Family says JetBlue booted them from flight over a birthday cake
#1
Original Poster
Join Date: Jun 2011
Location: MCI
Programs: CBP Global Entry, WN A-List Preferred, WN Companion Pass
Posts: 2,007
Family says JetBlue booted them from flight over a birthday cake
#2
Join Date: Jul 2003
Location: Washington DC
Posts: 1,357
http://www.seattlepi.com/news/articl...a-11145030.php
Regardless of who is "legally right," this is typical of how not to handle a customer relations dispute, alas.
Regardless of who is "legally right," this is typical of how not to handle a customer relations dispute, alas.
#5
FlyerTalk Evangelist
Join Date: Jul 2003
Location: jfk area
Programs: AA platinum; 2MM AA, Delta Diamond, Hilton Diamond
Posts: 10,291
The family involved must be "out of whack", per newspaper article, after being booted from their Jet Blue flight, they re-booked on United Airlines.
#6
Join Date: Feb 2013
Location: NYC
Programs: DL, UA, SPG, HH
Posts: 113
This is getting out of hand. If I were a crewmember, I'd buy and wear a body cam since these videos are incomplete. People are always on their best behavior when the cameras and police are around. I'm sure there would be less sympathy for these folks if we saw the whole interaction.
#7
Join Date: Oct 1999
Location: New York
Posts: 7,347
As a jetBlue fan, I am very disappointed after reading this story. Sometimes there are crazy passengers who demand many things. However, jetBlue's story fell apart after reading the reactions from the police officers. They deemed that there was no wrongdoing at all and refused to remove the family. While there were two sides to all story, the officers' reactions seemed to be the fairest as they had heard the story from both sides. JetBlue... have you not learned anything this past month? Apologize to the passengers and then put on a statement that you have worked out some compensation deal with passengers now! Come on, even the police officers could not believe that they were dragged onboard to resolve a dispute involving a birthday cake! They were no security threat and do you think the public will believe you or the Port Authority police officers? Your explanation held little power especially in the court of pubic opinions. Now you gave Congress more ammunition!
JetBlue PR is usually pretty good but come on, you don't have the public on your side. While I did not think these passengers should stay on their original Las Vegas flight, you should just put them on the next flight. Gave them some points and travel vouchers, this story would have never made it to the news! #cakegate is stupid.
Carfield
JetBlue PR is usually pretty good but come on, you don't have the public on your side. While I did not think these passengers should stay on their original Las Vegas flight, you should just put them on the next flight. Gave them some points and travel vouchers, this story would have never made it to the news! #cakegate is stupid.
Carfield
#9
FlyerTalk Evangelist
Join Date: Jul 2003
Location: jfk area
Programs: AA platinum; 2MM AA, Delta Diamond, Hilton Diamond
Posts: 10,291
From the news media description, the cake got lots of jostling, why should one assume the cake "survived".
It might have been easier to arrange (in advance) with a LAS VEGAS bakery to deliver a cake to the property where the family was staying. (Per article they bought THE cake in NYC at a particular bakery, unless that cake was "super special" my delivery suggestion seems easier).
It might have been easier to arrange (in advance) with a LAS VEGAS bakery to deliver a cake to the property where the family was staying. (Per article they bought THE cake in NYC at a particular bakery, unless that cake was "super special" my delivery suggestion seems easier).
#10
Join Date: Dec 2012
Location: YVR, HNL
Programs: AS 75k, UA peon, BA Bronze, AC E50k, Marriott Plat, HH Diamond, Fairmont Plat (RIP)
Posts: 7,832
And it seems that the issue may have been the number of bags plus the cake that the family tried to bring on board and stow in the overhead bins.
They were told to remove the cake from the overhead bins and the dad didn't, just putting into a different overhead instead. Sounds like they were being jerks about it, got called out on it, and got pissy with the crew and asked if the FA had been drinking. Only then they offered to comply and put it under the seat. By then it was too late and they were tossed.
"....they first put the cake in an overhead bin, but a flight attendant "nicely" asked them to remove it. So he moved it to another one, he said....
JetBlue said in a statement that "the customers became agitated, cursed and yelled at the crew, and made false accusations about a crewmember's fitness to fly." They also "refused to speak with a team leader about the situation," the airline said..
"According to the airline, "All customers are welcome to bring onboard one carry-on and one personal item, including cakes, within the size limits.".
They were told to remove the cake from the overhead bins and the dad didn't, just putting into a different overhead instead. Sounds like they were being jerks about it, got called out on it, and got pissy with the crew and asked if the FA had been drinking. Only then they offered to comply and put it under the seat. By then it was too late and they were tossed.
"....they first put the cake in an overhead bin, but a flight attendant "nicely" asked them to remove it. So he moved it to another one, he said....
JetBlue said in a statement that "the customers became agitated, cursed and yelled at the crew, and made false accusations about a crewmember's fitness to fly." They also "refused to speak with a team leader about the situation," the airline said..
"According to the airline, "All customers are welcome to bring onboard one carry-on and one personal item, including cakes, within the size limits.".
#11
Join Date: Jan 2010
Location: CLE
Programs: UA,WN,AA,DL, B6
Posts: 4,169
If they want to put the cake in the overhead bin don't they have the right to. I myself always follow the direction given to me by crew members. I have a small carry on bag on many trips and often I am asked to take it from the bin if room is needed for larger bags and move it under the seat in front of me. This causes me issues sometimes as I like the area there clear for my feet. Don't I have the right to keep the small bag in the overhead bin. If there is not enough room for larger bags they should be checked in. If there is a shortage of space airlines don't charge you to check a bag.
#12
Join Date: Sep 2010
Posts: 270
As a jetBlue fan, I am very disappointed after reading this story. Sometimes there are crazy passengers who demand many things. However, jetBlue's story fell apart after reading the reactions from the police officers. They deemed that there was no wrongdoing at all and refused to remove the family. While there were two sides to all story, the officers' reactions seemed to be the fairest as they had heard the story from both sides.
Carfield
Carfield
If anything the video the father shot doesn't debunk the idea that the family had been disruptive.
#13
Suspended
Join Date: Oct 2006
Location: Atherton, CA
Programs: UA 1K, AA EXP; Owner, Green Bay Packers
Posts: 21,690
If someone implied that I was drunk at work, I'd be extremely annoyed. Stating it out loud might actually be legally actionable. That's really a serious allegation, and I can see why the captain decided to let them find other means of transport.
#14
Join Date: Sep 2014
Posts: 72
http://www.seattlepi.com/news/articl...a-11145030.php
Regardless of who is "legally right," this is typical of how not to handle a customer relations dispute, alas.
Regardless of who is "legally right," this is typical of how not to handle a customer relations dispute, alas.
I would bet Southwest would have handled this situation differently.
#15
Join Date: Feb 2017
Location: Houston
Programs: UA 1K and Million Miler, *A Gold, Marriott Bonvoy Lifetime Titanium, Hertz Five Star,
Posts: 1,301
If they want to put the cake in the overhead bin don't they have the right to. I myself always follow the direction given to me by crew members. I have a small carry on bag on many trips and often I am asked to take it from the bin if room is needed for larger bags and move it under the seat in front of me. This causes me issues sometimes as I like the area there clear for my feet. Don't I have the right to keep the small bag in the overhead bin. If there is not enough room for larger bags they should be checked in. If there is a shortage of space airlines don't charge you to check a bag.
And by the way- this allows for faster and more efficient boarding process.