Recently,
as reported by James Fallows
in The Atlantic, a Captain diverted his plane to Chicago because a mother and father assertively
complained that the movie Alex Cross was inappropriate for their 4 and 8 year
old children. When the parents asked the crew if the overhead monitor in their area could be stowed, they said they did not have the authority to do that. When the plane landed in Chicago, numerous law enforcement officers, LEOs, were there to meet the flight and remove the family. After a very brief interview by the LEOs the airline placed the family on another flight to Baltimore. The movie, rated PG-13, is about a
criminologist/detective pushed to his limits protecting society from a serial
killer. Is there a little irony here?
I want to emphasize that
only the crew and the passengers involved in the incident know exactly what
happened. Presumably, the cabin crew is
trained to deal effectively with unhappy customers.
If the Captain felt that the aircraft, crew or passengers would be
harmed if the flight continued to Baltimore, its scheduled destination, there
is an obligation and responsibility to land the aircraft as soon as possible. I don’t think anyone would disagree.
When in command, an airline
Captain’s power is absolute. However, there are moral and ethical considerations
to the application of that power. How authority is exercised says volumes
about a person in command. Legal authority is given those with
positions of responsibility. That authority is tied to the position. In reality, authority is much more complex. It requires judgement, integrity and respect. Over the centuries many noteworthy people have
weighed in on this subject. Throughout
our own lives we see that authority or power does not change a person’s morals
or ethics, rather it more clearly defines them. Here are a
few examples.
William Pitt the Elder, Earl of Chatham and
British Prime Minister from 1766 to 1778.
"Unlimited
power is apt to corrupt the minds of those who possess it"
Historian and moralist, known as Lord Acton (1834–1902).
"Power
tends to corrupt, and absolute power corrupts absolutely.”
Abraham Lincoln, 16th President of the United
States (1809 – 1865).
“Nearly
all men can stand adversity, but if you want to test a man’s character, give
him power.”
This is what I understand the terms authority, responsibility and accountability to mean.
Authority; jurisdiction; the right to control, command or determine.
Responsibility; answerable or accountable for something within one's power.
Accountability; subject to the obligation to report, explain, or justify something.
Whether it is legally granted, as an airline Captain’s or voluntarily given by respect, authority is derived from and therefore must be balanced with
responsibility and accountability. If
there is no accountability there is no responsibility and if there is no
responsibility there is no authority. It
is an equation. The equation becomes
invalid when these values are unbalanced.
When accountability and responsibility are diminished, by definition, so
is authority.
Speaking of responsibility and accountability, what about
the person at the airline who chose the movie Alex Cross to be shown on cabin
monitors throughout the plane. The
person with the authority to make that decision should have known that it was
not suitable for all audiences. I believe they have an obligation to explain themselves. That
decision was certainly a contributing factor to the cost, inconvenience and
operational disruption that the diversion caused.
People who exhibit authority, responsibility and
accountability effectively are referred to as leaders. Leadership requires
constant pursuit of a balanced relationship between authority, responsibility
and accountability. The most effective
leaders will err toward the side of responsibility and accountability. These leaders enjoy additional authority
earned through the respect they have acheived.
These leaders go above and beyond by supporting others and are not
afraid to explain their decisions, objectives or methods when asked.
Airline crews universally agree that conflicts involving passengers
or crew define the most dreaded part of their career. However, it is part of the job. In fact, it's an opportunity to have a positive impact on the success of the
flight. Almost every airline passenger, executive, and crewmember
would agree that customer service is second only to safety in defining the
success of any flight. These
two goals are juxtaposed, however, they are not mutually exclusive either. Good customer service need not and should not
be abandoned in the pursuit of a safe operation.
In contrast to the “Alex Cross” incident, here’s how a colleague
of mine handled a passenger issue on board his flight. The situation this Captain had to deal with involved
a conflict between passengers over reclining a seat back and a knee getting
pushed out of the way. The cabin crew thought LEOs might need to get involved at the destination. Granted, an
escalating conflict between a crewmember and a passenger is different than a
complaint about a movie, but only if it involves some sort of a threat or
defiance. According to reports, no
threat was made in the movie incident. By
the way, writing a complaint letter is NOT a threat, especially if the employee
is acting appropriately. In his
situation, my colleague simply asked the flight attendant if she could
facilitate a solution to the conflict and gave his support to cabin crew to use their training to reach a effective outcome. After a few minutes she reported back to the
Captain that the situation was resolved.
As I have said before, “Captains have to meet the safety
objective 100% of the time, because there are no do-overs.” However, there is no reason they can’t
provide effective customer service while maintaining a safe operation.
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