Hi community. I received a notice stating that a solution was selected for the topic that I wrote. Can someone help me understand how a solution was selected that I did not select? I was hoping to receive objective information, backed by written policy and or procedure in response to my questions (below), however, I received subjective responses, relative ideological responses., etc. Can someone provide an objective response to my question in this community?
"Can someone tell me if this is an allowable occurrence under Southwest's customer service code of conduct? I reviewed the Southwest Emergency Exit Seating Requirements (below) and I did not read where a flight attendant can request that a person is "fully paying attention" and can assess a person's "fully paying attention" and then instruct the person on where he or she needs to position his or her eyes and neck to be in conformance with the attendants subjective assessment as to what "fully paying attention" looks like. Further, can someone help me understand how a flight attendant's determination that a person was not paying full attention can unquestionably result in that person being asked to move to a non exit row."
... View more
Hello. I was in the exit row on a flight on 12/11/21 and the flight attendant, approached the exit row and asked everyone for their undivided attention, I was listening to her speak while finishing a text on my phone. She then spoke to me as if I was subject to her motherly direction, telling me that I had to stop texting while she was talking and I had to look at her while she was presenting. I then proceeded to finish my text and she stopped her presentation, and spoke to me with a kind of sharp tone in front of others on the plane, I responded stating that I could hear everything that she said, I understand the requirements for sitting in the exit row (because I have sat in the row before), she then abruptly turned around and headed to the front of the plane to have someone come on to the plane and tell me that I had to move to a non exit row (fortunately the flight was not full).
Can someone tell me if this is an allowable occurrence under Southwest's customer service code of conduct? I reviewed the Southwest Emergency Exit Seating Requirements (below) and I did not read where a flight attendant can request that a person is "fully paying attention" and can assess a person's "fully paying attention" and then instruct the person on where he or she needs to position his or her eyes and neck to be in conformance with the attendants subjective assessment as to what "fully paying attention" looks like. Further, can someone help me understand how a flight attendant's determination that a person was not paying full attention can unquestionably result in that person being asked to move to a non exit row.
I have flown Southwest a lot and I have never experienced this level of treatment. If "lack of awareness" has not been strictly defined and it is left up to the flight attendant to determine and based on the determination the attendant has the power to penalize, I believe this opens up the door for overzealousness, abuse of power, and non equal & unfair penalization for a variety of reasons such as a flight attendant's biases, mode, mental state, etc. My primary concern is, does Southwest have a culture that supports punitive measures based upon subjective assessments that are not based on clearly defined policies.
Emergency Exit Seating Requirements
Federal regulations require that a Customer select a non-exit seat if he or she cannot or does not wish to perform the following functions:
Locate the emergency exit
Recognize the emergency exit opening mechanism
Comprehend the instructions for operating the emergency exit
Operate the emergency exit
Assess whether opening the emergency exit will increase the hazards to which passengers may be exposed
Follow oral directions and hand signals given by a crewmember
Stow and secure the emergency exit window so that it will not impede use of the exit
Pass expeditiously through the emergency exit
Assess, select, and follow a safe path away from the emergency exit
In addition, to comply with federal regulations a passenger seated in an exit seat must have sufficient mobility, strength or dexterity in both arms, hands, and both legs to:
Reach upward, sideways, and downward to the location of the emergency exit
Grasp and push, pull, turn, or otherwise manipulate mechanisms
Push, shove, pull, or otherwise open the emergency exit
Lift out, hold, deposit on nearby seats, or maneuver over the seatbacks to the next row or out the opening objects the size and weight of over-wing window exit doors
Remove obstructions similar in size and weight to overwing exit windows
Reach the emergency exit expeditiously
Maintain balance while removing obstructions
A passenger seated in an exit seat must:
Be 15 years of age or older
Have the capacity to perform the applicable functions without the assistance of an adult companion, parent, or other relative
Have the ability to read and understand instructions related to emergency evacuation provided by Southwest in printed or graphic form
Have the ability to understand oral crew commands
Have sufficient visual capacity to perform applicable functions without the assistance of visual aids beyond contact lenses or eyeglasses
Have sufficient aural capacity to hear and understand instructions shouted by Flight Attendants without assistance beyond a hearing aid
Have the ability to adequately impart information orally in English to other passengers
A passenger seated in an exit seat must not:
Use a portable oxygen concentrator
Require a seat belt extension to fasten his or her seat belt
Have a condition or responsibilities, such as caring for small children or pets, that might prevent them from performing the applicable functions
Have a condition that might cause the person harm if he or she performs one or more of the applicable functions
... View more