FAA

Why are airline passengers so rude & unruly?

[Our story on the rise of unruly airlines passengers first appeared on NBC News)

Air travelers picked up some bad habits during the pandemic that they can’t seem to shake.

Unruly passenger incidents rose 47% globally last year from 2021, even as pandemic-related restrictions faded, according to recent data released this month by the International Air Transport Association, an airline trade group.

Reports of bad behavior rose from a rate of 1 incident per 835 flights to 1 per 568 over that period, IATA found.

Conflicts over mask requirements, which drove a surge in unruly conduct during the depths of the coronavirus pandemic, have largely dissipated.

But as air travel continues to rebound — a record 257 million passengers are expected to hit the skies on U.S. airlines this summer — other sources of contention are still triggering disruptions at alarming rates. And some say official data may only capture a fraction of the problem.

“The public does not hear about the 99% of would-be incidents that are resolved by flight attendants without event,” the Association of Flight Attendants President Sara Nelson said in an email. “We deescalate conflict as aviation’s first responders on nearly every flight.”

Industry experts say that they can only speculate about what’s going on.

“I’m not sure if there is an overall increase in a feeling of self-entitlement,” said aviation security expert Jeffrey Price, the owner of the airport management consultancy Leading Edge Strategies, “or if people are, for some reason post-Covid, feeling more empowered to assert what authority or influence they believe they have.”

Looking at more than 20,000 reports submitted by around 40 airlines worldwide, IATA found the most common types of unruly conduct last year were non-compliance with crew instructions, followed by verbal abuse and intoxication.

In the last few weeks, a Delta Air Lines flight heading to Detroit from Paris was diverted to Canada for an emergency landing over the behavior of an unruly passenger. And a traveler denied boarding at Hartsfield-Jackson Atlanta International Airport was arrested after allegedly having slapped a Spirit Airlines employee.

While extreme incidents like those remain rare, “it is very concerning to see the frequency of reported unruly incidents increasing,” said Jonathan Jasper, IATA’s senior manager for cabin safety. “And the key here is that the numbers are only a part of the story. It’s the behavior behind the numbers that is causing us some concern.”

IATA attributed last year’s jump in noncompliance to infractions ranging from passengers’ smoking cigarettes or vaping on planes to failing to fasten their seat belts, refusing to stow cabin baggage during takeoff and landing, and drinking their own alcohol onboard.

IATA’s study doesn’t break down incident rates by region. In the U.S., Federal Aviation Administration data shows the problem remains elevated despite having eased considerably from pandemic peaks.

In 2019, the FAA logged 1,161 unruly passenger reports and just 1,009 in 2020, when lockdown orders sharply restricted air travel.

But as flight volumes began ticking back up, the reports skyrocketed to a record high of 5,981 in 2021 — around 72% of which had to do with masking rules, the FAA said.

Last year, the agency tallied 2,455 unruly passenger reports in the U.S., still far above pre-pandemic levels but a sharp drop nonetheless. The decline came in a year when a federal judge struck the Centers for Disease Control and Prevention’s mask mandate for public transportation in late April 2022, by which point masking-related unruly conduct had dipped to 63% of FAA reports.

When mask mandates were overturned, however, the agency had already spent well over a year enforcing a “zero-tolerance” policy for unruly behavior.

In January 2021, it rolled out penalties such as hefty fines and the threat of federal criminal prosecution, including potential jail time, for any passenger who “assaults, threatens, intimidates, or interferes with airline crew members.” The FAA said this April that it had referred more than 250 of the most serious cases to the FBI since last 2021.

While instances of noncompliance fell at the start of last year as more airlines and governments around the world dropped their mask mandates, IATA found the rate beginning to rise again as 2022 wore on, ending the year up.

Some aviation experts say many customers have most likely lost patience with airlines over high ticket prices, widespread delays and cancellations and sliding service quality in recent years.

“Flying is an altogether less enjoyable experience,” said Philip Baum, the managing director of the aviation security consultancy Green Light Ltd.

He noted that the industry let go of huge numbers of personnel early in the pandemic and has struggled to recruit and train new ones. Many airline and airport workers may now be less experienced and more stressed, adding strain to interactions with shorter-fused customers.

In addition, Baum said, “The reality is that post-pandemic, those experiencing poor mental health is on the increase, some of whom may find the depersonalized service offered a trigger.”

Nelson also pointed to the pandemic’s long shadow, saying it “exposed deep social division and resentment over rising inequality,” and she criticized public officials’ “mixed messages and contempt for rules that protect our collective safety” as having made matters worse.

“Our cabins are microcosms of humanity, so this anxiety, confusion and division continues to show up in behavior on our planes,” she said.

Aviation most likely isn’t the only industry more customers are lashing out at. In the National Customer Rage Survey, released in March, a record 74% of consumers said they experienced issues in the marketplace in the previous 12 months.

And 43% of respondents said they had raised their voices at customer service, up from 35% in 2015. Labor shortages in recent years were probably a factor in the jump, the researchers said at the time.

Whatever the underlying causes, the problem shows few signs of fading from air travel.

The FAA had already recorded 822 reports of unruly passengers as of June 11 — less than halfway through a year when global passenger volumes are projected to reach 92% of pre-pandemic levels, up from 72% last year.

In fact, after a slight dip in February to 122 unruly passenger incidents, the FAA received 169 reports in May — the highest monthly level so far this year.

The agency didn’t respond to requests to comment further on its data.

FAA Outage Causes Flight Delays & Disruption

Late Tuesday evening, an essential piece of the aviation transportation network operated by the Federal Aviation Administration failed.

And because of that the FAA temporarily grounded all flights nationwide on Wednesday morning.

The ground stop was lifted by 8:50 am east coast time. But the fallout included more than 1,300 canceled flights and close to 10,500 delayed flights over the course of the day, according to flight-tracking website FlightAware.

And, as we know, when that happens, it can take a few days for flight schedules to fully get back in order.

What went wrong?

The FAA’s Notice to Air Missions (NOTAM) system, which provides critical safety and operational information to pilots stopped working. And without that information, it wasn’t safe for any planes to take from any airport.

After the reboot, flights resumed. And by Wednesday evening, the FAA issued a statement with some explanation of what went wrong and a reassurance that the agency wasn’t the victim of a cyber-attack. The agency also promises to ‘further pinpoint’ what went wrong, and “prevent this kind of disruption from happening again.”

“The FAA is continuing a thorough review to determine the root cause of the Notice to Air Missions (NOTAM) system outage. Our preliminary work has traced the outage to a damaged database file. At this time, there is no evidence of a cyber attack. The FAA is working diligently to further pinpoint the causes of this issue and take all needed steps to prevent this kind of disruption from happening again.”

Now What?

Passengers whose flights were canceled are owed refunds by the airlines, even though this was an FAA-induced incident. Most airlines are waiving change fees and allowing ticketed passengers to change plans and trying to rebook passengers on other flights. If your travel plans were disrupted, be sure to see if the credit card you used to book the flight has some sort of travel delay insurance. Here are links to the Travel Alert page for many airlines.

Alaska Airlines

American Airlines

Delta Air Lines

Frontier Airlines

JetBlue

Delta Air Lines

Southwest Airlines

United Airlines

FAA Call-Out: Design a Sustainable Control Tower

Think you can design a cost-efficient, sustainable air traffic control tower?

The Federal Aviation Administration, (FAA) has more than 100 aging control towers at regional and municipal airports across the United States that will need to be replaced. So, the agency is launching a nationwide solicitation for a new design for control towers that can be built and operated sustainably.

The FAA points to the tower at Tucson International Airport (TUS) as an example of a sustainable tower building already in operation. The TUS tower is the first air traffic facility with net-zero energy consumption. It uses a 1,600-panel solar farm to generate power for all of its electrical needs. And it supplies unused power back to the grid. The solar farm also produces ice, which is stored in large containers and used to cool the building when solar panels are not generating electricity. 

You can read about the deadlines and the solicitation phases for the new tower RFP here.

But even if you’re not an architect or an engineer, note that the last time the FAA invited architectural firms to develop a modular design concept for new control towers it hired the company headed by then rising architect I.M. Pei. Several of the 16 Pei-designed towers—including at Chicago O’Hare, Sacramento, Madison, and Jacksonville international airports—are still operating.

Mask mandate on planes & public transit to be extended

On Tuesday, multiple sources were reporting that federal officials will extend until at least mid-January the requirement that travelers must wear face masks on commercial airplanes, in airports, and on other forms of public transportation.

The Transportation Security Administration’s current transportation mask mandate is set to expire on Sept. 13. The agency is expected to extend the mandate until Jan. 18.

The mask mandate makes sense, given the rising rates of COVID-19 due to the delta variant. But there are likely to be people who are unhappy with that requirement. Some of those people will likely end up in the FAA’s unruly passenger list.

No official tweet from TSA on the mask mandate as of late Tuesday night, but TSA did post something earlier in the day about the latest pups in competition for the agency’s Cutest Canine Contest.

Dogs are cool, but cat lovers at some airports made sure to celebrate Black Cat Appreciation Day on Tuesday as well.

TSA offering self-defense training to flight crews.

As airline passenger volume ticks up, many passengers are packing something the Transportation Security Administration and airlines would rather they’d leave home: a combative attitude.

“Passengers do not arrive at an airport or board a plane with the intent of becoming unruly or violent; however, what is an exciting return to travel for some may be a more difficult experience for others, which can lead to unexpected, and unacceptable, behaviors,” said Darby LaJoye, TSA Senior Official Performing the Duties of the Administrator.

The Federal Aviation Administration (FAA) is reporting an alarming spike in incidents of unruly passengers.

Here is part of a table from the FAA showing all the cases investigated that cited violations of one or more FAA regulations or federal laws.

There are 3,082 incidents so far in 2021, compared to fewer than 200 cases in any of the past five years.

You’ve no doubt seen and read about all the crazy incidents on planes with passengers refusing to comply with federal regulations to wear face masks. But not as well-publicized are the incidents that have been taking place in airports.

TSA shared this in a statement:

Two separate incidents this month have triggered referrals to law enforcement for passengers in Louisville, KY and Denver, CO. In Louisville, a passenger allegedly assaulted two TSOs while attempting to breach the exit lane and is facing state criminal charges for criminal trespass, fleeing and evading police, misdemeanor assault, and resisting arrest. The Denver incident involved a passenger allegedly biting two TSOs and remains under investigation. Both passengers also face a potential civil penalty of up to $13,910 for each violation of TSA security requirements.” 

Here’s something that may help:

In early July the TSA is restarting its Crew Member Self-Defense (CMSD) training. Under the voluntary program, which was paused due to COVID-19 restrictions, Federal Air Marshals train flight crew members in defensive measure techniques for responding against an attacker in a commercial passenger or cargo aircraft.

During the training, flight crew members learn to identify and deter potential threats, and if needed, apply the self-defense techniques against attackers.  The four-hour training is offered to flight crew members free of charge and is held at 24 locations around the United States.

“Through this training program, TSA’s Federal Air Marshals are able to impart their specialized expertise in defending against and de-escalating an attack while in an aircraft environment,” said LaJoye, “

Sara Nelson, the president of the Association of Flight Attendants-CWA, would like the course to be compulsory.

Assaulting or threatening a member of the flight crew is a federal crime and perpetrators may face civil penalties, criminal fines, or imprisonment. In May 2021 alone, the FAA proposed civil penalties ranging from $9,000 to $15,000 against five airline passengers for allegedly interfering with and, in two cases, assaulting flight attendants who instructed them to obey cabin crew instructions and various federal regulations.