Have You Ever Reached Your Breaking Point? I Have!
This Just In: The Woman that Caused Steven Slater to Quit His Job at Jetblue
I believe that anyone who works with the public can empathize with Steven Slater, the JetBlue flight attendant who made a quick escape from an airplane full of passengers. Word has it that he had just experienced a heated argument with a passenger that was not displaying Jetiquette and chose to get up and retrieve carry-on luggage during while the aircraft was still moving. Supposedly, the luggage had actually struck the flight attendant and was the final straw that may have ended a 28 year flight attendant career.
So how does this happen? Well, I’ve experienced this and actually have had to remove myself from flying in the past due to stress on the job. As air travel in the US has deteriorated, the employees have been left in a virtual battle-zone; left to deliver the bad news and enforce angering policies. Here is my own story which gives you a unique view of how Steven Slater felt as he slid down the emergency chute taking his career and two beers with him!
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I totally empathize with Mr. Slater. I think that all flight attendants should have at least one “Get out of Jail Free” card that will cover them when they need to do something damatic to deal with a stressfull situation (as long as the drama doesn’t impact passenger or crew safety). If passengers knew that attendants were allowed this one show of frustration- and that it might be directed at them, then maybe they’d improve their Jetiquette!
Wouldn’t it be nice? You are so right about everything Victoria!
steve slater has to be the new folk hero for us beaten and abused f/a’s. this man rocks!! i wonder though, does the ‘offending passenger’ just get a pass on this? after all, she did not listen to the FAR’S the way i see it. i hope she is brutalized over this. maybe, just maybe, the flying public will think twice. but, i seriously doubt it. i have a feeling though that every airline CEO out there is thinking, ‘wholly crap, how many steven slaters do we have in our ranks?” my guess is just about everyone they have pissed off with concessions but yet they keep their sickingly high salaries and golden parachutes.
Hi! I just heard you on NPR and thought I’d chime in:
I am a passenger with no connection to airlines other than as a reluctant customer, and I certainly can understand Mr. Slater’s situation. If I had a dime for every time I witnessed a “fellow passenger” acting like an idiot or, worse, harassing the flight attendants just out of some perverted need to show their self-delusional sense of superiority… well, I’d own an airline by now! You are absolutely right that people are looking for the nearest target to vent their frustrations against the latest tortures the airline execs impose upon them, and it’s just plain wrong! A little civility helps everyone get through these trying times. We’re all adults (or so I’d like to think).
Best of luck to Mr. Slater. I hope he gets through this as well as possible.
Juan
Oh, Galen, I hate to disappoint you, but I think the problem is not so much with the airlines or even with the passengers as it is with the state of plain old courtesy these days — what I mean to say is that there ain’t any. Can you even IMAGINE something like this happening in 1980? And I hate to say it, but while you’d think church people would be better, this pastor gets treated like pond scum quite a bit. It seems that the lower your salary, the less respect you get. I think the bottom line is that if your job means interacting with humans, you’d better put on your “I’m OK, You’re Not Ok” armor at the beginning of the day. Best of luck.
As a passenger I’ve come close to opening a can of whoopbutt on fellow passengers who whack me with their ridiculous loads of luggage as they totter down the aisles. I hope Steven’s story has a happy ending. No one died, and no one was even inconvenienced in any meaningful way. I think everyone is entitled to have a bad day. I agree with the poster above who hopes for the “get out of jail free card.”
In defense of flight attendants, (not being one), my flight experience reveals that there is a necessary ranking of duties and responsibilities that needs to be observed by all. The safety, (includes sanity), of the polots and crew and integrity of aircraft come first, then follows that of the passengers, (as a whole, then as individuals). When an action or attitude threatens that protocol and safe operation, all other creature comforts and frills are secondary, including courtesy, quality of food, perks, attention and service. Sometimes, it’s just us loonies, and the stewards are trying to keep us from hurting ourselves. Those passengers who get obstreperous and act out in dangerous ways have, by doing so, already forfeited their opportunity to receive normal service; they need stern but polite reasoning at first, then more formidable but still rational attention if necessary, including being ignored. It may help to suggest to such passengers that they think of themselves as flying in a padded cell, with the primary objective being their safe delivery to whatever madness they choose on the ground.
I’ve just heard the commentary on NPR. First, very well said sir! I’m on the passenger side of this equation, and I totally agree that it is the airline management we should have a beef with, not the flight or ground crews that as you said, “have been put in a war zone.”
Passengers that feel and behave as though they are entitled are at best an irritant and frequently a delaying factor or a hazard to the the rest of us, passengers and crew a like.
So yes. Solidarity with the flight crews. My personal experience is that appreciation of the crew and the work they do on our behalf is easy to do and goes a long way.
Support the flight crews, complain to and about management.
Safe landings guys.
Peter ff
I fly a few times a year and have also observed passenger courtesy decreasing as airline employees are asked to do more under increasingly stressful conditions. In a decade of flying I’ve only once seen an attendant loose their cool. Passengers, on the other hand, seem to think nothing of complaining about anything and everything.
I understand the “folk hero” hoopla, and I don’t doubt his justification for “going nuts.” But I’m concerned for HIM. Having thrown away my own career with a series of stupid and reckless mistakes, I feel empathy, but I fear that once all this dies down, he will be in a much worse place … I’m not saying he was “stupid”: that’s for him to decide later on. But he apparently lost his sobriety as well as his career, and presumably his health insurance. And will anyone want to hire him knowing of his, shall we say, poor handling of stress. Prayers and best wishes to him.
Hi srhfrzr, I share your wishes that all of this turns out well for Steven. I guess we can’t foresee where this will go for him once the 15 minutes passes. Hopefully, he will come out on top and I think that the upside could be major…we’ll see.
As the sister of a flight attendant, I have learned to be courteous to the flight attendants. Whenever I travel, which is about once a year overseas, I usually bring the crew some chocolate candy or some such thing to help ease their time.
I have also been subjected to kids kicking the back of my seat from Cincinnati to San Diego non-stop and when I finally asked the mother to make him stop, she just said “What do you want me to do?” Since it was a full flight, all I could do was endure it.
I heard you on NPR and you couldn’t be more right. I would have done the same thing as Steven did I’m sure. With downsizing, making employees work more with less people, this type of situation is only going to happen again and again.
Thanks hkreizinger! You are smart to use the “upgrade bag” technique; classy touch. Also an answer to a mother like that is to suggest that she turn her child sideways to that its legs and feet are within easy range to kick her! See if she if she finds a way to put an end to it then:)
I’m glad to see so many people here and elsewhere sympathizing with Steve Slater — I fly frequently and I’m appalled at passengers who act more like needy, petulant children than adults. But he could have handled it differently; he could have feigned unconsciousness after being struck by the passenger’s luggage — then he could have sued the passenger and retired on disability. I wish Mr. Slater all the best.
Yes true…but this way…he did secure a place in history that will be remembered for a long time! I do shudder to think how it could have gone terribly wrong, had someone been killed or badly injured by the slide.
Just heard you on NPR and could not wait to get home and find your website. i can already tell I’m going to become a fan.
I would like to hear the offending passenger’s version of this story. I’m sure it would be quite entertaining to learn exactly why she felt exempt not only from the rules of the airline (don’t stand up when the aircraft is taxiing) but the rules of common sense and civility as well (don’t allow your luggage to fall out of the overhead bin and hit anyone on the head). Duh!
In terms of the general outrage against airline executives and outrageous charges it seems we have all developed a warped sense of entitlement. When did we decide it should be cheaper to fly in padded, air-conditioned comfort around the globe in a few hours than to drive?
Seriously. The next time you have to fly from one city to another, multiply the mileage between those cities by the IRS mileage allowance for business travel. You’ll also want to add some money for the hours or days it will take you to drive it, plus the cost of shelter and meals along the way. Then review at your airfare between the same two cities. Do the math a few times and you may reconsider your opinion of “outrageous airfares”.
My best to Mr. Slater. I hope whatever the outcome he knows that he has the support of many.
phxlynn, You are so right! It is amazing how low the cost of air travel really is when you consider all of that. I think it is funny how people want fares to be lower and lower at any cost and then wonder why there are no frills. Again it goes to the sense of entitlement that refuses to taper off.
Yes Mr. Jimmy Lee, Mr. SLATER could have feigned unconsciousness but I believe and think he is basically an honest person just feed up with the system. Well??? Someday, try being in a service orientated post and do the CORRECT thing !
As a retired teacher I can relate to the abuse that this flight attendant received. I’ve had parents behave rudely and aggessively towards me, threatening to sue me and get me fired, and even throw a textbook at me one day. I watched civility deteriorate over the duration of my career. I feel for anyone who works in a service industry these days. When flying I always make an effort to speak politely to airline personnel and thank them for their assistance. I hope Jet Blue finds a way for this employee to keep his job.
Teachers receiving this type of abuse is even worse than flight attendants, but then again no one should have to experience this type of abuse.
I will never be a problem what so ever on a flight ever again…
We’re only human. Pretty extreme the way Steven handled the matter but hey…had he not done so we wouldn’t be discussing it today. Personally I wish Steven the best. I grew up in the family business which was a tavern and so from the age of a toddler I grew up with my own perception of bad or rude behaviour in the context of people and alcohol, but I can look back and recall that it was a fun and entirely civilized atmosphere in which everyone from bikers to the parish priest could enjoy a drink in a relaxed and safe environment.
In my twenties I joined The Hertz Corp at a major airport location and enjoyed the next 15 years with them and in those years got to meet the famous and not so famous in addition to dealing with mostly very civilized and gracious people. BUT…even in my first week as a trainee at my job I witnessed a male adult screaming at one of my coworkers and calling her a cu@t and he finally stormed off screaming “I’ll have your job” etc. It was an eye opener to say the least and something that I never witnessed in the family tavern, nor would have been tolerated. Over the next 15 years I was now and then a witness to unbelievable exhibitions of rude/uncivilized behaviour by adults in and around the airport and occassionally as a passenger on flights have also seen absolute bottom of the barrel behaviour from passengers, although most are well mannered and I truly appreciate the job sky stewards have and it’s implications for their own comfort and safety.
Have a ton of respect and admiration for sky stewards. Lots of responsibilities executed with grace and poise.
I think Steven grabbing that beer followed by the rather dramatic exit might do us all some good. Hope he is offered his job back or is happy in whatever direction he goes from here.
Yes, it did open up some eyes didn’t it. Amazing how wake up call take different forms. Thanks for your appreciation of all we do!
Sorry Karen, but ‘church people’ as you put it, are the most arrogant, self-righteous pricks this side of Hollywood.
They talk a pretty game, but never have I met such hate filled bigots in my life.
As a former high school teacher I can relate to the stress of dealing with attitudes and plain bad behavior. Many times I’ve had to consciously not respond to a provocation because I was afraid of what my response might be.
I have been fighting with a fear of flying for the past ten years and I will be the first to tell you that the entire process from check-in to landing can be a time of high anxiety. However, at all times the flight crew has been that sea of calm in an otherwise unpleasant day. I don’t know how they do it. The behavior of some of my fellow passengers is similar to that of some of the high schoolers I had to deal with, but they don’t have the excuse of teenage hormones. It’s as if they walk onto the plane in their bubble of “it’s all about me” with no regard to anybody else. I feel pretty bad for the Jet Blue flight attendant. I think that a lot of us – even those of us who are not in the aviation industry – can see what led up to this and believe that the majority of the blame falls on the passenger(s) who provoked this. I really hope that things work out for him.
I agree and I also have had to apologize to some of my teachers for the trouble I gave them. I didn’t think it through back then and I think that a lot of passengers forget to think it through before going off on front line people. Lessons to be learned:)
I, too, heard the NPR piece and enjoyed it. Mr. Slater’s actions make a great story…but I agree with the person who speculated that he may, in the end, regret his actions…losing one’s health insurance these days (and presumably that includes mental health coverage) is something one must consider carefully.
Nonetheless, I would like to chime in that “Jetiquette” has deteriorated at an alarming rate. Actually, I can see both sides of the story. We passengers have been harassed by the airlines and as the SkySteward correctly points out it is the FA’s who become the “messengers” on the front line.
Conversely, passengers too often “lose it” – but Lordy, I’m 5′ 2″ and have a hard time squeezing into those sardine cans they call cabins and I can only wonder what effect it has on some one 6’2″! And the fees, no food, delays, high prices….well, don’t get me started.
That said, we all need to bear in mind that none of it is the FAs’ fault. They are just doing their jobs and not getting paid all that much for it, either.
As for me, I consider the FA to be my friend as a passenger. So long as I follow the rules, they generally make my flying life easier and on one occasion saved me from a VERY rude passenger. On a trans-continental flight, this woman REFUSED to get out of her seat to allow me to utilize the lavatory! Yes, I was in the window seat…she and her husband in the middle/aisle. She announced in no uncertain terms that she “never gets up on a plane”….after over an hour of sitting in misery, I called the FA and explained to him what was going on. He suggested I sit tight and ask again in a bit. Which I did. She refused (and, as I said, I am short…so climbing over her was not possible unless I sat in her lap). The FA eventually rescued me….took me to the back galley, calmed me down and fed me a DIet Coke (mother’s milk at the time!). Someone switched seats me so I did not need to interact with the evil person again. The FA was my hero and I wrote a letter to Delta saying so.
So, hooray for FA’s. I home that Mr. Slater’s story has a happy ending and wish him…and you, fellow travelers, only the very best.
I share your concern, but I have a feeling that Steven will come out of this better than he went into it. I love that story about the lady refusing to get up. I would have loved to have met her!
Tangential response to an earlier commenter, George who wrote, “. . . ‘church people’ as you put it, are the most arrogant, self-righteous pricks this side of Hollywood.
They talk a pretty game, but never have I met such hate filled bigots in my life.”
George, I’m a “church person” myself, and I admit you kind of have a point. I think there are a couple of different kinds of “church people” out there. One kind attends services regularly, and maybe helps out with music or with Holy Communion, and that’s really about it. Nothing wrong with participating or helping out: these are good things to do. But some of these folks somewhere along the line seem to get the impression that because they’re doing these things, that they’re all that. And my experience is that anyone who thinks they’re all that, can be more of a handful to deal with than most.
The second kind of church people do what the first kind do, but they also go alone into their rooms, close the door and pray for 15 or 20 minutes at a time. Regularly. And they’re also the ones who show up to volunteer behind-the-scenes with the scut jobs: to staff soup kitchens and thrift shops, take meals to shut-ins, tutor disadvantaged students, and drive all night across several states to help with clean-up after a natural disaster.
This second kind tend not to think they’re all that; they tend not to think much about themselves at all. They tend to think about others, and they tend to think about their God.
RE:
“George 11 August 2010 at 3:31 am #
Sorry Karen, but ‘church people’ as you put it, are the most arrogant, self-righteous pricks this side of Hollywood.
They talk a pretty game, but never have I met such hate filled bigots in my life.”
___________________________________________________
George, in almost all cases, I absolutely agree with you! And whether they’re the majority, or the minority, they’re all “conservatives” (you know…conserve MY values, and if you don’t abide by them, get out of this country…what do you think this is?…a free country to practice your own religion or something?), and not conservative with things like natural resources or money.
The suits will run over anybody to get that table for Sunday lunch…and complain about everything, and not leave a tip…I’m sorry, but I just see this kind of behavior so much from those who are supposed to be the “good people” that I have no desire to devote my life to some invisible man who is everywhere, always watching me, but will never approach me (sounds kinda creepy when you think about it that way – LOL!). Oh, and no matter how good I try to be, I’ll go to hell because I haven’t been dunked in water in a special technical fashion…
sorry…do I rant?
One or two folks have commented negatively on “church people” and conservatives, so here goes.
I’m a “church person” and somewhat conservative in many areas, although somewhat progressive in others. I have some extremely devout ultra-conservative Muslim friends whom I think are terrific people and feel fortunate to know. They are good people. I think they feel the same about me. I also have some atheist ultra-progressive relatives who are some of the best people, people you’d be especially glad to have on your side when the chips are down – loyal, caring, good souls. I know some pretty conservative (like me) fellow Christians who, well, let’s just say they have a ways to go in the personality department.
Life is so much better and happier, I think, when you take each man or woman as s/he is, figure he brings with him a lot of valuable experience and a lot of baggage (heh!), and figure he is probably doing about the best he can with what he’s got. If he’s acting ignorant or annoying, maybe he’s having a bad day. Or maybe he’s got a ways to go in the personality department. Newsflash! So do I, at times! Maybe if I see him as a human being instead of as “the enemy”, and make an attempt to reach out to him, maybe we can talk. Maybe we can share perspectives, at least make an attempt to listen to each other. Maybe if the other fellow feels *listened to*, he’ll be more willing to listen to me and my ideas. (Continued)
Here is an old hippie song from the sixties with lyrics we desperately need today:
I knew a man that I did not care for
One day this man, he came around my door
We sat and talked about things on our mind
And now this man, he is a friend of mine.
Reach out in the darkness; reach out in the darkness
Reach out in the darkness, and you will find a friend.
I think it’s so sad when people broad-brush “all conservatives”, “all religious people”, “all African-Americans”, “all Jews”, “all women”, “all gays” in stereotypical ways. How much better to “come on people now, smile on your brother, everybody get together, try to love one another right now.”
Dear Sky Steward:
Thank you for your response to my comment…but golly, I don’t really think you would have wanted to meet that woman! Or maybe you would have been…er…firmer than the FA on that flight. I thought perhaps she was unable to get up (and had been brought in by wheelchair before I embarked)…but – no – she got up and walked off under her own steam.
I, too, am a church person and I like your sentiments, Marion. The “broad-brushing” dehumanizes the individual people. I think that people who lump all “pick a category” people together are often quite surprised when they come face to face with them and talk, get to know them a bit. We all put our pants on “one leg at a time.” We all have hopes, dreams, desires, loved ones. My own son spent 8 months in rehab for alcoholism and I know look at alcoholics a different way. I know that all of them are someone’s son, brother, mother, sister, aunt…. And that virtually all of them has or had some one who loved them deeply….but that it all went awry.
But, I digress…so sorry.
April wrote, “. . . I now look at alcoholics a different way. I know that all of them are someone’s son, brother, mother, sister, aunt…. And that virtually all of them has or had some one who loved them deeply….but that it all went awry.”
You are so right, April!
Speaking of alcoholics, this “church lady” is the wife, sister, and niece of people for whom “twelve drinks aren’t enough and one is too many.” Al-Anon is a wonderful 12-Step self-help program for those of us who are bothered by the drinking of someone we care about.
Dear Sky Steward, as I watched the video above, I thought about the Al-Anon program in which we learn to “detach with love” from those persons in our lives whose behavior bothers us, or even harms us. And we learn the Serenity Prayer, “God grant me the serenity to accept the things I cannot change, the courage to change the things I can, and the wisdom to know the difference.” I wonder, how often may the difficult, unreasonable, or impossible behavior of some airline passengers be attributable to the influence of alcohol or abusable drugs? One cannot always tell, not if the user is very accustomed to drink or drugs. Anyway, I was very happy for you when I saw how you came out after your own time of treatment, and I liked the lessons you had learned very much indeed. It’s amazing how, looking at life in unreasonable ways harms us; and knowing the right way to look at life makes it possible to be at peace and to be happy through almost anything.
Thank you so much. I hope you won’t mind my saying, I’m very proud of you.
I just wrote a customer feedback comment to JetBlue on their web site to praise their bold-but-edgy flight steward and suggest to JB that they feature their “everyman’s hero” in upcoming commercials. If they retain a clever advertising agency, the agency will know how to retain Stephen Slater as part of their marketing strategy. He’s worth gold to JB right now. Let’s just call Stephen’s actions “edgy.”
Enjoyed SkySteward’s Comments on NPR yesterday afternoon. I am a 20 year journeyman air traffic controller, and I travel on airlines approximately 30 flights each year. (I do not wear shorts or jeans, and always have on a collared shirt when I am a passenger.) For the last few years it has been my habit to make one very special comment to one or more of the Flight Attendants on these aircraft: I say quietly, but loud enough for a few people nearby to hear, “Hi, I just wanted to tell you that I KNOW that you are not really getting paid to get me a soda and peanuts… you do not get paid for what you typically have to do on these trips, but rather for what YOU KNOW HOW TO DO, this is, to save my ass and the rest of us if something goes wrong, and I appreciate it! I KNOW about the initial and recurrent training that you have had, and I’m really glad you are here. Thanks!” Flight Attendants are indispensible to safety of flight.
Marion….I am SO with you on Alanon! I practice detachment with love every day!
As a Jetblue flight attendant, I can say with 100% certainty that our management does NOT back us under any circumstance. If a passenger has any bad experience and chooses to write a complaint letter, as inflight crew, we are guilty until proven innocent. I, for one, am tired of this treatment. The most sickening part of this whole story is that the woman who hit Steven is not suffering any consequences for her actions. Her name is Sheila Jackson Lee and she is a Texas State Senator and has a history of bad behaviour on aircrafts…yet Steven is the bad guy? There are many of us Jetblue people who feel that our company has set a terrible example by doing nothing to the woman who was non-compliant. She broke the law plain and simple and nothing is done…this is an every day occurrence on our flights. Our management tells us to “Inform but not enforce”, yet if we do not enforce we could be subject to fines by the FAA! This again, shows how our management does not back us one bit. The way JB handled the entire situation is sickening, their “statement” poking fun of the situation was in terrible taste and I hope people take notice of how horrible this entire fiasco was handled. Our management is terrible, our marketing is terrible and whomever the buffoon is made the belittling statement should be fired. I truly feel that if as inflight crewmembers we felt we had management support, this incident would not have happened. The entire flight was given $100 vouchers. What this is showing is that on a Jetblue flight, you can abuse the flight attendants all you want because nothing will happen..and as a matter of fact, you may even be rewarded! This not only effects us at JB, but every flight attendant everywhere. Though I love my job and cannot imagine doing anything else, I have to say that our company played this all wrong and nothing will ever change. We received a patronizing email from the head of inflight giving us the phone number to a crisis hotline. Is that what we need? Its disgusting. I am so angry about this mess that if I didnt need my job, I would contact every major media outlet and make a statement about how awful we are treated. Anyway, I just want everyone out there to know how it really is at our company. Its no longer fun and I think that this whole incident could be the beginning of the end of our company.
To “Jetblue FA” and “Sky Steward (moderator): It gets a little tiresome, to say the least, when airline employees, and their apologists, are allowed to depict themselves as reincarnated versions of Mother Theresa and the airline customers as soleless Neanderthals. There appears to be a significant minority of flight attendants who take delight in turning planes into airborne police states. Consider the case of American Air’s “Helen The Orange Juice Lady.” See http://consumerist.com/2009/12/asking-for-orange-juice-on-aa-may-violate-federal-law.html . A mandatory “carry-on” for a flight should NOT include a criminal defense attorney. Thus my recent flights involve refusing all cabin service and responding to crew with “yes,” “no,” or “I wish to remain silent.”
Customers deserve whatever they get from the crew if they… refuse to be seated; use their cell phones; are drunk; or become physically assaultive. For those crew members who are unable to behave civilly, and lawfully, to those customers who observe these rules the Dept. of Transportation needs to adopt a regulation mandating their removal from flight duties. Civility in the skies is a TWO-WAY street!!
I work for an international airline out of the persian gulf (i won’t mention the airline here). although the airline travel standards have not detorierated here in the middleast, but i truly feel for slater! on many occasions i have been about to snap from passengers behaviors, who come on the airplane and think that we can ignore over 300 other customers just to solve their “problem” which can turn out to be a very silly one. there is a specific nationality, that i won’t mention so that i don’t get called a racist. they are always the problem. i had one time one of them ask me that he was promised a window seat, but he didnt get one. if the flight is full, sorry can’t force people to move, he insisted, and i finally snapped telling him that he has two options: either to sit in his assigned seat or deplane and take another flight with a window seat!!!!!” problem solved, he sat down! another incident when this guy will not allow any one put any thing in the same overhead compartment he put his bag in.. sorry darling, its a shared space for all passengers. and the one that hit the straw and i was extremley rude back is when i was yelled at the “F” word, because i told him that we cannot close the curtain!
the worst thing is when mothers get onboard demanding: Milk, Baby food and BABY BOTTLES.. its true that we have baby bottles on board, but what kind of a mother are you when you get on a 14 hrs + flight without a baby bottle??? are you even competent enough to be a mother?
however, by the end of the day, people do this job because they like it… its just the attitudes of people are the ones that irritates!
Are you kidding me? LOL! BTW, how is it you filmed this on company property? Is AA endorsing this? It is the only airline losing money, so I sure hope they are not contributing dollars to the filming of this.
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