“We sincerely apologize for their experience. We were trying to keep their safety and the Homeland Security regulations as our two highest priorities,” said Kristy Nicholas from ExpressJet.
How did ExpressJet show its concern for their passengers’ safety? By keeping 47 people on a plane that seats 50 on the tarmac overnight! Crying babies, a single stinking toilet, and one drink all night long. Yup, customer safety and regulations do seem to be their top priorities –provided one thinks having 47 angry people on a small plane all night in those conditions is in any way safe.
I wonder where customer service is on ExpressJet’s list of priorities. I can’t imagine is too high on the list, if it’s there at all.
It generally pulls my beard when someone uses “national security” as an excuse to have done something dumb. It’s like a magic wand you get to waive when you have your hand in the cookie jar and get caught. Unfortunately, too many people just accept that as a legitimate reason for something to have happened and that’s just the end of it.
I can tell you that locking me on a small plane full of people with no snacks and beverages, wailing babies, and a disgusting bathroom would guarantee a national security problem, or at least a security problem for the airplane. Easiest way to get off the plane? Get arrested. I’d take a rap for being disorderly to not have to be there.
It was almost hilarious when the airport informed them they were full of crap about how they couldn’t possibly have let the people off the plane.