Removed from Flight by Security Policy

[tktc_78520]

When security removes a passenger from a flight, does anybody know who determines the next step? I asked a kid (he was in his 20s—I am 76) to move his feet in the boarding area because you had to step over them to get through. He scoffed at the request. I said again, "You need to move your feet and learn to respect your elders." I boarded the flight without issue because that was the extent of the situation. There was no scene. This kid took my picture and falsely accused me of being a threat to security. I was escorted off the flight by law enforcement.  

After I was interviewed by law enforcement, Southwest refunded my ticket and booked me on a flight the next day, free of charge. I was not allowed to travel with SW on the same day.  However, I was able to travel on any other airline. How does this make sense?

Does anybody know if there is a formal policy for this process? 

Thank you.

[SoCalFlyer97]

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@tktc_78520 wrote:

When security removes a passenger from a flight, does anybody know who determines the next step? I asked a kid (he was in his 20s—I am 76) to move his feet in the boarding area because you had to step over them to get through. He scoffed at the request. I said again, "You need to move your feet and learn to respect your elders." I boarded the flight without issue because that was the extent of the situation. There was no scene. This kid took my picture and falsely accused me of being a threat to security. I was escorted off the flight by law enforcement.  

After I was interviewed by law enforcement, Southwest refunded my ticket and booked me on a flight the next day, free of charge. I was not allowed to travel with SW on the same day.  However, I was able to travel on any other airline. How does this make sense?

Does anybody know if there is a formal policy for this process? 

Thank you.

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Yikes! Those surprises are never pleasant...

I'm not sure of any defined process or policy on this but given the seriousness of this incident--if you haven't done so already--I would do another follow up with Southwest Customer Relations as it appears the Operations staff at SW was the party that gave you the boot as the local airport police and TSA permitted you to fly via another carrier on the same day. Looks like the SW Customer Service staff at the airport did what they could by completely comping your next-day flight but I'm assuming internal policy prohibits them from booking you on the next flight on the same day in response to an incident. 

SW's Customer Relations email is here if you want to ask them directly on this:
https://support.southwest.com/helpcenter/s/email-us

It's likely the young man felt he was being harassed which led him to report it to the Gate staff. 

As a frequent traveler, if I encounter any "annoyances" from a fellow traveler, I have to be very careful of how to approach the situation. In most cases, I would just let it go and move on. I would have not confronted the young man other than maybe a polite "excuse me, passing through" if I needed to get by him should either he or is belongings are blocking the walkway in the gate area.

If an annoyance appears to interfere with the overall good of the flight or the airport experience, I'll let the appropriate staff know about it so it can be processed.

Either way, I would follow up with Customer Relations on this directly. 

[StAugustine]

Good advice here about informing the gate staff and letting them handle any issues. 

[DancingDavidE]

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@tktc_78520 wrote:

When security removes a passenger from a flight, does anybody know who determines the next step? I asked a kid (he was in his 20s—I am 76) to move his feet in the boarding area because you had to step over them to get through. He scoffed at the request. I said again, "You need to move your feet and learn to respect your elders." I boarded the flight without issue because that was the extent of the situation. There was no scene. This kid took my picture and falsely accused me of being a threat to security. I was escorted off the flight by law enforcement.  

After I was interviewed by law enforcement, Southwest refunded my ticket and booked me on a flight the next day, free of charge. I was not allowed to travel with SW on the same day.  However, I was able to travel on any other airline. How does this make sense?

Does anybody know if there is a formal policy for this process? 

Thank you.

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Was there a flight available on Southwest? I don't know if you are prohibited from the next flight necessarily but the next flight may have been full.

I would have to guess they don't want you to end up in the same airport as that person later in the day with any layover or other chance for a confrontation.

This story makes me sad, the youngster seemed to know what he was doing. Hopefully there's some tracking if he tried to do this again but I feel like its a case of "thanks for telling us" and that's it.

[floridaguy]

This travel should have called for a flight attendant and not given any advice or scolding to the other passenger.

If someone is blocking you, report them to the flight attendant and let them handle it.

[gabelogan99]

Ok, yes. But that's just for starters... There is a lot more that has to happen than that in order for someone to be removed from an an airplane. I think we all know that, right?

[tktc_78520]

You are incorrect. This is the story. I requested the police report from the airport because I, too, felt certain I was missing something. I received it last week. The report states the young reporter did not want me removed from the flight and did not feel threatened. This additional information only confuses me more.

[gabelogan99]

"Seemed to know what he was doing" as if this was his grand scheme and life's work all along... to get this one person booted off of an airplane. We aren't being told the whole story here. They don't kick someone off of an airplane for this...

[DancingDavidE]

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@gabelogan99 wrote:

"Seemed to know what he was doing" as if this was his grand scheme and life's work all along... to get this one person booted off of an airplane. We aren't being told the whole story here. They don't kick someone off of an airplane for this...

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My reading between the lines was that the kid added to the story to compel security to detain the gentleman.

Obviously I wasn't there, I don't know what anyone said to anyone else.

[tktc_78520]

We were not given the option. The customer service agent at the gate was insulting. In fact, I was not aware of the rebooking until my daughter logged into my account looking for information to track down items that were left on the plane.