After a 16-year career in the airline industry, Claudia Helena Oxee doesn't mince words about what's wrong with airline passengers today.
"Let's face it, passengers dress the way they want and do what they want," said Oxee, who worked on the station crew at John F. Kennedy International Airport for several airline. "The level of passengers has been degrading."
Now retired and promoting a book about her experiences, she said she would "crack the whip" on unruly passengers if she were still working at an airport. "I wouldn't put up with it."
Airlines spend millions of dollars collecting, analyzing and responding to passenger complaints. Oxee's new book and a survey of airline workers show that the folks who manage passengers have gripes of their own.
Her book, Tales From the Tarmac, recounts encounters with drunk, belligerent and hostile passengers, some of whom she describes as "twits, jerks and half-wits."
Oxee's biggest gripe is passengers who delay a flight with no good reason. "When they hold up an entire flight, it's a domino effect worldwide and then they show up with an attitude," she said.