Another week, another drama at United Airlines. This time on a United Airlines Express flight operated by Shuttle America. Let’s review the situation:
- Tahera Ahmad, Director of Interfaith Engagement at Northwestern University who was also wearing a hijab, onboard on flight from Chicago O’Hare to Washington National and requested Diet Coke
- FA opened the can and offered her the entire can
- She asked for an unopened can, citing hygienic reasons
- FA allegedly responded, “Well I’m sorry I just can’t give you an unopened can so no diet coke for you.”
- FA proceeds to give the passenger next to Ahmad an unopened can of beer
- Ahmad again asks why she cannot have an unopened can
- FA states, “We are unauthorized to give unopened cans to people because they may use it as a weapon on the plane.”
- Ahamd points out the man next to her was just given an unopened can
- FA grabs the beer can, opens it, and hands it back to the man
- Ahmad asks passengers around her if they had just witnessed the encounter
- A man across the aisle states, “You Muslim, you need to shut the f*** up.”
- He then leans over, looks Ahamd in the eyes, and states, “Yes, you know you would use it as a weapon so shut the f**k up.”
- No one comes to her defense
Here is Ms. Ahmad’s take on the incident:
United issued a half-hearted apology after the flight, stating
The flight attendant onboard Shuttle America flight 3504 attempted several times to accommodate Ms. Ahmad’s beverage request after a misunderstanding regarding a can of diet soda. The inflight crew met with Ms. Ahmad after the flight arrived in Washington to provide assistance and further discuss the matter. Additionally, we spoke with Ms. Ahmad yesterday to get a better understanding of what occurred and to apologize for not delivering the service our customers expect when traveling with us.
We look forward to having the opportunity to welcome Ms. Ahmad back.
Outraged, Ahmad responded on Facebook:
With growing media support and a clear narrative emerging that backed up Ahmad’s narrative, United issued a real apology today, stating that the FA would no longer be serving United customers:
While United did not operate the flight, Ms. Ahmad was our customer and we apologize to her for what occurred on the flight.After investigating this matter, United has ensured that the flight attendant, a Shuttle America employee, will no longer serve United customers.United does not tolerate behavior that is discriminatory – or that appears to be discriminatory – against our customers or employees.
All of United’s customer-facing employees undergo annual and recurrent customer service training, which includes lessons in cultural awareness. Customer-facing employees for Shuttle America also undergo cultural sensitivity training, and United will continue to work with all of our partners to deliver service that reflects United’s commitment to cultural awareness.
Good. Shuttle America serves both Delta and United and it sounds like the offending FA did not lose her job but will instead cover only Delta flights going forward.
A little perspective. United’s policy is that passengers should not be given full cans of soda unless requested. Further, cans should be opened when requested to encourage consumption on the aircraft (or more pointedly, to discourage consumption off the aircraft). Alcohol is a bit different, since it is not complimentary. It should be opened as well, but since it is paid for, it is considered more the property of the one who purchased it. On most flights I see alcohol served unopened while all complimentary beverages are served opened.
The idea that an unopened can of soda can be used a weapon is not found in any flight attendant handbook. Truly, a can could be used as a weapon — so could shoes, and computers, and bags. That was a big whopper on the part of the FA, likely displaying a latent bigotry toward Ms. Ahmad.
I can at least imagine (though I don’t believe it) that this truly was an innocent mistake on the part of the FA. What really bothers me about this story is the profanity-laced tirade of the man of the man across the aisle.
Actually, it’s not even that. What bothers me is that no one spoke up in defense of the woman. I’d like to think I would have, but who knows under pressure. What I do know is that we must stand against bigotry in all forms and the man across the aisle was guilty of the vilest of bigotry.
I think Ms. Ahmad strikes the proper tone in her reaction this evening to United’s apology–
Indeed, we must “continue to engage with each other, understand our stories, work towards the common good for humanity…and appreciate the rich diversity of our beautiful Nation.”
photo from Ahmad’s Facebook page
While not condoning the lack of action on the part of other passengers, I can also understand why surrounding passengers decided not to confront the man. If someone is unstable enough to yell profane language and racial epithets to the face of another passenger, it wouldn’t be a stretch to imagine that this passenger would a) be prone to using physical violence if confronted, and/or b) be the type that wouldn’t just “let it go”, and continue to follow and harass anyone who confronted him into the terminal or even out of the airport upon landing, a potentially dangerous situation. While not the same obviously, there have been several road rage incidents recently in Dallas and Houston where people have been threatened with a gun or shot at for merely confronting rude behavior or aggressive driving on the freeway. I can’t exactly blame people for not wanting to mess with the guy, even if his behavior was appalling. I think a better question is, why didn’t the FA instruct the guy to pipe down? That would seem to me to be the safer and more appropriate solution.
I don’t understand why you (and apparently the whole country) assert that the FA was racist. She very well could be but we can’t infer that from this scenario!
The White dude got a beer, the Muslim chick got a soda, the FA made up some BS when called on her hypocrisy (talked to any phone agents recently??).
To prove racism, we’d need to evaluate the same FA serving either 1) 2 Muslims beer and soda or 2) a White and Muslim beer (the other 2 possible scenarios would be not informative). Gotta compare apples to apples. That’s science 101!
Eddy – It is irrelevant what is in the cans. Nor do you have to chase down every possible scenario to eliminate the possibility of bigotry – which is already common in our world. Some FAs are ignorant idiots – this was one of those.
“The unfortunate lack of bystander intervention?”
Well, I can tell ya this – I probably would have told the guy to calm down and zip it. But we seem to have our priorities mixed up here. Over on the other side of the world, there are people being beheaded, raped and sold as sex slaves, people being cut in half, and burned alive. I think the focus needs to be – WHO IS GOING TO INTERVENE ON THEIR PART. Sorry but it’s true. Nobody is doing anything about it.
The nice lady who was insulted on the plane can move on. The people being killed can’t, and their families are devastated for the rest of their lives. WAKE THE )$#(%* UP AMERICA.
@Nick —
Perhaps you will find this post interesting:
http://upgrd.com/matthew/the-afghanistan-dilemma.html
Such discussion is beyond the purview of this blog, but perhaps the ISIL situation is one in which there is no “winning” solution and that by intervening, we merely exacerbate a problem that will continue to play itself out in that troubled region.
We could annihilate ISIS in less than a week.
I don’t believe we could annihilate ISIS in less than a week. Honestly, that sounds like the kind of thing I’ve heard for the last 25 years. We could certainly make an impact and severely cripple them relatively quickly, but the blowback would be incredible, as it has been in so many of these instances. ISIS itself is, from my perspective, a result of the same sort of blowback from our activities in the past.
I have some sympathy though for those who did not speak up. In my anger at the situation I might have spoken up against both of them, but in fear I can see why someone might not, at least not right then and there. My impression is that saying such things could easily result in your being removed from the plane at your expense, and so for many I think it would come down to whether they could afford such an outcome at the time it occurs. I’d like to think I would have stood up for her right then and there, and really I think I would have after I had gotten over the emotional reaction and could speak my objections clearly, but in any case, I am certain that I would have let her know that I would be a willing witness, and I would have gotten her information and complained to United afterwards.
Matt claims that there’s a clear narrative emerging that backs up the discrimination complaint but I’ve read differently:
http://savvystews.com/2015/06/what-really-happened-on-that-united-flight-with-the-muslim-passenger/
And his source material:
https://flightaware.com/squawks/view/1/3day/popular/48915/This_lady_is_not_telling_the_truth
http://www.flyertalk.com/forum/search.php?searchid=26502063&query=
I think this warrants a follow-up post.
@TOR
http://upgrd.com/matthew/was-the-muslim-passenger-who-accused-united-fa-of-bigotry-lying.html
Another example of companies caving in to perceived discrimination. Why does not the woman try to FIX Muslim men with their sexist attitudes?
These a-rabs are some of the most rascist, irreligious people around. They do not even know or acknowledge God. Deceived people.
The American woman playing Arab on that flight was looking for a ” problem” to occur. Many times I had asked for an unopened can to take home with me ! And alas, I was refused !