How a customer relation complaint can land you into jail!

Frequent Flyer

I’ve been quite frequent in KQ flights, this being my 18th flight in last 1 year. Not to mention the other airlines I take for convenience of time like Rwanda Airlines or Qatar Airlines or convenience of route like Emirate Airlines, or convenience of budget like Arabia Airlines. In short I am a very regular flyer as is demanded by my job.

The Journey Starts

So that day I flew into Kigali, Rwanda for a meeting, and by the night I was returning back to Nairobi, Kenya. I had printed an online boarding pass. As I reached the boarding gate, the security attendant at the gate informed me that my name was not in his records. uh oh, there goes my reservation, and I had a visa for only 1 day! Anyhow, he took some time, made adjustments, and I had to literally run along the tarmac to board the flight.

As I reached the plane out of breath, I produced my online boarding pass. The Flight Attendants (FA) looked at this paper as if it was worthless. Then with a wave of an imperious hand I was informed that the seat which I had checked-in online wasn’t actually available, as the seat-plan online and actual were different. “Free-Seating for you”, I was informed. I began searching for a seat of my own somewhere. The only help from the cabin-crew being to block my advance to the seats I saw empty at the last row. I was informed that the last 2 seats were reserved for the crew themselves, and I should find some other seat. I found this a bit odd since mostly the attendants at least help find a free seat for the passenger. I finally found a seat somewhere in the middle of the flight, which had a huge bag in front under the seat. As the flight attendants (FA) were least bothered in finding me a seat, I enquired with the passengers nearby and found a claimant. As there was no space for my own small handbag, I struggled to find space for my own self, then my bags, then others’ bags!The journey had just begun, on a sour note, but I didn’t make an issue out of it.

Question 1> Why was the online boarding not in the records? Had the flight been overbooked?

Question 2> Why was the online seat-plan different from the actual seat-plan? What is the fun on letting a passenger book a seat of his choosing when it is not really on offer?

Question 3> The Flight Attendants should have assisted in finding a seat and space for my bags. All they were concerned about was to save a couple of good seats for themselves. Don’t FA have seats near the door?

The Argument - Offline-Mode:

After the dinner etc had been done, at some point in the journey, I started working on my Blackberry phone at offline mode. At about 8:00 PM Kenya Time, the flight attendant (FA1) came up and asked me to switch off the phone. I had just got the damn thing booted anyway. I showed her the phone to say it was on “offline” mode. She did not look at the screen, cut me off, and repeated aggressively “Don’t argue with ME. Switch off your phone”. Since the tone was harsh, I objected to this tone, and asked her if she would mind not talking in such a tone. To which she yelled “Switch the phone off completely…”. The other passengers had begun to take notice of the loud voices that were being used. Since it was humiliating and embarrassing to be met out such aggressive manners and treatment, I requested her to be polite. She ignored my comments and walked off.

Question 4> Why was the FA1 being so rude and aggressive, and refusing to listen to me, cutting me off, and raising her voice continuously? Aren’t they supposed to have a customer relation function too? A rude attendant, an uncaring nurse, a negligent soldier etc, in my view, are all failures in the profession of their choice.

Customer Relation Complaint:

After a few minutes the 2nd flight attendant ( I’ll call her FA2 - whom I later understood to be the boss among the two), was passing by my seat. I called her attention, and told her of my concern of the tones used by the previous attendant. She ignored the concern and said, “you have nothing to argue anyway. Switch off your phone”. I then showed her my phone screen, which was on offline mode, and also proceeded to switch it off at the same time. While I was switching off, I said to FA2 that I did not think an “offline mode” phone, with all radio and wireless connections off would interfere with any communications, otherwise it wouldn’t have been allowed in other airlines. She quipped then that I was nobody to argue and should silently obey the attendants. With my phone completely off now, and still being at the receiving end of such treatment, I said this was unacceptable behavior from the FAs. They should be trained to be more polite with passengers. I thought. "I would want to report such behavior to KQ Customer Relations", I said. At this FA2 warned me to obey her rules. Her Rules! I wanted to end this rather nasty conversation from her end. Quite incensed that she was completely ignoring and sidestepping the issue of polite conversation, I said, “Forget it, let's not get into this Bullshit”.

Question 5> Why wouldn’t FA2, whom I had expressly called to notify the behavior of her colleague, take cognizance. I was creating an opportunity, which with a little bit of grace and tact would have closed the matter there and then.

Question 6> Aren’t there rules in KQ for offline mode? Or Cellphones and electronic items in general? Aren’t they somewhere in the front seat pocket? Wasn’t I in my right to know what the rules were, even if verbally? They seemed to be confused at the mention of “offline mode” and getting angrier due to the confusion in their minds.

Language or “refusal to take instructions from commander”

After a few minutes the FA2 was back and provokingly said, “By the way, you’re not allowed to use abusive language”. “Abusive language?”, I asked.  “Yes, you had said Bullshit. Take it back.” she said, and challenged me to say it again, if I could dare. I knew it wasn't a good word, but I had had no intention to direct it against her at all. I told her she wasn’t exactly an epitome of kindness or politeness too! I did not understand her provocation for renewing an argument which had been closed. She obviously wasn't happy with the language, but neither was I happy with her way of talking too! Having had the phone off, and secure in the knowledge that I could show my switched off phone any moment she requested, I dug my heels. I said I’m now definitely going to report this rude behavior. “OK, we shall see”, she said.

It was clear that she had a problem with my language, but at no point did she proceed to verify if the phone had been switched off. She only warned me of the language I used, but no warnings for mobile were given. It was as if she had forgotten that the argument started with the cellphone. FA1 was never back too.

After FA2 left in a huff, I saw her spending time on that phone near the door for the next 3-4 minutes. I thought she would come back to check if indeed I had switched my phone off. I know FAs nowdays have been given authority and powers, and I thought in my mind that I would apologize the next time she comes to my seat, but she did not return. The passenger on aisle seat diagonally across in front of me, advised me to put the phone on “offline-mode”, and he demonstrated this on his wife’s Blackberry. To which I replied I had had to put it completely off now. He said FAs weren’t really tech-savvy and we shared a laugh at this.

Question 7> After she returned with an after-thought, Why didn’t FA2 insist about the phone? Why was she only interested in what language was used? Had she taken it personally, rather than in a mature professional way? Should she not have asked to see my phone again?

Question 8> Why were people still with their electronic devices on? Why didn’t the FAs object to the people just in front of me who had their phones on? Can the FAs testify with conviction that all other phones in the airplane were off, and that no one had either ignored or forgotten, or kept them at offline mode, or just hid them out of sight? If the answer is that they can not be sure, why did they choose to become fanatic in my case? Was it because I had threatened to complain?

The Police Complaint:

As we started to alight the aircraft, I was greeted by a security official and asked to stand by the side, After a few minutes I was escorted into a cabin in the airport building by the tarmac, and asked to wait for some officials who would want to hear the story from both sides. After about 25 minutes, there assembled about 7-8 officials representing Kenya Airlines, Ground Security, Government, Police etc. I was informed that it was the flight attendants who had complained, and it wasn’t about the complaint that I wished to file against the attendants’ behavior, as had been mentioned by me to the FA during the minor altercation.

Therefore, the flight attendants were asked to tell their story, which I patiently heard. Among all that as said the main charges, as I recall, were that :

1) I had used abusive language, unbecoming of the setting 

2) That I refused to listen to the attendant’s commands of switching off the phone.

It was then my turn to tell my side of story, in which I was interrupted severally by the attendants. My main points were:

1) I had used abusive language in a fit of temper (specifically the term “Bullshit”), for which I’d apologize. 

2) That I had infact argued with the attendants, believing that offline mode was as good as off, since all radio communication, wi-fi and bluetooth were off. 

3) However, it was also true that I had switched the mobile off as had been asked of me.

The chair then summarized that the complaint was made by attendants, and they bore the burden of proof that the mobile was on.

The meeting then dispersed. I was asked to remain seated. Unsure of what was happening, and seeing that it was taking more time than an ordinary complaint from my side would take, I asked some of the officials of what was happening. They said the matter was a small one, which ideally should have been resolved in a mature manner in the aircraft itself. But since a complaint had been made, they said, it was in my interest to apologize to the ladies and settle the matter. I was told that the cabin crew ladies had gone shopping in duty-free. As the ladies arrived back, I made a verbal apology to the ladies in the presence of the committee. The ladies, however, wanted me to accept that the mobile was never switched off. Since that wasn’t the case, I refused to accept the falsehood. While FA1 said she was willing to lay the matter to rest, she said it was FA2, her boss, who wanted to show no mercy.

We were then lead into the airport building via the luggage tunnel under the airport. Along the way, I tried to reason with the ladies that this was a matter which had run more than it’s due course, and then we should amicably settle. They refused, unless I accept that I had not switched off the phone. I however swore on God that I had switched it off, and there was no reason for me to say otherwise. FA2 on her part said I was not humble enough, since I did not accept her side of the story in totality. I was then lead to clear immigration. We then stood in the airport lounge, apparently waiting for someone or something. A different set of people then appeared and we were led into a cabin of airport security.

The Cover-up of failed duty

The KQ security officer (let's call him KQSO) and a set of 6-8 other people now started talking to me in friendly manner. They told me that I didn’t look like a criminal offender, and then believed that there must have been a mistake. KQSO mentioned that he only had one concern in letting me off. He said I could turn back the next day and accuse the KQ staff of misbehavior. And if they let me off without further action, it’ll amount to de-facto confession on their part that they had made a mistake with a passenger. I assured them that I had no such intention. When they repeated this concern several times, I asked them what I should do to convince them that I had no intention of a counter-complaint. I wanted to definitely rest the matter now. The set of 6-8 people now started egging me to file an apology to the ladies such that the matter can be amicably resolved, and a written apology would be the guarantee that I wouldn’t launch a counter-complaint of my own against Kenya Airways staff. With the intent of laying the matter to rest, I agreed to write what was necessary for a resolution.

Question 9> It was pretty clear with the justifications given by the KQ staff, that the main issue was not whether they believed their own staff’s word against mine, but to make sure that no customer harassment case can be filed by me. They definitely wanted to cover themselves, the matter having reached such a pass. Further events (lies and treachery) just proved this hypothesis correct.

False Amicability, Apology under duress

In the Cabin now, I was given white sheets to write an apology. In the short apology letter that I wrote, I mentioned that while I had switched off the phone on being asked, my argumentative behavior and language may have been considered inappropriate by the crew. I, therefore, apologized for any inadvertent or unknowing violation of law, and any grievance caused due to my behavior. I asked the people standing around on who I should be addressing the letter to. Before a proper reply could be got, the letter was quickly taken away from my possession and the group members took turns to read it. There was some discussion around the group interspersed with a lot of shaking of heads. Eventually, I was informed that the apology was no good, as I still had a mention that the phone was switched off. This wasn’t agreeable to the airlines, since it would place them at risk. The 2nd attendant made a lot of noise, and in some of the few English sentences she used, she was mentioning that I was a foreigner and therefore must not be trusted.

Strengthening the case, slyly

Anyhow, the group seemed dismayed with the effort, dismissed my apology, and said they were not happy. I had now started to panic a bit, and asked them to let me know exactly what they wanted me to write for an amicable settlement. They now mentioned that I had a last chance for amicable solution. Under duress, and the promise of an early settlement on the table, I acquiesced. I struck out the part in the apology that was offending them, namely about the mobile having been switched off. I was asked to counter-sign the change, which I did. The group then discussed among themselves, that such a letter with phrases stricken out, could appear to be made under pressure. I was then asked if I can be a gentleman and write a fresh application of apology. This time the group encircled me closely, this time looking from all over at every word I wrote. There were comments from the crew attendants that my handwriting was as bad as a doctor etc. They were laughing all along, and I believed the atmosphere was lighter because we were nearing a resolution. I wrote on this apology that I my mind wasn’t there when warned, my phone was in offline mode, I used abusive language and asked for an unqualified apology.

Fixing the potential complainant

As soon as the 2nd letter was done, immediately it was passed around, everyone was much happier than the last time, I sensed a relaxed atmosphere. The letter was immediately taken from my possession, photocopied, and I think also attested by people in the room. As I waited for the final shake-hands, I was surprised to note that the flight attendants were now sitting with a lady I didn’t recognize, and they were writing something. On being asked, it turned out they were making a statement with the police. The mention of Police alerted me to something being amiss. If apology was being worked out, why statements, why police. I was asked to be silent and that I’ll be guided by the correct authorities at the correct time.

You’re going to Jail, but we won’t let you know.

I pestered to know what was going on, as the attendants seemed to fine-tune their statements in iterations to fully implicate me in the matter. I was beginning to realize that I had been hoodwinked to write an apology, and that may amount to being a deemed confession! They were playing me along all this while to make their case for the court. If there was no settlement, and police complaint was to be pressed, I immediately made it clear that I wanted to withdraw my apology. I also asked for copies of both the apologies. However there was no such help at hand. All the people who had so far been advising me to write apologies for a so-called resolution vanished, the flight attendants having made their statements commented to me of how I had made them late for home and left. I was now left in the room with a couple of un-uniformed, un-introduced police officers. I was escorted to the police station in airport, and I stayed there till the time my office colleagues came in with a police bail sum of Ksh 50,000/=. I was released on bail, to appear in court immediately after the Easter break, and My passport was retained by the police.

Questions:

• A flight attendant drunk on power resents being talked to in her little kingdom, and behaves like a tinpot dictator.

• What is this 'don't try to be too smart' and 'you have to do Anything I say' attitude! Aren’t FA trained to be polite! Does Authority come to them with the privileges of bullying?

• And morever if the mobile's off, why the police action? Shouldn’t they verify before pushing a security complaint? Or is it because I talked back/argued?

• I threatened to complain to customer relations afterwards. So the FA just misused her authority and early access to a phone. Plain harassment.

• By the time we were done with our first statements, the inflight staff knew they had made a mistake, but instead of admitting, they chose to go great lengths to bully a passenger to concur with their versions. And they lied to police. And they lied to me about finding an amicable resolution. The FA were clear. We can't stop now, else you'll file a counter complaint on us! Is that an accepted logic to harass a passenger!

• After all the security drill involving shoes, baggage, belt, half bottle of chilled water etc, all it takes to down a flight, it seems, is a phone on airplane mode at cruise level! If these things are so dangerous, confiscate such lethal instruments (smart phones) than risk passenger lives. Let them go through checked-in baggage routine!

• How do they make sure all electronic equipment is put off? It’ll be foolish to assume that no passengers have ignored the instructions, or do not have equipment on by accident, or are running it in airplane-mode, believing them to be safe. Are flights falling off the air because of it? Isn’t it enough to switch them off during takeoff and landing?