 to create little facist crew members. FA’s and flight crew cite ‘security’ for all sorts of BS rules designed solely to make their job easier, and then threaten passengers with the vague ‘interfering with flight crew’ which is generally 99% bogus claims.

    Then the airlines use all sorts of false excuses to avoid liability.

    I recently had a claim against Delta for a flight last March where they can canceled a flight and claimed ‘weather’ as the excuse. The weather was clear in Cincinnati and clear in Charleston and clear where the aircraft was coming from. I was shuffled to another airline and arrived at a different airport in my state and asked simply for the cost of the car I rented and gasoline to get back to my original airport to get my car. Denied.

    Sued them. Small claims. I did discovery. Found out the ‘weather cancellation’ was because the CREW was weather delayed at another destination the night before. THAT was the ‘weather excuse.’ I petitioned the court to move the case out of small claims and to bring a class action on behalf of all persons similarly situated who were lied to by Delta claiming weather delayed a flight but was caused by poor crew planning and not reassigning crews on the fly. A weather delay is one whereby weather DIRECTLY causes a delay.

    Delta made my time worth it in that they convinced me to drop my claims. But suffice to say I have discovered that every airline routinely lies to its passengers to avoid compensation, thereby violating the unfair trade practices rules of every state. So pretty much any time you are wondering if the line you are getting is true or not . . . absent direct knowledge of the flight delay [weather outside the window, mechanical,] its probably a bunch of hooey.

  • Scott

    All anyone on any flight in this situation has to do is say they are sick and they have a life-threatening illness and then the staff HAVE TO let you off the plane immediately. We need a federal law so that flight staff have to inform passengers of this while going over safety rules so people know their damn rights.

  • Sister Maria

    I recommend in situations like this, where people are given no choice (falsely imprisoned) to take action and start opening the emergency exits, which is really their only recourse, if the crew won’t cooperate and they can’t escalate awareness of the situation to higher authorities. As a result of this action, emergency crews will be called out, the flight will be cancelled and the passengers will be released. I agree that it is unlikely a jury will convict anyone acting in these circumstances, because such action is morally justified. Dire circumstances call for extreme measures. If this happens consistently in situations like this, the airlines will change their behavior for several reasons.
    I also recommend standing up, and speaking to the passengers and getting their moral agreement, as well as giving the crew a final chance, before taking such action. That way, there is a common understanding among the passengers as to why this is being done. In the name of common decency!

  • Bill

    Looks like we have laws for this now..or more laws. Was BA ever prosecuted under EU law for this? There’s no follow up.