A United Airlines flight attendant called for security on an elderly disabled first class passenger who asked for assistance stowing her cane and small purse, since she’s not allowed to keep them with her for takeoff because she was seated in a bulkhead row.
A fellow first class passenger on the flight shares the incident.
- An “elderly disabled” passenger seated at the first class bulkhead “politely asked the flight attendant if she could help put” up her “small purse and a fully collapsed” into the overhead bin.
- The flight attendant “got super defensive and aggressive,”
ABSOLUTELY NOT, I CANNOT DO THAT DUE TO UNION REGULATIONS, WHAT IF I GET INJURED, MA’AM, MAAAAAAM!!!
- The lady became apologetic, explaining that she “only asked because she’s disabled and can’t do it herself” and noted that she’s never had problems when making this request before.
- The flight attendant didn’t let it go. She “kept insisting that lady was being unreasonable.” Fortunately another passenger stepped in to assist the woman in stowing her carry-ons. But the flight attendant “then angrily slammed the bins closed and stomped back to her jump seat.”
Hopefully that would have been the unpleasant end of it, but the flight attendant decided to delay the flight. The plane had already pushed back. It sat, though, for a few minutes before a pilot came on and announced that “there had been an incident and we’re heading back to the gate.”
Security boarded and told the elderly lady that the FA felt uncomfortable because the lady was “talking down” to her. Everyone around was stunned — it was exactly the opposite (the FA was the one who was being aggressive and yelling at this poor old lady).
Since it was obvious to staff who boarded the plane that there was no threat, they left and did not remove the elderly disabled passenger. This was awkward for the flight attendant, who “then gave the safety announcement in the most eerie, overly cheerful, almost sociopathic-sounding voice.”
Here’s video of the employee who boarded the aircraft talking to the woman:
Just witnessed really upsetting incident with a disabled elderly passenger and United flight attendant
byu/mildlyburner inunitedairlines
The idea that the flight attendant was prohibited from helping by ‘union regulations’ is just incorrect. The flight attendant’s union contract may be what the crewmember is referring to, but it definitely does not say they cannot help with the cane.
Flight attendants generally aren’t required to assist passengers with their bags, however Department of Transportation regulations actually do require the airline to provide the assistance that the passenger was asking for!
Once a passenger with a disability has boarded, airlines must provide assistance, if requested, such as:
- moving to or from the lavatory, including using an on-board chair to assist, if requested.
- stowing and retrieving carry-on items, including assistive devices.
This flight attendant is everything that’s wrong with airline culture, and why in many ways Delta crews whle not as good as they were pre-pandemic (too many good ones left, and their replacements aren’t up to par) are the heart of the ‘Delta Difference’. Their flight attendants are somewhat friendlier and more helpful – treating passengers as people.
Credit: United Airlines
It’s important to note that this isn’t necessarily a union versus non-union result, as some online commenters suggest keying off of the flight attendant’s reported claim about union rules. Southwest Airlines crew are generally quite good and also unionized. There’s a saying, though, that management ‘gets the unions they deserve’ and decades of bad management at United is difficult and time-consuming to reverse, doubly so in a unionized environment.
Would not be surprised if the FA loses her job for this incident. United will absolutely throw her under the bus if needed; it’s one thing to just outright refuse to help a disabled passenger, but it’s another to delay the flight by lying about what really happened. If the FA was removed at that point, the flight would be delayed further because United would have to find someone to take their place.
Incidents like this are not great. I feel for anyone negatively impacted. And it is a case-by-case basis. However, I fully expect this to be made into a ‘unions are bad’ propaganda as even Gary is alluding to here. Yet, an incident like this does not and should derail nearly 4 years of negotiations.
This was a clear violation of the Americans with Disabilities Act, which could result in a fine of up to $150,000. In addition, the passenger could sue under the ADA for damages, including emotional distress.
This lady was probably too nice to file a complaint, but if I were United’s general counsel and heard about it, I’d be sweating.
So what is United’s response? And what happened with the passenger wa she removed?
This article is missing some stuff
I smell an ADA lawsuit, and rightfully so.
The flight attendant should have immediately reassigned to the back of the airplane. Then she should have been given several weeks off after completing the flight to study up on the regulations about disabled passengers followed with a complete course on being a flight attendant as given to new hires, with similar pay. After that, probation under more qualified flight attendants. Too bad gate agents and pilots have to baby sit people like her. The union should have clapped back at her because any regulations have been approved by and implemented by the airline and thus are airline regulations. Why drag the Union’s name in on regulations she made up?
United about to settle an ADA lawsuit in 3…2…1.
@jns — I watched the video from Reddit. No mention of ‘union’ there. The alleged reference to ‘unions’ comes from “a fellow first class passenger” (technically, could be ‘hearsay’ which is not ‘reliable’ for the underlying substance of what they say they overheard), so maybe that is indeed what was said, or they’re adding their own opinion to the mix, which as I suggested above, may be all part of United’s attempts to derail existing long-term union negotiations. It’s a tactic. Beware.
What a weird story. Not sure I’d believe if were it not for a personal experience. I had an issue with a United FA during the virus disaster. I was in my usual 1B coming home from Florida, munching on some trail mix. She wanted me to keep my mask on my face and nose between bites. While technically this was the way we were supposed to do it, she was so damn aggressive that I was slow to respond. She just wouldn’t leave me alone. When we landed, a very nice official detained me in the jetway and asked me about it. I told him what had happened, knowing I was technically in the wrong. Not sure what the result would have been, but the Captain came along just then and loudly declared that my mask was off most of the flight. This was an obvious fabrication, since he couldn’t have seen me through the cockpit door. He was, after all, flying the plane. The nice man thanked me for my time and that was that. I have a great deal of respect for FAs because their job is incredibly complex. I think occasionally they just ‘snap’ and do something stupid like this one did with the purse and the cane.
Give stupid people power and they will abuse it…
this seemed weird. normally fa takes your jackets and put em in the closet and hand back to you just before landing. should there be more stories behind?
@Tim Dunn — I know you haven’t commented yet, but I hope you will at your convenience, good sir. You should be proud of @Gary Leff for his (backhanded) compliment of Delta’s (currently un-unionized) flight attendants. However, I vehemently (and respectfully) disagree with this false premise that the reason Delta is better is because they don’t have a flight attendant’s union yet. Fellas, I agree, from my anecdotal experiences, Delta does seem to treat most folks better, but it’s not because of unions or lack thereof–maybe it’s their company culture, better leadership, honestly, I don’t know, and I hope they keep doing whatever it is their doing. I hope…they Keep Climbing. Though, regrettably, today, in this post, Gary is needlessly attacking unions when they are not to blame, and generally have been beneficial to most workers, industries, and the American society at large. Now, where’s @Mike P to pile? Bah!
@Craig Jones — Well, at least it wasn’t on American Airlines, right? Bah! (I know, your blog…)
It is about company culture, and it has been rooted in the way both Delta and Southwest have treated both their employees and customers for years.
The best thing about the present time is that there are videos of everything and this flight attendant interactions will probably cost her a job in the service industry for the rest of your life
@1990 re Delta, I believe profit sharing has a lot to do with it. The employees recognize that if the company does well, it’s going to directly impact their compensation. For 2024, DL non pilot employees got like a month of salary as their profit sharing payment? (Vs AA where I believe the FAs all got a few hundred bucks?)
@Dave Hockenberry – “And what happened with the passenger wa she removed? This article is missing some stuff”
reread the article? “Since it was obvious to staff who boarded the plane that there was no threat, they left and did not remove the elderly disabled passenger. “
Craig Jones is absolutely correct on this. I will never forget the flight attendant Covid mask police. As he said give stupid people power and watch out.
What do you expect from the self-appointed Best Airline In The World?
I am most definitely concerned if Flight Attendants just snap some of the time. We have seen when pilots have snapped.
I have a very strong feeling that we are not hearing the ENTIRE story about the Flight Attendant-Passenger interaction. This whole story is from just ONE passenger. It would be much more believable if there were several witnesses.
If you are not capable of putting your own carryon in the overhead bin, then you should check your bag. Why should it be anyone else’s problem?
Seems like a flight attendant that’s been on the job too long and hates their job and life. Presumably I would have interjected and said I’ll be more than happy to stow it for the customer. (I generally do for elderly people). In part to keep flight attendant been on the job too long cool and the flight on time.
Not really buying most of this story. Even the video seems off – I don’t see an “elderly” ladies. One is chatting away and the other looks quite animated.
I suggest this relates to the hiring process. If the FA believed she was not allowed to assist, her job was to ask someone that could help. End of story.
1990 – unions ARE bad in this century. And the waitress DOES deserve to be fired. And ideally prosecuted if an attorney can think of something.
The FA will not be fired. She could get administration punishment like a three day grounding and a few days of remedial training on her days off. But she was dead wrong about not being able to assist with a simple request like placing a cane in the overhead bin. I am a 40+ year FA and a RN so I know the rules. And I would like to think I am a decent human being.
I once boarded a plane with an injured hand. It was also United (either first or business;I don’t recall) and when I told the attendant that I didn’t have use of one hand, she refused to help.
With many foreign airlines, it’s routine in business or first for the flight attendants to ask if I need help with my overhead storage whether I ask for it or not, or whether I appear to be in need of it or not. It’s surprisingly common in Asia for a petite flight attendant to ask me, a man of above average height (especially for Asia), whether I’d like help placing anything in the overhead bin in business or first.
Airline regulations typically limit the size and weight of overhead items. United doesn’t seem to have a specific weight limit, but it seems like a reasonable requirement that a flight attendant be able to lift a certain amount. Based on that, United could add a weight limit to carry on luggage. For other airlines, limits from 25 to 40 pounds are typical, and it would be a moot point for anybody who places the item personally.
Any flight attendant who is incapable of putting a cane and small purse in an overhead bin without risk of injury should not hold that job. It’s too risky to have such a person serving hot coffee or pushing a meal cart.
What a despicable person. That flight attendant should be fired.
It’s really sad that instead of a little compassion, the FA got aggressive about it. How would she like it if someone had done that to her grandmother? SMDH
Thank you for your biased One-Sided account. Now let’s get the truths from the flight attendant. And FYI, Delta is about the worst airline going specifically because they’re non-union flight attendants. Don’t give a damn. Any other BS I can call out for you?
Why is Delta Airlines being brought up. When it’s clearly a United Airline issue.
Keep Delta out of it please!!
Overly entitled sky waitress.
Buy First Class, get the Basic Economy experience. I’m so sick of the “we’re only here for your safety” mentality many FA’s spew. Yes, you’re there for safety, but you’re also very much a face of the airline and as such, you’re there to assist. If you hate your job, leave. She, and many others, just aren’t cut out for the job and this is my issue with unions. In a lot of cases, it makes getting rid of these types difficult and time consuming.
@Todd Majewski – she was literally asking for help putting her folding cane in the overhead bin
Oh tell me it was the Rosie O’Donnell lookalike (both in face and girth) flight attendant on United. I had her (?) last week in F.
Well it wasn’t like the customer was asking the FA to lift and stow her suitcase. Hopefully she was removed from service, the incident investigated and terminated the employee. Sounds like a psycho who is in the wrong job match.
Getting rid of cabotage law should help put it into this nonsense although I’m not holding my breath. It would be very nice to take a Singapore Airlines flight from Atlanta to LA
I find this story entirely believable, having experienced a similar issue with a FA on AA back in 2023. Some of these FAs are just drunk with power or totally bitter with resentment.
@Gary, it has NOTHING to do with unions and EVERYTHING. So with with whether or not you take pride in a job well done and have genuine empathy for the people you care for on in a role. I have good and bad employees on every airline I’ve flown, Delta included.
@Todd, you cannot be serious. The lady was putting her CANE and her purse in the overhead because she was in a bulkhead seat. If you honestly think she should have checked her cane that tells me something about you.
If the issue was the cane and the purse why didn’t the FA suggest moving the pax to a non-bulkhead so she could stow her cane under the seat and ask someone else to move to the bulkhead (those are my favorite seats since no one can recline in front of me). The FA was trying to problem solve. They were just trying to flex their power.
“If you are not capable of putting your own carryon in the overhead bin, then you should check your bag. Why should it be anyone else’s problem?”
She asked about a purse and a cane. She needed the cane to walk onto the plane so that would not make sense to check, and I don’t think anybody is going to put their purse in checked baggage.
But indeed.. this is not union versus non-union. She would have most likely just said FAA regs, or company rules, or some other thing otherwise. I don’t view the Delta comment as anti-union either, more a comment on Delta treating their FAs better so they are in a better mood overall and more likely to do more than the bare bare minimum (or in this case, less than the bare minimum since regs apparently do specify FAs are to help disabled people stow their items.)
It doesn’t matter if it happened on a United, Delta, American, Alaska, Or Southwest flight, that is an individual person making very bad choices. At the very least, she should be put on a step of discipline and on the far end terminated and possibly individually sued.
@Frank — No. As I said before, and historically as today, unions are good for workers, industries, and the society at large. Also, your suggestion to use attorneys to ‘go after’ anyone is an abuse of law, which is ironic, especially if the original concern with this incident was an individual’s abuse of power. Cruelty begets more cruelty. That is not the way, sir. Companies (and, indeed, unions) can re-train people. Let’s actually seek to solve underlying issues, not just vilify and scapegoat others.
I tore my rotator cuff while on vacation. I then had to make it home with all of my luggage from camping, so a large suitcase and stand up paddle board were checked, and a pretty heavy carry on. I had my arm in a sling, and obviously could not life my bag. The flight attendants on Alaska did not hesitate to help me. I was also in the bulkhead row of first class.
@Larry David Bradley — I’m fascinated by your idealism (free trade, woop woop…), but, yeah, there’s no way, especially with the current administration, that our ‘protectionist’ government would allow what you’re suggesting. Could you even imagine the 180-degree shift they’d have to make? The about-face on their xenophobia alone would be astounding. Yup, it is truly wild that the formerly ‘free trade’ neoliberal party in the USA is now all about tariffs, just because their mad-king said so, even though nearly all actual business/wealthy people are getting whacked by these policies. Anyway, let’s be grateful for the few ‘fifth freedom’ routes that do operate, like JFK-MXP and EWR-ATH on Emirates, JFK-FRA and LAX-NRT on Singapore, etc.
UA’s FA are the absolute worst. Until recently, I have stopped flying with them over 10 years ago because of a run-in with a despicable gate agent. On my recent flight on UA PDX-SFO-PDX, while my outbound was fine, on my inbound flight during snack service I asked for an additional chocolate crisp which I quite enjoyed on my outbound flight. This snack is a piece of thin cookie covered in chocolate which probably cost the airline a few pennies. This female FA probably in her early late 40s or early 50s answered me in a manner as if I was the guy with a sign at the traffic light asking for money. She said that she had to go through the cabin first to make sure that everyone had their share before she would give me another one. I was seated in the aft of the plane with maybe 6 rolls behind me and not every seat was taken. I watched her as she moved through the cabin and most pax declined the snack offer. I also noticed that she had boxes of these snacks stacked on top of the cart. So, did she return to give me another snack? Of course not. I despise this airline mostly for their gate agents and the FAs who always act like they’re doing you a favor and they don’t want to be bothered by any requests. Clearly, this hasn’t changed in 10 years. Alaska Airlines has the most pleasant FAs, they’re always glad to help and with a smile.
This incident is emblematic of the growing cultural rot in many U.S. corporations, especially in the aviation industry. An unhealthy obsession about rules and regulations has spiraled from reasonable safety measures post-9/11 to an absurd failure to have basic common sense and common decency and a tyrannical “respect my authority” attitude. No flight attendant should even need to consult ADA regulations, the union contract, or a lawyer to know that it is the decent thing to do to simply help an elderly person. This used to be taught even to young children. There was an entire Pixar movie devoted to the topic (“Up”). Show this article to someone living in east or southeast Asia and they would be even more appalled than Americans, and rightly so.
It is possible to have both a union culture and a service culture, but this is contingent upon having reasonable management (no Robert Crandall-style “one olive” miserly penny-wise but pound foolish cheapskate behavior), reasonable union leadership (that balances the genuine health, safety, and quality of life needs of flight attendants and pilots with the operational realities of commercial aviation and service culture), and genuinely extroverted, kind, friendly, and compassionate flight attendants.
The uncomfortable truth is that not everyone is cut out to be a flight attendant and very few people have the patience and endurance to stay a flight attendant for years or even decades. During the “Golden Age of Flight” there was a strong pressure for flight attendants to be young, thin, slim, beautiful, and friendly. Perhaps in hindsight it was a mistake to move away from this model, because while the beauty standards were perhaps too strict it created a natural “exit” mechanism from the industry. Flight attendants would “age out”, bringing in fresh blood that had not been jaded by years of occasional bad interactions with passengers.
Perhaps we should treat being a flight attendant as similar to being a professional athlete (a job for the young who can then convert into coaching or management once they retire). The aviation industry would probably improve significantly if the corporate management better incorporated the views of former flight attendants, and a perennially fresh coterie of flight attendants would significantly improve the service culture. The key is to improve the viability of the flight attendant-to-corporate pathway to compassionately provide for the career needs of flight attendants (perhaps by agreeing in the union contract to allocate a certain percentage of the corporate jobs to former flight attendants), and then encourage jaded flight attendants to either move into corporate or leave. The service culture could also be improved by having executives and corporate employees randomly fly on their airline’s flights quietly to “rate” the service. They could hand out on-the-spot large bonuses for exceptional service. Word would spread quickly.