Where were you when you learned about the happenings of September 11th, 2001? Then American Airlines flight attendant Joanne, who was living in New York City at the time, recalls her memories in detail like it was yesterday:
On the morning of 9-1-1, I was living in New York City at the time. I was a Flight Attendant for American Airlines and was currently on the sick list; being off for three days prior. I usually wake up fairly early in the morning. This particular day, I was up early, and promptly made my way to the kitchen to fix myself a big hot cup of green tea. While walking to the kitchen, I heard my phone chirp (I had the Boost walkie-talkie phone at the time) and it was my cousin, Lisa’s voice. She said, “Cuz where you at?! Pick up!”
I turn the stove on, so my kettle could get hot and went back to my bedroom for my cell phone. Before picking up the phone, I had to pass my television that was tuned in to New York One news and that is when I saw it! Oh my God! Can it be?! Was it so?! Am I still sleeping and this is all a bad dream?! An airplane had crashed into one of the Twin Towers. As I watched in dismay, I exclaimed, “God help us!”
By this time, my cousin had chirped me again, and I answered her with astonishment in my voice. “Hello Cuz?!” Where are you?! Are you and the kids okay?! She answered, “Cuz! Thank God you’re ok! I’ve been chirping you a few times! Because of the Towers, everybody’s lines are down! Do you have the news on?! Do you believe what’s happening in New York City?! What do you think it is?”
I said, “It’s definitely a terrorist attack! Let’s pray,” and we did. She was working in the Bronx at the time and was hurriedly on her way to meet her kids; they were rushing to get to her as well. Nothing like a mother’s love to help you feel safe and remind you it was going to be alright. But we all would agree that everything was not going to be alright, and we were just grateful that we were alive.
After making sure that I was okay, she agreed that if she could get through again, she would call me back when she and the kids got home. Meanwhile, I thought of my mom. I felt her fears. The same fears my cousin Lisa had about me being okay. I immediately tried to call her but cell phone service was scarce. If you did get through, you were only allowed three minutes to talk and then your call was immediately disconnected. At that point, I immediately started calling people. My mom, sister, boyfriend, my best friends who worked downtown in the immediate area of the Twin Towers and I could not get through! I refused to believe that everybody was less than okay. At that point, I started talking to myself, which I do often. I said, “Oh my God! Please Lord! Please let all my loved ones be alright! Please!”
Overwhelmed emotionally, I began to cry uncontrollably and without my boyfriend there to console me I was a hot mess! The kettle was hissing, letting me know the water was boiling. I’m sure it was whistling to me for some time but I was numb from watching the second plane crash into the south tower. While sitting at the edge of my bed, my spirit crushed, I thought, “What is the world coming to? What just
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happened in New York City? Us New Yorkers, would never be the same. New York City, as we knew it, would never be the same. Never. Then my phone chirped! It startled me but I felt instant relief! It was my boyfriend. He, too, had worry in his voice. “Bae! Bae! Hello?! Where are you?! Pick up bae! Pick up! Please pickup!” “I’m here! I’m here, I said, almost screaming through the phone. He breathed a huge sigh of relief and began to cry. Oh my God! There is nothing more touching than hearing a man cry! I was already emotional and began crying all over again! Us two, so worried about each other, just hearing his voice was enough. You know that feeling when you lose someone at the mall, especially a toddler and you are scrambling to find them? That’s what we went through on 9-1-1. An eerie feeling of despair, wrapped up in desperation and filled with fear. We both exhaled once we heard each others’ voices then immediately began crying; knowing that this morning could have easily been the last time we would have ever seen each other again.
“I never would have imagined that New York City could look like a war zone, but it did”
Now that we got it all out, we knew there were only a couple of minutes left to talk and say our “I love you’s” before calling our families to make sure everybody was alright. While in the middle of our speedy conversation, we were cut off and that is when it became intense. Since most lines of communication were suspended due to the terrorist attack, you had to repeatedly dial the number you were calling about four to five times before getting through. It was “the roll of the dice” that day, my uncle used to say. The redial feature on the phone, was my best friend on this day, like I am sure it was to everybody else trying to get through but could not. An hour went by, where I could not make or receive calls, so I sat motionless and watched to my horror, while the Twin Towers were ablaze. I could not help thinking about what it was like to be downtown at that precise moment. I have only seen stuff like this in the movies. I never would have imagined, in a million years, that New York City could look like a war zone but it did. After the Towers fell, flying glass and debris were everywhere! Everybody was running for their lives! Dust, dirt and soot covered everyone in its midst! Whether you were African-American, 
Latino, Asian or Caucasian, none of that mattered. On this day, we were united by an act of hate, that we pray, we will never have to relive, ever again. My best friend told me, “Imagine coming up from an underground train station downtown. Rushing! Running late for work! Unbeknownst to you, the city’s in total chaos! As you walk up the steps, you feel the ground shaking like you are in the middle of an earthquake! Now you are thinking crazy! An earthquake in New York City?! That is nuts! Then coming up onto street level, you see a huge crowd! A mob! A stampede of people screaming, “Run! Run! Somebody blew up the World Trade Center! Run! Hurry!” and you immediately start running with them, thinking, “What just happened?! Why are we running?! Can someone please tell me what’s going on?!” Then someone screamed, “Somebody blew up the Twin Towers!” The course of events that would change the city forever. Eventually, my mom, sisters and friends that I had not yet talked to, kept calling until they eventually got through. Hearing my voice they were immediately reassured that I was alright.
It was the morning of September 23, 2001, and it was my first trip back, after the terrible tragedy of 9-1-1. As a native New Yorker, I had quite a busy schedule and had grown accustomed to traveling extensively within the continental United States without hesitation but this morning was different. Usually I wake up and say a little prayer before getting started on my day but todays’ prayers were more intense and geared specifically towards me and my crew having a pleasant and safe trip. While on my watch, there was no room for terror or any derivatives thereof.
I knew that American Airlines had taken every safety precaution imaginable to ensure the safety of their crews, as well as the millions of passengers that flew with us daily. I was confident in knowing that my first flight back would be safe but of course, in being human, you still have a small amount of fear in your spirit. In lieu of the tragedy, it was understandable. Realizing that this day may be ultra-sensitive and emotional, I brought along ample Kleenex just in case.
I arrived at LaGuardia Airport an hour and a half prior to my scheduled flight to Chicago. It was what us Flight Attendants, called “a turn” so I anticipated a very quick flight, to Chicago O’Hare airport and back to New York City. As I walked through the airport, head held high, fully dressed in my navy blue dress with matching blazer, I was always proud to wear my uniform. Being an American Airlines Flight Attendant was the most rewarding career for me.
I flew with some amazing people, from all over the world and have made lifetime friendships that have carried on into present day. Today I noticed a change. Not just in me but in the energy within the airport. The tension was high among the passengers and as I walked by them, quite a few searched my eyes, as if to ask me, “Are we going to be okay?” And of course, I always greeted them with a smile and said, “Great day for flying! Have a good trip!” But what my spirit was really saying was, “I pray that we do have a safe trip.”
At any airport, the flight crew, minus the captains and first officers, have an operations area or “ops” where we check in and do all of our pre-planning, prior to our flights. Like any other day, while walking in, you will see other flight crews heading out to their assigned gates, getting ready to take off on their various destinations. As I walked into operations, I noticed a sizeable section in the middle of our usual seating area, had posters of all the flight attendants who were killed on Flight 11 on that tragic day of September 11, 2001. While I stood there, motionless, I stared at all their faces. All of them, in their uniforms, looking just as happy as we would like to remember them. At that moment, I recognized three of them but two, out of the three, I had actually flown with. Oh wow! I thought, that could have easily been me on that poster. While holding back tears, I took a deep breath and looked around. I tell you there was not a dry eye in the place! Everyone was crying and quite emotional. I could not do this right now and bolted to the ladies room. Upon entering, in the large vanity mirror, stood another flight attendant, touching up her makeup. Her eyes were red, as if she had been crying and looked at me intently to see if I shared her grief. I did but chose to not let it all go, not there anyway. Willingly knowing that mentally and physically, I had to be ready for my flight. I adjusted my [suitcase] against the wall and leaned on the side of the mirror, awaiting her to speak first. She then asked, “Are you doing a Chicago turn and I replied, “Yes, I am.” We introduced ourselves and immediately started talking about our co-workers, who have since passed on. Evidently, one of the deceased, was her roommate in training and she was taking it quite hard. I tried to console her, reassuring her, she is okay now and in a better place.
Unfortunately, that did not work but made things worse and made me feel awful. I am quite sure we have all been in this awkward situation, where you do not really know what to say and finding yourself having to improvise and just wing it! So I did! My suggestion was to pray. Anyone who knows me knows, I am what you call a prayer warrior. I am a spiritual but not religious person and strongly believe in the power of prayer. As we stood together, holding hands, I believed and trusted that my prayers and my faith would stimulate joy in her spirit again and she could smile just once more. If not for herself, for her friend, who has since gone home. Soon afterwards, I looked at her and she had more color in her face and was smiling. I hugged her and waited while she touched up her makeup for the last time.
“You hear that?!” She said, “What?! I don’t hear anything!” And I said, “Exactly!”
As we walked out of the restroom and towards the exit of operations, she looked at me and said, “Thank you.” She did not have to utter a thing. It was in fact, written all over her face. Just seeing her smile again, made it all worthwhile, for me. As we walked through LaGuardia Airport together, proudly wearing our blues, holding our heads high, our work heels almost in sync with one another as we made our way even closer to our departure gate. I do not remember faces or names of the thousands of passengers I have greeted but I would always reassure them of an even better flight experience when they got on my flight. I always made sure to engage the passengers and family members in a conversation of what the nature of their trip was, who they were going to see, was this their first time flying with us, reassuring them that this would be their best flight experience ever! On my flights, whatever I could do to make a passenger’s trip more pleasant, if was within my power to do so, I would do it! Seeing another happy face, always made my day!
Normally while boarding you hear the hustle and bustle of passengers coming on board and getting acclimated to the aircraft. Around this time, is when I begin to get excited! Hearing the pleasant laughter of my passengers amongst themselves, some still on their cell phones confirming with an available crew member, exact departure and arrival times to their various destinations. Overhead bins opening and closing, overhead lights being pushed on, timely requests being made and frequent business travelers, obviously annoyed by the noise and chatter. Then all of a sudden, that is when it happened! Something that has never happened to me during the boarding process before. It was drop dead silent! So quiet you could hear a pin drop! I then asked the Number 1 flight attendant, “You hear that?!” She said, “What?! I don’t hear anything!” And I said, “Exactly!” The main cabin of the aircraft was as quiet as a library, which was unheard of! Wondering what was the reason for the awkward silence, I immediately ran out of the front galley, through the first class cabin and while making a “b-line” straight to the main cabin is when I saw them – a family of four, the husband and wife, accompanied by the son and daughter traveling together. Their composition did not frighten everyone like their ethnicity did. By face value, the family looked Middle Eastern, some said, “Muslim,” and I even heard someone say, ”What are they doing here?” Unfortunately, after the tragedy of 9-11, everyone had hidden fears they were battling and at this moment, had been reminded of the psychotic group of people responsible for the tragedy that occurred on that unsuspecting fall day. It was then, in the awkward silence, that a female passenger in first class, jumped up and yelled, “Oh my God! I’m sorry George! I can’t do this! I gotta go!”
He looked at her intently but not shocked and watched her, as she quickly bolted passed the passengers who were still boarding the aircraft and ran out onto the jet bridge.
At this point, I did not know what I was going to do but I knew I had to do something! I knew that if I did not act quickly we may run a risk of some, if not all, our passengers getting off the plane and that was not going to happen! At least, not on my watch! I quickly ran after the female, who was clearly shaken. She looked confused but most of all, scared. I asked for her name and she began to tell me about her mother-in-law in Chicago, who was very sick and dying of Cancer. She expressed her guilt of her and her husband not arriving sooner, to spend time with the dying woman and understandably had to get there. I empathized with her and quickly reassured her that every American Airlines flight was a lot safer than she will ever know or I, myself, would not be on this flight at all. Since her personal reasons for traveling that day, outweighed her internal fear of the unknown, I talked her into getting back on board. We held each others’ hands and I led us in prayer. Standing on our faith and trusting God for a safe arrival in Chicago. After our beautiful prayer, she looked at me with tear-filled eyes, hugged me and thanked me for not just being a professional but being human.
As soon as we walked across the jet bridge together and back on board, there remained a sense of relief amongst the existing passengers. A couple of them even clapped! Rejoicing in yet, one small accomplishment that would ring throughout the entire cabin. I thought it would be best to have a casual conversation with the [“Arabic looking” family] following the lunch service. I did and it was quite refreshing. The father and husband, the head of the family, was an Engineer to a huge computer firm and was relocating to Chicago with his family. They were from a beautiful country called Guyana and were far from being Middle Eastern. Not even close! When he spoke, he had a very distinct Caribbean accent. The whole family did! Had they spoken during the abrupt moment of silence on the aircraft, everyone would have realized what a terrible mistake they had made and felt silly. We had a good laugh about it and I took the opportunity to apologize to him and his family, on behalf of American Airlines.
Coming from a multi-ethnic background and having experienced differed treatment from others as a child, I learned to never judge a book by its cover by assuming things about people. It is sometimes easier to ridicule someone’s differences than to accept them. It is certainly up to us to take the mature approach when talking to people from a different ethnicity and to never judge anyone by their appearance or religious preference, background, etc. After all, we do not live in a perfect world but it takes all kinds regarding the composition of it. Love, is in fact the universal language. Instead of, tearing each other down or being afraid of one another because of our differences, allowing those differences to be the reason to bring us closer. I was very happy that we landed safely in Chicago that day and was able to recall an extraordinary flight, with some extraordinary people [on my first return to work].
– Flight Attendant Joanne A. –
