Passenger acceptance: Can Passenger complaints get you kicked off a flight?
Jan 24, 2019, 12:28 pm
#1
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Can Passenger complaints get you kicked off a flight?
https://www.local10.com/news/local/m...bout-body-odor
MIAMI – A family vacationing in Miami told Local 10 News they were booted from their flight after passengers complained about their body odor.
"There's no body odor that we have," Yossi Adler said Thursday morning at Miami International Airport. "There's nothing wrong with us."Adler, his wife and their 19-month-old daughter were preparing to fly back home to Detroit on Wednesday night when they were escorted off their American Airlines flight.
"All of a sudden, as soon as they took us off, they closed the gate and then they said, 'Sorry, sir, some people complained you had body odor and we're not letting you back on,'" Adler recalled.
"There's no body odor that we have," Yossi Adler said Thursday morning at Miami International Airport. "There's nothing wrong with us."Adler, his wife and their 19-month-old daughter were preparing to fly back home to Detroit on Wednesday night when they were escorted off their American Airlines flight.
"All of a sudden, as soon as they took us off, they closed the gate and then they said, 'Sorry, sir, some people complained you had body odor and we're not letting you back on,'" Adler recalled.
Last edited by JDiver; Feb 2, 2020 at 9:53 am Reason: Restore original post title, add information as required by rules
Jan 24, 2019, 12:42 pm
#2
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In a word, yes, passengers may be removed due to passenger complaints, if supported by crew and at the discretion of the Captain.
The reasons will vary by airline and often as they’re interpreted by a specific crew.
In this instance, offensive odor is specified in the Conditions of Carriage , under Passenger Acceptance.
The reasons will vary by airline and often as they’re interpreted by a specific crew.
In this instance, offensive odor is specified in the Conditions of Carriage , under Passenger Acceptance.
American Airlines sent a statement to Local 10 on Wednesday night acknowledging the reason for their removal.
"Mr. Adler and his wife were removed from the flight when several passengers complained about their body odor," the statement said. "They have been booked into a hotel for the night and given meal vouchers. They have been rebooked on a flight Thursday."
"Mr. Adler and his wife were removed from the flight when several passengers complained about their body odor," the statement said. "They have been booked into a hotel for the night and given meal vouchers. They have been rebooked on a flight Thursday."
Last edited by JDiver; Jan 24, 2019 at 9:40 pm
Jan 24, 2019, 1:03 pm
#3
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In a word, yes, passengers may be removed due to passenger complaints, at the discretion of the Captain.
The reasons will vary by airline and often as they’re interpreted by a specific crew.
In this instance, offensive odor is specified in the Conditions of Carriage , under Passenger Acceptance.
The reasons will vary by airline and often as they’re interpreted by a specific crew.
In this instance, offensive odor is specified in the Conditions of Carriage , under Passenger Acceptance.
Jan 24, 2019, 1:50 pm
#5
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My issue is not that body odor can get you kicked off a plane (though after 36 hours of travel on buses, trains, and planes from remote parts of the world, I don't want to think too much about my body odor, though that doesn't apply here).
My issue is that AA makes no assertion that they investigated and concurred with the accusation. They accepted the passenger complaints at face value. So anyone with a personal or ethnic dislike of someone else can get them kicked off a plane? I don't think that AA has any personal or ethnic dislikes of anyone, but to not be alert to this possibility and do some independent investigation sounds like poor customer service training to me.
My issue is that AA makes no assertion that they investigated and concurred with the accusation. They accepted the passenger complaints at face value. So anyone with a personal or ethnic dislike of someone else can get them kicked off a plane? I don't think that AA has any personal or ethnic dislikes of anyone, but to not be alert to this possibility and do some independent investigation sounds like poor customer service training to me.
Jan 24, 2019, 2:04 pm
#6
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This is why I blast the air vents as soon as I get to my seat, disperse the evidence
Jan 24, 2019, 2:10 pm
#7
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My issue is not that body odor can get you kicked off a plane (though after 36 hours of travel on buses, trains, and planes from remote parts of the world, I don't want to think too much about my body odor, though that doesn't apply here).
My issue is that AA makes no assertion that they investigated and concurred with the accusation. They accepted the passenger complaints at face value. So anyone with a personal or ethnic dislike of someone else can get them kicked off a plane? I don't think that AA has any personal or ethnic dislikes of anyone, but to not be alert to this possibility and do some independent investigation sounds like poor customer service training to me.
My issue is that AA makes no assertion that they investigated and concurred with the accusation. They accepted the passenger complaints at face value. So anyone with a personal or ethnic dislike of someone else can get them kicked off a plane? I don't think that AA has any personal or ethnic dislikes of anyone, but to not be alert to this possibility and do some independent investigation sounds like poor customer service training to me.
I’ve been with people who, to themselves, were just fine; to me, maybe less so. Often it was about me and what I’m used to.
But I’ve visited with, as examples, Ovahimba and Maasai people. The former groom themselves with sheep fat and ochre, the latter live around cattle, bring young calves into their shelters to sleep with them and smell perpetually smokey. I’ve worked with others who had eaten really pungent kimchi, I’ve been with others eating Durian etc. And I’m sure others from different cultures have had different perceptions of me.
I could imagine AA pax complaining about odors they’re unused to and crew following through. But I’m not willing to somehow deduce this was based in diaper poop, ethnicity or any other factor without knowing any facts about this matter.
Jan 24, 2019, 2:11 pm
#8
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Uh, they're not getting kicked off due to the passenger complaints. They're getting kicked off because of the odor. The crew may have been notified of such by the passengers, but it's the crew's ultimate call as to whether it rises to a violation of the COC.
Status is highly unlikely to carry more weight on board for something like this, but if you show your DYKWIA card, I'm sure the crew will comply with your demands...
Status is highly unlikely to carry more weight on board for something like this, but if you show your DYKWIA card, I'm sure the crew will comply with your demands...
Jan 24, 2019, 2:20 pm
#10
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The people who got kicked off alleged that it was because they're Jewish.
Quick question: since the pax aren't wearing religious clothing of any kind, how would anyone know they were Jewish ?
Looks like another case of unscrupulous pax trying to game the outrage machine into giving them free stuff.
Quick question: since the pax aren't wearing religious clothing of any kind, how would anyone know they were Jewish ?
Looks like another case of unscrupulous pax trying to game the outrage machine into giving them free stuff.
Jan 24, 2019, 2:27 pm
#11
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. They're getting kicked off because of the odor. The crew may have been notified of such by the passengers, but it's the crew's ultimate call as to whether it rises to a violation of the COC.
"They have been booked into a hotel for the night and given meal vouchers. They have been rebooked on a flight Thursday."
Jan 24, 2019, 2:35 pm
#12
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So now: LOOK AT THOSE PITS! That guy is DRIPPING in sweat. No wonder he reeked.
Jan 24, 2019, 2:39 pm
#13
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Uh, they're not getting kicked off due to the passenger complaints. They're getting kicked off because of the odor. The crew may have been notified of such by the passengers, but it's the crew's ultimate call as to whether it rises to a violation of the COC.
Status is highly unlikely to carry more weight on board for something like this, but if you show your DYKWIA card, I'm sure the crew will comply with your demands...
Status is highly unlikely to carry more weight on board for something like this, but if you show your DYKWIA card, I'm sure the crew will comply with your demands...
Jan 24, 2019, 2:46 pm
#14
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Crew and GA have to make quick decisions. If other paxs are complaining of body odor coming from other paxs there's no time to have a committee meeting to make a decision. I understand that people sometimes fly long distances and don't have the luxury of lounge memberships/admittance to take showers. But they can go to the airport bathroom and "freshen up". An a/c is a small shared metal tube.
But I would think at a minimum, ONE crew member would need to corroborate the complaint before removing the passengers. While yes, they are under time pressure, kicking a passenger off a flight is not something that should be taken lightly, for many reasons.
Jan 24, 2019, 2:48 pm
#15
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When I've had long enough layovers, I've showered for long trips. But just last January, I did an insane trip SIN-HEL-LHR-JFK-CLT-AUS, and wasn't at any particular airport long enough to shower. Heck, I barely had enough time at LHR to simply do the T3-->T5 switch. Thankfully no one complained about me at any point.
And yes, we all smell differently to people of other cultures. I spent some time in Korea in the military, and since I spoke the language went out through some of the country. I was told more than once that they could smell me coming.