Years ago, a flight I was on from Heathrow to the States landed on tundra without a word. Hours later, without any communication from the pilot or attendants, several Mounties stormed onto the plane. It wasn’t until later that we were told a man had attacked a female attendant and had to be taken off the plane — and that we had landed on Newfoundland. That detour lasted just a few hours. But 10 hours? When it’s not an actual hostage situation?
There are two separate pieces in the Wall Street Journal this morning on the 10-hour delay involving 10 JetBlue flights. Scott McCartney writes in “Stuck on a Plane: Why Nightmare Delays Happen” that long on-board waits seem to be occurring more often, and the over-riding cause is bad decisions at airlines. For example, JetBlue has a policy to fly every trip, regardless of how late the flight is. At times that policy works in their favor; this time, not so much. Tom Peters swears off JetBlue forever, and says:
Assuming the CEO couldn’t have stopped it (he could have), then he should have been on hand at the end to beg forgiveness in person and to have called the situation “an incredible, horrible, disastrous, disgraceful, unconscionable occurrence.”
Another recent example of a long on-board delay is the American Airlines flight that parked on the tarmac in Austin for nine hours. The pilot explained later that if a plane leaves its place in line to return to the gate, it has to go to the end of the line (pilot hours are a factor in these situations, too). Moreover, airport workers said they couldn’t get out to the plane to deliver food and empty waste material because of frequent lightning. The outraged AA pilot finally taxied the plane to an unoccupied gate without permission from controllers. American now caps their wait time in the plane at four hours.
(What JetBlue passengers didn’t see)

McCartney questions why a waiting plane can’t get a suspended status, so the pilot can go to the gate for an hour and let the passengers off for that time. However, “the FAA says that isn’t needed because airlines share an “advocate” inside the FAA command center. Any airline can ask the advocate to lobby for giving a flight a higher priority. ” Which would, again, do fuck-all. But sure, they can ask.
McCartney also mentions the European Commission’s flaccid “passenger-rights” rules from 2005, with exceptions that render the rules completely ineffective for passengers. The absurdity and uselessness of these organizations belong in a Jean Genet play (or Russia, but this is nothing compared to what they go through). One of the EC’s exception releases the airline from responsibility when bad weather or air-traffic congestion is involved. What’s left to delay a plane, aside from mechanical trouble, which is exempt? One of God’s four severe judgments, like wild beasts running amok outside the plane? Mothra vs. Gamera? A massive custard spill on the runways?
Right underneath the second part of McCartney’s article is a half-page advert titled “Another Revolution in Private Jet Travel.” Funny how that worked out.
The other Journal article is “JetBlue Plans Overhaul as Snafus Irk Customers.” Let’s look up the definition of the word irk. According to Merriam-Webster online, it means “to make weary, irritated, or bored.” The media is joining JetBlue on their corporate communications meiosis. I’m going to quote Tom Peters again, who wrote,
Words matter!…The situation was an outright, stretch-the-mind disgrace-horror, but the use of “unacceptable” is also a total travesty. … “Unacceptable,” my tush.
The situation of trapping their customers on 10 of their planes for about the time it takes to fly from Sao Paolo to Chicago, or take a bus from Asuncion to Filadelfia in Paraguay, obviously was acceptable to JetBlue.
The article focuses on how JetBlue will overhaul its procedures, mainly by canceling flights in advance of bad weather, upgrading its crew-communications system, increasing the number of employees and writing a customer bill of rights, which is just a sliding scale of flight delay reimbursements. Oh, and forming a customer advisory council. So, you may still be stuck for 10 hours in the future, in a festering, smelly metal tube, with basic needs going unmet, and if you tried to leave you’d be put in (as Peters put it) a high-security pen, but you’d get the value of your ticket back. Great! Don’t worry, a committee is working on it.
JetBlue has promised full refunds and free round-trip tickets, which could cost JetBlue more than $30 million. What they ought to do is tour the airports with the executive team in a dunk tank, which is especially appropriate considering that the CEO “hopes the chaotic week won’t drain the carrier’s reservoir of customer good will.”
I can’t end this post without an Airplane! quote:
Steve McCroskey: Johnny, what can you make out of this?
[Hands him the weather briefing]
Johnny: This? Why, I can make a hat or a brooch or a pterodactyl…
And just kidding about the movie.