Worst Experience Ever
Dec 29, 2015 | 10:39 am
#1
Original Poster
Join Date: Jan 2010
Posts: 7
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
rant over
Last edited by oiltycoon; Dec 29, 2015 at 3:12 pm
Dec 29, 2015 | 10:48 am
#2
Join Date: Jun 2003
Posts: 2,025
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.
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.
Dec 29, 2015 | 10:56 am
#3
Join Date: May 2006
Location: STL
Programs: UA Platinum, AA Platinum Pro, Marriott Platinum
Posts: 1,494
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.
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.
Dec 29, 2015 | 11:04 am
#4
Join Date: Jun 2010
Posts: 2,046
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.
Dec 29, 2015 | 11:04 am
#5
Original Poster
Join Date: Jan 2010
Posts: 7
wow! 
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!
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!
Last edited by goalie; Dec 29, 2015 at 11:25 am Reason: edited profanity reference
Dec 29, 2015 | 11:07 am
#6
A FlyerTalk Posting Legend
Join Date: Jul 2002
Location: MCI
Programs: AA Gold 1MM, AS MVP, UA Silver, WN A-List, Marriott LT Titanium, HH Diamond
Posts: 53,012
It's not that we love explosive diarrhea 
, 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!! @:-)
, 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!! @:-)
Dec 29, 2015 | 11:22 am
#7
Join Date: Aug 2010
Programs: UA: 1k, Hyatt: Plat, Marriott: Gold
Posts: 41
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.
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.
Dec 29, 2015 | 11:48 am
#9
Join Date: Feb 2007
Location: Suburban Philadelphia
Programs: Marriott Lifetime Plat, IHG Gold
Posts: 3,393
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.
Dec 29, 2015 | 11:53 am
#10
Join Date: Apr 2014
Location: Bay Area
Programs: UA 1K
Posts: 87
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?
Last edited by DiscHandler; Dec 29, 2015 at 11:59 am
Dec 29, 2015 | 12:06 pm
#12
Suspended
Join Date: Apr 2015
Location: NYC
Programs: DL
Posts: 963
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.
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.
Dec 29, 2015 | 12:15 pm
#13
Join Date: Jun 2008
Posts: 4,187
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?
People get ill, some time tragically. While the airline does have a responsibility to render compassion and assistance, don't we all?
Dec 29, 2015 | 12:17 pm
#14
Join Date: Dec 2011
Programs: UA 1P
Posts: 545
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.
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.
Last edited by LTBoston; Dec 29, 2015 at 12:19 pm Reason: Expand on original post
Dec 29, 2015 | 12:24 pm
#15
Suspended
Join Date: Nov 2003
Location: Wesley Chapel, FL
Programs: American Airlines
Posts: 31,464
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?
People get ill, some time tragically. While the airline does have a responsibility to render compassion and assistance, don't we all?
