Reminder: heated arguments with the airline crew will usually end badly for the passenger.
An Australian man who says he was denied boarding on a Jetstar flight in Sydney after taking a photo with his family prior to boarding says crew called him “an idiot,” causing a confrontation.
The man was boarding the flight to Brisbane with his wife and two children when he took out his phone to take their picture on the ground prior to boarding the aircraft via stairs. After his family boarded, he says he got into a confrontation with a flight attendant over his use of the phone to take pictures on the boarding stairs.
“I try and get on the plane, I take a photo of my kids as they get on the plane, in flight mode, and the lady calls me an idiot,” said the passenger, Jimmy Mitchell.
He was informed that passengers were reminded prior to boarding that the use of phones while boarding in the open air via stairs was prohibited because the aircraft was being refueled, but he was wearing noise-cancelling headphones and did not hear the announcement. The crew reportedly told the man that because of the confrontation he wouldn’t be allowed to board.
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After waiting in the terminal for further instructions, Mitchell was ultimately allowed to board the flight by ground staff.
A Jetstar spokesperson said, “All our customers and team members have the right to feel respected when flying with us or when at work and we’re looking into what took place in this instance.” The spokesperson further explained that passenger phone use is not permitted when boarding the aircraft via stairs “as this is an operational space and we remind customers of this via gate [announcements].”
Jetstar’s conditions of carriage document, which passengers agree to when they purchase a ticket, allows the airline to refuse to transport passengers who “have acted in a threatening, abusive, violent, harassing, insulting or aggressive manner towards Jetstar or other Qantas Group staff, contractors or other customers” or who “have not obeyed the instructions of Jetstar or other Qantas Group staff or contractors relating to safety or security.”
@themothfamily It takes alot to get me revved up, but verbally abusing me in front of my wife and kids is my limit @Jetstar Australia Update to come once I find out what the heck is going on #jetstar #Australia #themothfamily #fulltimetravelfamily #aussiefamily #travelfamily #familyabroad ♬ original sound – Mitch’s On The Horizon ✈️🏖️
While Jetstar has not provided the crew’s version of the events, it’s a good reminder for passengers that airlines—in any country—are typically required by regulators to enforce safety and security rules, and in most cases, a heated argument with the crew in response to their attempts to enforce an airline or government policy can end in denied boarding for the passenger.
In the United States, federal law requires that passengers follow crewmember instructions and comply with lighted signs and posted placards onboard the aircraft. Passengers who interfere with crewmembers, fail to follow their instructions, or comply with signage are not only subject to removal from the aircraft, they can also be liable to civil penalties including fines and jail time.
That’s not to say crewmembers would be justified in name-calling in these situations, but passengers should remain calm in the event they need further clarification from crewmembers regarding policies or safety rules.
International travelers should pay particular attention to differing rules and regulations when traveling abroad, and keep in mind that myriad regulations apply. In addition to airline rules there can be differing regulations and safety procedures in different countries, or even between states or different airports.
Taking photos is generally not prohibited at U.S. commercial airports—even during most situations at TSA screening checkpoints, (although the use of cameras and phones is generally prohibited in U.S. Customs inspection areas). Airlines, however, have different policies on taking photos onboard—most prohibit passengers from taking photos of passengers or crewmembers without their consent.
Mitchell, the Jetstar passenger, just wants an apology from the airline for the “stressful situation,” pointing out that he wasn’t allowed to board even though his wife had his boarding pass and passport on the plane with her, and that he was unable to communicate with them to explain why he wasn’t onboard the aircraft with them.
The response by Jetstar is truly amazing! Sounds like more corpspeak than customer service, so he wants to snap a pic of his family at the bottom of the ramp? Wow! Then hold him prisoner! If this happened in the States, he'd be a milionaire now!
He does NOT deserve any type of apology. He was an idiot. I would have made him take the next flight. Everyone should follow the rules as expected. I am sure the stewardess murmored the word Idiot to herself?
I wish people working in travel and hospitality in India would put some passengers and hotel guests in their place. Their inconsiderate, rude behaviour and sheer STUPIDITY are appalling!
He is an idiot. He was a danger to everyone around him.
Why was he wearing noise cancelling headphones?? Why was he not
listening to instructions.
No doubt he is an idiot - unporfessional or not - someone needed to tell him ~
“All our customers and team members have the right to feel respected when flying with us
Is calling a customer an idiot showing respect ? It's understandable that travellers could miss an instruction due to inattention caused by noise and people around as airports are always busy, or other thoughts, in this case joy and excitement of travelling with his children. It's easy to not listen to loudspeakers and just looking at boarding screens. And yes, for frequent travellers noise cancelling headphones is the most appropriate to wear in such environments.
What about just a simple remainder, even without a smile? people can make simple mistakes, especially in circumstances out of their routine. Is it normal to call someone "idiot" when they just don't know what they are doing is wrong in the first place? in a customer service role?
In this case, it looks like the crew member is showing his bullying power, and we heard about so many incidents with Jetstar. Their tickets might be cheaper but you get what you pay for.