I remember being aboard an airline flight that was stuck at the gate, the delay being announced as the result of some minor mechanical snafu. The wait grew longer and longer, and eventually reached the point where frustration mixes with actual minor discomfort to create a full-blown, bubbling stew of discontent.
We passengers were not allowed to depart the jet, although the plane had not moved an inch from the gate and that jetway could have easily been rolled back to the door. The vents were blowing hot air. There was no updated information, no services, and no promise of any imminent change in the situation.
I had a cellphone, which – back in that era of dinosaurs – was somewhat of a rarity. The way I figured it, I was being held against my will in a place I did not want to be. In my observation, the situation was exactly that of a kidnapping victim, with the possible exception being the absence of guns and facemasks. Just before I dialed police to report my need for rescue, the pilot announced the problem had been rectified and we would shortly be on our way.
Of course, the expression of time was simply airline jargon. For the rest of us, the delay merely continued to drag on until – finally – the engines began their own whining.
Things have changed just a little since then. First of all, everyone carries a cellphone now, and secondly – the ticket-buying consumer finally has some regulatory protection.
American Eagle is facing a $900,000 fine for keeping passengers in their airliners in Chicago for more than three hours. The on-board hostages were also not allowed to leave the jets during the episode, but recent rule changes allow the US Department of Transportation to impose such fines on carriers that do not respect the rights of passengers.
It is the first fine under new rules that went into effect in April 2010, which outlined specifics that are to be followed regarding flight delays and already-boarded airliners. On May 29, 2011, fifteen American Eagle flights stayed on the ground at Chicago O’Hare for more than three hours, with one flight delayed just under four hours. While the carrier had a plan in place to deal with delays, the sluggish implementation of the plan resulted in violations of the new regulation.
The carrier not only faces government fines, but will also be liable for up to a quarter-million dollars in credits, refunds, vouchers, or frequent flyer mile awards to the passengers of the fifteen flights.
It is the largest fine to date, but is less than what the carrier could have faced had the maximum per-passenger damage amount been assessed.
