Drunk Passenger Refuses To Leave Delayed United Flight—Until Another Traveler Forces Him Off (Video)

United Airlines flight UA 2731 from Newark to Denver was delayed 4 hours and 43 minutes on Friday – slightly longer than the actual travel time of the flight.

All passengers on the Airbus A321neo nearly had to be removed from the aircraft when a “clearly..intoxicated” man refused to leave. All the airline wanted was assurance that he would “behave and not cause any issues on the flight” but he was unable to offer that assurance. That’s when another passenger stepped in.

On the plane – clearly slurring words & intoxicated when talking to the supervisor – who told him “his behavior was rude and unacceptable”. Supervisor was EXTREMELY kind and patient asking him if he would behave and not cause any issues on the flight, and he refused.

Supervisor left, came back for one more chance, he still would not say yes. After announcing we all would have to deplane, people got quite upset, and eventually through some kind coersion from one passenger he left on his own (in the video).

https://embed.reddit.com/r/unitedairlines/comments/1mfcd28/ua_2731_newark_denver_passenger_kicked_off_for/?embed=true&ref_source=embed&ref=share&utm_medium=widgets&utm_source=embedv2&utm_term=23&utm_name=post_embed&embed_host_url=https%3A%2F%2Fviewfromthewing.com%2Fdrunk-passenger-refuses-to-leave-delayed-united-flight-until-another-traveler-forces-him-off-video%2F

This reminds me of when I was 18 and drinking with friends one night in Tijuana. I was an undergrad at UCLA at the time, and we’d head south because we weren’t yet legal drinking age in the States. You’d park on the U.S. side of the border and walk over, and only needed your drivers license as ID back then. One night I had too much to drink. The U.S. official on the way back simply asked “are you a citizen?” but I could not answer. A friend told me, “Gary just say yes” and I could only say “she said say yes.” Eventually they let me back in. So I did better than this passenger.

Inflight incidents reached all-time highs during the pandemic, when passengers were required to wear masks and mask-wearing became political. There were fewer people traveling then, but more flashpoints of confrontation than ever before.

United Airlines handled these incidents better than most. This was probably the legacy of 2017’s David Dao passenger-dragging incident, after which the airline’s crew received de-escalation training. United flight attendants would write up non-compliant passengers, and the airline would deal with the issue after the flight (for instance, putting people on their banned passenger list). American Airlines, in contrast, would divert flights more often.

However passenger incidents remain elevated compared to before the pandemic. I believe some of this is the smaller percentage of business travelers onboard compared to the Before Times. But I also think some of it is reduced staffing at the gate to save money. Gate agents don’t spend as much time as they used to, paying attention to customers, which means fewer problematic passengers get identified prior to boarding.

While passenger incidents are almost always the fault of the badly behaving passenger, “what’s different” from a causality standpoint is likely on the airlines.

Stuck on a delayed plane? Here are your rights as an airline passenger

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(NEXSTAR) – Passengers aboard a recent American Airlines flight were delayed for several hours at Charlotte Douglas International Airport amid mechanical and weather-related issues. The flight, which was scheduled to leave for New York at 1:07 p.m. on July 24, didn’t depart until shortly after 7 p.m. that evening, and only after passengers were transferred to another plane, American Airlines confirmed.

Some passengers had complained of limited air conditioning or beverages during the nearly six-hour delay, the Charlotte Observer reported. One passenger, herself a Charlotte Observer reporter, claimed another traveler began “having a mental breakdown” during the wait and that some people had even “started sobbing.”

American Airlines issued a statement acknowledging the frustrating situation, but as far as the Federal Aviation Administration is concerned, the carrier appeared to abide by all rules and regulations for passengers awaiting takeoff.Southwest Airlines says flight credits will last forever 

According to the Department of Transportation, airlines are allowed to keep passengers on a departing flight for up to three hours (or four for an international flight) before they are required to start moving the plane “to a location where passengers can safely get off.” There are exceptions, of course, which are allowed “only for safety, security, or air traffic control-related reasons.”

In the case of last Sunday’s American Airlines flight, which was initially delayed after the flight crew detected a maintenance issue, the plane’s passengers were instructed to deplane at 3:50 p.m. After 40 minutes in the terminal, customers were transferred to a different plane, which began boarding at 4:30 p.m. but didn’t take off for New York until 7:03 p.m. due to lightning in the area, according to American Airlines.

American also claims that, for the majority of the delays, the plane was sitting at the gate with the jetbridge attached and the forward cabin door open for any passengers who wished to leave.

Because of this, a representative for American Airlines told Nexstar the incident didn’t officially qualify for the Department of Transportation’s definition of a “tarmac delay,” which only begins when the boarding doors are closed. Instead, a representative for the carrier referred to Sunday’s incident as an “extended gate delay.”

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If this was a tarmac delay, however, the Department of Transportation explicitly states that passengers who choose to leave the plane could also be refused re-entry: Airlines are in no way required to let them back on the plane, and they may not even offload those passengers’ checked baggage.

“Passengers will need to contact the airline about returning their checked luggage at a later time,” the Department of Transportation writes.

As for food and beverages during tarmac delays, passengers are entitled to a drink and a snack (“such as a granola bar”) within two hours after the start of the delay, barring any significant safety or security reasons.8 hospitalized after plane hits ‘unexpected turbulence,’ makes emergency landing 

But what if your plane isn’t parked at the gate and it hasn’t yet been three hours (or four, for international flights) since the delay began? What happens if passengers begin requesting to be let off the plane? In that case, it’s usually up to the airline whether the aircraft can return to the gate and deplane passengers.

Many different agencies — Air Traffic Control, the Transportation Security Administration, Customs and Border Protection (CBP) — can elect to allow a plane to disembark, depending on whether the aircraft is arriving (from a domestic or international location) or waiting to depart. But if the plane is simply waiting on the tarmac and there is no threat to the safety or security of passengers, the airline is generally in charge of deciding whether to deplane earlier than the required time frame.

A representative for Customs and Border Protection told Nexstar that CBP officials, too, can choose to contact the airline and begin facilitating the deplaning of an aircraft if circumstances necessitate it.

Each U.S. airline, meanwhile, is required by law to establish a Contingency Plan for Lengthy Tarmac Delays, to address passenger needs and rights. In the case of American’s Contingency Plan, all rules for tarmac delays appear as if they were followed during Sunday’s extended gate delay. Though, if the plane wasn’t parked at the gate with the door open — and the incident actually did qualify as a tarmac delay — the Charlotte Observer reporter, mentioned earlier, might feel warranted in arguing about the cabin temperature.

“We know it can be frustrating when travel doesn’t go as planned, and apologize to our customers for the inconvenience,” American wrote in a statement shared with Nexstar.

Everything You’re Entitled to if Your Flight Gets Canceled or Delayed

Thanks to the Department of Transportation this now includes a full, automatic refund.

By Thrillist Editors

Updated on Oct 30, 2024 at 9:23 AMAzmanJaka/E+/Getty Images

It’s no secret that we at Thrillist love to travel—in fact, it’s pretty much all we do. And with every new flight, mountain summit, cocktail bar, and hotel check-in, we always learn something new. That’s why we’re in the habit of turning to our team of seasoned editors and global contributors, each with extensive boots-on-the-ground experience, to help you plan your next jet-setting adventure.

2024 has proven to be a precarious year for airplane travel, burdening passengers with regular snafus, like flight delays and trip cancellations, to more extraordinary events, like the Boeing 737 Max 9 blowout. While it might feel like we’re staring down a hectic season of mass holiday travel, we have good news: The Department of Transportation’s rule requiring automatic refunds for cancelled or significantly delayed flights has now gone into effect.

Keeping this in mind, it’s especially important to know the full breadth of your rights as you navigate the friendly skies. You can get much more than a $10 voucher for a sad airport salad whenever cancellations, overbooked legs, and excessive delays screw up your travel plans. Here’s what the airlines aren’t telling you, and what actions you can take to receive compensation for delayed or canceled flights, featuring some insight from Scott Keyes at Going. 

General tips and advice for flying in our current state of travel

First, some basic rules of travel: Try to book a morning, non-stop flight, because it’s less likely to be delayed or cancelled. And book through the airline if you can; that will make it easier to adjust plans to your liking should your flight be delayed or canceled. If you’re made of money-bags, buy a fully refundable flight (nobody does this) or purchase it with a credit card that offers trip cancellation insurance (more feasible).

If you booked through a third-party site, download the airline’s app to make checking in and switching flights a breeze. In some apps, you can also do things like switch seats on the day of flight without having to get on the website or talk to an agent. (We recently switched from a middle seat to a previously-unavailable window seat on the subway on the way to the airport. A dream.). Travel light with just a carry-on, avoiding checking bags (and don’t forget to pack some patience).  Oh, and be kind—the airline workers are doing their best.

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What to do if your flight gets delayed or canceled

A few years ago, Secretary of Transportation Pete Buttigieg along with the US Department of Transportation did us a solid by setting up an interactive, easily navigable Airline Customer Service Dashboard to answer any questions you may have about your rights when flying. Just plug in your airline carrier and see all the amenities they’ll provide in the event of a preventable delay or cancellation. Use it to compare airlines before you book—a first glance tells you that American Airlines, Delta Air Lines, United Airlines, and JetBlue all load up on the promises—and brush up on what they say they’ll compensate should something go awry. And if it turns out it’s just lip service on their part, tell Pete about it.

Now for the big stuff. If your airline cancels your original flight and you choose not to travel on your rebooked flight, you’re entitled to a full cash refund under federal law. Under the new rule, the airline must provide those funds automatically, to the original form of payment, which means no haggling or navigating customer portals on your end. You’re also entitled to an automatic refund for significant changes or delays to your original schedule.

According to the DOT, significant changes are defined as “departure or arrival times that are more than 3 hours domestically and 6 hours internationally; departures or arrivals from a different airport; increases in the number of connections; instances where passengers are downgraded to a lower class of service; or connections at different airports or flights on different planes that are less accessible or accommodating to a person with a disability.”  

Say no to vouchers—you’re entitled to cold, hard cash

Vouchers can sound like a great deal and probably make the gate attendants feel like Oprah (you get a voucher, and you get a voucher!). But don’t fall for it. If your flight is canceled, delayed significantly, or overbooked, airlines are required to tell you that you can get a check on the spot. It’s basically your airport Miranda rights.

Let’s say you’re bumped from a flight, but the airline still manages to get you where you’re going within an hour of the original arrival time. You’ve got no cause to complain, really—and, in that case, you’re not going to see any compensation.

But if you arrive between one and two hours past your original arrival time on a domestic flight (or between one and four hours for international travel), the airline must pay you, at minimum, 200% of the one-way fare to your destination, up to a maximum of $775. And for domestic flights arriving more than two hours after the originally scheduled time, the minimum compensation doubles. You are then entitled to 400% of your one-way fare—the US Department of Transportation (DOT) requires they compensate you in cash, up to $1,550. For more information, take some time to peruse your Fly Rights.

If it looks like the delay is going to cost you more than the airline is offering—say, if you have a non-refundable hotel reservation or miss a private helicopter ride (look at you!)—you’ve got 30 days to try and get as much money out of them as you can. But once they cut you a check, it’s a done deal and you’ve essentially agreed to accept whatever you were offered.

If you do opt for the voucher or re-booking, negotiate

Say you’re a frequent flier and, for you, the voucher is basically equivalent to cash. In that case, make that voucher count. They may tell you that you’ll get $250, but tell them no dice unless it’s $600. And you don’t have to get stuck on the first number and watch other people get more: If they need multiple volunteers to re-book in an oversold situation, Keyes suggests saying that you’ll take as much as the highest bidder.

And it’s not just monetary compensation you can get: In this case, you can finagle some other perks. Like, say, a business-class seat. “If an airline is really in dire straits, they are willing to upgrade you in those situations,” says Keyes. “It’s not often something that they’re going to proactively tell you. They’re not going to be like ‘Oh, you can get a $1,000 voucher to get bumped and get business class seats on your return flight.’ It’s almost like the secret menu at In & Out. There’s all sorts of things they’re willing to play ball on: give you lounge access, give you restaurant vouchers, and give you an upgraded seat for your next flight. But you have to be the one to ask.”

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You can cancel within 24 hours of booking for no charge

Now, there are caveats to this, so don’t go booking an entire planeful of tickets for shits and giggles. With most airlines, you can cancel/change your ticket within 24 hours of booking up to seven days before your scheduled departure and still get a full refund. (The notable exception is American Airlines, which instead allows you to hold a ticket up to 24 hours at the price you see.) Some airlines—like Southwest—have even more generous refund policies that let you change plans up until right before you take off.

For the most part, you’ll need to book directly through the airline’s website to get this perk, and not through a third-party booking site (although big ones like Expedia or Hotwire offer policies similar to those of airlines). And though the window disappears online after 24 hours, Keyes says that if you’re at 25, or even 27 hours, it’s worth calling the airline directly to see if they’ll do you a solid. “They call it a ‘one-time exception’ for those just beyond [the time limit],” he says. “It’s not a guarantee, but it’s worth asking. And that’s something where an actual human agent will have to make an exception for you.”

Thanks to the pandemic, changing flights has become much easier

So you didn’t make the 24-hour refund window. Never fear: That doesn’t mean you’re stuck with your flight. Due to the pandemic, most major airlines have implemented flexible flight change policies, benefiting both us and them. So switch away. This, however, does not extend to Basic Economy flights.

Related

What Frequent Fliers Know About Getting Free Stuff from Airlines

Status is everything.

If you’re delayed, they can book you a seat on a competitor’s flight

Back in the golden age of flying, there was this thing called Rule 240, which forced an airline that delayed you significantly or canceled your flight to rebook you at no extra cost, even on a competing airline. That ended with deregulation in 1978, but airlines will still do it if you ask nicely or if you have elite status.

Don’t expect the gate agent to scour the interwebs to find you a seat, though. There are likely 100 other people trying to get out as well, so if you make their job fast and easy you’ll get better results. Look up the flights you want, calmly stroll up to the counter with two or three options ready, and see if they can do anything for you. If those options include flights on their airline, all the better.

If your itinerary gets changed, they pay the difference…

If you’re massively delayed and the airline arranges alternate transportation with another carrier, they will cover all the expenses and extra fees the new airline might assess. So if there’s only a first-class seat available, it’s yours, and it won’t cost you an extra penny. Pass the complimentary Champagne.

… and, in that case, you get to keep your original ticket for later

That unused ticket for the delayed or canceled flight? It’s still good to use another time; think of it like an airline credit you got for your aggravation. If you’ve had it with that (expletive) airline and vowed never to fly them again, even for free —you have principles, dammit!— you can also request an “involuntary refund” for the flight from which you were bumped.

One point of warning: There have been instances of airlines trying to cancel your original ticket onsite, and confused passengers often assume this is normal procedure. It’s not. Politely tell the reservations agent you do not want to cancel the existing reservation.

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Non-refundable tickets can become refundable

If a flight is canceled, severely delayed (generally over two hours), faces a schedule change in advance of takeoff, or faces a route change (like a nonstop flight changing to one with connections), you can get a full refund on a non-refundable fare. If the airline’s actions significantly affect your schedule, it likely owes you money.

Your additional fees are refundable, too

Under the DOT’s new rule, passengers are also entitled to a refund of their checked bag fee if their bag is mishandled and not returned within 12 hours of their domestic flight arriving at the gate, or 15-30 hours for international flights. And you’ll get back all the money you spent on extra services too, like WiFi or seat selection.

In Europe, you’re entitled to even more

Ah those zany Europeans, always making pesky “rules” that inconvenience large corporations but benefit the public. These include what they require of airlines, so if you find yourself delayed on a Madrid to Stockholm flight you’re entitled to even more than you are back home.

If your flight is canceled because of something the airline did (as opposed to the weather), they are required by law to feed you and put you up in a hotel. You also receive a full refund for a canceled flight within seven days. The EU has its own set of delay compensation guidelines as well, ranging from 250 euros for short flights delayed under three hours up to 600 euros for flights between EU and non-EU airports that originate in Europe. That means if your flight home to the US is delayed, you’re still entitled to compensation. These rules still apply for many European-held islands in the Caribbean, like Martinique and Guadeloupe.

They owe you way more for delayed luggage than they’ll offer to pay

If your bag is delayed, not lost, airlines will try to placate you with $25 or $50 each day. But the DOT says that’s not enough to salvage a wedding, a ski trip, or an important business trip. These companies can owe you up to $3,500 in liability for a domestic US trip, so long as you’ve got receipts—you’ve gotta prove to the airline the relative value of what you had in the bag, and why you needed it before the luggage could be delivered. That’s not to say this isn’t your big chance to upgrade your suit collection. It’s just that if there wasn’t an event you needed the suit for before your bag showed up, you might not get full reimbursement.

If your bag is small, you can gate check it for free

Don’t go lugging an oversized suitcase filled with a whole semester’s worth of clothes (or weird contraband) through TSA, but if you’ve got a small- or medium-sized bag you’re willing to part with for a few hours, taking it to the gate and volunteering to gate check it can save you a bag fee. It also earns you goodwill with the flight crew, as you appear to be sacrificing something for the good of the plane, even though you’re just being cheap. Of course, this doesn’t apply to airlines that charge for carry-ons to begin with, and you’re probably out of luck (meaning, there’d be an administrative fee of around $50) if you’re flying Economy Plus on a legacy carrier, too.

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If the plane sits for three hours, you can hop off

During a lengthy tarmac delay in the US (upon either arrival or departure), the DOT says an airline can’t keep you on a plane for more than three hours (on a domestic flight) or four hours (on an international flight) without allowing you to get off if you wish. Even listening in on what your pilot is saying to air traffic control probably won’t keep you entertained for that length of time. Also, the airline is obligated to get that food and water cart running down the aisle after two hours of delay.

Buying multiple tickets at once can be more expensive

It might seem more efficient to book a big block of airline tickets for your big bachelorette blowout rather than suffer through a week of group texts to make sure everyone is on the same flights. It might also mean you end up spending a lot more money.

Airlines sell tickets at different price levels, much like tickets are sold for sporting events. If there are two tickets left for $99 and you try to book four tickets — but the lowest price level with four tickets available is $299 — ALL four tickets will be $299. Those two cheap ones stay on the market. So book tickets individually: It’ll ultimately save more money for the folks who book first.

You can get premium seats for free… if you wait

If you have status with an airline — or even if you don’t — ask for exit-row seats when you arrive at the gate. Those seats cost extra, and are most frequently the only ones left empty, even on so-called “extremely full” flights; they’re often filled by traveling flight attendants and pilots (known as Dead Heads or Non-Revs) assigned available seats at the last minute. If you ask nicely and are super polite (which, frequent flyers will tell you, is a big factor in getting free stuff) the gate agent has the power to give them to you.

Asking at the check-in counter, however, is a much lower-percentage shot. They’re dealing with every person on every flight, and won’t have time to give you the attention a gate agent might.

Credit cards might cover travel insurance and bag fees

Airline credit cards generally lure you in with promises of free bags, but other credit cards may offer this perk, too—take five minutes and call your credit card company to see if this applies. Many companies also automatically offer travel insurance, which means you won’t need to buy that from the airline either. Just remember travel insurance isn’t “I decided to sleep in” insurance, and only applies in situations stipulated in the policy. So maybe consider reading up on that.

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