Last week I brought you details about a passenger who went berserk on an American Airlines flight from Tokyo to Dallas after her in-seat charger would not fully charge her phone. New details have emerged about what occurred onboard.
Update On American Airlines Seattle Diversion After Seat Charging Dispute
Four hours into the 11-hour journey, Waka Suzuki became irate when her phone stopped charging. Blaming flight attendants, she brushed them aside, rushed up the aisle through the premium cabins, and began banging on the flight deck door, hoping the captain would help her out.
Instead, the captain diverted to Seattle after declaring a “Level Three Lockdown” and the woman was arrested.
A couple flight attendants who were onboard commented on my previous post. While unequivocally condemning the actions of Suzuki, I had said:
There is no defending Suzuki’s actions, but I have to imagine the crew may have been dismissive of her. No offense to many of the wonderful flight attendants at American Airlines, but I can just see a senior DFW-based crew screaming at her slowly in English, as if she was a little child, and perhaps not even trying to address her power issue.
And this was based upon my travels to Asia with U.S. airlines over the years, including American Airlines. Sadly, on multiple occasions I have witnessed flight attendants yelling at Asian passengers who did not have a clear grasp of English, as if a higher volume would translate to better understanding.
I speculated that something like this may have occurred onboard and therefore added fuel to the fire.
But flight attendants onboard weighed into to correct me. For example, one said:
Matthew, Three Japanese speaking flight attendants, one native, were accommodating her at her seat and allowing her to move to ANY of the other 150 open seats in coach. Her phone was charging, just not to 100%, as she was using it but it was not sufficient in her mind. I realize there are embarrassingly rude flight attendants but please don’t make assumptions on these stories, just the facts that you can obtain. I have just given you some, as I was there!
Another said:
You should not make assumptions if you to wish be taken as more than a common blogger. I was on the flight and there were three Japanese speaking flight attendants, one native female, working with her for the first few hours of the flight and accommodating her in any seat (there was maybe 150 seats open) she wanted and explaining to her that her phone isn’t going to be 100% charged while she is watching videos or playing games on her phone.
They were even plugging in their own phones showing that it is charging. I realize there are embarrassingly rude FA’s but to make that suggestion without facts, regardless of experiences, is not journalism, it is opinion. So, if this is an opinion piece then my mistake, keep up the ‘good’ work, otherwise it is best to report the facts obtained not opinion based on a few experiences.
I was wrong and want to own up to my false assumption. Three Japanese-speaking flight attendants were onboard and all diligently and compassionately tried to explain to the passenger that the in-seat charger simply could not offer a full-charge on her mobile phone. Despite those assurances and allowing her to repeatedly move seats to try different outlets, she still became enraged and attacked a flight attendant.
CONCLUSION
While assumptions are warranted at times, when you assume you risk making an ass/u/me mistake, so next time I’ll assume the best and not the worst.
Woman is not the same as lady, the latter of which she was not.
“when you assume you risk making an ass/u/me mistake”
This is why I always “presume” instead. 😀
P.S. All crazy flyers, please go directly to jail!
Kudos for owning up to the mistake. Nobody’s perfect.
OTOH, thanks for letting me know how to get diligent, compassionate service on a US carrier. I just need to pretend to only speak Japanese. Domo Arigato, Matthew!
I don’t blame you for the assumption that AA FA’s escalated the situation rather than de-escalating it. That being said, it’s good to know how the event actually transpired.
Reason 452 why bloggers are not capable of being journalists: they just make stuff up with no evidence present for what they are saying
the captain diverted the plane because a passenger started banging on the door? Was it a safety issue or was the crew just fed up with an irate passenger. Well, that will teach her a lesson
One can just imagine how this played out: irksome and pesky Asian woman complaining about something while FAs have far more important things to do, many of them critically important to the safety of the flight ( chatting among themselves, preening, perfecting their scowls, etc, etc). So they respond in the usual dismissive, patronising manner ( which is inherently racist, regardless of what the apologists might say), leading to her meltdown.
“ I’m as mad as hell and I’m not going take it anymore” action is understandable but unjustified, even though it fell far, far short of imminent danger to the aircraft . Sadly the control freaks in charge of many of these diverted flights seem unable to implement any of the many far less disruptive ( common sense) measures available to them in these situations
This is exactly why you are the best out there in this “business,” Matthew. You are willing to own your posts and apologize. Well done.
Lol, F these fa’s that got their panties all twisted cause you’re being critical of them! They deserve it and there wouldn’t be that stereotype of it weren’t true.
I don’t feel you need to apologize but if you want to correct the facts then that’s fine but I don’t feel you owe these fa’s any apology. Just as they’re not going to apologize for their stereotypes of us flyers!!!!
“so next time I’ll assume the best and not the worst.”
Respectfully, this would also be a disservice. I think the lesson is not to present any assumptions.
I think sometimes assumptions are warranted, but your point is reasonable.
I observe that you did a great job of objectively sharing the first story and then gave a voice to the F/A’s for the update so that your readers are then able to forma complete picture ( Much as you did as well ). I am really happy that you are more than willing and open to sharing updates to stories and incidents that in the moment seem to be unfolding one way and later with more information ( and you have more information than I’ll guess anyone on this story ) might need an update. Appreciate this style allot !
Thanks for the clarification, but IMO apologizing is going to far. Your website is awesome!
Matthew,
Currently in NYC working with a company I advise and we talked a lot these last few days about owning up to mistakes, not making assumptions and knowing when to pivot. Didn’t read the original story but came across this updated article. Appreciate you owning up to it, that shows something about your character.
A book that comes to mind is the “Four Agreements” one of the main pillars is not making assumptions. Refreshing to read someone updating something that was not accurate.
-James
I respect you for owning up to your mistake. And I worked for US Airways and eventually American Airlines well actually Piedmont Airlines which is an express division. I do agree with you; some of the AA flight attendants and agents are very rude. Some of them act like they are better than others. But that is some and not all of them.
She a nut case screaming because charger does not work.
I have a low tolerance for such behavior and would have forcibly restrained the woman myself. In fact I did just that a few years back on a flight where a guy behind me was on drugs or something and kept physically bothering the pax. After I got fed up I shoved him down into his seat and threatened to put a plastic garment cleaners bag over his head and knock out his teeth if he moved. That gave the FA enough time to get the captain back there to deal with it. Upon landing he was cuffed and hauled off the plane by police.
If someone wants to make trouble, they’d better not do it in my section. Man or woman, I don’t care. I’ll put a stop to it, Fast.
Trying to create racism where it didn’t exist.
Duh, A Captain, First Officer or Relief Pilot NEVER comes out of the Flight Deck to “Deal with anyone or anything “. The Flight Deck door stays locked & closed & if some idiot is loose & banging on the door screaming, it is the CAPTAIN who declares to land at nearest accessible airport to offload said moron, which BTW costs the airline millions, depending on the location. It is not a decision made lightly. How do I know?? Married to an Airline Captain for 33 years, that’s how.