An Unforgettable Flight: A Psychologist’s Account of Dealing with a Complex Passenger
Every once in a while, life throws us an unexpected and memorable experience. My flight from San Francisco International (SFO) to Denver International (DEN) a couple of years ago on a United Airlines flight adds to this collection of unforgettable stories. Sitting in an aisle seat, I was unprepared for what was about to unfold.
The Passenger's Struggle
The window seat was occupied by a 20-something-year-old who seemed quite nervous about flying. Being a pilot and a health care professional, I decided to lend a hand, especially with my interpersonal skills.
It soon became apparent that this individual was a homeless heroin addict who had taken Xanax and had a drink or two before boarding the flight. His goal during the trip was to get hammered – a dangerous combination for an already fragile individual. Naturally, this posed a significant challenge, and I resorted to using my training as a pilot and in interpersonal relations to calm him down.
The Aviation Drama
I immediately informed the flight attendants and suggested that they should not serve him any more alcohol. The flight took off, and the nervous flyer remained on edge, reacting to every little noise or motion. Just when things seemed to turn a corner, he became irate, seeing others with drinks and feeling that he was missing out.
To diffuse the situation, the flight attendants concocted a story that the drink cart wasn't loaded onto the plane, but his ire only grew. Thankfully, no one else ordered drinks, but in a last-ditch effort, he seemed to calm down, and the situation stabilized. Around five passengers offered their support, stating that if anything got out of control, they had my back.
The Climax and Resolution
As the plane neared Denver, a significant development occurred. The front half of the plane was largely empty, but no one in the back moved. This gave me a chance to assist in removing the fragile flyer from the plane and up the jetway. He wasn’t under the influence of alcohol but was barely coherent, bouncing off seats and walls as he staggered up the jetway.
After reaching the bottom of the jetway, I took a moment to catch my breath, standing there still processing the adrenaline-fueled experience. Several passengers thanked me, with one lady from about three rows back exclaiming, "You’re my Hero!"
Back on the plane, the flight attendants informed me that they had communicated with the cockpit team to alert the pilot and co-pilot of the situation and discussed diverting to Salt Lake City (SLC) if needed. They were going to write up the incident and recommend a commendation or a free flight. However, fate had a different plan, and the commendation and flight offer were never seen again.
Lessons Learned
While this experience was challenging, it was one of the most memorable and fulfilling flights I've had. It highlighted the importance of vigilance, patient psychology, and the human element in aviation. Having a support system on board of trusted passengers and crew only made the situation more manageable.
Dealing with complex passengers is part of dealing with the challenges of air travel, and understanding the psychology behind these situations can make a significant difference. Airlines and crew members need to be equipped with the necessary training and support to manage such situations successfully.