 OUR TAKE -
Thanks for the Ride
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Hey, if Mark Hurd can grab $35 million before making his emergency exit from Hewlett-Packard, I've got no problem with JetBlue flight attendant Steven Slater grabbing a cold brewski before popping the disaster slide on Flight 1052 and kissing his airline career goodbye.
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Mike Cassidy, Mercury News Columnist
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The most searched name on the Internet yesterday was Steven Slater, Jet-Blue flight attendant. Or should I say soon to be ex-flight attendant? He's the guy who reacted to an unruly passenger and decided that he was "outta here" by deploying the airliner's emergency slide and making his swift exit while embracing cold brews purloined from the beverage cart.
Although his actions resulted in criminal charges, electronic social media and well as mainstream media seems to be siding with him. My take today is not about is actions or the power of social media and/or the court of public opinion. I am more interested in what caused him to do what he did and what he said on the PA before his happy slide.
To me, the person of interest is the unruly passenger who may have been trying to hijack "the customer is always right" mantra through inappropriate behavior. In the context of an airplane, I still believe the number one job of the flight attendant is safety. And I also believe the needs of the many outweigh the needs of the few. In other words, the other passengers on the airline should not be subjected to improper behavior of a fellow passenger.
Steve's last words over the PA were, "Those of you who have shown dignity and respect these last 20 years, thanks for a great ride." The Air Transport Association reports that incidents due to unruly passengers are on the rise. Are we about to see a rise in the number of "I'm outta here" swan songs from other fed up customer service agents? What's your take?
Gary Lemke, Publisher
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