A friend of mine just flew on United Airlines on an overseas trip with her infant daughter. Her horrible experience is described below in an email she just sent to the CEO of UAL, the Board of Directors and Customer Relations…
Dear United Airlines,
My name is Cheryl I am writing in reference to an unacceptable business practice, a flight attendant’s behavior and a serious safety issue.
I traveled on:
Flight 943 on May 24, 2008 from Paris to Chicago
and my return flight was
Flight 942 on July 18, 2008 from Chicago to Paris.
I am writing about two incidents that occurred, one on each flight.
I was traveling alone with my initially 2 month old infant, and at second flight, she was 3 months old. I chose United Airlines specifically for the reason that I was led to believe from the United website, that United is a family-friendly airlines that accommodates parents traveling long distances with small infants by having the use of a bassinet available with reservation.
I called United Airlines on 2 separate occasions: the second time, double checking that the bassinet was reserved for both flights. I double checked to find that there was no record of that reservation, but it would be added. I asked about the use of the bassinet and was told it can be used in any seat, laying at your feet if you are not in a bulk-head seat. I was also told that arrangements would be made at the airport to change my aisle seat to a bulk-head.
Upon arriving at the airport for our flight from Paris to Chicago I was told again that there was no record of a bassinet reservation and that no bulk-head seats were available but to speak with the gate crew about the possibility of switching with another passenger. To my dismay, I was told that all bulk-head seats were now sold for a PROFIT to members of a special club of customers who can afford $350 dollars a year for the PRIVILEGE of PURCHASING bulk-head seats, instead of these seats being assigned to passengers in need first. The gate crew told me to wait while they made an announcement to call other passengers to see if any would be willing to switch seats with me. I waited and listened. No further passengers were called to to the desk. In the meantime, members of above mentioned Privileged Club were asked to board first, while passengers with small children and special needs were not announced and completely disregarded, something that has NEVER happened to me or any of my friends or family on ANY flight ever taken. I made my way to the gate to board anyway, which I was allowed to do. When I reached the door of the aircraft, I again requested a change in seats, and was then left standing at the door to the aircraft, baby-in-arms, while the disorganized crew attempted to resolve the issue. All other passengers walked past me and boarded the plane, some making embarrassing comments about being on a long flight with a baby. When I was finally told I could not switch seats, I was last to board besides the man in a wheelchair , who then had to wait in the aisle for several minutes while I attempted to organize myself and my infant on the crowded flight. The space at my feet was not large enough to place a bassinet, contrary to what I was previously told, so one was never brought to me. Anyone who has ever had children can understand that a long trip with a tiny baby is difficult enough, without having to do everything with the baby in your arms the entire trip. My question is, what is the point in advertising the use of bassinets for small babies if the bassinets are not able to be used on the flights? This is an unacceptable business practice defined as a “Bait & Switch”. The use of a bassinet was advertised and twice verbally promised, but never delivered.
My second concern is a serious safety issue that presented itself during an incident on my return flight from Chicago to Paris.
Again, I asked about the reservation of a bassinet when I changed my flight date on the paper tickets at the airport, 3 weeks before this flight. I was again told there was no record of a bassinet reservation, but one would be made. I was again told that arrangements would be made for a bulk-head seat at the airport when I arrive. At check-in, I was told no bulk-head seats were available, but was asked if I would like to PURCHASE extra leg room at the outrageous and unaffordable price of $97. The use of extra-leg room, I felt was not a luxury to be purchased, but was a necessity for the use of the bassinet I had reserved. I declined. I was told to speak with the gate crew about seating arrangements. I asked the gate crew if they could help me out in any way, so that I may have the use of my reserved bassinet. They offered me the use of two adjoining seats and told me that I would be able to bring my rear-facing infant car seat (which was part of the stroller I was using) into the cabin and use it in the extra-seat. I was overjoyed that I would be able to have some much needed relief of holding my baby during the entire 8 hour overnight flight and that she would be safely strapped into a seat. This was to be a 19 hour door-to-door trip with my flight being the only time I could possibly rest. I boarded the plane and installed the seat rear-facing, according to the manufacturer’s instruction booklet, which I had just read cover-to-cover 2 days before the flight, as it was a new seat. This included a section titled “Aircraft Installation”. I double-checked the correct installation and position of the lap belt with the illustration printed on the side of the seat. I then realized that the position of the baby seat was preventing the woman in the seat directly in front of my infant to recline her chair. I kindly apologized to the woman for her inconvenience and was surprised by her very unkind response. The woman became irate and began yelling that I needed to change my seat because she HAD to be able to recline her seat. She then began attempting to recline her chair by forcibly pushing back on it which was visibly stressing the infant seat with my infant in it. I was afraid the infant seat would break and asked her calmly, “Please do not break my seat.” She then got up to get a flight attendant. A male flight attendant came to my seat and said, “Well, now I don’t know anything about these seats, but I know THAT is not the way that car seat goes. You need to turn it because this woman needs to be able to recline her seat.” I informed him that I HAD, in fact, installed the seat correctly and tried to show him the illustration on the side of the seat, which he did not look at. He insisted that I had installed it wrong and said I needed to turn it forward-facing. I attempted to follow the flight attendant’s instructions and turned the seat forward-facing. At this point a man sitting behind me chose to get involved for some unknown reason. Without saying anything or asking my permission, he grabbed the back on my baby’s seat and pulled up on it, dumping my baby forward out of the seat and I had to quickly react to catch her just before her face would have hit the seat in front of her. The male flight attendant observed this and walked away. I checked the now incorrectly installed forward-facing seat to see if there possibly was a way to strap it down with the lap belt as he had said i must, and, of course there was not. So I did what any caring mother would do. I returned the seat to it’s correctly installed rear-facing position and strapped the seat down according to manufacturer’s instructions. As a mother traveling with a small baby, I can assure you that comfort of other passengers IS one of my main concerns. One of the last things I want is the embarrassment of trying to calm a noisy baby in an enclosed space. I will do anything reasonably within my power to keep my baby quiet and content so that she does not disturb and cause the discomfort of other passengers, but that does not and never will take priority over the safety of my child. The same male flight attendant returned to my seat, stood over me, and in a very condescending voice said, “Now what did I tell you? You need to turn the car seat, this lady needs to be able to recline her seat.” I was aghast with disbelief at the ignorance, hostility, and incessant humiliation I was faced with, in addition to the complete disregard for the safety of a 3 month old baby. I refused, stating that I would not compromise the safety of my baby for the comfort of anyone. The attendant continued to insist I turn the seat while admitting that he had no kids himself and did not know how to use the car seat. I asked him to then get someone who does know. He returned again with a woman flight attendant who also insisted I install the seat incorrectly for the comfort of the woman passenger. At this point I was so embarrassed by the situation, I agreed to turn the seat forward, against my own good judgement, FAA recommendations, and car seat manufacturer’s instructions, but I insisted the seat MUST be correctly installed for take-off and landing. Satisfied, the attendants left me alone, in tears with embarrassment, disbelief, and anger at what had occurred. I turned the infant seat forward for the duration of the flight, but quickly regretted this as the flight was turbulent and many times, the fasten belts sign lit up and I was not able to safely fasten my baby to her seat. I was so upset, I was unable to rest or sleep the entire 8 hour overnight flight, and have felt upset and disturbed by the events for days.
I would now like to quote from the car seat’s manufacturer’s instruction booklet.
“Aircraft Installation: This child restraint is certified for aircraft use. Use on forward-facing aircraft seats only and in a position where the lap belt can be tightened securely. This child restraint is installed in an aircraft seat the same way it is installed in a vehicle.”
“IMPORTANT! Failure to follow the warnings on the labels and in the instruction manual can result in the death or serious injury of your child.”
“WARNING! Failure to place this child restraint [in bold red typeface] FACING THE REAR [end red typeface] of the vehicle when the child is between 5-22 lbs. (2.3-10kg) can result in serious injury or death”
“WARNING! Using this child restraint in any vehicle seat where the lap belt cannot be tightened securely and properly or where it can be loosened by pulling on it can result in serious injury or death.”
“WARNING! This child restraint must always face the rear of the vehicle.
“WARNING! Never place a child less than one year old forward facing.”
“WARNING! This child restraint should be securely belted in the vehicle even when not in use. In a crash, or sudden stop, an unsecured child restraint could injure other occupants.”
I would also like to quote from the FAA’s website:
“FAA strongly urges parents and guardians to secure children in an appropriate restraint based on weight and size. Keeping a child in a CRS or device during the flight is the smart and right thing to do.”
“Always follow the manufacturer’s instructions when using a CRS. FAA recommends that a child weighing:
- Less than 20 pounds use a rear-facing CRS”
The fact that it was insisted upon me that I go against every one of these above safety warnings and recommendations so that another passenger could be more comfortable is unreasonable and dangerous. United Airlines placed my infant in harm’s way and did not maintain safety as their number one priority. This is NOT an acceptable behavior from an airline and I will report this incident to the FAA.
The flight attendant’s condescending and rude behavior to me was unacceptable. He also showed complete disregard for the mistreatment of an infant by two other passengers.
I am requesting two personal apologies, one from United Airlines which addresses all 3 issues: that of Bait & Switch, flight attendant behavior and the placement of an infant in a dangerous situation. The second apology I am requesting is one specifically from the male flight attendant who treated me and my infant so unkindly.
I am also requesting the reassurance that all flight attendants will be trained in the proper installation of rear-facing infant seats for the safety of all babies traveling and the avoidance of future incidents like these for their parents.
Sincerely,
Cheryl XXXXXX
Lyon, FRANCE
My friend told me this story first hand, and seeing it in writing just makes me sick!! United should be extremely ashamed of themselves!!
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t a race car fan myself, I’ve never actually sat and watched the Indy 500 or any other type of car race. Although, recently I have seen snippets of some races because my BF is a HUGE fan of this type of stuff. I didn’t know what really to expect. I knew it would be a sight!! I knew I would see drunks and lots and lots of Hillybillys!!! But other than that I thought it would be a 2 or 3 hour race and then we would go home!! 
to Grateful Dead Concerts and Lollapalooza Concerts, but neither of those compare to what I experienced over the weekend. People camped out for days and days before the race. We parked in a field about a mile from the track. The field was filled with tents and campers and people tail-gaiting. People were passed out amongst empty beer cans and bottles of cheap vodka. It looked like a huge continuous party had been going on for days. Good times!!
