Before ranting on social media against an airline, read this

I have noticed that a number of passengers use social media platforms to express dissatisfaction regarding inconveniences encountered with airlines. This approach is often taken in public forums, rather than utilizing an airline’s established customer service channels for private resolution. These individuals often appear to seek public support or sympathy to address their issue.

While these expressions of frustration are not to be invalidated, my observation is that many individuals who post these public statements receive negative responses or backlash. This occurs when the individual presents their complaint without presenting comprehensive information regarding the circumstances that led to the situation.

There appears to be a common perspective that air travel operations are similar to ground vehicle transportation. However, this perspective is incorrect due to the technical and environmental factors involved in aviation. Some individuals make public statements without researching the underlying reasons for the inconvenience.

Based on these observations, I always recommend that people utilize an airline’s customer service departments to address issues. This method allows for private resolution. There is a possibility of receiving negative responses when going public on social media, and issues are typically resolved without added stress when managed privately.

However, if one chooses to publish their complaints on social media with the aim of gaining support or under the assumption that a public post will significantly impact the airline, there are several factors that should be considered beforehand.

Things to consider before ranting

First, safety in aviation operations is paramount. It is the highest concern. Airlines will not prioritize convenience over safety protocols. Various situations beyond an airline’s control can affect operations. Examples include volcanic eruptions, sudden changes in weather conditions such as wind behavior, incidents occurring on airport runways, and other environmental or operational situations that deem flight conditions unsafe.

Since an airline’s priority is the safety of individuals, they will not take risks, particularly when human lives are involved. Even if a passenger expresses willingness to sign a document releasing the airline from responsibility in case of an incident resulting from taking risks, such as flying through severe weather, other individuals onboard, including fellow passengers and crew members, may not accept such risks for one person’s convenience.

Second, natural environmental conditions are unpredictable. Wind conditions, for instance, may change rapidly. This includes the presence of downdrafts, which pose a hazard to aircraft during phases of flight such as final approach or takeoff. When such conditions are detected, airlines will opt to delay a flight to ensure safety. This results in inconvenience, but it maintains the safety of individuals onboard.

Safety always comes first

Airlines also value the lives of their employees. While the lives and welfare of passengers are a primary concern, airlines also prioritize the safety of their staff. During situations such as a red lightning alert, ground operations cease, and flight delays may occur. It is necessary to understand that lightning strikes can be fatal to individuals working on the tarmac. The life of that individual is considered with the same importance as a passenger arriving at their destination on schedule for a personal event.

Aviation operations are highly technical. Decisions are not made without deliberation. Actions such as flight cancellations involve consultation, data analysis, information review, and multiple considerations. These decisions are complex processes.

Airline personnel, including ground crew, cabin crew, and pilots, are subject to specific instructions, rules, and regulations. They do not make operational decisions arbitrarily, particularly when safety is a factor. It is advisable to avoid directing anger, using derogatory language, humiliating, or filming staff members and posting such content on social media. These actions do not resolve the issue and can negatively affect the situation.

It’s all in the details

Minor details hold significance in aviation. As stated, air travel is detailed. Historical incidents demonstrate that overlooked minor elements can contribute to serious accidents resulting in fatalities. There is a documented incident where a piece of tape left on a sensor contributed to an aircraft crash. Therefore, before expressing public dissatisfaction, it is beneficial to understand such details. Examples include understanding why airlines permit refueling during passenger boarding, why passengers cannot occupy seats assigned to others, or why all safety instructions are required to be followed. There are specific reasons related to safety procedures for these rules.

Airline service personnel, such as cabin crew and ground crew, also operate under certain limitations regarding their duties. For instance, flight attendants are generally not obligated to lift passenger luggage into overhead compartments. While they may provide assistance to passengers with disabilities, senior citizens, pregnant individuals, or those with evident need, lifting luggage is not a standard job requirement due to health and safety considerations for the crew members. These operational details are considered to ensure the safety of all individuals involved in the flight process.

Therefore, before making public statements on social media regarding an inconvenience experienced with an airline, it is recommended to first acquire the relevant facts and details. Understanding the complete context of the situation is advisable. This approach can prevent the posting of a public statement that, while intended to solicit support, may instead result in negative responses from the public due to a lack of comprehensive information.