This post is part of our “Airlines Behaving Badly” series, which chronicles the oft-wicked ways of the air travel industry.
Next time you’re in Beijing, don’t ask anyone behind the China Eastern Airlines desk which gate your flight is leaving from. They might just strike out at you for being so impertinent!
At least that’s what happened back in March when freelance journalist Matt Sheehan filmed an angry airline worker trying to hit several customers with a steel chair.
Now, I’ve heard of angry airline employees yelling at passengers and, of course, there’s the infamous case of Steven Slater, the JetBlue flight attendant who deployed the emergency slide after claiming he was verbally abused by passengers. And I fully appreciate how difficult it must be for airline workers to rein in their anger when passengers are yelling at them — but this story takes the cake.
According to Sheehan, passengers waiting for a flight were ping-ponged back and forth between several departure gates as their flight was delayed later and later. After the departure gate was changed yet again, he and several other passengers went to the counter for information. Sheehan admits many of the passengers were angry.
Airport Delays: Six Ways to Cope
Enter the manager who tried to calm the crowd down, but also refused to acknowledge that the departure gate had been changed numerous times. And that’s when things got ugly. Two of the angry passengers lashed out; one threw a wadded newspaper at the manager, while another threw a plastic water bottle.
Take a look at how the manager reacted:
Okay, yes, the passengers shouldn’t have thrown anything. But the manager’s reaction was way out of proportion. Maybe if the passenger had thrown a knife, it would have been appropriate. But wadded newspapers and plastic bottles do not rate a steel chair response.
– written by Dori Saltzman