The media's excessive coverage of unruly passenger incidents is designed to create a narrative of raving unmasked passengers attacking crews. Passengers, most likely Trump supporters the media hints, refuse to obey mask instructions. The reporting paints a picture of embattled airline crews under siege.
The news coverage exaggerates the situation, ignoring pesky facts that get in the way of media indoctrination.
As of September 28, the Federal Aviation Administration (FAA) reports year-to-date there have been 4,498 of what they term as "unruly passenger" incidents. Of those, 3,274 have involved mask-related violations, about 72% of the total. The incidents are the highest since tracking began in 1995.
Taken at face value, the statistics are alarming. There have been reports of passengers duct taped to airline seats; crew members being assaulted; and, brawls between airline customers. Rampant rage in the sky, the headlines scream. As always, the media never adds any perspective.
Most folks will be surprised to learn the incidents represent .0109% of the 41 million flights recorded since January 1. That means there are 10 episodes per 100,000 flights. For perspective, there are 906 passenger complaints per 100,000 flights.
Even one ugly encounter is one too many. However, there is no epidemic of cabin chaos. The media coverage focuses on the mask incidents to support continuing government mandates, while casting the few violators as a majority of passengers. However, there are reasons passengers might feel agitated.
A new Department of Transportation (DOT) report on July performance metrics released September 24 sheds light on airline customers' frustration. The latest figures reveal a host of airline snafus that understandably stoke passenger angst. Here is a summary of the DOT report for July:
- Flight cancellations increased 11%, the highest in months.
- On time arrival rates fell to 73.4%, compared to 90.5% for the same month last year.
- Tarmac delays of more than three hours were 39 times the rate in 2020.
- The mishandled baggage rate of 5.9 per 1,000 check bags rose from 3.24 last year.
- Mishandled wheelchairs and scooters was 1.42%, compared to 1.17% in 2020.
- Bumping or over sales on airlines eclipsed the 2020 rate.
- Complaints about treatment of disabled passengers were nearly three times those in 2020.
- Customer complaints to DOT about airline service and crews soared 21%.
Even those numbers fall short of describing the deteriorating situation. Southwest Airlines delayed 1,300 flights and cancelled 500 in a single afternoon after a data system outage. Another Southwest outage delayed 1,415 flights in less than 12 hours. Some passengers were forced to sleep in airports.
United Airlines was hit with the largest fine in airline history last month, $1.9 million. The DOT cited United for allowing tarmac delays exceeding three hours on 20 domestic flights and five international flights, impacting 3,218 passengers. Think those customers were in a foul mood?
The record fine and statistics confirm: Airline travel today is a lousy experience. Delays and cancellations fuel passenger anger. Cabin crews, forced by airlines to police the mask mandate, are surly and overbearing. This creates a toxic atmosphere of crabby crews and discontented customers.
Part of the issue is that major airlines furloughed thousands of employees "due to the pandemic" last year. When vaccines made travel safer, Americans began flying again in large numbers. The airlines are having trouble filling jobs, especially in customer reservations and for cabin attendants.
The nation's largest carrier American Airlines furloughed more than 31,000 employees during the pandemic. Many of those jobs remain unfilled. Overall, the number of full-time employees are down 63% since March of last year, according to the Bureau of Transportation Statistics.
Airlines have fewer employees during a resurgence of air travel. During July, the number of flights operated by airlines skyrocketed 65% compared to the same period a year ago. The result is increasing numbers of flight attendants and crews are working more overtime to keep up with demand.
The confluence of overworked crews, declining airline performance and dissatisfied customers generates the perfect storm. Airlines management deserves a large share of the blame for the flying experience. The default airline position is to blame the pandemic for their mismanagement.
The airlines' decision to turn flight attendants into mask police was poorly thought out. It is a prescription for tensions between attendants and the passengers they are supposed to serve. Air marshals or airline security personnel should be the ones to enforce the mask mandates.
Since January, your writer has traveled on a dozen flights, enduring cancellations, tarmac delays, and numerous flight delays. Most airline agents, crew members and reservation personnel that I have encountered have been discourteous and testy. They view customers as irritants.
In the latest incident, after spending seven hours in airports and on an airplane, the final leg of my journey the passengers were greeted by this announcement from the captain: "Because of the long day experienced by the cabin crew, there will be no service on this flight."
What about the passengers who have endured hours waiting on the flight that was twice delayed? It had been a long day for us too. But in this era "due to the pandemic" is viewed as a legitimate excuse for poor customer service. That is little comfort for paying customers who expect more.
And while we are on this subject, the annoying, repeated reminder by the crew about FAA regulations on masks creates animosity. When passengers exit the airplane, the first voice the hear is some pretentious mayor demanding everyone mask up. Over and over again. This is Orwellian.
Elites argue the Great Unwashed will ignore the law and lower their mask if not regularly prompted. The overwhelming majority abide by the instructions. On my flights, I have observed a handful of passengers, dipping their masks below their chins. Most were 18-30 years old.
On occasion elderly passengers, obviously experiencing breathing issues, lower their masks to gulp air. These Americans are not used to continuously wearing a mask for 5 hours or more. Masking on airlines may make some feel safer, but passengers are shoehorned into the cabin, with no social distancing.
This is not an anti-mask rant. Those are first-hand observations.
Instead of ending on a sour note, I'd like to single out a strapping Southwest Airline captain who stepped into the cabin after boarding was complete and grabbed the microphone. His message, as I best recall, can be summarized thusly:
"Ladies and gentlemen, welcome aboard. I have flown Navy fighter planes and landed them on a carrier in a heaving sea at night during my military career. You can feel assured I will get your safely to your destination. Our country sometimes feels divided, but all of us today are going to be kind, courteous and respectful to each other. Together we are going to have a great flight."
The cabin erupted in applause. Airlines need more captains and crews who rally passenger morale in difficult times. Haranguing customers does not engender cooperation or promote tranquility. Being on time and not cancelling flights makes for happy customers.
Memo to Airlines: Make air travel fun again.
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