Widebody Transport
Flight Attendant Current
Workload; Time Pressure; Situational Awareness; Physiological - Other; Communication Breakdown
Aircraft Equipment Problem Less Severe; Deviation / Discrepancy - Procedural FAR; Deviation / Discrepancy - Procedural Published Material / Policy; Flight Deck / Cabin / Aircraft Event Other / Unknown
General Physical Injury / Incapacitation
Human Factors; Company Policy; Chart Or Publication; Aircraft; Procedure
During the briefing the base manager informed our crew of the late arrival of our airplane; since it was coming in from [another airport]. Crew arrived at the gate for boarding; but airplane was not at the gate. About two and a half hours later we boarded the Aircraft; and proceeded to perform our safety checks; and prepare for passenger boarding. According to the captain; there were mechanical issues; which caused further delay. Ground staff made the decision to switch Aircraft with the inbound Aircraft. Went to another gate; and waited for the Aircraft to arrive. When it finally showed up; the crew boarded at around another hour and a half. During boarding; the pilots had reached their duty time limitations; but they all opted to waive their legal rights. We were asked by the pilots when our duty time limitations were up; and I informed them it was in forty minutes; according to our contract. After passenger boarding was complete; the doors closed; and the Aircraft pushed back almost four hours late.As we taxied to the runway; the flight deck called the Purser to inform him of some mechanical issues; and possible return to the gate. After 20 minutes.; the Aircraft proceeded to a remote gate and jet stairs were brought to door 1L. During this time; Purser was on the phone with both the crew desk; as well as base manager. [Someone] from the crew desk inform him the flight wouldn't be going to the original destination; but instead diverting to a west coast station. When Purser remarked about our duty time limitations; [the individual at the crew desk] told him we were legal to go (based on the new contract that is not in effect; as well as the calculations of the actual flight time). I heard Purser ask Base Manager to come out to the gate; for inflight support. Base Manager refused. I then talked to Base Manager; and told her the flight attendant crew was not legal; because the crew desk was miscalculating our numbers; and making it look like we were legal to work to new destination. I told Base Manager if she wanted us to work the flight; she would need to come out to the gate; and issue us a direct order; because I did not feel comfortable working the trip; due to the lengthy delay; and the feeling of fatigue setting in. She refused.During this time; the crew performed their duties; by passing out the LTD kit; and offering beverages to passengers. There were a number of passengers that were upset with the situation; and didn't want to continue on. One passenger; was talking to a Customer Service (CS) agent in Cantonese. He was adamant about deplaning; but after talking to the agent; he backed down. I attempted to keep the door open; even though CS was trying to close the door. Maintenance resolved the issue; and the door was forcibly closed. I went up to talk to the Captain; and informed him the flight attendants were illegal to work; and he said; 'I don't care. There's nothing I can do now.' We pushed back seven hours after checking; but we didn't take off for another [extended period of time]. During the flight; the pilots appeared fatigued; and made a few mistakes. On the captain's last rest break; they left the cockpit barrier deployed; and went into their bunkroom; therefore prohibiting passengers and other crewmembers from using the lavatory. I called the First Officer to tell them the barrier was still deployed; and they needed to contact the pilots in the bunkroom to open the door; and retract the barrier. One of the pilots in the cockpit looked out through the peephole; and they said it didn't look like it was deployed. I asked them to call the pilots on break to retract the barrier; but the pilots refused to do that. I directed my GS passengers to the lavatories during this time. I then noticed the barrier wasn't fully latched or secured; when the pilots were on a shift change; and I could reach in and retract the barrier; myself.All of the crew exhibited signs of fatigue throughout the flight. During the last service before landing; the passenger who talked to the agent previously; told Purser what transpired between him and the agent in [in a foreign language]. He said the agent told him; if he wanted to deplane; he alone would be the reason the flight cancelled; and threatened him that Company would not help him book another flight; and he would not get a refund; basically he would be on his own. On a side note; I was extremely angry with the lack of support from the pilots; management; Customer Service; and the crew desk. They never factored in the reality of our fatigue and exhaustion; nor did they care. We had been on duty for a total [for an extended period of time]; not including customs and debrief.
These rules and agreements are in place to protect ourselves; as well as the passengers. If pilots; crew desk; and management can change them at their whim; what's the point of a binding agreement? Without a doubt; every single flight attendant felt like their rights were ignored; and we were forced to do something we were not comfortable with; as we felt the passengers' safety was compromised.We landed. There was a crew waiting to replace us; once the doors opened; and we finished our duty day (not including 30 minutes customs + 30 minutes debrief).
Flight attendants on an international flight reported their company forced them to remain working beyond their legal duty time due to an extended ground delay.