DONE TO EASE THE TENSIONS IN THE
SKY.
LET ME POSE THIS QUESTION THE
WAY I THINK PEOPLE AT HOME WOULD
LOVE TO POSE IT.
WHAT THE HECK IS GOING ON UP
THERE?
>> I THINK WE HAVE MAXIMUM
CAPACITY PASSENGER LOADS AND WE
HAVE MINIMUM FLIGHT ATTENDANT
STAFFING.
AND PEOPLE ARE CRAMMED INTO
SMALLER SPACES.
AND PEOPLE ARE STRESSED.
>> THEY'RE STRESSED FROM THE
TIME YOU GET IN YOUR CAR, FACE
TRAFFIC, TO GOING THROUGH TSA.
WHEN YOU FINALLY GET ON THAT
PLANE AND YOU'RE GOING TO GO FOR
THREE HOURS WITH NOTHING, THIS
IS WHERE IT GETS RELEASED A LOT
OF TIMES.
>> RAISE YOUR HAND IF YOU FEEL
TENSION IN THE SKIES, IN PLANES
WHEN YOU'RE ONBOARD PLANES RIGHT
NOW?
RAISE YOUR HAND IF YOU FEEL IT.
>> I EXPERIENCE IT EVERY TRIP AT
LEAST ONCE.
>> EVERY TRIP AT LEAST ONCE?
>> YEAH.
>> WHAT'S THE WORST YOU'VE SEEN
ON A PLANE, IN TERMS OF PEOPLE
BEHAVING BADLY?
>> I HAD A PASSENGER.
THE LAVATORY WAS OCCUPIED.
AND HE DID NOT WANT TO WAIT.
AND HE URINATED RIGHT IN FRONT
OF THE BATHROOM BY THE COCKPIT.
AND THAT'S PRETTY MUCH
UNACCEPTABLE.
AND --
>> PRETTY MUCH UNACCEPTABLE.
THAT'S UNACCEPTABLE.
YEAH.
AND HOW DO YOU HANDLE IT?
>> OBVIOUSLY, I HAD TO REPORT
THAT TO THE CAPTAIN.
>> RAISE YOUR HAND IF YOU'VE
BEEN VERBALLY ABUSED BY A
PASSENGER.
REALLY?
>> YES.
>> IN WHAT WAY, TIM?
>> I THINK ALCOHOL DOES PLAY
INTO THIS A LOT.
THE SAME ALCOHOL THAT YOU'RE
DRINKING ON THE GROUND IS VERY
DIFFERENT WHEN THE CABIN IS
CLOSED AND YOU'RE AT 8,000 FEET.
IT AFFECTS YOU DIFFERENTLY.
MOST PEOPLE DON'T RECOGNIZE HOW
ALCOHOL DOES AFFECT THEM.
>> THEY GET DRUNKER.
>> DRUNKER.
>> FASTER.
>> WOULD YOU LIKE TO SEE THEM
STOP SERVING ALCOHOL ON FLIGHTS?
>> NO.
I THINK THAT'S A BIT EXTREME.
WE'RE SPECIFICALLY TRAINED TO
ASSESS THE SITUATION.
AND WE USE SPECIFIC PARAMETERS,
IF SOMEONE IS APPEARING TO BE
INTOXICATED, WE MAY NOT SERVE
THEM A FULL DRINK.
>> WHAT PERCENTAGE OF INCIDENTS
OCCUR ON A PLANE DO YOU THINK
HAVE SOME BASIS IN ALCOHOL
CONSUMPTION?
>> I THINK THAT'S THE LEADING --
>> PROBABLY 80%.
>> 80%?
EVERYBODY WALKS ON THE PLANE
WITH A CELL PHONE.
ON ALL THOSE CELL PHONES THERE'S
A CAMERA.
AND SO NOW, EVERYTHING YOU DO
AND EVERYTHING THE OTHER
PASSENGERS DO, SOMEBODY CAN HOLD
THAT CELL PHONE UP AND CAPTURE.
IS IT A GOOD THING OR A BAD
THING?
>> CREATING A SITUATION THAT
ALMOST CREATES AN OPERATIONAL
SITUATION BETWEEN THE PASSENGER
FILMING AND THE CREW WHEN THERE
DOESN'T NEED TO BE ONE.
>> I WANT TO PLAY VIDEOS FOR YOU
AND TELL ME WHAT THE IMMEDIATE
REACTION WAS THE FIRST TIME YOU
SAW THIS VIDEO.
OKAY?
>> THIS IS WRONG.
OH, MY GOD.
LOOK WHAT YOU DID TO HIM.
>> SO, THAT VIDEO WENT VIRAL
WORLDWIDE.
THE FIRST TIME YOU SAW IT, WHAT
DID YOU THINK?
>> I WAS SHOCKED.
>> SHOCKED?
WHY?
>> IT SHOULDN'T HAVE HAPPENED.
IT SHOULDN'T HAVE GONE THAT FAR.
>> IT'S UNACCEPTABLE.
AND I THINK THE INDUSTRY HAS
LEARNED FROM THAT.
>> YOU KNOW THAT THE PEOPLE
AROUND THE WORLD WHO WATCH THAT
VIDEO SAID, THAT'S PROOF.
THESE GUYS DON'T GET IT.
THEY DON'T UNDERSTAND THE FLYING
PUBLIC, THEY'RE BAD GUYS AND HOW
DID THAT FEEL TO KNOW THAT'S
WHAT PEOPLE WERE THINKING?
>> IT'S KIND OF DISHEARTENING
BECAUSE WE'RE THERE AS FIRST
RESPONDERS.
WE'RE THERE FOR YOUR SAFETY.
THAT'S OUR JOB IS TO HELP AND BE
THERE FOR OUR PASSENGERS.
>> THIS IS A FISTFIGHT ONBOARD A
FLIGHT.
THAT WAS BOARDED.
>> SOMEONE HELP.
THIS GUY'S CRAZY.
>> FIRST TIME YOU SAW THAT
VIDEO?
DANTE, WHAT DID YOU THINK?
>> THE FLIGHT ATTENDANT, SHE
STEPPED RIGHT IN TO TRY TO
DE-ESCALATION THE SITUATION.
AND SHE ENLISTED THE HELP OF
ANOTHER PASSENGER.
I THINK WHAT IT IS AS WE DO AS
FLIGHT CREW, TO HANDLE A
SITUATION LIKE THAT.
IT WAS HANDLED PERFECTLY.
>> WHAT ARE THREE THINGS THAT
THE FLYING PUBLIC COULD DO,
STARTING TODAY, THAT WOULD MAKE
THIS SITUATION BETTER?
>> APPROACH YOUR FLIGHT WITH A
SENSE OF COMMUNITY.
YOU'RE GOING TO BE PART OF THIS
FOR HOWEVER MANY HOURS.
>> JUST KNOW THAT WHEN YOU'RE
DELAYED, I'M DELAYED.
WHEN YOU'RE CANCELED, I'M
CANCELED.
AND SAY HELLO TO YOUR FLIGHT
CREW.
DON'T TREAT THE FLIGHT CREW LIKE
WE'RE THE ENEMY.
WE'RE ALL IN THIS TOGETHER.
>> YOUR NUMBER ONE PET PEEVE.
MINE?
PEOPLE WHO PUT THEIR FEET UP ON
THE SEAT IN FRONT OF THEM OR ON
THE WALL.
WHAT'S YOURS?
>> SITTING IN A JUMP SEAT,
GENERALLY IT'S RIGHT BESIDE THE
BATHROOM.
SO, IF YOU'LL JUST TWIST AND
PULL, THE DOOR WILL OPEN AND
CLOSE THAT WAY.
YOU DON'T HAVE TO SLAM IT
BECAUSE MY EAR IS RIGHT THERE.
I FIGURE I WOULD END ON A LITTLE
BIT OF HUMOR.
>> ONE OF THE THINGS THEY ALL
SAID IS, THAT WE ON SHOWS LIKE
THIS, NEVER TALK ABOUT THE 999
FLIGHTS OUT OF 1,000, THAT GO
OFF OUT A HITCH.
WE ONLY COVER THE STORIES WHERE
THERE'S A PROBLEM.
>> AND THEY WORK SO HARD.
AND THEY ARE ON THE FRONT LINES.
THAT'S A GOOD POINT.
THEY'RE DELAYED, TOO, WHEN WE'RE
ALL DELAYED.
NOBODY IS HAPPY ABOUT IT.