Inside the increasingly violent world of domestic airline crews

(CNN) — Working as a flight attendant previously afforded Mitra Amirzadeh the freedom to explore the world — taking her from her home in Florida to destinations including Kenya, France and Spain.

As the pandemic spread, the perks of Amirzadeh’s job diminished. Now restricted to domestic US flights, her work involves navigating not only the fear of catching Covid-19, but also the recent uptick in disruptive passengers.

US flight attendants tell CNN Travel say the stress of the situation is taking its toll,

Susannah Carr, who works for a major US airline, says unruly incidents used to be “the exception, not the rule.” Now they’re “frequent.”

“I come in expecting to get push back. I come in expecting to have a passenger that could potentially get violent,” she says.

Amirzadeh says flight attendants across US airlines are just “over it.”

Allie Malis, a flight attendant for American Airlines, says air crew are “exhausted — physically and emotionally.”

“We’ve gone through worrying about our health and safety, worrying about our jobs — now [we are] worrying about our safety in a different way.”

The rise of air rage

This increase was often linked to cabins getting fuller, with increased security checks and processes adding to tension.

Alcohol is also an often cited contributing factor — travelers drink at the airport and board the plane without crew realizing how inebriated they are. When it all kicks off at 30,000 feet, it’s too late.

There have been suggestions that incidents just started to feel more ubiquitous in recent years because social media means videos of badly behaved passengers spread like wildfire.

Covid-19 seems to have exacerbated an already existing issue to an unprecedented degree, at least in the US.

Amirzadeh recalls the silent flights of spring 2020. People were too fearful to even look at other passengers or air crew, she says, let alone cause conflict.

In recent months, unruly behavior has reached new heights.

“It just seems like every next incident is getting a little bit more extreme, things you just would have never imagined last year,” says Malis.

“As a flight attendant, it’s really hard to imagine yourself being in a position that requires duct taping a passenger to their seats for the safety of everyone else on the plane, yet this is something that has happened numerous times in the last few months.”

“I think the insurrection was kind of an eye-opening experience,” Malis says. “What do you do when you have multiple incidents happening on the plane at the same time with only four crew members?”

Disruptive passengers had used sexist, racist and/or homophobic language, according to 61%, while 17% said they’d been victim of a physical attack this year.

“I thought I had seen or done or heard at all,” says Amirzadeh, who has flown for six years and previously worked in customer service.

“But as I’ve learned the past 18 months, that is definitely not the case, I am seeing, hearing and doing things I never thought in my life I would ever be doing.”

Flying during Covid-19

Many incidents are linked with mask non-compliance, which the flight attendants who spoke to CNN Travel say has been an issue throughout the pandemic.

“In the beginning, I would sympathize and say, ‘Hey, you know, I get it, it’s hot, I’m hot. I’m wearing it too — I need you to wear it too. Can we please work together?'” says Amirzadeh.

“But here we are, it’s been a year and a half, you’re wearing them everywhere. And we’re not the only ones that are asking you to wear them — every train station, every bus, every airline…”

Carr says she thinks the problem is that mask-wearing is sometimes viewed as a political issue in the United States.

“The mask issue was less about public health and it was more politicized in the beginning. And that is something we’re still dealing with today,” she says.

Amirzadeh says fraught mask-related interactions often come as a result of passengers removing their face covering to eat or drink, and then keeping it off. It’s one of the reasons she thinks alcohol shouldn’t be served on planes currently.

Carr agrees and also questions the availability of to-go drinks at the airport.

“On some of my flights it’s caused people to get upset, because they do want to feel like they have a right to have a drink — but at the same time […] if you’re getting so upset because you can’t have a drink right now, that’s the exact reason we’re kind of afraid to give you one, that kind of erratic behavior,” says Malis.

For some passengers, travel may feel more stressful and anxiety-inducing in the age of Covid. Carr suggests this — and the stresses we’ve all been under during the pandemic — are a contributing factor to the rise in incidents.

“We’ve been isolated for the last 18-plus months,” she says. “So I think some of the social graces have kind of been put on the back burner, as far as what’s acceptable in public and on an airplane.”

Malis wants passengers to realize that the stresses and anxieties they might be feeling about traveling in the age of Covid-19 are also shared by many crew, even if they seem like “a very accessible punching bag.”

“We’ve been putting ourselves on the front line, and quarantining from our families,” she says. “We’re doing our job, we’re not the reason your flight got canceled, we’re not the reason you’re frustrated.”

The ubiquity of events on social media also leads Malis to suggest there could be a “copycat factor.”

To reverse this, Amirzadeh says it’s important for people to realize that the passengers who’ve gone viral are paying the price.

Dealing with incidents

Flight attendants are safety professionals trained in dealing with everything from a medical emergency to a potential terrorist incident.

“We’re not here to serve you a Coke, we’re here to save your life,” is how Amirzadeh puts it.

But there’s the concern, she says, that dealing with unruly passengers could prevent crew from dealing with other issues on board.

“We are the people that are going to give you CPR, we’re the people that are going to give you the Heimlich maneuver, we are the people that are going to put out the fire. But we might miss those things if we’re too busy arguing with someone else about putting their mask on.”

Malis says dealing with unruly passengers is a team effort — if a passenger seems to have taken against a particular flight attendant, another crew member stepping in could calm them down.

Carr says she keeps tabs on mask-wearing from the moment travelers step onto the plane, and will first offer a friendly reminder.

If someone continues not to comply, there are several warning steps culminating in the traveler getting handed a card stating that if they continue, they’ll be reported to the airline and could lose travel privileges.

As Amirzadeh points out, a flight attendant can’t force someone to wear a mask.

“But I can let him know that if he doesn’t, then I hope that wherever we’re landing is his final destination, because his return ticket’s going to be canceled, we’re going to file a report with the FAA, and you could face fines, and other legal ramifications.”

“I think more and more flight attendants need to start taking some self defense classes and need to be prepared to protect themselves and that’s a sad thing,” says Amirzadeh.

Any passenger who “assaults, threatens, intimidates, or interferes with airline crew members” could face fines of up to $35,000 and prison time.

The AFA flight attendant union is pressing for the zero tolerance policy to become permanent.

“It’s also important that the Department of Justice is prosecuting some of these events,” says Carr. “These unruly passenger events have been so egregious, flight attendants have been attacked, and injured […] in situations like that, it’s important that they’re facing criminal prosecution and that’s something that needs to be publicized as well.”

Malis also suggests there should be further coordination between airlines to ensure passengers banned from one airline can’t board other US carriers.

Carr and Amirzadeh are both members of the AFA flight attendant union, while Malis is involved in the American Airlines’ union.

They say flight attendants have been sharing stories with their unions and their private networks — across carriers — providing support and solidarity.

The AFA union is offering employee assistance via therapy sessions.

“There are certainly flight attendants that definitely need a break physically, mentally, and emotionally. But right now, the staffing is not there to support any type of voluntary leave option,” says Malis.

State of the travel industry

After a difficult year of furlough and redundancies, flight attendants are concerned that the dual effect of Covid-19 and unruly passengers could see aviation grind to a halt again.

Carr says one of the joys of her job has always been supporting passengers on their travels — whether they’re heading on a long-dreamed-of vacation, traveling under difficult circumstances or anything in between.

“I love this industry and my coworkers and having the traveling public back is wonderful,” she says. “But the pandemic is far from over. That is a reality. Covid-19 and the variants are still taking lives.”

The last thing Carr and her colleagues want to see is travel stalling again.

“We are doing everything we can to keep passengers safe on board and keep travel going, but without the support of the traveling public — without people taking those necessary steps to mitigate the spread, and help get a handle on this pandemic — we could be facing travel closing again, which would be horrible.”

Top photo courtesy Adobe Stock