02-16-2010
10:48 AM
It was not a good idea to have him board the aircraft as a standby on a full flight, only to have him removed. I feel that agents should do their best to analyze situations prior to/and during the boarding process much better than they are doing and not wait until crewmembers notice a potential problem. If he was a Customer of Size, the policy should have been made known to him up front and not after he was allowed to board the aircraft. I also think that the flight crews do a good job at identifying these possible situations, but they should also remember that they are not in the position to escalate a passenger being removed off an aircraft for this reason. Crewmembers should simply take their concerns to the Captain and Operations Agent and leave it in their hands to deal with ground customer service. And of course, from the passengers' eyes, it may appear that the flight crew provoked the act of deplaning a passenger, but it's their job to communication possible concerns and enhance inflight experiences for ALL passengers.
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