We have all been hearing the term "customer is always right". Some people take this too literally that it has become a source of quarrels or even physical assaults between customers and business establishments. In commercial aviation, this "customer is always right" is not always true, especially if safety and security are to be compromised.
Air travel has been growing and growing through the years. Commercial airlines have been ordering new aircraft to be able to fill in the demand. As this grows, the safety of aircraft and airlines have become a major concern. The safety of passengers is definitely a top priority of airlines and aircraft manufacturers, comfort and flying experience are simple secondary.
In the midst of the growth in air travel, more types of passengers are already able to fly, and these include those who demands for anything they want because as they think, "the customer is always right". But is it?
No it is not! The customer is not always right!
Let us cite a situation:
Passenger stands up during landing procedure, fasten seatbelt sign is on.
Flight attendant: "Sir, please return to your seat and please put on your seatbelt sign."
Passenger: "Sorry but I have to get my laptop to email my boss."
Flight attendant: "Yes sir that may be important, but we are landing right now and you have to remain seated with your seatbelts on and your tray tables up. The fasten seatbelt sign is on and we have to obey it."
Passenger: "Please allow me to get my things. I am a passenger, I paid for this plane ticket, so I am always correct."
Take-off and landing are usually the most dangerous parts in a flight. If let's say something goes wrong, the aircraft skids off the runway, throwing the passenger around the cabin that may result to major injuries or even death, was the customer here right?
This is the reason why cabin crew members do not give in to the "customer is always right" thing during safety procedures, protocols, and policies, it's because they are not always right, especially if what they want is against airline safety policies and regulations.
Buying a plane ticket does not automatically give authority to passengers to demand for whatever they want or to do whatever they want. No! In fact, buying an airline ticket subjects the passengers to all airline safety rules, regulations, terms, and conditions, which basically cabin crew members are carrying out.
Here are other things that happen inside an aircraft where customers think they are right but they are actually wrong: