Attempting to be Heard - (hit on head by AED, removed from flight)
Oct 8, 2017, 12:27 pm
#1
Original Poster
Join Date: Oct 2017
Posts: 1
Attempting to be Heard - posting and sending to numerous sites/people
"Your Baggage Arrived Early"
The above was the title of the email that I received @ 0920 on 10.7.17....and after the previous 14 hours, I had to laugh-as the timing of this email was just par for the course with my recent experience with AA.
At 1915 on 10.6.17 boarding began for my flight on AA to return to Dallas from ATL. My seat was 25C. While waiting on the other passengers to arrive something fell on my head. After inquiring to the passenger in 25D as to what it was (the flight attendant had already picked up whatever it was and put it back in the overhead compartment) I find out that it was the AED. Now I know why it hurt when it hit my head. OK-I approached the flight attendant and asked if she was going to write up an incident report and get told "There are a lot of things that need to be written up on here" (not sure why she would tell me that- and still no inquiry as to if I am injured or in pain).
After a few minutes, with no concern noted from any staff in regards to the AED falling on my head, I ask the same flight attendant (short gray spiked hair) if an incident report has been initiated. I even ask for a supervisor as she seems not interested in assisting me. I am told "the captain is aware". Within moments I am told by another staff member that I need to leave the plane. When I asked why, I was informed because of my injury. I explained that I did not say I was injured. I had informed the Gray Headed Flight Attendant that there needed to be an incident report written up because their AED fell on my head and in case I had to see my physician when I returned to Texas that there would be a record of it. I am told again that I must leave the plane that "the captain says you cannot fly".
By this time I am in hysterics. No one will give me a straight answer as to why I am being escorted off the aircraft...I felt as though I was in the wrong. The humiliation/degradation of being led off the plane...in tears. And yes, I have a headache.
After leaving the plane I was instructed by the same female to 'wait there'. There was an area on the walk/jet way about 20 feet from the planes entrance. While waiting I am approached by a tall gray haired man in a yellow vest who tells me to keep walking. I explained that I was told to wait here and he gets closer to me-in my personal space- and tells me 'no you will not wait here you have to keep walking'. I ask if he can tell me why I am being removed from the plane and he just tells me to keep walking. My panic is rising and I begin crying harder. Yes, I am almost 53. Yes, I cry when angry or scared. And at this point I am becoming petrified because I can get no answers.
I continue walking slowly back toward the terminal with the tall yellow vested man behind me. Stopping occasionally to ask "WHY"? and receiving no answer-just informed to keep walking because I cannot stay on the walk/jet way area. When we reach the end he unlocks the door, points to an area about 2 foot n the terminal and states "stand there and don't move" and closes the door behind me.
Can you put yourself in my shoes? Being asked to leave the aircraft that is taking you home and has your luggage on board. Escorted off the aircraft that is taking you home without an explanation. Escorted to an area and told to wait and not move...again with no explanation.
There was so many aspects of this whole scenario that should not have happened the way it did. And it did not end with me being escorted off the plane: The tall gray man with the yellow vest coming out once again and when I asked him WHY? - he gets in my face and states “You know why. I don’t have to tell you why you can’t fly. You know why.” Seriously? The young lady (Stephanie?) at the desk unable to answer my questions because she was not even told why I was taken off the plane. One of my escorts (Yolanda) making multiple phone calls, asking multiple questions for an ‘incident report’ that I never saw nor received the copy that she said would be emailed to me. The Customer Service Manager (Michael) that appeared after an hour of me asking for a manager. Who only half knew what was happening. And then telling me I could not fly after the following conversation occurred: While telling him what had happened because he “knew some of it” I did say that I felt like a criminal with a bomb - he said I could not say that here and that now I could not fly! Hysteria returns at this point. More phone calls occur with Michael and Yolanda - no one is answering me on how I am supposed to get home, only questions coming at me: Are you from here? Is someone coming to get you?
During all of the above - after over an hour - I was FINALLY informed of why I was escorted off the plane from Yolanda: “You were removed from the plane because you claimed an injury, the pilot would not fly with you on the plane and the flight could not be delayed”. I NEVER claimed injury! I reported a piece of AA equipment falling onto my head and requested an incident report. I asked…begged… not to be removed but no one would listen. After over an hour, I am told I am on the 8AM flight to Dallas - confused because I was previously told I could not fly - no clear explanation given here either. Oh and after all parties knew I had family driving in to pick me up from the airport was I then offered a hotel for the night - refused; too little too late.
The ONLY GOOD that occurred to me was the arrival of the paramedics. Again, after over an hour and me agreeing TWICE to be seen/checked out by medical, these two wonderful professionals arrive. They listen to me: “I am an ER RN of 22 yrs. An AED fell on my head while I was sitting. There was no loss of consciousness. My head is sore and so is my neck. I have no double vision or other visual disturbances, no nausea or vomiting, no reason to suspect that my pupils are not equal and reactive. I can move my head in all directions without increased pain at this time. There is no broken skin on my head. I do not need transport to the ED at this time. I will follow up with my primary care physician if needed or go to the nearest ED if symptoms worsen”. They listened. They heard me. They asked if I was OK. (which is what no one with AA ever asked) They gave me ice packs. I signed the refusal of treatment paperwork and they left.
I have been humiliated, degraded, scared beyond imagination and made to feel like a prisoner (I couldn’t leave the airport without a return flight ticket and that took almost an hour and a half to appear) all because a piece of AA equipment fell on my head and I reported it.
Why? Why did it have to happen this way? Why were answers not given in a timely manner? Why was I put through such emotional trauma? So much so that for the past two nights I still have images in my head when I try to sleep. It may seem trivial to most but to me…..
The above was the title of the email that I received @ 0920 on 10.7.17....and after the previous 14 hours, I had to laugh-as the timing of this email was just par for the course with my recent experience with AA.
At 1915 on 10.6.17 boarding began for my flight on AA to return to Dallas from ATL. My seat was 25C. While waiting on the other passengers to arrive something fell on my head. After inquiring to the passenger in 25D as to what it was (the flight attendant had already picked up whatever it was and put it back in the overhead compartment) I find out that it was the AED. Now I know why it hurt when it hit my head. OK-I approached the flight attendant and asked if she was going to write up an incident report and get told "There are a lot of things that need to be written up on here" (not sure why she would tell me that- and still no inquiry as to if I am injured or in pain).
After a few minutes, with no concern noted from any staff in regards to the AED falling on my head, I ask the same flight attendant (short gray spiked hair) if an incident report has been initiated. I even ask for a supervisor as she seems not interested in assisting me. I am told "the captain is aware". Within moments I am told by another staff member that I need to leave the plane. When I asked why, I was informed because of my injury. I explained that I did not say I was injured. I had informed the Gray Headed Flight Attendant that there needed to be an incident report written up because their AED fell on my head and in case I had to see my physician when I returned to Texas that there would be a record of it. I am told again that I must leave the plane that "the captain says you cannot fly".
By this time I am in hysterics. No one will give me a straight answer as to why I am being escorted off the aircraft...I felt as though I was in the wrong. The humiliation/degradation of being led off the plane...in tears. And yes, I have a headache.
After leaving the plane I was instructed by the same female to 'wait there'. There was an area on the walk/jet way about 20 feet from the planes entrance. While waiting I am approached by a tall gray haired man in a yellow vest who tells me to keep walking. I explained that I was told to wait here and he gets closer to me-in my personal space- and tells me 'no you will not wait here you have to keep walking'. I ask if he can tell me why I am being removed from the plane and he just tells me to keep walking. My panic is rising and I begin crying harder. Yes, I am almost 53. Yes, I cry when angry or scared. And at this point I am becoming petrified because I can get no answers.
I continue walking slowly back toward the terminal with the tall yellow vested man behind me. Stopping occasionally to ask "WHY"? and receiving no answer-just informed to keep walking because I cannot stay on the walk/jet way area. When we reach the end he unlocks the door, points to an area about 2 foot n the terminal and states "stand there and don't move" and closes the door behind me.
Can you put yourself in my shoes? Being asked to leave the aircraft that is taking you home and has your luggage on board. Escorted off the aircraft that is taking you home without an explanation. Escorted to an area and told to wait and not move...again with no explanation.
There was so many aspects of this whole scenario that should not have happened the way it did. And it did not end with me being escorted off the plane: The tall gray man with the yellow vest coming out once again and when I asked him WHY? - he gets in my face and states “You know why. I don’t have to tell you why you can’t fly. You know why.” Seriously? The young lady (Stephanie?) at the desk unable to answer my questions because she was not even told why I was taken off the plane. One of my escorts (Yolanda) making multiple phone calls, asking multiple questions for an ‘incident report’ that I never saw nor received the copy that she said would be emailed to me. The Customer Service Manager (Michael) that appeared after an hour of me asking for a manager. Who only half knew what was happening. And then telling me I could not fly after the following conversation occurred: While telling him what had happened because he “knew some of it” I did say that I felt like a criminal with a bomb - he said I could not say that here and that now I could not fly! Hysteria returns at this point. More phone calls occur with Michael and Yolanda - no one is answering me on how I am supposed to get home, only questions coming at me: Are you from here? Is someone coming to get you?
During all of the above - after over an hour - I was FINALLY informed of why I was escorted off the plane from Yolanda: “You were removed from the plane because you claimed an injury, the pilot would not fly with you on the plane and the flight could not be delayed”. I NEVER claimed injury! I reported a piece of AA equipment falling onto my head and requested an incident report. I asked…begged… not to be removed but no one would listen. After over an hour, I am told I am on the 8AM flight to Dallas - confused because I was previously told I could not fly - no clear explanation given here either. Oh and after all parties knew I had family driving in to pick me up from the airport was I then offered a hotel for the night - refused; too little too late.
The ONLY GOOD that occurred to me was the arrival of the paramedics. Again, after over an hour and me agreeing TWICE to be seen/checked out by medical, these two wonderful professionals arrive. They listen to me: “I am an ER RN of 22 yrs. An AED fell on my head while I was sitting. There was no loss of consciousness. My head is sore and so is my neck. I have no double vision or other visual disturbances, no nausea or vomiting, no reason to suspect that my pupils are not equal and reactive. I can move my head in all directions without increased pain at this time. There is no broken skin on my head. I do not need transport to the ED at this time. I will follow up with my primary care physician if needed or go to the nearest ED if symptoms worsen”. They listened. They heard me. They asked if I was OK. (which is what no one with AA ever asked) They gave me ice packs. I signed the refusal of treatment paperwork and they left.
I have been humiliated, degraded, scared beyond imagination and made to feel like a prisoner (I couldn’t leave the airport without a return flight ticket and that took almost an hour and a half to appear) all because a piece of AA equipment fell on my head and I reported it.
Why? Why did it have to happen this way? Why were answers not given in a timely manner? Why was I put through such emotional trauma? So much so that for the past two nights I still have images in my head when I try to sleep. It may seem trivial to most but to me…..
Last edited by JDiver; Oct 8, 2017 at 8:04 pm Reason: Restore original post title
Oct 8, 2017, 3:09 pm
#2
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Way, way, way too long.
At the very least, provide a concise summary if you want input.
That said, this part:
Stands out to me as the catalyst for what followed.
At the very least, provide a concise summary if you want input.
That said, this part:
...I was FINALLY informed of why I was escorted off the plane from Yolanda: “You were removed from the plane because you claimed an injury, the pilot would not fly with you on the plane and the flight could not be delayed”. I NEVER claimed injury! I reported a piece of AA equipment falling onto my head and requested an incident report.
Oct 8, 2017, 3:21 pm
#3
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It’s an unfortunate situation, but it sounds like the captain made the decision that you MAY be injured and didn’t want to risk flying you in the event that you were in fact injured and it got worse in the air.
Oct 8, 2017, 3:23 pm
#4
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I have been humiliated, degraded, scared beyond imagination and made to feel like a prisoner (I couldn’t leave the airport without a return flight ticket and that took almost an hour and a half to appear) all because a piece of AA equipment fell on my head and I reported it.
Welcome to FlyerTalk
Oct 8, 2017, 3:25 pm
#5
Join Date: Apr 2017
Location: PVD, BOS
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Posts: 1,664
Your insistence on filing an incident report led the flight crew to conclude that you'd been injured, despite your protestations to the contrary. Why would anyone insist on filing a report if they weren't injured? And by your own admission you had head and neck pain.
Perhaps the flight crew could have given you a better explanation, but you say that you were hysterical when they escorted you off the plane. They probably did not have the time (or inclination) to deal with a hysterical passenger, so they let ground staff deal with it.
Perhaps the flight crew could have given you a better explanation, but you say that you were hysterical when they escorted you off the plane. They probably did not have the time (or inclination) to deal with a hysterical passenger, so they let ground staff deal with it.
Oct 8, 2017, 3:25 pm
#6
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You either have a complaint that you were injured and AA needs to take care of something or you don't because something fell on you and did not injure you.
If the former, the Captain did what he is supposed to have done and had you removed from the aircraft. People with head injuries do poorly at 35,000 feet. If the latter, why seek attention.
If you do decide to send something to AA, make it three short declarative sentences and base it on your doctor's diagnosis.
If the former, the Captain did what he is supposed to have done and had you removed from the aircraft. People with head injuries do poorly at 35,000 feet. If the latter, why seek attention.
If you do decide to send something to AA, make it three short declarative sentences and base it on your doctor's diagnosis.
Oct 8, 2017, 3:51 pm
#7
Join Date: Dec 2004
Posts: 5,632
This was an unfortunate situation. The OP has made it worse by writing a verbose, novelistic, emotional report; this is not generally well-received on FT. And it is likely that she will never return after that one post.
Still, even allowing for the fact that we don't know the other side of the story and we don't know how the OP behaved, it does sound like she was treated poorly. A potentially injured person should be helped off the plane, not thrown off the plane. Instead, if the report is to be believed, she was treated like a troublemaker.
Still, even allowing for the fact that we don't know the other side of the story and we don't know how the OP behaved, it does sound like she was treated poorly. A potentially injured person should be helped off the plane, not thrown off the plane. Instead, if the report is to be believed, she was treated like a troublemaker.
Oct 8, 2017, 3:52 pm
#8
Join Date: Jul 2001
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Posts: 2,203
Omg. So much drama and playing the victim”.
happened as it should have. U claimed/alerted them to potential injury. They have ur safety, health, and their liability to consider.
They were correct in removing u from the plane until u could be certified to fly again.
Hipefuuly they took took care of all aspects of the incident report and you received a copy. I would guess the next step is that you might hear from their risk management team.
happened as it should have. U claimed/alerted them to potential injury. They have ur safety, health, and their liability to consider.
They were correct in removing u from the plane until u could be certified to fly again.
Hipefuuly they took took care of all aspects of the incident report and you received a copy. I would guess the next step is that you might hear from their risk management team.
"Your Baggage Arrived Early"
<snip>
Why? Why did it have to happen this way? Why were answers not given in a timely manner? Why was I put through such emotional trauma? So much so that for the past two nights I still have images in my head when I try to sleep. It may seem trivial to most but to me…..
<snip>
Why? Why did it have to happen this way? Why were answers not given in a timely manner? Why was I put through such emotional trauma? So much so that for the past two nights I still have images in my head when I try to sleep. It may seem trivial to most but to me…..
Last edited by JDiver; Oct 8, 2017 at 6:15 pm Reason: No need to quote it all
Oct 8, 2017, 4:46 pm
#9
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Omg. So much drama and playing the victim”.
happened as it should have. U claimed/alerted them to potential injury. They have ur safety, health, and their liability to consider.
They were correct in removing u from the plane until u could be certified to fly again.
Hipefuuly they took took care of all aspects of the incident report and you received a copy. I would guess the next step is that you might hear from their risk management team.
happened as it should have. U claimed/alerted them to potential injury. They have ur safety, health, and their liability to consider.
They were correct in removing u from the plane until u could be certified to fly again.
Hipefuuly they took took care of all aspects of the incident report and you received a copy. I would guess the next step is that you might hear from their risk management team.
Without that this just seems that the FA didn't want to deal with the situation. All they had to say was "we'd like to get you cleared medically to ensure nothing happens at 35000 feet. Please head to the gate area and we'll call the paramedics. If the plane has to leave we'll get you on the next flight." And then go from there.
Oct 8, 2017, 5:51 pm
#10
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You say you weren’t injured but then you complain of a sore head and neck and when the EMTs attended you said you could move your head ‘without additional pain’. So you were in pain and must have been injured! Why else would the EMTs give you an ice pack?!?
That’s not the only inconsistency in this post.
BUT I recall reading a very similar themed post some time ago on flyer talk. I don’t know why I remembered it but the names ‘Yolanda’ and ‘Stephanie’ stuck in my memory as did the whole ‘humiliation’ theme and the ‘not injured but injured’ part too.
That’s not the only inconsistency in this post.
BUT I recall reading a very similar themed post some time ago on flyer talk. I don’t know why I remembered it but the names ‘Yolanda’ and ‘Stephanie’ stuck in my memory as did the whole ‘humiliation’ theme and the ‘not injured but injured’ part too.
Oct 8, 2017, 6:07 pm
#11
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Popcorn in the microwave...
Oct 8, 2017, 8:00 pm
#12
Join Date: Dec 2009
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If I was the captain of an aircraft and this happened during boarding, I'd approach the customer and talk them through the situation - after I had summoned medical staff to assess & assist. Very possible I'd leave without them on board but I wouldn't hide in the cockpit while other uninformed and untrained staff were left to kick a customer off the plane. My plane.
In any event, I think a lot of us forget how stressful travel has become for many folks who don't log regular flights. Heck, I don't even like flying this airline anymore as an EXP customer.
In any event, I think a lot of us forget how stressful travel has become for many folks who don't log regular flights. Heck, I don't even like flying this airline anymore as an EXP customer.
Last edited by 869; Oct 9, 2017 at 8:01 am Reason: Nothing personal
Oct 8, 2017, 8:20 pm
#13
Join Date: Jul 2011
Posts: 2,316
OP, (not that you'll ever return here to read any of the responses) Why did you insist on there being an incident report? It's not your airline to manage. You created the drama yourself by insisting someone write one. ( I wouldn't have even known to ask for one) Geez.
"Attempting to be heard - Posting to numerous sites." seriously? I agree with the other posters there are inconsistencies about whether you were hurt or not, and seems like you did have some type of injury but to claim you didn't know why they pulled you off the plane is a little overly dramatic. I mean at least you came off with all your teeth, unlike the United guy. Get lawyered up, I guess. Or not, this just seem like you are trying to make a huge deal out of it the way you wrote your version.
"Attempting to be heard - Posting to numerous sites." seriously? I agree with the other posters there are inconsistencies about whether you were hurt or not, and seems like you did have some type of injury but to claim you didn't know why they pulled you off the plane is a little overly dramatic. I mean at least you came off with all your teeth, unlike the United guy. Get lawyered up, I guess. Or not, this just seem like you are trying to make a huge deal out of it the way you wrote your version.
Oct 8, 2017, 8:33 pm
#14
Join Date: Feb 2002
Posts: 3,904
This, to me, sadly shows a lack of concern show prevalent in domestic flying. I'm not taking sides whether the poster should have flown or not. I too think perhaps if you are going to report this that a medical clearance may be necessary and no one is going to hold the flight for that.
However, what I find most troubling, is the lack of care from AA inflight and ground staff. I'm an EXP/6MM and I'm a bit surprised because I find most AA pleasant enough at least but woefully ignorant of their company's own policies (but that's another story).
I would just be so surprised to hear of this kind of treatment from a major European or Asian carrier.
However, what I find most troubling, is the lack of care from AA inflight and ground staff. I'm an EXP/6MM and I'm a bit surprised because I find most AA pleasant enough at least but woefully ignorant of their company's own policies (but that's another story).
I would just be so surprised to hear of this kind of treatment from a major European or Asian carrier.
Oct 8, 2017, 8:37 pm
#15
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OP, (not that you'll ever return here to read any of the responses) Why did you insist on there being an incident report? It's not your airline to manage. You created the drama yourself by insisting someone write one. ( I wouldn't have even known to ask for one) Geez.
"Attempting to be heard - Posting to numerous sites." seriously? I agree with the other posters there are inconsistencies about whether you were hurt or not, and seems like you did have some type of injury but to claim you didn't know why they pulled you off the plane is a little overly dramatic. I mean at least you came off with all your teeth, unlike the United guy. Get lawyered up, I guess. Or not, this just seem like you are trying to make a huge deal out of it the way you wrote your version.
"Attempting to be heard - Posting to numerous sites." seriously? I agree with the other posters there are inconsistencies about whether you were hurt or not, and seems like you did have some type of injury but to claim you didn't know why they pulled you off the plane is a little overly dramatic. I mean at least you came off with all your teeth, unlike the United guy. Get lawyered up, I guess. Or not, this just seem like you are trying to make a huge deal out of it the way you wrote your version.