1. UA escort of unaccompanied minor forgets passport
2. Another emergency landing due to fire
3. Emergency Landing
4. 3:00 am wakeup calls
5. Safety first?
6. Xmas Day Nightmare
7. Only way to Boston is as a stowaway
8. No notice of flight cancellation
9. Bomb Threat Ignored
10. So much for the ad campaign
11. Deliberate Deception or Just Incompetent?
12. Fatality on flight
13. Yes, a new employee does need help!
14. No spare pilots at JFK
15. Unsafe piloting, oxygen and thunderheads
16. Three engine problems in 24 hours
17. When will I get my United Airlines wet suit?
18. Better bumped than boarded
19. I'm not a slob, they drenched me twice
20. Is safety worth $150 at United?
21. Overbooking akin to Cattle Herding
22. Seems United just isn't learning
23. United cancels flight but waits 38 days to tell
24. United charges helpful passengers
25. Can't do it
26. United loses expensive suit
27. Duty free short-changing
28. Employee ill will
29. Tracking flight crews

UA escort of unaccompanied minor forgets passport
from: Alison A. Sconyers (Attorney), Modesto
Thu, 2 Jul 1998 11:20:31 -0400 (EDT)

I am representing a family who recently let their minor daughter travel overseas. They paid for a UA escort to make sure the daughter caught the connecting international flight AND to pick up her passport at the desk of the other airline. The escort failed to pick up the passport, and the minor was boarded without it. Upon arrival in the other country, she was arrested by immigration, detained for five hours, and questioned. The people who were there to pick her up were also detained and questioned. They were forced to sign a statement saying that they would produce the passport in five days, or be arrested and thrown in jail.

UA could not be reached to resolve the matter. After navigating the automated attendant maze, the customer service line was BUSY. Fortunately, the other airline stepped in and took care of it. However, the clients were forced by immigration to spend over $400 for extra documents, which all had to be notarized, certified, authenticated, translated, and courier-ed overseas. They also spent over $200 on international calls to get this fixed.

I found your site when I was searching for the UA president's name and address to send my demand letter to refund my clients' ticket money and out of pocket expenses. I will send you a copy of the letter when it's done. Thanks for keeping the info on this site. It was just what I needed.

Another emergency landing due to fire
from: John Flatekval, Waldwick
Sun, 1 Feb 1998 14:21:40 -0500 (EST)

I boarded United flight 853 from Newark to San Francisco after a one hour wait to check in due to computer problems. The Boeing 767 was not full as evidenced by the number of empty seats in connoisseur class. Four hours into the flight, the smell of smoke permeated the cabin from the first class section directly behind the cockpit. I figured there was an oven fire and all would be okay. Within a couple of minutes, the interior lights turned off and the air ducts stopped. All passengers were concerned, some more so than others, but the flight attendants continued their jobs as if nothing was happening.

I noticed one flight attendant rush by with a large fire extinguisher covered by table linens. The demeanor of the flight crew led me to believe that everything was fine. Finally, the head flight attendant announced that all of the flight crew should report to the front of the plane. At this point all on board knew there was a serious problem. We were told to that there was a fire on board and the pilot was making an emergency landing. The passengers were told to read the emergency landing manual and to practice the emergency landing position.

The plane began to descend and turn quickly. As we practiced the emergency position the flight crew told us to remove all sharp instruments, glasses, and pens from our person. When they yelled "brace" we were to assume the position. One of the attendants was noticeably shaken and was instructed to take her seat by the head attendant. At no point were passengers told at which airport, if any, the pilot would be attempting to land. In fact the only time the pilot addressed the passengers is when he said " Flight attendants, three minutes to touch down. Prepare for emergency procedures". Not knowing where we were, I decided to look out the window. Within 5 minutes the plane had dropped from cruising altitude to several hundred feet above snow capped mountains. Again, there was no indication that we going to land at an airport.

When the flight attendants yelled brace, we all held our breath until we felt the wheels touch the ground. The plane quickly went to the gate and was surrounded by fire personnel. All passengers were ordered off of the plane immediately. Luckily one of the passengers had been in the Salt Lake City airport before, because no United employee addressed the passengers. All 57 passengers were left to mill about the airport. The flight crew gathered in a huddle, knelt down and said a collective prayer of thanks. The head flight attendant claimed that this was only the second time in her 29 years of service that something this serious had happened. At no time did any United official address the emotional state of the passengers, many of whom were noticeably crying and trembling.

[Details of subsequent mistreatment at airport ommitted for brevity.]

A couple of items need to be addressed. A.) Your web site contained a similar experience aboard a United 767 from Zurich to London on January 12, 1998. I think United should look into this problem immediately before the next emergency landing ends in disaster. B.) United personnel should be trained in addressing the emotional needs of the passengers, particularly after a near tragedy.

I have never been treated so poorly by so many different people in so many locations as I was by United on January 17, 1998. I will request that my company not pay the business class airfare, and rethink their carrier of choice.

Emergency landing
Mon, 12 Jan 1998 18:56:10 -0500 (EST)

As a long-term UA customer, my faith in United was somewhat dented by an incident at London Heathrow last week. I'd be interested if anyone has information about the "electrical fault" aboard UA965 from Zurich, Switzerland to Washington Dulles on Jan 9, causing an emergency landing in London? As the aircraft, a 767, started its engines in Zurich a continuous unfamiliar sound was heard by passengers from one engine. The aircraft remained on the ground at Kloten for several hours while the crew reportedly contacted UA's principal European base at Heathrow. UA London apparently advised that the flight should operate, but less than an hour after take-off (while luckily the 767 was still over land) the forward cabin and cockpit began to fill with smoke. The crew announced an emergency approach into LHR and the airplane descended very rapidly, other traffic having presumably been cleared. Once the aircraft came to a halt in London, where fire trucks awaited it, emergency chutes were deployed, but one failed to function.

The aircraft was evacuated and passengers were told by Heathrow fire crew to run away from the plane. They were given blankets and waited in a grassy area for an extended period before they were picked up by buses. The UA crew were reported uncommunicative and understandably shocked. Passengers were then taken to an airport hotel, re-united with their carry-on luggage and offered psychological counselling should they need it. Two were injured in the evacuation but there were no fatalities. I'd like to know (a) what "electrical" incident actually occurred and why the plane filled with smoke, (b) what concerns the crew had on the ground in Zurich about the airworthiness of the plane and why its departure was delayed, and (c) if there were safety concerns, how were they dealt with or -- if information from Zurich is correct -- why did the 767 attempt its flight after consultation with UA's London office?

As far as I know this incident has not been widely reported in the press, though it is recorded on the FAA's database. I am told that two attorneys aboard the flight are considering a case against United.

3:00 am wakeup calls
by: Mary Scharoff, Boulder
Tue, 6 Jan 1998 00:26:46 -0500 (EST)

I flew from Grand Rapids, MI on 12/25/97. My luggage did not make the flight with me. I reported the luggage being lost, gave the necessary information, and was told it would be delivered. What I wasnt told that my doorbell would ring at 3:00am announcing the arrival of my lost luggage. I should have called the police.

The next day I called and complained the Customer Service telephone number. They gave me the Denver baggage offices phone number. I called and left my telephone number to complain- no return call. Then I left a voice mail complaint. Surprise, no return calls.

One week later. My two children return from Grand Rapids on 1/4/98. Their bags are also lost. I go through the same lost bag routine. This time I say I dont want them delivered before 7:00am the next day. They assure me that will be the case.

Guess who calls on the phone and comes to the door this time at 3:15am. UAL's baggage crew. Maybe they ought to change the TV commercial being presently being aired. Instead of the supposed employees and trainees being frustrated by waiting like ordinary passengers. Make them empathize with passengers by having them scared to death at 3:00am.

Safety first?
Passenger's original letter
by: Mark Gorski
Sun, 4 Jan 1998 22:48:46 EST

I wish to relate to you the experience I incurred with your airline on Christmas Eve. Upon arrival in Chicago from San Diego enroute to Allentown, the aircraft was late arriving. After 3 separate changes in the arrival time, we finally boarded over an hour later. As I passed a flight attendant who was on the ramp telephone, I overheard him apparently speaking to your maintenance department regarding a problem with the aircraft's flaps. Sure enough after we boarded as the drizzle began turning to snow, I noticed a repair vehicle pull underneath the right wing and begin to work on the leading edge slats. As we waited, the pilot announced that we'd be taking off as soon as the plane was gassed, which was false. There was no fueling going on, just the repair vehicle with the mechanic (for loss of a better term).

After about 25-30 minutes the mechanic finished, but now we had to wait for de-icing because the snow had become heavy. We taxied for take off and in a blinding snow we took off. Being seated on the right side I had a clear view of the right wing. As we climbed I noticed that part of the leading edge slat did not retract and there was an obvious slowness about our climb. It became clear that something was wrong and after about 10 minutes the pilot announced a problem with the slat and that we'd have to turn back to O'Hare right away. A few minutes later, after a flight attendant began with the "ladies and gentleman" and then never finished (can't you instruct your people to never do that), the pilot came on again to say that O'Hare has been closed and we're going to try to fly to Minneapolis which would take about an hour and a half because the aircraft speed has been greatly reduced because of the slat. Yet again about 15 minutes later we were told we'd be landing at Milwaukee. After some very anxious minutes we landed.

After being told a customer service representative would board and tell us what would be happening, nobody showed up. We then had to deplane on stairs in the snow and walk to the gate. Eventually a Mr. Art Kruegel the supervisor of customer services met with us at the gate and then directed us to the luggage pickup area. Of all the United staff involved in this fiasco, Mr. Kruegel was the only person who treated us with any respect. He is a credit to your airline. But Mr. Kruegel was one man who obviously had no assistance from United, nor the needed staff to handle the problems involved. After another nearly 2 hours we obtained a ride to a hotel across from the airport. We then had to call the 1-800 number for United to try to rebook flights to get out of Milwaukee. After being placed on hold twice for nearly a half hour by someone who sounded like it was their first day on the job, we received confirmation numbers for flights the next day, no apologies. Christmas morning we made our way to the airport at which time we waited an hour in line at United's check- in for our flight. It then took the ticket agent a full 15 minutes to get our tickets. When we arrived at the gate, of course the plane was there, but no flight crew. That took another hour.

So after all this, I finally arrived in Allentown 24 hours late and missed the Christmas Eve reunion I flew there to attend. I had 9 hours with my family and then had to return to San Diego.

I understand that the weather conditions are out of United's control. My problem is with United's lack of concern for the safety of it's passengers. Where did you find that mechanic? The corner gas station? Why wasn't the slat checked by the pilot before we took off? Especially since there was heavy snow with white-out conditions! When there is a known problem with something as crucial as the flaps and slats of an aircraft, one would assume that a competent mechanic would be sent to repair it, and that there would be a significant test of the repaired part to assure the safety of the passengers. There is no way that aircraft should have taken off with that "chewing gum approach" repair on top of which snow was re-accumulating even after the deicing, making the plane even heavier. The slat failed immediately after take off, reducing our speed, with heavy snow falling. It does not take a genius to see that this is not something a safety conscious airline would allow.

The lives of nearly 100 passengers were put in jeopardy by a excuse of a mechanic, followed by a pilot who didn't have the sense to check things out before attempting a take-off.

Reply from United Airlines
January 14, 1998

Dear Mr. Gorski:

The employees in Milwaukee at United Airlines have been thinking about you since the evening of December 24. We wish to send our heartfelt apology for the inconvenience caused by your having to be in Milwaukee on that special night. We sincerely hope that the rest of your journey was peaceful and brought a pleasant celebration.

Yes, that all sounds very sincere, doesn't it?

It is unfortunate that the weather in both Chicago and Milwaukee was snowy and icy. It made it very difficult for the staff on hand who worked long and tirelessly without breaks. We had originally expected to have you on your way in a short period of time. As it turned out, the runways were not cleared at O'Hare as rapidly as we had expected, and then several other difficulties arose with your flights.

Several other difficulties? You mean the fact that your mechanic did not correctly repair a problematic wing slat and your pilot tried to fly the plane anyway?

In the second-to-last paragraph of his letter, Mr. Gorski specifically mentioned that it was not the weather he was concerned about, but the lack of safety in allowing a flight to take off with a misrepaired wing slat in a blinding snow storm. Predictably, United ignores the problem and makes no mention of the incompetence of the employees in question. Despite United's assurances that it is improving, notice how Mr. Gorski's polite letter, which asked for nothing more than an explanation, was treated in exactly the same manner as the original complaint that started this web site almost one year ago.

We have never had to handle such a severe snow event on this special day and are looking for ways to provide more amenities should it ever happen again. We are enclosing a two hundred dollar travel certificate which has been prepared for you by our Customer Relations Department in Chicago. We hope that in the coming year it will help you to visit those who you missed.

United Airlines and the-staff in Milwaukee wish you a Happy New Year.

Sincerely,

Andra Shumate-Biebl
General Manager Milwaukee
REF #: 0591926A
ASB/csc

Xmas Day Nightmare
from: Tom Farmer
Fri, 26 Dec 1997 22:45:53 -0800

I take it you heard of the UA Christmas Day debacle at Milwaukee. An A320 inbound to ORD, from SDO I believe, was diverted to MKE owing to weather. Once on the ground at MKE apparently no gate was available and, according to CNN Headline News, UA ground staff "did not want to take responsibility for" the plane. It sat on the ground for more than 5 hours waiting for a jetway or clearance back to ORD. The toilets backed up and all the food and water was consumed before someone relented and let people disembark. Needless to say UA destroyed Christmas for well over 100 passengers.

This story got blanket coverage on CNN Christmas evening and UA's name was prominent. I hope you can verify the details (try an AP or Reuter wire search) and post a valid summary of what happened! All the best and keep up the site...

If any readers out there have access to the story, please send in the details.

Only way to Boston is as a stowaway
Mon, 15 Dec 1997 13:35:06 -0500 (EST)

On my first business trip a colleague (Dwayne) and I were on our way from Portland, OR to Boston to meet with a customer. Since we had arranged to take the customer out to dinner that night we were booked on a 6:00 AM flight connecting to Boston through Denver. We arrived in Denver on schedule and sat down at the gate for our next flight to Boston. It was about ten minutes prior to our scheduled departure time that I realized that we hadnt been called to board yet, definitely a bad sign.

Right then, the gate agent announces that the plane has a fuel leak and that maintenance will have it fixed in ten minutes. After five or six only ten more minutes the gate agent says that they have fixed the leak and they were going to run the engines to test the repair, then we would be able to board. Having a funny feeling I looked at Dwayne and said; "Theyre going to cancel this flight", and sure enough, as soon as I said that, the gate agent came on and said that they couldnt fix the plane and that in order to get us to Boston they would put half of us on a direct flight which leaves in only four hours, and the other half will be routed through Chicago, putting us in Boston five hours after our original ETA.

"Grumble, mumble" went the other passengers. Then the agent went on to say that we would have to be re-ticketed and the place to do that was not at the gate, but at a special transit counter in the concourse. We got to the counter to see 200 people lined up to be serviced by only two agents. Thinking to avoid the herd mentality syndrome Dwayne and I went out past security to the main lobby ticket counter where there were five agents standing around with no lines at all in front of them.

Heartened that we had been able to circumvent the long line at the transit ticket counter we sauntered up to the nearest agent only to be told, sorry, you have to use the transit counter, we cant help you. Needless to say it was now 11:00 AM and Dwayne and I decided that it was time for lunch and a much needed beer. We went to the restaurant and had a leisurely lunch (about 45 minutes). As we were leaving we ran into a family, whom we recognized as having been at the end of the ticket line, just coming into the restaurant. They had been in line for an hour!

We went back to the transit counter and sure enough the line was down to only about ten people, great we thought. Just then one of the two agents disappeared and never came back, thus we spent twenty minutes in line as the person in front had problems with his ticket. It came as no surprise to us that we had been placed on the less desirable route through Chicago rather than the direct flight to Boston.

As we were boarding the flight to Chicago impulsively I grabbed a flight schedule from a counter. During the flight I perused the schedule and noticed that we had a three hour wait in Chicago for the flight to Boston. I also noticed that there was an earlier flight which leaves Chicago only twenty minutes after we get there. If we could catch that flight we might still be able to make our dinner appointment in Boston.

We deplaned and ran to the gate for the earlier flight, only to find out that it was delayed by more than an hour. Great I thought, we can catch that plane. I talked to the agent to find out that that flight was completely sold out and we would have to wait the three hours for our flight. Gloom settled down on us as we realized that if this flight is delayed, won't ours be delayed as well.

It was at that moment that we noticed that at the next gate they were re-boarding a flight to Boston that should have left three hours ago! Now we were really worried about our chances that our flight would leave on time. As we were walking near the door to the flight that was re-boarding, the gate agent was talking to two people who had been assigned the same seat, it was clearly chaos. The agent then made an announcement to the assembled mass to "just take any empty seat you can find".

I looked at Dwayne and he looked at me, and after all, we did have boarding passes which said Boston on them, so we got in line and sat down in the first empty seats we could find.

Later that night, in my hotel room in Boston I called United to check on the status of the flight that we were supposed to take from Chicago, and was told that that flight had been canceled and that the passengers had been re-routed.

So, as it turned out the only way we could get to Boston on United was to stowaway.

No notice of flight cancellation
from: Lewis Oberlander
Sun, 7 Dec 1997 21:18:14 -0600

The following is a copy of a letter that my in-laws sent to the president of United Airlines.

Dear Mr. Greenwald:

We are writing to you regarding a serious service problem with your airline. Last August, we purchased tickets for a trip to California for a family wedding, using our Senior coupons. Our flight was scheduled to leave on December 25th on flight 115. We purchased them directly from one of your service centers, and made our seat selection at that time to insure that we would receive the seats we needed. Also, knowing that this is the middle of the holiday travel season, we felt more secure purchasing our seats in advance of the travel rush. My wife, Gertrude, suffers from fibromyalgia, has a heart condition, and inner ear problems, and needs an aisle seat to accommodate these conditions. Believing United to be a reliable airline, we felt secure in these arrangements.

Last month, our daughter went to purchase tickets for herself and her family for this trip and decided to try and book on the same flight. We gave her our flight number, which she in turn gave to her travel agent. When the agent went to look up the flight number and flight, she discovered that the flight had been canceled several weeks before. NO ONE FROM YOUR AIRLINE BOTHERED TO NOTIFY US OF THIS FACT!

When we called your customer service department, the person handling the problem was extremely rude, saying that all airlines make changes and that they're not responsible for informing their customers. We told her that we had chosen United because of their supposed reliability and good customer service. She informed us that we had been moved to a 10:30 AM flight from the noon one. Without being informed of the change, however, we would have arrived at the airport on Christmas Day, having delivered our luggage to a skycap with an incorrect flight number on it, and been informed that there was no plane. This most certainly would have given my wife a heart attack right on the spot.

The clerk at customer service said she would give us two $25 coupons for a future reservation. The *single* $25 coupon that we received is being returned herewith, as after this experience we have no intention of ever purchasing tickets from United Airlines again.

The seats we were assigned were in the back of the plane, (all that was left), and the travel agent who worked on correcting your airline's error couldn't promise that we would receive aisle seats.

As compensation for this travesty, we want a full refund of the $275 that we paid for the seats, as well as at least one aisle seat and a companion seat on flight 119 to Los Angeles on December 25.

cc: Denise Harvill, Director of Customer Relations
Untied Airlines

Ed note: A United representative informed me that he has assigned these passengers two aisle seats and one middle seat to accommodate their request. As for the lack of notice regarding the flight change, he claims that the ticket was booked through a travel agency, and thus, it was the agent's responsibility to notify the passengers. Unfortunately, as Mr. Oberlander clarifies below, it appears that UAL was responsible for the mistake *yet again*.

Passenger's follow-up reply
Tue, 23 Dec 1997 17:56:31 -0600

The UAL official to whom you spoke is incorrect. My inlaws made their reservations and purchased their tickets at the United Airlines Service Center on Skokie Highway in Skokie Illinois, owned and operated by United Airlines. They used Silver Wings Plus Silver Travel Pack coupons, which can be used only when purchasing tickets directly from United.

Bomb Threat Ignored
Tue, 25 Nov 1997 18:28:28 -0500 (EST)

This year flying United my husband found a bomb threat message written on the airsick bag in front of him. I very discretely rang for a flight attendant before departure. She took the note, returned to ask us if we'd written it, and then we never saw or heard from anyone again. The flight departed on time 5-10 minutes later. Luckily the note was a hoax, but my husband and I were extremely nervous throughout the entire flight. We deplaned upon arrival and were never questioned/approached by anyone. I wrote an angry letter to United regarding their poor safety practices and lack of handling of the situation and received a defensive letter regarding their safety procedures.

I will never fly United again, and if ever in a similar situation will make sure inform other passengers around me instead of being so discrete.

Ed note. If it's any consolation, United ignores bomb threats issued against its own employees as well as its passengers. But the real issue isn't whether or not they ignore the threats -- after all, they can't be expected to empty out every plane or send all of the their employees home for the day anytime someone scribbles a threatening note on a napkin or makes a prank call. However, what they can do is have the sensitivity to discuss the situation with the passengers who found the note, rather than ignoring and leaving them sitting there in panic the entire flight. Imagine what would have happened if these passengers had told everyone else on the plane what they found?

So much for the ad campaign
by: Richard Hughes, Boulder, CO
Tue, 28 Oct 1997 12:41:02 -0500

I recently flew from Bangkok to Denver on the flight from hell. Getting on the plane in Bangkok, we found that the plane's navigational system was broken, so after a delay of one hour, had to fly down to Singapore, around to Manila and up to Tokyo, a journey of over eight hours. But only two snacks were served.

Before arriving in Tokyo, I realized that my connecting flight to LA probably had already left (even though it was the same flight number), so I asked the flight attendant for information, but none was produced. An entire 747 full of passengers arrived in Tokyo not knowing a single thing about what would happen to their connecting flights. Upon landing, I complained to the attendents, who simply shrugged their shoulders. Running through the Tokyo terminal, I found a United flight leaving for San Francisco.

I call my father, telling him I'll be late, and boarded a brand new (2 weeks old) 747. We proceeded to sit at the gate for over an hour while they strapped on a piece of the wing that had come loose! To while away my time, I listened to the music from an armrest panel that was hanging loose! Finally we take off for San Francisco. Upon arriving in San Francisco, I find that my connecting flight to Denver has been cancelled! I am booked several hours later on another flight.

I call my father in Denver yet again, telling him my arrival is once more pushed back. Finally, my flight time comes, I go to the gate, and find that the plane cannot leave because the pilot hasn't shown up! Eventually, I get to Denver, where I tell my tale of woe to my father. He delivers the coup-de-grace, telling me that while I was away overseas, United has introduced a new ad campaign stressing how important it is to keep passengers informed when flights are delayed or cancelled!

Deliberate Deception or Just Incompetent?
Sat, 11 Oct 1997 23:53:26 -0400 (EDT)

My mother had been visiting us in the US for about 10 months. She returned to her home in Australia on October 2, 1997. She had extended her stay and paid a $75 change fee some months earlier. She reconfirmed her travel plans several days prior to her October 2 departure date.

On October 1, the day before her departure, United Airlines called her and informed her that her flight, which would have taken her through New Zealand to Melbourne on Oct 2, was overbooked, and they asked her if she would be willing to change to another flight on a less convenient itinerary. Her answer was NO. At this point, United offered her an upgrade to First Class, and she relented. Thereupon, we made many phone calls to rearrange her pickup in Melbourne. We reconfirmed all of these details, including the upgrade to First Class, later in the day, with a different agent.

At check-in, my mother was informed that there was no record of the previous days changes in her itinerary, and after a long time, with many phone calls and lots and lots of typing new tickets were produced. However, the was NO upgrade to First Class. Moreover, during that time there were statements such as "You didnt pay the $75 change fee." and "It's impossible to upgrade THAT class of ticket to first class."

When she got to LA, it was still impossible to upgrade her. Also, the flight was delayed 2 hours until the pilot arrived. (The story gradually changed from "we need to wait so we don't arrive before the curfew in Sydney", to "the pilot is late". How devious.

On her late arrival in Sydney she discovered that her ticket for the Sydney to Melbourne leg with Ansett that United had written for her at PDX did not match any reservations (their next flight was also sold out). My 72 year old mother then wandered around exhausted and confused and asked a pilot walking in the concourse what she should do. He sent her to a special "help" section, where mercifully someone who knew what they were doing [stark contrast with United] helped her out, and she got onto the flight to Melbourne with 5 minutes to spare.

Needless to say I am extremely irritated with United for enticing a 72-year old woman to change her travel arrangements, and then screwing them up completely. I'm sure this is not really malice, just incompetence - but it sure looked like "bait and switch."

Fatality on flight
from: D.J. Swedin, Chicago
Sat, 20 Sep 1997 11:55:13 -0400 (EDT)

In December of 1995, I was returning to my then home in Atlanta from Minneapolis, with an O'Hare connection. Before they closed the doors, a man in the row behind me had a heart attack. The woman across the aisle started calling for help, and others then joined in. No one came. Two non-revs (pilots) were walking down the aisle to their seats and looked at us like we were crazy. I finally looked at one and said "Go get help!" His response was to sneer and say "Alright already!"

The next 30 min. was a joke - a flight attendant did nothing but shake the man and yell "Are you alright?" Finally a man stepped forward who knew CPR (I'm sure many of us went out and got training after that experience.) He asked for various equipment, which the flight attendant could not locate. Finally, ground assistance came, and they had left the key to their "clapper" and had to send someone to go get it. Eventually they had to pronounce the man deceased, and preceded to carry him off, arms draped under his knees and arms. His head was bruised, because they had dropped his head on the arm of the chair while doing CPR. It was all pathetic and very disturbing. The crew seemed totally ill prepared to deal with an emergency to those of us watching.

I was later told by someone that a United FA said they were "discouraged" from getting involved in medical emergencies. Well, I now live in Chicago, and am "discouraged" from flying United.

No spare pilots at JFK
Tue, 9 Sep 1997 11:27:27 -0400 (EDT)

Flight 801 from JFK to Shanghai China on July 12, 1997, was delayed 4 hours. Why? Because the pilot didn't show up, and the flight crew had to be changed because waiting for the pilot would cause them to "go illegal." This resulted in a missed connection and a cancelled business trip and holiday. I was not offered any compensation except cab fare home (which I did not use).

I could excuse mechanical problems or a weather delay. However, a delay due to a pilot that did not show up for work is inexcusable. I find it incredible that there are no back up pilots in a major airport such as JFK. I immediately wrote customer service a letter. I received the standard form letter "we cannot be held responsible for flight delays" and a $200 voucher on my next flight.