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Worst Experience Ever
- not the worst experience ever... just a story of a fellow passenger with human feces on his pants and the UA gate person and steward not taking the initiative to do something about it...
rant over |
I imagine it would have been a "more worst" experience if they hadn't offloaded the offending passenger.
I wasn't aware pants inspection was a required part of the boarding process. Relying on fellow travelers to point out when something's wrong isn't the worst strategy for an airline operating mostly-full flights. |
While I sympathize with you that this was disgusting at best, I wouldn't characterize this as the worst experience ever. You got to your destination and it doesn't sound like there were any issues with your reservation, maintenance, etc.
I don't even know if I would classify this as an overall service failure at UA either. I don't know what you expected; you made the FA aware, even after the door was closed your wife made it a point to request the passenger was removed and they were. Maintenance came and attempted to clean, but apparently that wasn't enough either. You say the gate agent made facial gestures, but standing behind a counter its not like the agent was physically inspecting the passengers clothing. Then again not sure what the FA could have done either. It's a crappy situation (no pun intended), that airline staff face when they have to confront a passenger with hygiene issues because of the sensitivity that the passenger could claim a number of issues either discrimination, being singled out, etc I'm not saying its right for someone to sit in their own filth, but consider that there are a number of issues that could be at play here. What was their mental capacity, did they have a change of clothing, were they unaware of the problem. I have a hard time believing that this was matter of public safety....gross yes. But consider that if the problem started inflight its not like they are just going to divert to clean up poop or throw the passenger off. |
OP makes the point that UA staff did notice it and intended to do nothing until he insisted. That's just not right. This is one of many reported instances of FAs and GAs avoiding confronting an unpleasant issue. They do have the power but choose to avoid confrontation, ignoring the problem and taking the easy way out. It isn't right when the passenger has to wear the bad guy hat to make them do the right thing. Otherwise, it's SOP...just doing their job as is easiest for them.
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wow! :D you guys are a lot more tolerant of bunch than I would have guessed!
I don't consider myself high maintenance, but I do draw the line at a passenger who has diarrhea on his pants! I must be very lucky because I am not new to flying commercial! Makes me wonder how good i've had it! |
It's not that we love explosive diarrhea :p, it's that we've all flown enough United over the years that we've had a 6, 8, 12, 24, or 48 hour delay at one point or another.
A 48-hour delay *and* a bad case of the shizz...now *that* would be the worst experience ever!! @:-) |
I look at it this way:
Yeah, it was gross and a totally bummer for you to have to deal with, but imagine the guy. Not only is he in some kind of intestinal distress. He's clearly .... himself or had such bad issues that he messed his pants in some manner. Which would be mortifying enough in private, but this guy? In public. Now he's stuck in some airport with those ....-stained pants AND he's not getting to wherever he was going. And? He's change of clothes is probably still in the belly of the aircraft you took off in. I think his experience is the worst ever. |
It's difficult for a flight that arrives reasonably on time and safely to qualify for "worst experience ever". Something much worse than this would have to happen.
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Originally Posted by Tizzette
(Post 25930995)
OP makes the point that UA staff did notice it and intended to do nothing until he insisted. That's just not right. This is one of many reported instances of FAs and GAs avoiding confronting an unpleasant issue. They do have the power but choose to avoid confrontation, ignoring the problem and taking the easy way out. It isn't right when the passenger has to wear the bad guy hat to make them do the right thing. Otherwise, it's SOP...just doing their job as is easiest for them.
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Originally Posted by Tizzette
(Post 25930995)
OP makes the point that UA staff did notice it and intended to do nothing until he insisted. That's just not right. This is one of many reported instances of FAs and GAs avoiding confronting an unpleasant issue. They do have the power but choose to avoid confrontation, ignoring the problem and taking the easy way out. It isn't right when the passenger has to wear the bad guy hat to make them do the right thing. Otherwise, it's SOP...just doing their job as is easiest for them.
And since the man was taken off, the steward obviously did do something. He probably couldn't deplane the person in the middle of boarding. Do you want to brush up against soiled pants as you're boarding and he's exiting? |
Worst Experience Ever
This is disgusting. Did the smell linger for the flight's duration?
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Originally Posted by oiltycoon
(Post 25930855)
My new bride and I went to Aruba for our Honeymoon on December 20.
On the outbound flight, United direct from Newark to Aruba, we had the worst experience ever. A fellow passenger was clearly under medical duress - having had feces all over his pants. The gate clerk noticed there was something clearly wrong, by the facial gestures he made when checking the passegner in... We also know that the steward in the plane was also aware of the issue, since a pilot (who was a passenger on our flight) made him aware. This passenger had the seat behind my bride... and made two trips to the lavatory during the boarding process, each time, walking by us with soiled trousers. The flight crew had the nerve to close the cabin door and allow this public safety issue to remain unresolved, prepared to have all of us sit in this passenger's filth for 5 hours. It was only when my bride and I insisted that they remove the passenger, was the jet way brought back, the door opened, and the issue resolved in a proper manner - by having this customer removed from the plane The maintenance man who boarded to sanitize the seat did a mediocre job with his disinfectant spray, and after a slight delay, we took off. We observed several failures - but believe that at the highest level, United workers are not empowered to make the right decisions when they observe problems. When workers see a passenger who has human feces all over his pants, he should not be allowed to board. United has publically expressed a desire to improve customer service. They have a long way to go. United sent my bride and I a feedback questionnaire - I responded with a detailed summary of our experience, and followed up with formal feedback to their customer service email. We received a generic response apologizing for our experience - which was obviously a form letter response. Wake up United.... you're in terrible shape. For all of you who fly United - make sure you speak up if you see a passenger with human feces on their pants, because it will be up to you to ensure the public safety of your flight. |
For all of OP's whining, I imagine that the experience was more unpleasant for the ill person involved. I don't imagine that either OP nor her/his bride bothered to express any sympathy for the ill; they obviously didn't start their marriage off with the generosity of offering to go with the ill to the hospital so that he not feel either alone nor ostracized by his fellow travelers.
People get ill, some time tragically. While the airline does have a responsibility to render compassion and assistance, don't we all? |
Originally Posted by kelpetey
(Post 25931089)
I look at it this way:
Yeah, it was gross and a totally bummer for you to have to deal with, but imagine the guy. Not only is he in some kind of intestinal distress. He's clearly .... himself or had such bad issues that he messed his pants in some manner. Which would be mortifying enough in private, but this guy? In public. Now he's stuck in some airport with those ....-stained pants AND he's not getting to wherever he was going. And? He's change of clothes is probably still in the belly of the aircraft you took off in. I think his experience is the worst ever. I feel terribly sad for him. |
Originally Posted by Indelaware
(Post 25931349)
For all of OP's whining, I imagine that the experience was more unpleasant for the ill person involved. I don't imagine that either OP nor her/his bride bothered to express any sympathy for the ill; they obviously didn't start their marriage off with the generosity of offering to go with the ill to the hospital so that he not feel either alone nor ostracized by his fellow travelers.
People get ill, some time tragically. While the airline does have a responsibility to render compassion and assistance, don't we all? |
Originally Posted by Indelaware
(Post 25931349)
For all of OP's whining, I imagine that the experience was more unpleasant for the ill person involved. I don't imagine that either OP nor her/his bride bothered to express any sympathy for the ill; they obviously didn't start their marriage off with the generosity of offering to go with the ill to the hospital so that he not feel either alone nor ostracized by his fellow travelers.
People get ill, some time tragically. While the airline does have a responsibility to render compassion and assistance, don't we all? |
Originally Posted by Tizzette
(Post 25930995)
OP makes the point that UA staff did notice it and intended to do nothing until he insisted. That's just not right. This is one of many reported instances of FAs and GAs avoiding confronting an unpleasant issue. They do have the power but choose to avoid confrontation, ignoring the problem and taking the easy way out. It isn't right when the passenger has to wear the bad guy hat to make them do the right thing. Otherwise, it's SOP...just doing their job as is easiest for them.
UA did what it was supposed to do here and dealt with the issue when they were aware of it. This is far from a "worst experience" and the thread title should be changed to reflect that what the situation actually is. If OP saw this in the boarding area, they should have mentioned it to the GA right away so it would have been dealt with prior to the boarding. It could have avoided the issues completely, as well as allowed the passenger to be spoken to privately verses bringing heighten awareness after the boarding door is closed. |
Originally Posted by Cargojon
(Post 25931484)
This is an excellent perspective - prior to his death this past October, this could have easily been my father-in-law, who had issues at times with things like this, even though he was easily healthy enough to travel. Chemo is a hell of a thing.
It sounds as if UA did precisely the right thing once they were made aware of the severity of the situation. Perhaps this is a case in which compassion was called for, rather than looking for a scapegoat -- or a payout? |
I think it all depends on how you speak up to the GA's or the F/A's about the potential situation before the airplane leaves the gate.
2 years ago I flew LAX-EWR on a sUA domestic 757 and I was seated at a window and the guy who sits next to me was clearly on something. Serious SSRI's mixed with booze/mushrooms/acid or just plain insane - who knows but he was clearly f-ed up. He sits down in the middle, smells like a trash can, and immediately puts his head down on the tray table. I got up and went to the back and told the F/A that I refuse to sit next to this guy for the next 5 hours and said i was "uncomfortable" with the situation. She sat me in the middle seat of the last row (I think 40?) which was a downgrade but at least I didn't have to sit next to the other guy on a transcon. I feel with poop it must be worse. I would be livid and threaten to get off and take the next flight or fly another airline. |
If a traveling UA pilot informed an FA and a GA noticed it even earlier...they should have taken care of the problem before a passenger had to speak up.. the employees are empowered to make those calls and actually it's a little baffling why they didn't earlier especially if they were willing to go to the trouble of recalling the jet bridge after one complaint from the OP.
Really gross! It would have been more compassionate for the poor guy to help him get cleaned up beforehand as well...or, at least direct him to a place where he could clean himself up and buy some adult diapers. |
Originally Posted by enviroian
(Post 25931393)
Well sorry but no sympathy for that passenger. Why? Yes it sucks he obviously had some medical issues but why in the hell would you board and enclosed tin tube with 150 passengers and subject them to it? I would have NEVER attempted to board that aircraft. :rolleyes:
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You can't just stand by and let somebody board with diarrhea down his pants. One of the more likely causes is intestinal flu, which is contagious. That's a nasty situation for anybody to have to confront, I admit, but kinder to have headed the guy off before he boarded.
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It's not a UA vs Poopee vs Pax triangle to side on.
All people are saying is that chances are this person could have had some mental capacity issues. You can scoff at him and throw a hissy fit to the crew or you could you know TALK to the guy and ask him if everything is okay and if he needs any help. |
Originally Posted by JVPhoto
(Post 25932578)
It's not a UA vs Poopee vs Pax triangle to side on.
All people are saying is that chances are this person could have had some mental capacity issues. You can scoff at him and throw a hissy fit to the crew or you could you know TALK to the guy and ask him if everything is okay and if he needs any help. I'm sure the guy was not wandering around the airport in that condition for the express purpose of "ruining" OP's honeymoon. Whether he was aware of it or not, he needed help. It's just feeling bad for someone who clearly has medical or mental issues. Sheesh. |
Originally Posted by enviroian
(Post 25931393)
Well sorry but no sympathy for that passenger. Why? Yes it sucks he obviously had some medical issues but why in the hell would you board and enclosed tin tube with 150 passengers and subject them to it? I would have NEVER attempted to board that aircraft. :rolleyes:
I had the misfortune several years ago to sit in LH steerage returning to the U.S. He was shaking, covered in 3-4 blankets, gaunt, thin, and yellow. He had several pill bottles and was taking one every hour - every time, he asked for water and more often than not, his shakes spilled the water all over himself to the point he couldn't keep asking for some. I ended up giving him my bottle. I later found out some of his meds were to treat end-stage cirrhosis and liver failure. So I guess, you have no idea what went into this fellow's though process, other than he had he get to where he was going for some reason. For you to think he was oblivious is shocking to me and as someone else said, in need of help, not scorn. |
Useful for anyone needing to speak up to a GA or FA in similar circumstances? The CoC.
21 REFUSAL TO TRANSPORT UA shall have the right to refuse to transport or shall have the right to remove from the aircraft at any point, any Passenger for the following reasons: H) Safety – Whenever refusal or removal of a Passenger may be necessary for the safety of such Passenger or other Passengers or members of the crew including, but not limited to: 16) Passengers who have or cause a malodorous condition (other than individuals qualifying as disabled); 17) [unescorted] Persons who are mentally deranged or mentally incapacitated whose behavior may be hazardous to himself/herself, the crew, or other passengers. |
Originally Posted by JVPhoto
(Post 25932578)
It's not a UA vs Poopee vs Pax triangle to side on.
All people are saying is that chances are this person could have had some mental capacity issues. You can scoff at him and throw a hissy fit to the crew or you could you know TALK to the guy and ask him if everything is okay and if he needs any help. |
Originally Posted by Tizzette
(Post 25932753)
One likely cause of sudden diarrhea is intestinal flu. It isn't just a smell issue, it is possibly contagious. Staff have a duty to public health not to board a guy with diarrhea down his pants. They don't have to be unkind about it, but he might not be well enough to fly. Or if he can fly, they could help him out by asking an airport store to deliver clean pants up to the gate, or call a friend of his for clean clothes and book him a later flight.
But, there were dozens of people who probably noticed this at some point in the airport and it went until he was actually seated on the plane that it came to the point of action. |
Gift shop at EWR has pants.
Health hazard to other passengers, contaminating the plane is not doing him or anyone else any favors. It was a problem that needed to be resolved, compassionately and safely. Me - I would have offered him my sweats or bought him some fresh pants. ^ |
Originally Posted by Imstevek
(Post 25932707)
This is about the most heartless thing I've come across here or about anywhere on a place that considers itself a semi-serious place for information...So I guess, you have no idea what went into this fellow's though process, other than he had he get to where he was going for some reason. For you to think he was oblivious is shocking to me and as someone else said, in need of help, not scorn.
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Being a pedantic physioprof: There is no such thing as intestinal flu (i.e., influenza). What we colloquially call stomach flu or intestinal flu is viral gastroenteritis, and the viruses that cause it are not related to influenza virus, which only infects the respiratory tract. But yes, viral gastroenteritis is quite contagious.
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I thought UA would be better prepared to assist the PAX in distress. I know this is not the first or last time this will happen. Some persons have violent reactions to UA food . Question, what does UA do to assist the PAX after taking him off the plane?
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