United Flight Attendant Forces Special Needs Toddler To Walk Up And Down Aisle Of Delhi Flight

A United Airlines flight attendant parent-shamed business class passengers on a delayed Delhi – Newark flight, after their special needs three year old woke up nine hours into the journey. The crewmember chastised the passengers for their lack of parenting when the boy was hungry (United didn’t board his child meal) and the mother had to improvise for food and tend to the kid at the same time.

The child was crying until his mother got him calm enough to eat. Then, happy, he played with toys but “let out a few small squeals and laughs” at finding shows he likes on the plane’s inflight entertainment system. That’s when a flight attendant came out and stared “rudely rebuking” the mom.

The flight attendant says she’s a mother and she “know[s] how to be a mother” and that this passenger is failing at it.

The boy’s father says they were “forced to our ler son walk in the aisles” which was apparently more disturbing (and excited the child more) than keeping him in his seat.

Interestingly, the child’s father notes that “[t]here was actually constant kids crying from coach” though the parents were in business class. Are crying children keeping more passengers awake in the back of the plane different – and ok – but not in business class?

The passengers complained about their experience and United offered $100 travel vouchers against their “$23K” tickets. What they wanted was an apology, not a “voucher and a form letter.”

I don’t envy the task of asking parents to calm their children on a long haul flight. It’s easy to cross into condescension and into scolding. Here, from the perspective of the parents, that’s clearly what happened – and should be both a learning and a teaching moment that the airline uses (but is not likely to).

About Gary Leff

Gary Leff is one of the foremost experts in the field of miles, points, and frequent business travel - a topic he has covered since 2002. Co-founder of frequent flyer community InsideFlyer.com, emcee of the Freddie Awards, and named one of the "World's Top Travel Experts" by Conde' Nast Traveler (2010-Present) Gary has been a guest on most major news media, profiled in several top print publications, and published broadly on the topic of consumer loyalty. More About Gary »

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Comments

  1. I had a situation like this where my child was too happy! We were on a tour of Southfork. He kept laughing and we had to do a separate tour from the group. We were getting some looks. I think some people couldn’t hear. Sometimes you’re not going to win as a parent. If they cry people get upset. If they’re happy people are still upset. Go figure.

  2. Did anyone read his Twitter? This Uttiya Basu has also posted public complaints against:

    – Qatar Airways
    – Terminix
    – The Passport service in Kolakata
    – Applebee’s restaurant
    – IKEA furniture
    – Applebee’s restaurant (an earlier incident)
    – Jadavpur University
    – Central Bank Kolkata Laketown

    …And that’s just after checking *some* of his many tweets / tweet threads.

    While it’s possible that a multitude of companies regularly wrong him and his family, it seems a bit unlikely.

  3. The FA was probably responding to other passengers complaining. Without evidence we don’t really know if it was a few squeals or screams waking half the cabin…

  4. First mistake the UA FA parent made is to assume that all flying children are alike or are like her two children.

    Even with regard to twins, each child at even during infancy, toddler and pre-preschool age can be different from one another when it comes to traveling and other things in life.

    I do have questions about what the US$23,000 ticket covered. One person? They definitely overpaid if that is the price of a ticket for DEL-EWR.

  5. Where was FA1 the entire time?

    Hopefully, the passenger record was properly noted as handicapped.

    Offering $100 in vouchers on $23K in business tickets is basically asking the passengers to lawyer up; United really likes negative publicity and legal fees.

  6. Best recommendation would be to fly Emirates, Etihad or Qatar.

    United just doesn’t meet the bar.

  7. I doubt the entire story as “told”. Anyone paying (or admitting to) paying $23,000 for a flight has something wrong with them even if wasting someone else’s money. Is he the King of India?

  8. 11K for business class without getting one of the “deals” seems average. With a deal airfare, I’ve seen 7K on other carriers. Schedule and travel timing drives cost. This may have been the best they could do. OP didn’t say if they had to buy a third seat for the son

  9. Do people not read? There was a father, a mother, and a child…not just one person I just checked United’s web site and a business refundable ticket EWR-DEL two weeks from now on most flights cost $12,342 round trip, per person. Multiply times two and you’re over $24,000.

  10. Other passengers in business class probably asked the flight attendant to ‘do something’ about the squeals and laughs. The parent says they were small but we don’t really know how small/soft they were.
    There is always two sides to a story

  11. He said: “ We booked a FULL PRICE (USD 23K) business class ticket ….”.

    Ticket is singular even in Hinglish.

  12. Last week, I had a bitter experience at United Check in counter in one of CT Airport. The person behind the counter conversed in a very demeaning & disgraceful manner asking me why did I expect to have seats for my 2 kids (both minors) next to me! I had already assigned seats for all 3 of us & their policy states that minor kids will be seated along with their parents or guardian. BTW my flight was already delayed by 2 days & 4 hrs due to their above par technical competency!!

  13. Reading his Twitter account, seems to be a Karen. Always demanding explanations and immediate service on everything.

  14. I’ve just finished reading the article on viewfromthewing.com concerning the recent incident on a United flight, where a flight attendant forced a special needs toddler to walk up and down the aisle of a Delhi flight. This account deeply disturbed me. I believe it serves as a sobering example of the need for systemic change within airline practices when it comes to accommodating passengers with special needs.

    Firstly, the behavior of the flight attendant, as reported, is truly unacceptable. It’s important to remember that flight attendants are often the face of an airline – they have a direct impact on the overall flight experience. Their primary role is to ensure the safety and comfort of all passengers, including those with special needs. In this situation, it appears that the flight attendant lacked the training, empathy, or perhaps both, to appropriately handle a situation involving a passenger with special needs. This is a glaring oversight and a strong indication of the need for airlines to incorporate extensive special needs training into their staff onboarding and continued education programs.

    Secondly, the situation speaks to the broader issue of accessibility and inclusivity in the airline industry. Inclusivity is not about merely allowing people with special needs on a flight; it’s about actively making their experience comfortable and dignified. Unfortunately, it’s clear from this incident that airlines may not be living up to these standards. Instead of making the flight a traumatic experience for the toddler and the parents, there should have been provisions in place to accommodate the child’s unique needs.

    It’s also important to remember the legal obligations airlines have under the Air Carrier Access Act (ACAA) and the Americans with Disabilities Act (ADA). These pieces of legislation were designed to prevent discrimination and ensure fair treatment for individuals with disabilities. Based on the account given in this article, it would seem that there was a failure to meet the requirements of these laws, which raises questions about the enforcement and effectiveness of these important protections.

    One area airlines can significantly improve upon is communication. Passengers need to be informed about their rights and the accommodations that airlines are legally required to provide. Similarly, airlines need to do a better job of listening to the needs of passengers with disabilities and their families. If the parents in this situation felt heard and respected, perhaps this traumatic event could have been avoided.

    Moving forward, it is essential that airlines not only hold themselves accountable for such incidents but also take a proactive approach in preventing similar occurrences. This can be achieved through comprehensive and ongoing staff training, improvements in communication, and a corporate commitment to inclusivity and accessibility.

    I hope that this incident acts as a wake-up call for the airline industry. Travel should be an enjoyable experience for all individuals, regardless of their abilities or needs. Airlines have a moral and legal obligation to ensure this is the case, and as consumers, we should expect and demand nothing less. After all, the true measure of a society is how it treats its most vulnerable members. In this instance, the airline industry has shown that it has some significant room for improvement.

  15. I have no direct experience with what happened, but as the father of two children who were very active I do know that how people react to kids can be very dependent on their own experiences (or lack thereof) as parents. The older one was a particular handful and at 2 I finally kept him in a harness/leash arrangement. That was okay except in public he’d get down on all fours and walk along barking. People who didn’t have kids would come up and yell at me. Those who did would ask where they could buy this stuff!

    PS Now he’s a judge.

  16. Meh, went and read his regular Twitter account. He’s a chronic complainer. Don’t believe him.

  17. In my opinion there should be an “All Adult Flight ” and a “Family Flight” for families with kids under 5. Because I don’t want to have to deal with crying kids, special needs or NOT!!!

  18. @Patti, I just did also. He doesn’t seem happy with much so I don’t put a lot of stock into what he claims.

  19. Appreciate the FA doing their best to keep the parents responsible for their brat.
    Give her a raise.

  20. I feel sorry for everyone concerned
    1. Sorry for the parent paying 24K
    2. Sorry for the ‘poor’ child not able to comprehend anything
    3 sorry for the FA due to her immaturity
    4. Finally a’huge sorry’ for the poor MOM
    Not at all Sorry for the HUGE UA coffers. PK

  21. Yep, don’t like United, I will say I just took a trip on United they were very helpful as I have disabilities. I was left at the entrance and the flight attended as she was exciting saw me asked if someone was helping me. That was so kind. I took a trip to England on United, well I very short so it difficult for to reach anything. Putting my carry on up is never easy. When we landed I asked the flight attended if she could reach my bag. She did there was a man behind me as if I wasn’t there or if I couldn’t speak English she tells him I hate passengers who bring heavy bags and expect me to help them. I didn’t say a think took my bag and waked off. Yes, children can be hard to handle on any flight. Reason the air pressure is bad for them I know it happen to my child as a result caught an ear infection and he cried most of the flight home. Plus they are in a very small space. I think that United does need to train all their flight attended. I am wondering did she not hear other children crying or acting up. I sure did on my flight, but I was there once and felt that I needed to have empathy for those parents. United should offer an apology.

  22. Beside this, United flight to Delhi in business class is going to dogs.. food is terrible., Service i gone bad.. tFA do nothing but gossip or eat n read there books or play with personal phone.

  23. This guy seems like a professional complainer. I felt sorry for the UA personnel who had to deal with him.

  24. “forces”? How did they force the child to walk around? I would have politely said no thank you and put on my headphones.

  25. Dreary: is that a prepared statement you have ready for any cause you want to address?

  26. I fly united with my son who is 13 and has soecial needs.He has been flying since he was one years old. United FA has always been very pleasant and helpful pre boarding and during in flights.

  27. Why don’t these people wear headphones and shut up themselves. Have a little empathy for parents with special needs children. You never know it might happen to you some day.

  28. United has a tendency to provide Poor and shoddy service to passengers of Indian origin and when the flight originates from India. The FAs tend to find fault with them, though United ‘s business and FA’s pay depend upon fare paying passengers.

    Routinely the airline does not take special request meals such as Vegetarian, Kosher, Menu for child etc.
    Once their error is brought to their attention, the Compensation is Worst in the Airline industry.
    They expect people to pay upwards of $3000 plus to use the paltry $100 to $175 voucher within the next 12 months.
    Why would any reasonable person spend Additional good money to get more of the same poor service?
    As for the passenger Uttiya Basu, they may be better off travelling by Emirates, Etihad etc. Airlines that known to provide Stellar service.

  29. It was quite awhile ago. Pre 9/11. I had a lovely window seat in the last row. United LAX-ORD. Directly in front of me was a Mom with an older child with special needs. (I’m guessing he was in his teens) For the entire flight he would alternate between turning around and spitting on me and throwing things behind him (I got hit in the face twice with a magazine), and the final straw was getting hit in the forehead with a small metal car. I rang the bell for the flight attendant, and she got mad at ME and said I needed to show more patience! I quietly reminded her that it was I who was being assaulted and it needed to stop. I never raised my voice, swore or used disparaging comments. I just wanted it to please stop! That was when I was told that security wanted to see me when we landed. They cancelled my return flight and were overall very un accommodating. On the way out of baggage claim, guess who was sitting by the exit door. And I promise, I have no idea how that large soda slipped out of my hand and landed with a big splash right at that Mom’s feet and soaked her pretty yellow dress in sticky orange soda. I’m so sorry ma’am. Tsk tsk.

  30. The flight attendant should be fired and the parents should sue the airline. If the flight attendant’s behavior was within company policy, heads should roll within in the administration for such policies!

  31. But also….I will add that Indian (no, not Native American) children are the ABSOLUTE WORST behaved and their parents completely ignore it.

  32. Completely agreed with Paul Wilson and CHRIS. I don’t want to hear any kids crying on any flights. And it is true that Indian (not native American) kids are either talking non-stop in flight, crying or running disturbing others.

  33. I agree with Mike.

    Reading the Twitter feed of this passengers you will find a lot of complaints about some situations with customer service.

    I do not believe their situation was as bad as described. Especially since he is trying to attack the FA directly, asking for „actions“ to be enforced and a personal apology letter.

    Seriously? Someone is mad because he overpaid for a ticket and was not treated the way he thought he should be treated.

    Read twice. Think twice. This is not a credible story…

  34. With regard to these words from above: “But also….I will add that Indian (no, not Native American) children are the ABSOLUTE WORST behaved and their parents completely ignore it.”

    Then why does it seem that behavioral problems at school are lower with Indian kids at schools in “the West” than the ethnic majority at the very same schools?

  35. Read his Twitter . Non stop complaints about everything and everyone he gets in contact with . I feel sorry for the businesses and people who has to deal with him and his family.

  36. I was on this exact same flight on Monday 31 July. The price would be accurate for the entire family. 1 person tickets range $6K to $12K per person.
    I was also in Polaris buisness class. We also had 2 toddlers that would get loud and cry sometimes. I use to complain about this stuff. But I since have had my own child and know how difficult it is to travel on these long flights with toddlers.
    The only thing I did notice is there was a big difference the way the Indian and non Indian parents dealt with their kids. I don’t want this to come over the wrong way. Was just an observation.

  37. I have never flown usa based airlines and check very careful for the code shares. I take others even if they are costly

  38. Let’s not be so quick to judge based on one account, via Twitter, of an angry passenger. For all we know, the FA was acting on behalf of other passengers who were disturbed by the noisy child. And, we don’t know with certainty if the FA said or did any of the things this man claimed. Sadly, this FA does not have the opportunity to share her side of the story and defend her actions (that is if she even did those things such as force the parent to walk the child up and down the aisle.)

    What happened to innocent until proven guilty? Social media has allowed people to say whatever they want and the sheep who blindly follow or listen without verifying its accuracy / truthfulness is quite concerning.

    Let’s be clear: I am not defending United. I just find it hard to believe that this FA woke up that day thinking “I’m going to do something really mean and stupid today so I can jeopardize my employment and my company’s reputation.” Seriously?

  39. How many non-Indian parents are traveling with non-Indian toddlers and other pre-preschool non-Indian kids from DEL to EWR on United in business class during India’s hot and humid summer months on publicly available revenue fares?

    Almost certainly not a comparable group to make a valid comparison from one flight.

    I suspect that people — including UA FAs — are more observant and critical about behavior of children whom they perceive to be “the other” than children who are seen as more like “us” even while the kids are doing the same exact nonsense. It certainly explains why “brown” and “black” kids on my US and European airline operated flights seem less likely to get waivers and favors to cross cabins to use the lavatories and more likely to get reprimanded and turned away by FAs than when comparably aged “white” kids on the same flights have done so repeatedly without being turned around firmly by the same FAs.

  40. United has not been a pleasant exerience for me. I have had to choose to fly the airline on five occasions in recent times because of lack of biable alternatives. I have no status on United, and all were paid or award flights. Here is what happened:
    1. Polaris class to India. Very poor service. Unacceptable meals. $400 voucher, still unused.
    2. Polaris class to India. No access to lounge. Moved from pre-selected seats after falsely claiming seat was broken on the DEL-EWR. Had to pay for drinks at the lounge. Apology, but no compensation.
    3. Award booking to Tabriz, Iran at the last minute. No compensation for losses incurred. Eventually 7000 miles were added to my MP account.
    4. 1st leg of award flight to ALG canceled few hours before departure, effectively canceling the trip. But took me 9+ hours of being on hold on the phone to have my miles redeposited and taxes and fees refunded.
    5. Paid transcontinental flight in economy. Arrived 45 minutes before flight departure after having completed web-checkin earlier. Was rudely lectured by UA agent that I should have arrived 2 hours ahead of departure. He agreed to accept my pre-paid checked bag only after marking the tag as late. The outbound flight was uneventful, but the bag arrived on a different flight, and not on the one was on.

    I am now waiting to see if adventures await me on the return leg.
    In view of the OP comments, and my experiences, it would really be a good thing for United to live up to its claim of Friendly Skies and seriously impress the need for pleasant behavior on the part of its customer facing employees more as standard rather than as exceptions.

  41. United is a joke!
    The few times in flew with them, nothing but issues.
    I tried to give them the benefit of the doubt, and they successfully failed each time.

  42. Someone needs to fact check him. As others mentioned, check out his Twitter. It’s constant complaining.

  43. There are 3 sides to every story, not 2

    I didn’t need to evaluate his look-at-me-daddy twitter or verify ticket prices on United’s website

    His name and disclosure of paying $23,000 for anything as perishable as an airline flight tells me some this is wrong with him & his story.

    And I have special needs children as well

  44. Typical Indian lying their asses off to take advantage this absolutely did not happen I was on that flight and they were offered an aisle chair. They wanted their own in the plane to not have to wait for it. And it does not fit on the plane

  45. Having worked the India flights. There is much, much more to this story. Not buying it.

  46. From many of the comments that appear above, There appears to be a general bias against people (both Adults and Children) from India about complaints, indiscipline, I have come across children of all color, race and countries behaving in the same manner. The proportion of Indian families traveling in business class seems to be slightly more compare to others. This extends to the number of children of Indian origin to be more. So passengers conclude that Indian children are unruly. The airlines need to train FAs to be able to handle such situations. It is unfortunate and unfair to blame Indians. Seems to be a clear display of color bias against India. It may help if US based airlines reduce their service to and from India. Indians on the other hand should travel by non- US airlines. Airlines from EU, Middle east, South Asia including Air India are more professional, tolerant and better service providers.

  47. This reminds me of an old joke:
    Mr. Basu is riding in a crowded public bus. Suddenly he turns around to the man behind him and yells:
    ” How dare you push me? How dare you push me?”
    The man behind me goes: ” I’m so sorry, I didn’t mean to!”
    Mr.Basu continues his tirade: ” what if I had fallen!?! What if I had fallen!?!”
    Man: ” I’m so sorry!”
    Mr. Basu: ” what if I had hit my head??! What if I had hit my head??!!”
    Man: ” I’m really so sorry!”
    Mr. Basu: ” what if I had died?!?! What if I had died?!?!”
    Man: ” but sir, I didn’t even push you!”
    Mr. Basu: ” but what if you had pushed me!?!”

  48. My 2 boys were almost never a problem in public. People would come to my table at restaurants telling me how exceptional they were. On trips I loaded up on kid snacks, coloring books, regular books, small toys, etc. Today you have electronic devices. I think the parents did not prepare very well.

    They needed to see that mom and dad were at least trying. I’m not hearing that they did anything. Other people paid $23,000 , too. Imagine their experience.

    Pick another way to travel where the child has a room on a cruise, or by car.

    Honestly, we in coach would’ve helped you.

  49. I sympathize with the parents and the other passengers who also paid large ticket price to be there. It’s a long hauler, and many, including some people with medical conditions, may have needed to rest up. Absolutely there’s no way to cast a definitive opinion on this case. I would just say that either parties demanding the absolute position will create a problem that may not so easily solvable.

  50. “A few squeals and laughs…” says the parent trying to downplay the noise. Translation: Horrific Piercing Shrieking and Screaming to everyone else who doesn’t think the “few squeals and laughs” are just the most precious and adorable thing ever. No not everyone wants to hear that. Regardless, I’m sure it was an unpleasant situation for likely everyone who had to endure the stream of screaming and noise and perhaps the parents as well. He states how he paid such a high price, but doesn’t realize that others pay as well? Are they not entitled to a peaceful journey? What if the roles were turned and he was traveling alone and there was a special needs adult who kept doing the same thing? Would he feel the same way? Would he feel it acceptable to have an adult with special needs scream, squeal, grunt, and make noise the entire flight?

    I personally don’t think the flight attendant was out of line asking them to pay attention to the child and try to calm it down. Many parents these days just a take an approach of ignoring them. They’ll just “drown the noise out…”. It’s quite inconsiderate to everyone around them. The fact that they were called out about it is just flat out good. I think it’s about time flight crew feel empowered enough to call out these parents who just let their kids scream, squeal, and make constant noise while they just ignore them. Good for the inflight crew to call them out.

  51. Air India used to be one of the airlines that was sort of notorious for treating Indian families/children on the long-haul flights worse than European and European-Americans on the trips; and it wasn’t just the in-air treatment that was different, as it would also happen on the ground at check-in. That was a part of why many Indian families migrated to flying US and European carriers on trips between India and the US but then sometimes would find out there was also some of the same kind of bias in play too.

    Given India and China seem to be on a course to regain their relative economic strength on the global stage that was had by them before the age of European colonization hit them, expect more complaints about “the other”/“them” to be a sign of the times of changing dynamics and people uneasy with such change.

  52. I M sympathies. we flewwith an infant and two other children,
    one a toddler of two and a half . The children
    meals had been loaded the meal served was not
    appropriate for them. The baby bassinet was also not
    available. We got no help but much criticism when the children cried OR were playing. No apology was forthcoming and it goes without saying no offer of compensation.

  53. The flight attendant can’t do shit. Just ignore the. And go back to taking care of your child.

  54. Based on her history and this she sounds like a 100% Karen. When she wines so much because it is every one else fault the you know that silver spoon is so far stuck up her that anything she says I will not believe. Cry wolf

  55. There are 3 sides to every story, not 2

    I didn’t need to evaluate his look-at-me-daddy twitter or verify ticket prices on United’s website

    His name and disclosure of paying $23,000 for anything as perishable as an airline flight tells me some this is wrong with him & his story.

    And I have special needs children as well

  56. It is difficult enough to travel with children. The job of the flight attendant is to try to HELP the passengers, not degrade them. The flight attendant should have asked the parents what they could do to help (i.e, search for snacks), as the parents know their child best. I am appalled that a United (the absolute best, in my opinion) employee would be so uncaring.

  57. A special needs child. On a long flight. I wonder whether either parent consulted the child’s physician about a sedative or other med to ease the child’s experience on board the airplane. Alerting United to the fact that they would be traveling with a special needs child doesn’t absolve the parents of their responsibility for the care of their child. The information we’re given indicates that the parents did not do as much as they could to ease the child’s problems.
    The FA may well have failed Courtesy 101, but the duo with the “special needs” child weren’t the only passengers in business class.
    If I were giving low marks for poor coping ability, I’d award the lowest marks to the child’s mother. She evidently failed to get from the child’s physician a med to ease the child’s trip, and she failed to prepare a snack for the child. She’s the child’s primary caregiver. She’s responsible for seeing that the child’s needs are met. United’s FA might have done a better job, but the airline’s business is flying passengers and cargo, not baby sitting children with special needs.

  58. So a special needs child is chastised for sleeping most of the flight, while other children are being noisy. And when he his awake and squawks once or twice is treated poorly by airline employees. This is outrageous.

  59. My name is not important, but I will say this, I am a diabectic who had to get on an early flight for work. I was flying united and explained to the female flight attendant that I had not had anything to eat. I was a diabectic and my sugar was low. I ask her for some crackers or whatever she could give me and some juice. She gave me a snotty look and told me “they” did not do those kinds of things! I almost passed out from my blood sugar level and her rudeness both! I said I normally fly Delta and they would have accommodated me. She said again in a snotty voice, we are not Delta! I said obviously and kept my mouth shut the rest of the flight. I have never been treated so poorly on and airline! I will never fly United again!!! I will add that I was given the flight ticket by my job, had slept in a hotel the night before my flight and was not able to get anything from the hotel or when I got to the airport because there was not time. The shuttle dropped me off late so I had to go directly to the gate… What happened to people being caring and decent!?

  60. There are always at least two sides to every story. I suspect the child was making more noise than Mr. I Paid $23k For My Ticket claims. Sounds like six of one and half a dozen of the other.

  61. I remember a time when flight attendants would stop and help care for a child …. Oh wait… that was a time when compassion was taught . United has become a crap basket . Oh … and other passengers would also help . This sad folks … very very sad .

  62. I have no children by choice. But even I know that you don’t go anywhere with a child without FOOD for any child, regardless of their specialness. What a bunch of BS.

  63. Can’t fault the mother. Airlines forgot the meals. Remember the airline screwed up.

  64. If your kid can’t/isn’t old enough to keep quiet on a plane, then they shouldn’t be on a plane. I certainly would be pissed to be awoken in the middle in the middle of the night after paying money for business class! The kid isn’t doing business…should not be allowed in business class at all!

  65. That Twitter account is filled to the brim of nothing but complaints. This person is either A) the most unlucky person ever when meeting anyone in any service position or
    B) not telling the truth and is likely the problem. Occams Razor tells me it’s the latter.

  66. It’s never ok to have loud children on an airplane in either cabin. Parents who bring small children onto a plane are selfish – what they are doing is both bad for their child and bad for everyone around them. If you have a child, plan for road-trips only (or flying private) for the first few years if you aren’t a completely inconsiderate person.

  67. I’m so sick of entitled parents and their “special needs’ children. Just an excuse for poor behavior and bad parenting.
    Maybe these parents could have had their “untouchable caste” servant handle the misbehaving child.

  68. @ Paran

    Air India is a good choice for parents as the flight is often full of loud children. Certain Indians of business acumen (you know who I mean) do complain and seek advantage. It’s cultural (see Lucian Pye) so you deal with it. Just like dealing with the American who lands, demands his contract be signed, and expects to be out the next day.

  69. Carrying meals for kids or special kids is part of parental responsibility. There can be one off failure of FA, but a 15 hour flight stresses everyone out. Business Class passengers do demand better service especially if they are paying 6 times the economy fare, hence the blame is on all sides. There is a certain level of expectation but a flight attendant is not a personal nanny. I have flown United for last 15 years and I am overall happy with their service, considering I have taken business class tickets on Air India, Lufthansa & United on this very sector. I think United serves its passengers well! Long distance travels are stressful on every one!

  70. This being ViewFromTheWing, I don’t think the FA was wrong to request the parents keep their kid quiet. This being VFTW, I don’t think the airline gets off scott free on not providing the child his mother’s requested meal.

    Special kids need special help, but that’s not on either the airline nor everyone else in F/J/W either. It is 100% the parents’ job, and they failed to plan ahead by bringing food, entertainment, and ensuring the other passengers could enjoy their $23,000 ticket (lol) as well. That applies whether the kid is special needs, on the spectrum, wheelchair bound, or not.

    Was the ticket $23K? No. But even if it had been, the family inconvenienced everyone else in that same section paying their $23K (lol).

    Were kids crying and screaming in Y/E? Don’t know don’t care, that’s “what aboutism” and in no way changes what this family did or did not do.

    Was the airline at fault – for not having the kid’s food boarded yes. For everything else no. That’s my view from the comfort of a business-class TA seat. Those sitting out on the wing can opine as to their View from that Wing.

  71. Yeah, I call BS. I’ve been around “special needs” children and toddlers on flights. IME, if their caregiver makes any effort at calming them or paying attention to them, things go OK. Otherwise, it’s definitely NOT “A few squeals and laughs”. It’s a lot woese than that.

    The other passengers paid to be there too. Parents OWE other passengers their best effort to control their children. These parents failed.

  72. I fly LHR-BOM regularly in F and J (just landed in BOM today ironically) and have notice some of the wealthy parents on this sector don’t quite know how to manage their own kids. I couldn’t put my finger on it at first but after spending a lot of time in India, I think it could be down to the fact that many will have round the clock childcare. In UK a full time, live in nanny is only for the realm of wealthy families where as in India, my colleagues all have excellent childcare. If they don’t, many have their parents live with them helping with day to day. They are amazed at how little child support we have! Imagine if you are used to round the clock childcare, and then go on a long flight without the help, I’m sure it takes a lot of parents by suprise just how stressful it can be. Had a long flight back from India via Dubai with a cute but spoilt 2/3 year old and the mother just plopped him in his business class seat and mentally checked out to enjoy the service – half expecting the crew to look after him (other thing with India, service is next level – best in the world so cabin crew can be often mistaken as servants). Crew were not impressed nor were the other passengers! Never seen anything like it! Turns out when we landed they had their nanny sitting back in economy!

  73. I wish the Emirates FAs had done this on my last Business class flight 17 hours Auckland to Dubai with a screaming baby. What’s the point of paying for a bed if you are unable to use it. Keep young children out of premium cabins

  74. There is no way I would take my special needs child on a 16 hour flight. Yes itvwas great the child slept 9 hours. (My special needs child sleeps 3 to 4 hours a night)
    However there is nothing you can do on a 16 hour flight to keep a special needs child satisfied or fascinated. That goes for any child really.
    Why would the Mom not have several selections of snacks and food with her also? I mean is the child even going to eat an airplane meal?
    I’m sure this was a bad situation for all parties. Each attendant should have special training to deal with special needs children.
    If the company does not want to deal with complaints they need to specify that special needs children are not allowed on long flights unless parents can keep them occupied.

  75. I was curious enough to check the father’s twitter feed after seeing 3 separate posters complaining about his “constant”, “filled to the brim”, “complaining” on twitter and demanding that he be “fact-checked.”

    It’s the posters here who need to be fact-checked. There is exactly one other post to his twitter account in the past year (about his 74-year old mother being obligated to travel in oppressive heat to the Kolkatta police station to re-show original docs just to renew her passport).

    The last time he posted a complaint about a personal experience was Jul 20 2021. Before that Feb 24 2019. That’s constant complaining??? Who leads such a charmed life that they have no legitimate complaints for 2+ years? Do some posters here really have nothing better to do than to invoke dubious pretenses to mock and disparage a stranger who had a bad experience?

  76. It was not the FA responsibility to baby sit the child. Was it the airlines fault for not having the child’s meal? Yes. But what responsible parent takes their child somewhere for over 16 hours and does not pack snacks? It was nice that the child slept for 9 hours however, others passengers who also paid a pretty penny for their tickets deserve to have a peaceful and comfortable flight and should not have to be exposed to a child’s screams. You always rather hear laughter than to screams but should not have to be awakened to them in the middle of your flight. Parents should consider all other travel options before flying with young children. If they have no other option at least be prepared. Bring your child’s favorite foods, snacks, toy, and entertainment.

  77. I would have kicked the kid in the face. Glad these people got ripped off. A toddler in business class? No way . I would have walked off before the door closed and booked another flight.

  78. How dare the flight attendant this airline needs training in special needs this is discrimination at its finest I work with special needs and I am disgusted, mad, furious and deeply saddened for the child to be treated with discrimination at the age of 3 no compassion only ignorance

  79. Two parents who can’t and won’t control their child. Typical.

    I used to work in a waxing salon and would observe how Indian and non-Indian clients handled their children. The Indian mothers would come in with their children, which we highly discouraged. While I was working on the client they would allow their children to wander around my wax room, grab scissors and tweezers (which are expensive and sharp), and even try to touch the hot wax pot. Especially with the boys, they never want to tell them no. I would wait for the mother to react or do something and they would do nothing. When the child almost touched the hot wax pot I said, “No, please don’t touch that. It’s hot.” The mother got up when I was done working on her, and went to my boss and said that I was being rude to her two year old. She literally wanted him to fire me, because I prevented her child from being injured. He wrote me up just to please her.

    Non-Indian mothers either would have their babies in a stroller, hold them, or not bring them.

    I am not buying into this story. The flight attendant should tell her side. These parents need to take responsibility of their child along with their poor parenting skills, and stop trying to get this flight attendant reprimanded. Will firing her REALLY solve your poor parenting issues? Probably not.

  80. That’s why, I ALWAYS travel with headphones #1 it keeps people from talking to me #2 it keeps me from hearing unnerving sounds.
    I protect my own peace. I try to not complain, if I can help myself I prepare in advance. I hope they can travel easier in the future. And he could’ve had a private plane for that amount of money, good grief.

  81. People People some of you complaining about baby crying in plane ,you all should be a shame, if the baby want to cry let him cry. That’s a baby, we all was baby once in our lifetime..what you all should be doing is asking God for journeying mercy to keep you all safe on that plane and bring you all safe and sound home.. stop it .life is short, it’s not about who in first class or who in other sections..when you are traveling stop complaining and instead THANKING GOD THE GIVER OF LIFE..

  82. What about everyone else in business case that paid a full fair ticket? You have a special needs child, that is your problem, not everyone else’s. Don’t make your problems my problems. Children shouldn’t be allowed in business case anyways.

  83. I just flew United and they had the best airline customer service I’ve had in a long time. Judging from all his complaints, it’s hard to fully believe “his side” of this story. Sounds like he’s hard to please no matter how much people try to help him. Flying with children on a 2 hr flight requires a bag full of snacks and toys to keep them occupied so I would think a 16 hr flight would require a lot more planning by the parents. FA’s have taken many children for walks on flights when they’re fussy and it usually works, so instead of bashing her for trying to help, appreciate the fact that she was trying to take some stress off of you while also trying to make the other PAYING customers happy. They’re not the only one paying that much for their tickets so people shouldn’t have to deal with your child for half their flight. Not everyone can handle a crying or irritated child for a long period of time.

  84. This is unacceptable for an airline to treat a family with a special needs child. They’re innocent children that were born this way. What happened to compassion in this world. I’m surprised they didn’t kick these people off the flight. Might as well. If I had a special needs child and was treated this way, no telling what I would have done to this flight attendant or any other passenger that was looking or saying anything to me. People think these flights are just for them only and no one else. I would dare anybody to say anything to me, I would be in jail. Next time you wanna complain, put your sorry ass in their position.

  85. Re: The statement, “seeing a kid in Business class is like finding a bug in your salad’ is a very stupid and irresponsible and reeks of racism. It seems Really Real is referring to His/her kid. The Basu family was Not traveling free, they had paid about $23000 and they expected professional and civilized service from United FA which they did not get, possibly due to incompetent and Racist United FA. This FA should be fired.

  86. 1. Sure the guy might seem like a complainer but if he is the father of a special needs person, chances are his bad experiences describe the kind of treatment special needs families get. Maybe not all but could be a good percentage. Also people who pay big bucks want their money’s worth. There are people complaining about getting less fries at McDonald’s! Lol!
    2. Generalizing Indian kids – this is just lame.
    I used to take my kids to gymnastics class where there was a woman with bunch of kids in the waiting/ viewing room. She wasn’t attentive to even 1 of them. Had a newborn in stroller who kept wailing all the time and all she said was “Tch tch what is it with you now?” Agreed it wasn’t a business class journey but it was a weekly ordeal for everyone else in the room.

    Irrespective of race, smart kids are usually quite talkative, interactive & busy toddlers. Most of these kids become quiet by the age of 5 or 6.
    A lot of Indian kids are smart so maybe they seem more disruptive.
    What’s more annoying is finding a 2+ year child with a binky & sometimes to make matters greattt they even stick a toddler tablet in their hand. Take either of those away and the child screams like banshee. Don’t know why they try to take it out either when they are the ones who cultivated that habit.

    Only one wrong here is United Airlines. If you care so much about your business class people then you should about this family too, implicitly. If you can’t then don’t allow booking ticket for anyone under the age of 12 in business class. They can’t have it both ways.

    People hung up on ticket price need to get out more. 23k for 3 in business class on long international flight shouldn’t come as surprise. He should have said tickets but it’s common sense that it’s not price per person.

  87. Professional complainer. Actually I feel sorry for the flight attendant and customer service staff who dealt with them.

  88. What is wrong with people, now you can’t get on the plane with kids. Children are unpredictable, you plan everything out before you get on the plane, and sometimes dealing with them doesn’t go as planned, lol. I use to travel with my son, and it was a challenge, so I do understand and sympathize with the parents. I’m sick of grown ass adults getting their panties in a bunch about kids on the plan, invest in some good earplugs. LMAO!!

  89. I did not witness what happened, and so I will refrain from commenting on the incident. But I have been treated rudely by United FAs. That’s why I don’t recommend flying with them.
    Frankly, I’d rather be served by a non-discriminatory, impartial, efficient and cost-effective robot than a human that does not treat people with dignity and respect.
    The good news is that that day is fast approaching when AI and robots will rescue us from all sorts of rude service providers!

  90. @Yours Truly, I have flown United in Polaris and while the FAs were not rude, they weren’t exactly friendly or welcoming. The service was okay but not spectacular compared to other airlines’ business class product.

    I agree with you on the AI product! I would even say that AI can be programmed to be nice, courteous, efficient, and anticipatory of customer needs. Sign me up for that.

  91. What you Gary Leff (the writer) have wrong is that nobody, particularly not a flight attendant should be asking parents to calm their children. They should ask what can they do to help children feel more comfortable. Long flights suck for adults, we feel tired and frustrated, more so a child. People seem to forget children are people too, not pets, and also (depending on age), they paid a full price ticket too.

  92. I flew United from Switzerland to Newark with my daughter. My daughter was body search before boarding the plane. I ask why, nobody had an answer. I find out from one of the airport employees that because we visited Austria(dope city). The food was terrible, a couple of the flight attendants weren’t nice.
    It was my first time flying United, all that left a bad taste in my mouth.
    They are bad workers all over, some are worse than others.
    I asked my travel agent never to pick United for my flights . We are customers, we should be be treated fairly, and we courtesy. We don’t fly, airlines don’t make money.

  93. Are there ANY kids, anywhere, who aren’t special needs…or something else…. nowadays?????????

  94. United Air Lines is the WORST when it comes to specual needs, period. They Forgot my elderly grandmother for a flight one time, then made her feel like it was her fault, despitw us having set up well in advance, and tripple checking that ahe required asdistance much like a minor travelong alone. And a few years later we gave them another shot traveling with our 2 Austistic children, concidentaly for the same grandmothers funeral, and they were absolutly horrible, so much so that we paid extra to change airlines to go home. And in both situatuations customer service did absolutley nothing to compensate. They will never get our familys business again.

  95. Sorry, but if there are issues with passengers prior to boarding please consider ALL the other passengers that have to tolerate that.
    Hundreds of people in a tube for hours.
    Either take a road trip or a private flight.
    Maybe the airlines could possibly start booking flights for parents with small children and “special needs” people

  96. A quick on-line search for the best US airline will tell you that DELTA is at the top! Here’s why:
    There are two simple and logical rules for finding good service in the skies: One is the performance of the company stock; the other is whether their FAs are unionized.
    To that end, DELTA has some of the best FAs. No surprise that unlike United’s FAs, DELTA’s FAs are not “unionized.”
    As for their stock price, over the past five years, DELTA beat UNITED by a factor of about 2!
    The proof is in the pudding!

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