Grappling with the Gray #139: Pilot vs. Passenger?

Can we use "the greater good" as an excuse to exempt ourselves from personal responsibility?

That's the question that drives the conversation when Sam Ardery, Shannon Lee, and David Marlow join me to Grapple with the Gray.

Here is our topic:

An Alaska Airlines customer reported buying a first class ticket from Costa Rica to Seattle, an 8-hour international flight. Upon arriving at the gate, they were informed that they were being bumped down to economy class to make way for two pilots who were traveling to make a connecting flight.

After the customer had paid for first class, the airline not only took away the seat but also the passenger’s breakfast, then failed to offer even a drink or a special snack. The anticipated luxury flight turned into a cramped, hungry ordeal.

Apparently, a pilot shortage has compelled airlines to offer pilots the perk of first class travel when they “deadhead” to make connecting flights. But does that justify refusing passengers the seats they’ve paid for to solve their own logistics and personnel problems? And if it does, do the airlines have a responsibility to do more to offset the passenger’s inconvenience?

Meet this week’s panel:

Sam Ardery is a national mediator, trial lawyer, consultant, speaker, and author. He teaches negotiation at Indiana University’s Maurer School of Law and is author of Positively Conflicted: Engaging with Courage, Compassion and Wisdom in a Combative World.

Shannon Lee is a CEO coaching chair with Vistage Worldwide, Inc. She works with organizations and executive teams to improve execution by defining, measuring, and standardizing the leadership behaviors required for businesses to perform well.

David Marlow, aka the Ikigai Guy and the Versatile Guru, is a coach, speaker, and author who helps people live into their purpose and helps companies bring their purpose to their products and their people.