Unless you’re living under a rock, and if you’re reading this I assume that’s not the case, you’re familiar with the United Airlines PR disaster from yesterday.
Long story short, United did what many airlines brazenly do, overbooked a flight, and as often happens, it bit them in the ass when everybody showed up. While cramming every single seat with a body into the tight confines of an airplane cabin is no problem, four United employees suddenly “had” to catch that particular flight to be somewhere as well, alas there were no empty seats for them to use. Their time was apparently more urgent than the probably hundred or so other passengers who also needed to be somewhere, passengers who paid for the honor of flying United, and so passengers were asked to give up their seats in exchange for airline vouchers and a hotel room.
Nobody wanted a voucher to fly later, so a good old fashioned stalemate ensued.
Now this here is the point where somebody with a brain in his or her head needed to come up with a solution before things went south in a hurry.
Here were the options, as I see them:
- United sweetens the deal until four people finally agree that they will trade their seats for the offer to do so, because everyone has a price, or
- United employees understand that the plane is full of paying passengers already and tells their four special little flyers that THEY have to wait and either fly on the next plane to Louisville, or utilize some means in United’s vast array of resources to get where they need to go, and
- DO NOT, under any circumstance, call the police to get involved in a non-criminal incident.
United decided to use some arbitrary system that apparently chose four passengers at random to be removed from the plane. As everyone on the planet outside of United employees can imagine, the four people chosen, who had just moments prior refused to volunteer to leave, were none too pleased to be told they were not allowed to fly on the flight they paid for already.
One couple chosen begrudgingly left the plane, but contestant number three, an Asian doctor, refused to budge. He claimed that he had patients to see the next day, and insisted that he was only chosen because he was Asian.
Ah, the race card…
I’m giving United the benefit of the doubt that he wasn’t chosen because he was Asian, but either way, he had every right to be pissed off, and he was.
He was not leaving that plane……now what?
Again, United found itself in a potential pissing match with one of its customers and needed to make an intelligent decision to keep from upsetting all the people watching this go down.
How important were these four employees who needed to get to Louisville?
They were clearly more important than the paying customers, because instead of sweetening the deal to gain voluntary compliance, the police were called.
Again, how difficult would it have been to get four people to volunteer to leave that plane? I’d have done it for all the Bud Light Lime I could handle at an airport bar, a hotel room to crash for the night and enough cash to buy a slinger and coffee in the morning.
Surely, somebody on that plane could have been bought out of their seat, right?
We’ll never know what that price was, because instead of further bargaining, United drew a line in the sand and brought in the law. They told the law that the intractable doctor HAD to go.
I can assure you, as a police officer for nearly two decades, that people who don’t want to go somewhere and who feel strongly that they shouldn’t have to, are the absolute worst people in the world to deal with.
At least people who break the law and don’t want to go to jail know that they’ve broken the law, and while they may fight a little bit, at the end of the day, they know they’re wrong and have to go.
People who are sick, mentally especially, and who have to go to the hospital for their own safety, are a good example of folks who don’t feel as though they should be forced to go against their will, and will fight you HARD to keep from being removed against their will.
This doctor no doubt believed that he was within his rights to not be removed from this plane, even when told by a police officer that he had to go. That never works out well.
I can’t speak as to the law as it relates to airlines, and it’s possible that the doctor was in violation of some law by not leaving, but either way, there was no hurry that required grabbing this man and dragging him off of a plane.
There was another way to handle this.
There had to be.
Instead, the good doctor remained stubborn and was dragged literally, off of the plane.
It was third world country looking bullshit, and was 100% avoidable.
To his credit, the doctor wasn’t fighting, he was simply being passive aggressive/non-compliant – pouty even. His recourse was to leave and take it up with a grievance or complaint, but the reality is that his complaints would have fallen on deaf ears.
I am completely of the mind that this doctor’s time was no more valuable than a teacher’s who needed to get to a classroom the next day, or a grandma, who wanted to see her out of town grandchildren the next day. His occupation is irrelevant to me.
Passengers, such as this woman below on the right, were understandably appalled.
Do you know what though?
Nobody on that plane was appalled enough to say, “Wait, wait, officers. Here, just let this man have my seat. I’ll give my seat up to end this madness.”
Everybody either sat there in silence thanking God it wasn’t their name drawn randomly, or videoed this ordeal on their phones completely oblivious to any thought of doing something to make this matter right.
After the madness, the four United employees took seats that we can only assume they felt entitled to, and had an uncomfortable flight amid incredulous passengers.
This whole clusterfuck was United’s fault, but we’ve let this become our norm.
Massive corporations know that they will make their money due to the quantity of available customers, so they have very little incentive to get to know their customers’ needs and cater to them.
There are a limited number of airlines, so United doesn’t care that you don’t like them today. There are enough people out there who will still fly United.
You see this same treatment by the giant cable/internet companies. Customer service is a perfunctory act where you complain and gripe and the rep on the other end of the line, “Steve” from New Delhi makes a jerking off motion while telling you that $189 a month is the best he can do for you.
It’s ridiculous, but we’ve allowed it to happen.
We’ve also allowed our police officers to be the go to for everything in society that needs fixing, whether it’s criminal or not.
That also must stop.
We “joke” with the recruits that they can expect to play many roles once they hit the streets. They’ll be asked to do the job of a police officer, teacher, doctor, social worker, therapist, psychologist, animal catcher, fire fighter, mechanic and on and on.
We joke about it, but at the end of the day, it’s not funny.
We’re paid, and more importantly, trained, to be police officers. We catch law violators and participate in programs that hopefully prevent future violations.
The problem on that plane is that had the officers simply said, “Look, you guys have a civil matter here. Call us back when a crime has been committed. Bye,” they’d have been in trouble just as they’ll find themselves in trouble now for using what looks like unnecessary force.
They were put in a no-win situation.
Police officers can’t be arbitrators for all of society’s problems.
We can’t be the strong arm of corporations or people with power to get recalcitrant people to obey a contract or some societal expectation that isn’t a criminal law violation.
That’s how we as police officers become associated with what’s wrong in society and we lose the public’s trust.