Passenger faces dilemma over delayed flight due to broken tray table

Home
»
Stories
»
2024
»
July

GLOBAL INDUSTRY NEWS

Global Industry News

Passenger faces dilemma over delayed flight due to broken tray table

Research

Gary Leff Chief Financial Officer | View from the Wing

By Sky Industry News

Jul 19, 2024

A reader flying American Airlines from Nice to Philadelphia boarded their aircraft to find that the tray table at their economy seat 13K was broken. "Broken tray in seat 13K not ideal for an eight-hour flight with a 6-year-old," the passenger remarked.

The passenger flagged down a flight attendant, hoping for a solution or perhaps an alternative seat. The flight attendant responded, "She reminded us she’s not a mechanic. So helpful. Asked do we really want to put the whole plane on a mechanical delay or do we want to get out on time?"

This scenario raises questions about the priorities of both passengers and airlines. While addressing the issue might lead to delays, it also ensures comfort during the flight, especially for long journeys where passengers rely on tray tables for eating, drinking, and using electronic devices.

Get the Newsletter

Sign-up to receive weekly round up of news from Sky Industry News

By submitting, you agree to our Privacy Policy and Terms of Service. By providing your phone number you are opting in and consenting to receive recurring SMS/MMS messages, including automated texts, to that number from our short code. Msg & data rates may apply. Reply HELP for help, STOP to end. SMS opt-in will not be sold, rented, or shared.

Delaying the flight could impact passengers with connecting flights in Philadelphia. This particular reader had a 2.5-hour layover after this leg of their journey. On the other hand, opting not to fix the tray table means future passengers might face similar discomfort.

American Airlines has faced criticism over its handling of such issues in the past. Instances of flying with broken first-class seats have prompted responses like, "Did you want us to delay the flight to fix the seat? What about canceling the flight?" This suggests that operating with broken seats is not an isolated incident but rather a recurring problem.

Some argue that taking immediate action to fix such issues is crucial. Delays might be inconvenient in the short term but could prevent prolonged periods of malfunctioning equipment, thereby enhancing overall passenger experience and maintaining airline standards.

In conclusion, while it may seem selfish to delay a flight for personal comfort, addressing maintenance issues promptly can benefit future passengers and uphold an airline's reputation. Ensuring problems are fixed at the earliest opportunity is essential for maintaining service quality and customer satisfaction.