Stuck on a plane
#1
Original Poster
Join Date: Jun 2003
Location: MSP
Programs: Hilton Gold, SPG PLAT, NWA Plat
Posts: 645
Stuck on a plane
I am stuck on a plane for 3+ hours. Let's pretend it happens occasionally on NWA.
We are somewhere between a gate and runway. What are my options as a FC, WBC, or any class passenger? It seems they only let passengers off when the crew (pilots) time will be exceeded.
Can I ask to get off and get on a different flight? What rights have we given over to the FAA and airline?
We are somewhere between a gate and runway. What are my options as a FC, WBC, or any class passenger? It seems they only let passengers off when the crew (pilots) time will be exceeded.
Can I ask to get off and get on a different flight? What rights have we given over to the FAA and airline?
#2
Suspended
Join Date: Aug 2003
Location: SEA
Posts: 12,485
You have no rights on outbound delays on NWA (except a snack after 3 hours). If the Captain determines the wait is excessive, he can proceed at his/her discretion.
Other airlines handle things differently. Google "Customer Service Commitment" and the name of the airline you're curious about.
Other airlines handle things differently. Google "Customer Service Commitment" and the name of the airline you're curious about.
#3
FlyerTalk Evangelist




Join Date: Apr 2002
Location: Madison, WI, USA
Posts: 14,167
During the snowstorm in AMS last year, we were stuck on a DTW-bound plane all afternoon, first at the gate, then in line waiting to be de-iced. I was talking with one of the FAs and she hinted that if one of the passengers asked to get off, the pilot may decide to take us back to the gate. I did so, and we halted our futile efforts to get de-iced. I don't know what rule prompted it, but at least we were off the plane.
#4
FlyerTalk Evangelist
Join Date: Aug 2005
Location: DCA
Programs: Kommissar Giga-Posting Direktor, PWP; Fasano Nouveau Aristocrat; CO Platinum; BD Gold; MR Gold
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I don't have an answer to the OP's question about the rules, but I can share an experience. I was on a CO flight to CLE a few years ago. It was either two or three days before Christmas and CLE had just begun to clean up after a blizzard that dumped literally two feet of snow on the runways. The flight was the only flight from my origin to CLE that day because all other flights had been cancelled; as a result, the flight was completely full (it was a 738).
The flight landed at CLE about an hour late, at 9:30 pm. There was so much snow on the taxiways that they only had been able to clear very narrow paths on the taxiways. In addition, there were many snowdrifts created by the rush to clear the taxiways and reopen the airport - these drifts obstructed access to some of the available gates. We waited on the taxiway for an unobstructed gate to open up; this took about 45 minutes and the passengers were becoming grumpy. The snowplows had cleared a path wide enough for an aircraft to taxi into our gate area, but there were many large snowdrifts surrounding the path.
For whatever reason, the pilot turned left, prematurely, toward the gate just before the path cleared by the plows. The result was that the aircraft became stuck in the snowbank, just like a car in heavy snow. The crew revved the engines several times to no avail. In the end, we waited on the aircraft nearly THREE hours as they tried to dislodge the aircraft using tugs and the aircraft's own engine power. In the end, it took a tug with the engines revved to what sounded like nearly full throttle to move the aircraft out of the snowbank. It was clearly a case of pilot error.
The passengers were furious - many demanded several times to be let off the aircraft immediately. Keep in mind that we were about 15 feet from the gate. The woman next to me started crying on the phone with her relative who was supposed to pick her up. One person called a local news channel and told them that the crew refused to let them off the aircraft. After one of the failed tug attempts, the lead FA made an announcement that we would have to continue to wait while the ground crew determined how to proceed. That announcement prompted a woman to scream, "Let us off this f***ing plane, now!!!" The flight attendant came back to speak with the woman, and the woman demanded that stairs be brought to the aircraft so that everyone could disembark. The FA said that they could not do that because it was too dangerous, but it was apparent that none of the crew had any idea what was going on.
Also, we were given no food or beverages during our four hours on the ground. They did allow people to use the restrooms, however. I don't know what our rights were with respect to disembarking, but I was sent a nice voucher about two weeks later after I filed a complaint.
The flight landed at CLE about an hour late, at 9:30 pm. There was so much snow on the taxiways that they only had been able to clear very narrow paths on the taxiways. In addition, there were many snowdrifts created by the rush to clear the taxiways and reopen the airport - these drifts obstructed access to some of the available gates. We waited on the taxiway for an unobstructed gate to open up; this took about 45 minutes and the passengers were becoming grumpy. The snowplows had cleared a path wide enough for an aircraft to taxi into our gate area, but there were many large snowdrifts surrounding the path.
For whatever reason, the pilot turned left, prematurely, toward the gate just before the path cleared by the plows. The result was that the aircraft became stuck in the snowbank, just like a car in heavy snow. The crew revved the engines several times to no avail. In the end, we waited on the aircraft nearly THREE hours as they tried to dislodge the aircraft using tugs and the aircraft's own engine power. In the end, it took a tug with the engines revved to what sounded like nearly full throttle to move the aircraft out of the snowbank. It was clearly a case of pilot error.
The passengers were furious - many demanded several times to be let off the aircraft immediately. Keep in mind that we were about 15 feet from the gate. The woman next to me started crying on the phone with her relative who was supposed to pick her up. One person called a local news channel and told them that the crew refused to let them off the aircraft. After one of the failed tug attempts, the lead FA made an announcement that we would have to continue to wait while the ground crew determined how to proceed. That announcement prompted a woman to scream, "Let us off this f***ing plane, now!!!" The flight attendant came back to speak with the woman, and the woman demanded that stairs be brought to the aircraft so that everyone could disembark. The FA said that they could not do that because it was too dangerous, but it was apparent that none of the crew had any idea what was going on.
Also, we were given no food or beverages during our four hours on the ground. They did allow people to use the restrooms, however. I don't know what our rights were with respect to disembarking, but I was sent a nice voucher about two weeks later after I filed a complaint.
#5
Original Poster
Join Date: Jun 2003
Location: MSP
Programs: Hilton Gold, SPG PLAT, NWA Plat
Posts: 645
Originally Posted by PaulMSN
During the snowstorm in AMS last year, we were stuck on a DTW-bound plane all afternoon, first at the gate, then in line waiting to be de-iced. I was talking with one of the FAs and she hinted that if one of the passengers asked to get off, the pilot may decide to take us back to the gate. I did so, and we halted our futile efforts to get de-iced. I don't know what rule prompted it, but at least we were off the plane.
Were you able to continue on the next flight or did NWA ask for more $$?
#6
Join Date: Aug 2006
Location: Ohio
Posts: 388
For whatever reason, the pilot turned left, prematurely, toward the gate just before the path cleared by the plows. The result was that the aircraft became stuck in the snowbank, just like a car in heavy snow. The crew revved the engines several times to no avail. In the end, we waited on the aircraft nearly THREE hours as they tried to dislodge the aircraft using tugs and the aircraft's own engine power. In the end, it took a tug with the engines revved to what sounded like nearly full throttle to move the aircraft out of the snowbank. It was clearly a case of pilot error
Soooo, you could see the entire situation from that little window. Were you able to see both the left and right side of the aircraft? How about what was out front. Was the turn started to avoid snowdrifts on the otherside of the lead in line? Were there other aircraft or equipment parked in close proximity?
How slippery was the ramp, would the nose gear track, or skid in a full authority nose gear turn?
No offense but - quick judgements are often in error. I am fairly certain you didn't have the big picture either.
#7


Join Date: Nov 2004
Location: Nashville
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Posts: 6,315
I can see the passenger bill of rights being brought up again. All the airlines as a whole have killed customer service/ common sense. The FAA will also be involved with the way planes are parked on the runway for hours, versus givin their time slot at the gate and waiting.
#8
FlyerTalk Evangelist




Join Date: Apr 2002
Location: Madison, WI, USA
Posts: 14,167
Originally Posted by ewj
Were you able to continue on the next flight or did NWA ask for more $$?

