Ned wears a neck brace when he flies, not because he’s injured or disabled, but because he prefers it to one of those floofy neck pillows. This didn’t sit well with a Delta flight attendant who was intent on keeping disabled-looking folks out of the emergency exit aisle. The attendant wouldn’t leave Ned alone, even after Ned demonstrated his range of mobility and explained that the brace was from a minor car accident thirty-three years ago. Ned managed to hold onto his seat after a chat with the senior flight attendant, but the original flight attendant later came back, “got in [Ned's] face ñ literally, just inches away” and complained that Ned had “bucked his authority.”
Ned writes:
In early January, 2008, I was traveling via Delta Airlines from my home base in Las Vegas to Atlanta, connecting to Washington DC, where I was going to stage a new-book launch at the National Press Club. My seat was in the emergency exit row ñ at my request, because of the extra leg room ñ and after I took my seat, I put on a soft-collar neck brace, which I use in lieu of a pillow to support my head while in flight. Like most airlines, Delta’s seats seem to have been designed by Torquemada, and anything that adds to my comfort is a plus.
When a flight steward saw this, he informed me that I’d need to change seats, as someone with a handicap could not sit in the exit row. I’m not handicapped ñ this neck brace stems from being rear-ended in ’76, and I keep it around for flying and not much else. I explained this to the steward in reasonable terms, even taking it off and demonstrating my neck mobility. However, he was on a mission from God to purge the flight from evil handicapped men in emergency exit row seats, and would not be calmed. That the plane was full and the flight was long both motivated me to want to hang on to my aisle seat. After listening to this “gentleman” for way too long, I asked to speak to the senior flight attendant. Unlike this cretin, she was reasonable ñ I explained to her my situation and choice, demonstrated my mobility ñ and she told me to stay in my seat, but wait until after take-off to put the neck brace back on. She was so reasonable that I was glad to comply.
After take-off ñ in fact, I waited until we could all turn on our electronic devices again ñ I put my neck brace back on. A couple of hours later, during the in-flight movie that I was watching (at $5), the steward came back, manhandling the drink cart. When he saw me with the neck brace on, he went ballistic. He got in my face ñ literally, just inches away, and I thought I’d need an umbrella to avoid the spittle. He was furious that I had bucked his ëauthority.’ I tried to explain to him that I’d gotten his boss’s permission, and that he should back off, or at least check with her before he broke a blood vessel. That didn’t seem to please him, but he finally backed off after threatening me with unspecified dire results. Under my breath, I mumbled “son of a bitch” ñ and meant it ñ but even though he didn’t hear it, he figured out that it wasn’t flattering, and really went thermonuclear. He demanded to know what I said, and I informed him that it was none of his business.
Well, it took me about 45 minutes to get my blood pressure back down from low earth orbit, but eventually I calmed down and “enjoyed” the rest of the flight. As I was getting off the airplane in Atlanta, this guy avoided my gaze, but with a smirk. Moments later, I found out why when I was accosted by an “official” looking middle-aged woman with an official red blazer, a clipboard and an attitude. She said something like, “I understand there was a problem on the plane Ö” Since I was intent on making my connection (also with Delta) and because I’d just about had it with power-crazed minions who should have been treating me like a customer instead of a problem, I chose an unusual approach.
“Yes,” I said, “and I hadn’t intended to report it ñ I figured I’d just let it go ñ but since you brought it up, I’d like to file a complaint against that flight attendant who treated me so rudely.” I briefly described the nature of my complaint, and kept pressing her to give me the complaint form and get the name of the flight attendant, as I wanted to take this to the top. Suddenly, she got an emergency phone call and had to depart the scene. It clearly hadn’t gone the way she’d expected.
Especially since 9/11, there have been a small but annoying cadre of airline people who think they have real power over passengers ñ that they can use the threat of booting someone off the plane (or worse) to enforce things that are way beyond their rights. This isn’t the first (or the last) time I’ve been hassled on airplanes or at gates, and it isn’t the worst case, either, but it was the only time when I’d figured out a way of deflecting the problem. I thought others might want to consider the same approach ñ instead of submitting meekly, complain ABOUT them to proper airline authorities, putting them (and the system) on the defensive.
(Photo: bixentro)
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Read my comment about the FAA—it DOES make him ineligble. I’ve seen people request a wheelchair or a golf cart because they don’t know their way around the airport and figure they don’t have the energy to run.—–this makes you ineligble also. And with limited time to board, secure cabin, etc, etc….Do you all really want us to delay the flight while I explain this dribble to any/and every one who wants to know why HE can sit there or that his neck brace is really a pillow? I know that much of the flying public views us as skywaiters/ waitresses, but we are safety pros 1st.
@Barbara Campbell:
Please provide a citation to the FAA regulation that makes a person who merely looks disabled ineligible to sit in an emergency exit row.
@Esquire99: Please provide a citation to the Consumerist rules of use where it says douchebag comments like yours are to be tolerated as anything less than the drivel of a total wanker. Sure the steward was a power crazed whack job, but the OP should have just moved in the first place if his damned neck comfort was so important to him.
@Barbara Campbell: I agree with you 100%. I have several friends who were/are flight attendents and its amazing some of the stories they’ve relayed about what goes on during flights.
@Kevin McDonald:
So you have no problem with some random commenter making an assertion as to the content of a law/regulation without being expected to back it up with the text of the regulation? She’s making a very strong point that this wasn’t merely Delta being a bunch of assholes, but that they were enforcing an FAA regulation. I’m curious as to what regulation that is, or whether it’s simply “I’m a FA, so whatever I say about the FAA rules is true. The reason I know about the rules is because someone who knows someone who knows someone who might have read the rules told me so.” My suspicion is that it’s the latter, and that Barbara actually has no idea whether there truly is such a regulation, and she’s basically making it up as she goes along.
Prove me wrong.
@Esquire99: [www.faa.gov]
Read my other post—–Shall we delay the flight while I explain this to other passengers, why HE can sit there? Or because I am having him pass a PE class? Kevin, there are MANY things I can get fined for—I don’t need to “make it up as I go along”—a missing page in my FA manual, an unapproved carseat. A rollerbag thaT someone shoved under a seat that is too big to be there. Someone who appears to be disabled in an exit row. BTW you can NOT sit in an exit row if you have your children with you—even if Mom is sitting with the kids. The pets can’t sit up there with you either..
I am on a mission to get the verbage from the FAA, and I will post it. I truly love my job —I just don’t always love the people that want to make simple stuff more difficult. Here’s rthe FAA link
@Barbara Campbell: But your link proves that he was allowed to sit in the seat. He demonstrated that he was “physically capable and willing to perform emergency actions when seated in emergency or exit rows.” HE DEMONSTRATED IT.
The fact that you can get fined has nothing to do with the fact that he was 100% not handicapped and had the right to remain in his seat. I just can’t figure out what your problem with his story is. Yes there are lots of bad passengers, and I feel bad for flight attendants just like I feel bad for anyone in a customer service position. But a demonstration of “non-handicappedness” is more than enough. What about the people with potential issues that aren’t visible? Asthma. Early stages of MS. Blood sugar problems. Anxiety. Low IQ. Unless you are going to require a full physical and psychological workup for anyone sitting in those seats, a demonstration of ability should be more than enough.
I really don’t understand all these comments.
@Barbara Campbell:
Good luck on your search; I suspect you won’t find it. Looking disabled != being disabled. You truly believe that a guy who looks disabled, who has not only explained that he isn’t but also visibly demonstrated that he is not, is unfit to sit in your cherished exit row? I will truly be shocked, awed, dumbfounded, if you can provide any sort of proof that merely allowing someone who APPEARS injured/disabled to sit in an exit row, particularly after they have proven to a reasonable degree of certainty that they are NOT injured/disabled is a violation of a rule. In fact, if you can offer such proof, and I mean PROOF as in a citation to an FAA regulation (not just a Delta rule), I will apologize stop commenting on this site permanently.
@Barbara Campbell:
I apologize. Due to the position of the link within your comment, I missed it the first time. Now I’ll address it:
First off, Karita is right; that link basically proves you wrong. Second, that isn’t even remotely official. That’s a dumbed-down distillation of the real FAA regulation. I want a citation to the ACTUAL FAA regulation. You’re supposedly a LEAD FLIGHT ATTENDANT. I’m a bit worried that you’re unable to actually figure out what the real rules are. This is the problem with people who are in, forgive me, low-level enforcement jobs. They “just know” what the rules are and enforce them that way. The real rules be damned; if the FA, TSA Agent, rent-a-cop KNOWS that the rule is X, it makes no difference what the rule actually is.
@Barbara Campbell: none of the other passengers asked if he can sit there. And heres how you explain it.
“I checked, he doesnt have a hurt neck. He just uses that because its comfortable”.
I think most reasonable people would get it. Unless they were super anal.
@Barbara Campbell: I’m curious, can you be fined for a guy slipping on dark sun glasses in an exit row? After all he would _look_ like a blind person.
@etla: Indeed. Or say I am limping because I banged my leg upon boarding the plane, and have a pretty significant charley horse. It is not at all permanent, but I would have the appearance of being disabled. Or at least impaired.
@Kevin McDonald: how was that a douchebag comment? The OP has no medical condition except for a past hurt neck which doesnt affect him. Please, cite the FAA regulation that says you cant look disabled or use a medical level comfort device, regardless of your actual health, in the emergency row. What if this guy had one of those hard back boards people use in their car? can he sit there then.
you guys are ridiculous. I am sure flight attendents have good stories, but so do passengers. This FA was out of line.
@Barbara Campbell: Read my comment about the senior FA saying all is well, until the douchbag FA spit in his face.
[www.faa.gov] The information requested by KMcdonald is on page 4
@Barbara Campbell:
Well, you’ve gone and proven yourself wrong again, this time in a more official manner. You still have yet to cite to the actual regulation (that’s merely an inspectors manual), but it does a sufficient job of quoting a number of rules that clearly prove you wrong. Here’s the qualifying verbiage that preceeds each function that needs to be performed:
“personnel prohibit a passenger from occupying an exit seat if the certificate holder determines that the person lacks sufficient mobility, strength, or dexterity in both
arms and hands, and both legs to [insert emergency activity here].”
Nowhere in that language does it say “looks like they might lack…” or “rode in a golf cart to the gate.” It simply requires that a person be prohibited from sitting in an exit row if the “certificate holder” (read: the airline) has determined that the person lacks the predefined qualities. The FAA doesn’t say that merely appearing injured or disabled is disqualifying. However, I suspect that won’t change your mind that the guy was unfit to sit in the row because he was wearing a brace, notwithstanding the fact that no reasonable person could say, after his mobility demonstration, that he lacked sufficient mobility, strength or dexterity to perform the required tasks.
The info STARTS on page 4—-keep reading —you’ll see my point… Have a good night all
@Barbara Campbell: I just read it. Totally disproves your whole argument. The person must have “lacks sufficient mobility, strength, or dexterity in both
arms and hands, and both legs” and he demonstrated all your stuff. I read the following 3 pages.
Please increase your reading comprehension level.
No problem, I conquer.I’m not going to continue this t and written game of tennis anymore than I would a verbal game on an AC. I’m there to inform not enforce. But please read my very first post and try to be reasonable. I guess what I should have said (and would probably DO) is tell him ” NO brace for take off and landing” That would solve EVERYONE’s problem and cover my butt, too! thishref=”#c13617274″>redkamel:
@Barbara Campbell: I read it thoroughly, Barbara, and none of it would preclude the OP’s sitting in the exit row. He didn’t lack the ability or will to execute the necessary functions, because there’s nothing wrong with him. He was, under FAA standards, eligible to sit there.
I wouldn’t actually damn an FA who said “Sorry, I’m going to err on the side of caution and ask you to sit elsewhere.” I agree that it’s the FA’s call. But in this case the senior FA had the chance to listen to the OP and confirm that he was, in fact, able according to FAA guidelines. Which seems a perfectly reasonable call, and I don’t see where you’re drawing the idea that she was mistaken.
@Barbara Campbell:
Yes, I read ALL of the information. You’re simply wrong. You’re not even bothering to defend your argument by pointing out a specific section of the text and offering your interpretation. Under the FAA rules you have cited, albeit indirectly, there is nothing that would preclude the OP from sitting in that row. A reasonable flight attendant, like the “LFA” in this case, would have realized that he doesn’t lack sufficient mobility, strength or dexterity to perform the necessary functions that come with sitting in an exit row. Again, I think the issue is FAs who are so stuck on the fact that they KNOW the rules that they aren’t willing to listen to reason, even when that reason comes in the form of the ACTUAL rules. That results in situations like the one at hand, with a FA who is on an artificial power trip and is furious that one of his “minions” won’t step into line when he snaps his fingers.
@Esquire99:
“Sufficient mobility” – it’s a subjective measurement, judged by the flight crew, who are God when it comes to this. They get to make the call, and you either can choose not to fly, or to obey. It’s left up to the flight crew intentionally.
@Pat Carmichael:
Sure, they have the authority. OP followed the judgment of the flight crew; he just appealed past the first level of judgment.
Of course, simply having the authority doesn’t mean their judgment is correct. If a flight crew decides all passengers in the exit row need to do headstands, they have the authority, but they’re still idiots.
@Esquire99: No Brace for takeoff and landing—-problem solved
@Barbara Campbell: And that’s exactly what the senior FA told him, as is clear in the article.
It sounds like you’re thinking that all the FAs refused to let him fly with it and he was pissed because of that, and we’re taking his side. And that’s not what happened; the senior FA said it was okay as long as he didn’t wear it at takeoff and landing. We’re taking her side over the junior FA.
The brace restricts his mobility. That’s why he can’t wear it in the exit row.
@BytheSea:
So does a pillow, a blanket, a jacket, headphones, a tray table, a laptop, a portfolio w/ a notepad, etc. I suspect the neck brace could be removed just as fast, if not faster, than most of the items listed which don’t make one unfit to sit in said row.
The problem here isn’t that Ned had the neck brace on in the emergency row. Or even that the steward pointed it out and asked him to move.
It’s that, once Ned reached an agreement about it with the senior flight attendant, that was the end of the matter. Problem solved, case closed. For the steward to rage and fume about it — AFTER the matter was resolved — was EXTREMELY inappropriate.
BTW I’ve worn a neck brace. Taking one off is not that difficult. In fact it’s much easier than you probably think it is. What would be more of an impediment, is if he actually did have a neck injury, and pain that caused him not to be able to swivel his head around even if he took the brace off. IOW the brace is not the handicap, it’s the injury that makes you wear one. If Ned no longer has that injury, there’s nothing to worry about.
It’s definitely the case that flight crews are heavy-handed and even abusive at times, after 9/11, and they use TSA personnel as retribution against travelers. I’ve seen it, and it’s not pretty. It needs to stop ASAP.
Read #5
[travel.yahoo.com]
You aren’t owed an exit row seat for your comfort. It’s for emergency egress from a plane. People seated there need to have full mobility.
I don’t care if you can wiggle your neck around convincingly; if you feel the need to wear a neck brace while flying, that’s not full mobility! How does the flight crew know that you aren’t suddenly going to have muscle spasms of the neck, or some other issue, while trying to help evacuate the plane?
Simply put, the OP sounds like a whiner in this letter. So what the flight attendant was curt with you. You were trying to break the rules, and possibly some laws. I would’ve been pretty pissed too. Just because his supervisor was sympathetic to you, doesn’t mean you were in the right.
Shame on you. I hope you figure out that the world doesn’t revolve around you. You are NOT special and don’t deserve special treatment just because you’re an adult brat.
@farker: How does the flight attendant know anyone isn’t going to have “muscle spasms of the neck”? What if there’s a guy who actually has a neck injury but doesn’t want to wear a brace? Guess he’s okay for the exit row.
@farker: Does this mean an airline shouldn’t issue pillows to passengers in exit rows? After all if you feel the need for a pillow to hold your head up during a flight you must not have full mobility. Right?
A pillow isn’t attached to your head or neck.
It really is appealing how 3/4ths of the internet ONLY look at the negetive side in order to flame someone!
It’s like half the internet is either mentally ill in a very serious way and/or has demons from Satan or in the worst case scenario……both.
No matter what a blog is about most of the people look for the tiniest excuse to degrade the uploader if they make the tiniest name calling or typo.
You commenters need to learn forgiveness if someone makes a tiny error or you’ll all pop blood vessals and just make yourselves sick inside.
I bet more then half of you would yell at people just like the first attendent over “petty” things.
Sometimes I wonder if it’s better NOT to have blogs at all!
I almost hope that these commenters who praise Delta get themselves yelled at someday and I’ll be waiting to see if they sing a different tune.
PS: I also hope if this type of scenario happens again the blogger just complies and after the attendent is out of ear shot THEN mumbles the name calling.
It will be a less destructive way to vent and the officer won’t come next time.
Ever since 911 the airliners have had all the power like a King. This is democracy at it’s most retarded form.
I’m not sure who’s right here but I do know that someone that wears a neck brace on an airplane without needing one surely qualifies for the “Dork of the Month” club.
@MercyEleusis:
*sigh* You can’t open the hatches in the air, they are designed as pressure plugs.
But, if you need an example of a situation where some thought is required before doing what others tell you, here we go:
The plane crashes. You know it crashed. EVERYONE is yelling to leave the plane.
- Case 1: You don’t bother looking outside. You open the door. Turns out there is a giant fuel fire outside the door. Everyone within a few feet of the door is on fire.
- Case 2: You spend a few moments thinking about whether or not the door should be opened. You look out the window and notice a fire. You tell everyone there’s a fire outside and instead people leave out the door on the other side. Obviously, this requires mobility.
Case 2 is actually more common than case 1 when we’re talking about serious crashes that would actually require immediately exiting the plane.
Did I seriously need the explain all that?
And if this guy’s neckbrace well, isn’t a neckbrace (one that’s so soft it doesn’t support your head and you can turn your head in it is a neckbrace the same way some extra bandages are a cast) he should have just told the attendants it’s a funny shaped pillow and demonstrated that’s what it is. He KNOWS the exit aisle is a position that REQUIRES proof of fitness.
I hate to say it, but posts like this really drive me crazy sometimes. If you read most of the comments they are all discussions on who is right or wrong for making a statement that expresses their personal opinion. This is just silly and unproductive.
The airline and the FAA routinely audit who is sitting in exit rows. Letting someone with a NECK BRACE (regardless of its reason) sit in an exit row could result in termination and a fine for the airline.
This passenger was being a douche. People lie all the time on flights to try to get themselves better seats/etc.
THANK YOU!!!!!!!!@pot_roast:
This passenger was being a douche.
@pot_roast: Yeah, how dare he use something he’d gotten permission from the senior FA to use!
Seriously, are people not even supposed to ask anything on an airplane?
@pot_roast: Only if the regulators are making up regulations rather than following them. The guideline is that the passenger has to have the ability to perform the necessary duties. The senior FA ascertained that he did.
I’m not going to comment on whether he should have been in the exit row or not. But everybody talking about how this brace restricts his mobility should check out the Brady Bunch episode where Carol has an minor auto accident with the old man. He sues them and shows up for court wearing his neck brace. Mr. Brady saves the day by dropping his briefcase and the man turns his head to see what the noise is. Case dismissed!
Well, if the neck brace is ok, then what’s next? A person who sits in with a leg brace? I say if you cant do the job required, then find somewhere else to sit. 99% of the time, nothing happens with the flight. I would not want to be on the 1% flight where the person fails to do their job due to this restriction…
@Bertmanintx: Slippery slope fail. Just because someone who is uninjured uses a neck brace as a pillow doesn’t mean they’re suddenly going to have to let people who do have a disability or injury sit there.
@Bertmanintx: This isn’t a legal precedent. It’s a situation where the FA, familiar with what the situation calls for, adjudged the OP up to the situation. It doesn’t rob her of the prerogative to say “Sorry, I’m still going to have to move you” to anybody she feels the need to.
If there’s somebody who thinks his Ace knee sleeve reduces his chance of DVT, it’s up to the FA to decide if he’s mobile enough to sit in the exit row or not. Same principle.
Federal regulations require treatment of flight personnel as deities.
Ha, the guy wearing the neck brace during a situation that would require usage of the emergency exits is going to be the only one who doesn’t have whiplash.
They should make everyone in the emergency exits wear them in the first place.
1) It is law not policy about the exit row stuff. You not only have to open the exit door, but agree to hang around to help other passengers (though I have no idea how they enforce that). So the attendant could have been worried that he was being tested by the airline.
BUT, if what Ned describes is true, the attendant well exceeded his boundaries.
2) If someone from an airline treats your rudely, the process to get your grievance dealt with is VERY VERY SIMPLE.
Don’t bother with emails or phone calls, go straight to paper. Send your letter to the complaint dept, but also copy it to:
the CEO of the airline
the FAA Consumer Protection Division
Your Congressman and Senators
and if you live in a city with a consumer advocate who runs for election that is a good one too.
You see the airlines don’t want your congressman or senator who might be looking for a way to get on TV helping out a local, taking up your cause.
Ditto the FAA, not for TV, but a slew of other reasons
Consumer Advocates are always looking for someone to sue.
Your complaint will be handled rapidly and you will get compensation promptly.
For a far less grievous incident I was given a $200 voucher with no minimum purchase or restrictions. Also got a bunch of coupons for in flight entertainment (booze).
I was with the FA until the Senior FA gave approval. If the FA had done nothing and god forbid an emergency happened where people were killed or injured. You can bet lawyers would point to this guy as say seem the Airline is so irresponsible they let Handicap people sit in Emergency exits against federal laws.
Won’t matter he’s not really handicap. Delta would get a bad rep.
Delta. Seriously, when are people going to learn
I’m so glad I don’t have to fly for work any more. I certainly would not do it for recreation these days. How any industry gets away with abusing their customers in the multitude of ways the airline industry does is completely beyond my comprehension. It is time for passengers to make it plain they are customers, they are paying the bills and should be treated with respect. The adage “The customer is always right.” should apply and it is time we make sure it still has value.
Bill B
Does half the airline industry post on the consumerist? If you don’t notice that the level of service, respect, and overall general humanity has steadliy declined in this industry since its inception, your just not flying.
I traveled this weekend and I noticed that both Delta and United made a big point of stating the the main reason that flight attendants where even on the plane was for my “safety”. It sounded like the statement was prepared by lawyers.
Dear Airline industry and the group of schills that love them here, I’m sorry your in a bad business model, I’m sorry that you treat your employees like crap. I’m sorry that your employees seem to feel that their only recourse is to take out their problems on your customers.
I am a moderate flyer, I travel 4-5 times a year. I cannot recall a time in the last 7 years that I have had a perfect customer experience. That’s 30+ chances and not a home run hit yet.
That is shameful, and making excuses for it does not help.
I’m sorry that your experiences have been less than pleasant. Let me begin by saying I leave my ‘broom’ at home, lol. I love my job, and my whole working history has been customer service. I look forward to going to work as it’s always an adventure. Enough of the cheerleading, some people ARE impossible to please, just as some FAs are control freaks.I work with many more that I’m proud to fly with, and feel as I do. I hope to see you on one of my flights, and I promise, I’ll do my best to ensure your comfort and SAFETY. Have a great day. bigduke:
@Barbara Campbell:
I’m not saying people don’t try, and I’m not saying that there are not some great employess in this industry who do go above and beyond every day. In fact many times I have recieved great service from people AFTER someone else in your company has dropped the ball. In my industry we call that being a great fireman, and there are certainly those people out there. Unfortunatley there are plenty of fire starters running around as well.
It only takes a few bad apples, and I am also aware that “SH$% rolls downhill”. In these Seven years I have had many moments where people get it right, just never over the course of an entire trip. A great example was the gate agent From Northwest who booked me on a flight from Dallas to Pheonix and then a red-eye back to Detroit after American Airlines cancelled my flight from Dallas to Lansing to attend my grandfather’s funeral. I got no sleep but I made it, and that agent did NOT have to work that hard.
I know there are good people out there who try. I blame your bosses, and the unrealistic pressure they put on you. However, since 9/11 much like Law enforcement, I have consistently seen the “safety” card played to settle any minor dispute, often times with a totally excessive response.
Ticket agents used to have a supervisor to back them up to settle disputes, now they run on a skeleton crew and they call the airport police at the first hint of a dispute. I have seen it happen more then once.
The Consumerist is litterd with stories of people treated like crap or criminals or worse for the most minor of issues.
It’s killing your industry, just as much as the high cost of fuel.
Thanks Bigduke,you get the picture. When I get to the point I want to take it out on pax, I’ll hang up my broom, oops I mean wings. @bigduke: