Things began to go wrong just just after noon. We were getting ready to take a trip to Alhambra, Ca. to celebrate Mother’s Day with Marcia’s mom, and while we were gone we were going to have the living/dining room, master bedroom and halls of our condo painted. We had spent the last two days moving books, dishes, lamps, television, smaller pieces of furniture, etc. into the kitchen, guest room and den, and the painters had moved the larger furniture pieces into the middle of the rooms and wrapped them in plastic wrap. We had packed that morning, Wednesday, and were on our way to the airport. Our Southwest Airlines flight 562 to Burbank, with scheduled stops in Phoenix and Las Vegas, was scheduled to depart at 3:40 (remember this -- the sequence of stops).
Half-way to the airport we discovered that Marcia's iPhone had apparently been left behind. We decided against turning back to retrieve it for lack of time. We had a laptop and my simple cell phone; that would have to do. Everything went well through check-in, security, and we had time for a sandwich before going to the gate.
Just as we were walking into the gate area my cell phone rang. It was an automated call from Southwest to inform me that our flight was delayed for about an hour (so we would have had plenty of time to go back for the phone!) As we were standing there lamenting that fact, the pilot walked up. We briefly spoke and he acknowledged that the delay was news to him as well. About 40 minutes later my phone rang again and another message told me that our gate had been changed and the departure time was further delayed by about 15 minutes. (remember this -- Southwest had an automated system in place which called passengers directly to explain the flight status). Things got a little hectic again for awhile during our wait – we were fielding calls from the contractor, who had found the iPhone, and calling our friend Lynn, to ask her to overnight us the iPhone, and then in the melee, the alarm system was set off at the house and calls came in about that…. But otherwise, all was calm.
Our plane pushed back from the gate at shortly after 5pm and our flight was uneventful until just after we could see snow on mountains, likely somewhere in southeast Colorado. Then a thick cloud cover formed just below our flying altitude, but we remained in bright sunshine. As we started our descent into Phoenix we began to encounter some roughness which was not alarming but which increased dramatically as we continued. A couple of announcements about turbulence were made. It then became apparent that we were in a holding pattern over the city and it had become much darker. I had a window seat on the left side of the plane; my view was to the south when we finally broke through the clouds. On that side of the plane it was dark and threatening and the clouds were moving rapidly. Although it was 6 o'clock local time, the city and vehicle traffic lights were all on. On the other side of the plane the sun was shining and the horizon was nearly clear. Marcia pointed and made the anxious joke, “I want to land over there!” We made another loop to the east and then turned back west, descending now in very gusty conditions, doing a lot of bouncing around. Finally we made a pretty sharp u-turn and straightened out for the final approach. We were still being flipped back and forth and occasionally up and down. Honestly, we were terrified. As two probably 30-story or higher buildings came into view on my left, it seemed perhaps almost half as tall as our altitude. The right wing went up sharply, we hung there for a second, and then to my relief I felt and heard the power being increased and I said to Marcia, "Thank God he is pulling up and aborting the landing!" The cabin was briefly remarkably quiet, but then some sobbing and chatter began. Gradually gaining altitude and proceeding northeast we flew for perhaps ten minutes before the pilot came on the intercom, acknowledged that we had had a very bad experience, apologized, and told us that we were diverting to Las Vegas to refuel and then would return to Phoenix.
Return to Phoenix?! No way! It was then that I lost it. I announced to all that I was not flying back to Phoenix. We had just been through, as George Carlin would have said, "not a near miss, but more accurately, a near crash". In 45 minutes we would be in Las Vegas, where we were going anyway. Why should the Burbank passengers be subjected to returning to Phoenix!? Surely the Las Vegas passengers would be allowed to deplane, so we decided to get off too, and take another flight to Burbank either later that night or sometime early the next day. Marcia and I even agreed that it would be better to rent a car and drive to the L.A. area rather than be subjected to the anguish of flying back to Phoenix.
We passengers were admonished to stay in our seats, as the weather was still bumpy. The cabin crew announced that they were in the dark as to what the exact procedure would be when we got to Las Vegas. I think it was about 7:10 when we arrived. It took awhile for a gate to become available, but after we finally parked, we were still required to remain in our seats. We were told that a customer service agent was reviewing the passenger list and making individual arrangements for us. We waited. We were again asked to be patient, that momentarily we would get these instructions. My blood pressure was rising! A woman who was sick was allowed to get off of the plane. Then a couple with a baby came from the back of the plane and apparently left. That confused the flight attendants so we were asked to remain seated so a passenger count could be made. Then the ground attendant came on the plane, took the microphone, and announced that the weather had improved in Phoenix and we had been cleared to return. This set off an uproar, but not as loud as my cry of "Burbank", attempting to get her attention to consider the plight of the Burbank passengers. Marcia calmed me back into my seat and proceeded to the front of the plane where she had a very direct conversation with the head of the cabin crew, who it turns out had not even heard the announcement by the ground attendant. She got on the microphone to reassure the passengers that the plane was not returning to Phoenix. Marcia returned to our seat and I, feigning a need to go to the restroom, went to the front of the plane where I had my second conversation of the day with the pilot. I told him he had done a great job and thanked him for pulling us out and coming on to Las Vegas. I explained that we were going on to Burbank and didn't want to go back to Phoenix, we wanted off of the plane. He said he understood. Then, the ground attendant returned again, took the microphone, and advised everyone that they had been working on individual plans, but that their home office had just directed them to stop doing so and to send the plane back to Phoenix after all. After some further discussion with other passengers and another cabin attendant, Marcia joined me with our carry-on bags and we started out the ramp, on the way passing the pilot again and offering him our thanks.
Once off the plane, several things became clear. First, the ground crew member and the cabin crew were primarily concentrating on the Phoenix passengers’ situation. They had not been doing anything to find alternatives for the other passengers. Secondly, this was probably because neither the flight crew nor the ground crew had any passenger lists whatsoever to work with – on paper or online. So they not only didn’t know where we were going, they didn’t even know who we were (although wait, didn’t they call us twice on the phone to tell us of flight delays? How did they manage that?) Thirdly, it appeared maybe the flight attendants had not even been aware of the final destination of the plane, as they had been expecting to be replaced in Phoenix. We insisted on getting off. The agent took our baggage claim tickets, wrote our names on a sheet of paper, and informed us we were voluntarily terminating service but that our bags would be delivered to Burbank at some time and we could claim them there. She advised us to call their 800 number for additional help. She herself was on a radio begging for additional help because by now, other passengers were starting to crowd the ramp behind us. By this point, my cell phone battery was down, and my charger was in the suitcase under the plane, so Marcia and I just walked over to another Southwest gate and explained our plight to the attendant and her supervisor, who immediately booked us onto a flight leaving for Burbank in less than an hour. Marcia went back to retrieve a lady in the jetway who had been in tears and was also bound for Burbank, and the result was that probably another dozen or so passengers followed our lead and were also on our flight to Burbank. The plane was only about two-thirds full, so there would have been room for others.
We arrived in Burbank without luggage, too late to pick up our rental car, and so stressed out after the trauma that we decided to get a hotel room (at our own expense) and go to bed. Thursday was a better day. Our bags, along with many others from that flight, were in fact at the airport, our rental car agency had no vehicles left but we found a car elsewhere, and we are now enjoying our stay in sunny California with Marcia's mom.
In summary, Southwest Airlines has good pilots but their cabin and ground crews as well as their home office staff really dropped the ball on this one!
Oh, and Phoenix is now on my list along with Chicago and Atlanta of airports to avoid if at all possible.
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