Don't fly off the handle when you're grounded

Did you hear about the riots at Argentina's Buenos Aires airport a couple of weeks ago?

Apparently, passengers on Aerolineas airline got so angry about delayed and canceled flights that had continued for four days, they stormed the ticket counters.

Tempers flew. Fists flew. Glass flew. Even computers flew. When it got really hot, the agents flew -- into hiding.

About the only things that weren't flying were the airplanes.

Air rage isn't anything new. But most of it happens at 35,000 feet and involves alcohol.

Several years ago, a group of Brits traveling from Manchester, England, to Minneapolis, Minn., started a full-blown food fight when the attendants refused to serve them more alcohol. They stormed the liquor cart and helped themselves to the adult beverages. Luckily, the U.S. Olympic wrestling team was onboard and pinned them to their seats.

And then there was the reverse air rage incident on an Aeroflot flight in Russia back in 2004 when the flight attendants began beating up the passengers.

Apparently, one passenger became concerned when crew members began slurring their words and stumbling down the aisle. He asked for a sober flight attendant to serve him. The passenger didn't get any service. But he did get a black eye and the airline got a black mark.

Airport rage is a different animal. It's more closely related to a traveler's frustration-tolerance limit than his alcohol-tolerance limit.

It used to be that people would say, "Half the fun of travel is getting there." No more. Flying has become such an ordeal that it has caused today's passengers to often have very short fuses. So much so that sometimes the ticket agents deserve combat pay.

"I had a passenger throw his briefcase at me because I couldn't find his reservation in the computer," said ticket agent Tom Benjamin.

Several years ago, a passenger slugged a Continental Airlines agent at Newark International Airport. He broke the agent's neck.

And there was the angry passenger in Detroit during the holiday season who gave new meaning to "flower power" when he hurled a poinsettia at a ticket agent.

Airports and airlines deserve the lion's share of the problem. Today's airports are often understaffed and not equipped to handle large crowds. Passengers might have to stand or sit on the floor while waiting for a flight. And restaurants are often overpriced and undernourished.

But much of the anger would be avoided if the airlines kept passengers informed of delays and cancellations. When a flight is delayed, the agent needs to give announcements every few minutes about the status of the flight. If passengers are boarded before the delay is announced, the pilot needs to keep travelers informed.

The passenger needs to do his part as well. You should always pack your carry-on with a delay in mind. Include a healthy snack, a warm sweater and something to do that will make time fly when you can't.

Before leaving for the airport, check the status of your flight by phone or by computer. There are also Web sites that do this. Book your flight through Travelocity of Orbitz and you can receive flight information updates through your cell phone or computer. Some airlines also offer the service, but not all of them.

Flying off the handle at an agent might feel good, but it won't get you where you're going any faster. The best way to cope is by staying grounded when you're grounded.

Gail Todd, a free-lancewriter,worked as a flightattendant for more than 30years. She can be reached viae-mail at gailtodd@aol.com.