AIRLINE SAFETY AND SECURITY

Air travel is so safe you'll probably never have to use any of the advice we're about to give you. But if you ever do need it, this information could save your life. Airline passengers usually take safety for granted when they board an airplane. They tune out the crew's pre-flight announcements or reach for a magazine instead of the cards that show how to open the emergency exit and what to do if the oxygen mask drops down. Because of this, people may be needlessly hurt or killed in accidents they could survive. Every time you board a plane, here are some things you should do:

* Carry-on bags must be properly stowed in overhead bins or under the seat in front of you. Be careful about what you put into the storage bins over your seat. Their doors may pop open during an accident or even a hard landing, spilling their contents. Also, passengers in aisle seats have been injured by heavy items falling out of these compartments when people are stowing or retrieving belongings at the beginning or end of a flight.

* As soon as you sit down, fasten and unfasten your seat belt a couple of times. Watch how it works. In an emergency you don't want to waste time fumbling with the buckle.

* Before take-off, there will be a briefing about safety procedures, pointing out emergency exits and explaining seat belts, life vests and oxygen masks. Listen carefully and if there's anything you don't understand ask the flight attendants for help.

The plastic card in the seat pocket in front of you will review some of the safety information announced by the flight attendant. Read it. It also tells you about emergency exits and how to find and use emergency equipment such as oxygen masks. As you're reading the card look for your closest emergency exit, and count the number of rows between yourself and this exit. Remember, the closest exit may be behind you. Have a second escape route planned in case the nearest exit is blocked. This is important because people sometimes head for the door they used to board the plane, usually in the front of the first class cabin. This wastes time and blocks the aisles. If the oxygen masks should drop, you must tug the plastic tube slightly to get the oxygen flowing. If you don't understand the instructions about how the mask works, ask a flight attendant to explain them to you.

When the plane is safely in the air, the pilot usually turns off the "fasten seat belt" sign. He or she usually suggests that passengers keep their belts buckled anyway during the flight in case the plane hits rough air. This is a good idea; there have been a number of instances of unexpected turbulence in which unbelted passengers were seriously injured and even killed when they were thrown about the cabin. Just as seat belts should always be worn in cars, in airplanes they should always be fastened when you are in your seat.

If you are ever in an aviation accident, you should remember these things:

* Stay calm.

* Listen to the crew members and do what they say. The cabin crew's most important job is to help you evacuate safely.

* Before you try to open any emergency exit yourself, look outside the window. If you see a fire outside the door, don't open it or the flames may spread into the cabin. Try to use your alternate escape route.

* Remember, smoke rises. So try to stay down if there's smoke in the cabin. Follow the track of emergency lights embedded in the floor; they lead to an exit. If you have a cloth, put it over your nose and mouth.

After an air accident, the National Transportation Safety Board always talks to survivors to try to learn why they were able to make it through safely. They've discovered that, as a rule, it does help to be prepared. Avoiding serious injury or surviving an air accident isn't just a matter of luck; it's also a matter of being informed and thinking ahead.

Are you one of those people who jumps up while the aircraft is still taxiing, gathers up coat, suitcase and briefcase, and gets ready to sprint? If so, resist the urge. Planes sometimes make sudden stops when they are taxiing to the airport gate, and passengers have been injured when they were thrown onto a seat back or the edge of a door of an overhead bin. Stay in your seat with your belt buckled until the plane comes to a complete halt and the 'fasten seat belt' sign is turned off.

Never smoke in airplane restrooms. Smoking was banned there after an accident killed 116 people in only 4 minutes, apparently because a careless smoker left a burning cigarette butt in the trash bin. There is a steep fine for disabling a lavatory smoke detector.

Security procedures are administered by the Transportation Security Administration, an agency of the Department of Homeland Security. For more information, go to www.tsa.gov and click "For Travelers." Note in particular the identification provisions, and restrictions concerning carry-on baggage (particularly the "3 1 1" procedure for liquids and gels in carry-on bags), and the list of prohibited items. At this writing, cabin baggage is generally limited to one carry-on bag plus one personal item (e.g. purse, briefcase, camera bag, laptop computer).

COMPLAINING

When passengers comment on airline service, most airlines do listen. They track and analyze the complaints and compliments they receive and use the information to determine what the public wants and to identify problem areas that need attention. They also try to resolve individual complaints.

Like other businesses, airlines have a lot of discretion in how they respond to problems. While you do have certain rights as a passenger, your demands for compensation will probably be subject to negotiation and the kind of action you get often depends in large part on the way you go about complaining. Start with the airline. Before you contact DOT for help with an air travel problem, you should give the airline a chance to resolve it. As a rule, airlines have trouble-shooters at the airports (they're usually called Customer Service Representatives) who can take care of many problems on the spot. They can often arrange meals and hotel rooms for stranded passengers, write checks for denied boarding compensation, arrange luggage resolutions, and settle other routine claims or complaints.

If you can't resolve the problem at the airport and want to file a complaint, it's best to write or email the airline's consumer office at its corporate headquarters. There may be a form on the airline’s web site for this purpose. Take notes at the time the incident occurred and jot down the names of the carrier employees with whom you dealt. Keep all of your travel documents (ticket or confirmation, baggage check stubs, boarding pass, etc.) as well as receipts for any out-of-pocket expenses that were incurred as a result of the mishandling. Here are some helpful tips should you choose to write.

* If you send a letter, type it and, if at all possible, limit it to two pages.

* Include your daytime telephone number (with area code).

* No matter how angry you might be, keep your letter or email businesslike in tone and don't exaggerate what happened. If the complaint sounds very vehement or sarcastic, you might wait a day and then consider revising it.

* Describe what happened, and give dates, cities, and flight numbers or flight times.

* Where possible, include copies, never the originals, of tickets and receipts or other documents that can back up your claim.

* Include the names of any employees who were rude or made things worse, as well as anyone who might have been especially helpful.

* Don't clutter your complaint with a litany of petty gripes that can obscure what you're really angry about.

* Let the airline know if you've suffered any special inconvenience or monetary losses.

* Say just what you expect the carrier to do to make amends. An airline may offer to settle your claim with a check or some other kind of compensation, possibly free transportation. You might want a written apology from a rude employee or reimbursement for some loss you incurred ? but the airline needs to know what you want before it can decide what action to take.

* Be reasonable. If your demands are way out of line, you are rude or sarcastic, or you use vulgar language, at best your letter might earn you a polite apology and a place in the airline's crank files.

If you follow these guidelines, the airlines will probably treat your complaint seriously. Your letter will help them to determine what caused your problem, as well as to suggest actions the company can take to keep the same thing from happening to other people.

Date: 2016-01-05; view: 887