As part of the Foundation’s case study research, several passengers, family members, and numerous American Airlines’ employees were interviewed for the purpose of learning what they felt was helpful and unhelpful in the aftermath of the accident. To advance the learning, Jeff Arnold, other survivors, and employee responders were featured in several training videos.
from a twenty-year follow up with survivor Jeff Arnold appear below:
CVC: How did you see the accident from a spiritual
JA: I guess I saw this as
“these things happen.” While tragic for
many, I view this event for me as many blessings received. One blessing was I never felt in personal
danger after the crash. It wasn’t
courage or being fearless, I just didn’t feel like I was in danger. When I “came to” while the plane was still on fire and burning, it provided light, not threatening me. I view getting knocked out early on in the
crash as “protecting me”. Since I was
unconscious, I didn’t experience the fear or trauma as the plane was torn open,
people hurt, or screaming. I didn’t
experience the panic as people evacuated the plane. When I came to, it was calm. I lost my glasses during the crash, so if I
“saw” bodies, their image didn’t “register” with me. The Good Lord protected me.
2. CVC: Where did you get
emotional support during the first few weeks?
JA: Many sources.
By Providence, the guy I was traveling with and I ended up at the same
hospital and I was relieved when he visited me before we were released. Later that day, a National Guard Behavioral
Specialist looked in on me. She walked
with me when we went to a shopette. I
was grateful for the company – the Guard wanted to ensure I was okay to walk,
and I suspect she “sounded me out” as we chatted and I guess got a thumb’s
up. When I got back to Alaska four days
later, my 1-yr old dog gave me all kinds of support and my wonderful neighbors
looked in on me regularly. Also, once home I was supported by my biological
family, my National Guard family, and my church community (which was a hospital
chapel where I volunteered visiting patients).
Longer term, the two events that helped the most were: 1) I was in a university writing weekend
workshop on an island, a very relaxing setting. Initially, I was going to write a story about my 1-yr old dog, but my
professor suggested I write about the crash.
2) One of the ladies that also attended the hospital chapel was an
Alaska Airlines Flight Attendant (F/A). She
put me in touch with the lead F/A trainer who connected me with the Alaska
Airlines Care Team, where I became a regular presenter. I gave a 15-20 minute presentation followed
by Q&A and it was the Q&A portion that I think helped me express and
rationalize what happened.
3-A. CVC: What
actions did you take to get through finishing the business of the crash?
JA: I contacted an attorney. I
think I was one of the last ones to retain an attorney. Communicating with some of the other
passengers, they expressed frustrations that once they had an attorney, they
couldn’t directly contact American. When
I got my attorney, I asked that I still be allowed to talk with American’s CARE
Team, providing I didn’t disclose any “case strategy”. I was thrilled and confident with John Howie
as my attorney, his integrity, and “how he does business” impressed me, along
with his aviation background.
3-B. CVC: What did you do to get your
life under control?
JA: Life was good before
and life was good after (I generally take the approach, if things aren’t good,
then I’ll make them that way – kind of like Green Peace’s slogan “Think
globally, act locally”, so my take is to be aware of what’s going on, but focus
on what I can effect). I had a huge
project at work that kept me focused (sometimes to the point of missing medical
appointments). “Work” worked with me and
was very supportive in terms of adjusting my schedule, and verifying status
and benefits. I was grateful American
Airlines offered from the get-go to cover my medical expenses, so I don’t
recall even seeing a bill. My wonderful
neighbor kept up my lawn while I recovered. I think staying busy and engaged helped keep me on track. I’m fortunate I didn’t have significant,
long-lasting injuries and that allowed me to “bounce back”.
3-C. CVC: Did you attend any support groups?
JA: I’m grateful to NTSB for providing a venue
for survivors and family members to communicate. Realize, this was pre-Facebook, but that service helps now.
4. CVC: Did you need to forgive anyone---who?
JA: I don’t believe so, at least not
crash-related! Although I did apologize
to Julia, the woman I walked with after the bus almost backed into a drainage
ditch. It was chilly and raining so I
put my arm around her and regrettably with my left ear nearly severed, I bled a
little bit on her:)
5-A. CVC: What have you done creatively
as a result of this traumatic experience?
JA: I contributed money to a
survey of survivors and their interactions with Care Team members.
I believe Care Teams
are effective, but also feel they must continue to evolve. Care offers vital services to survivors and
family members, and must seek ways to improve that service, ensuring they
perform them properly. Hopefully the
survey will provide some “lessons learned” and benefit the Care community and
those they serve. The Care aspect
that most impressed me was the manner with which one of my Care Team workers stressed in their role for assisting me. When I
asked a financially related question, she told me that was not her role, but
willingly provided me contact numbers. Making this distinction between Care Team and “the airline” helped his
effectiveness. I appreciate the
“autonomy” afforded the Care workers by their airline.
Becoming a Care
volunteer can mean putting oneself into challenging situations. A Care volunteer could face circumstances and
emotions ranging from reserving lodging for a survivor’s out of town family to
being seen as a representative of the airline that tried to kill the
passenger. These examples, coupled with
the day-to-day challenges of providing Care for a passenger, not to replace
their “support systems” but rather augmenting them, can be wearing.
I think Care Team members can make significant contributions, not only to those they serve but to
their company as well. Because Care Team members are familiar with their company, they have the background for getting
results from their organization, so they can better support their charge. A side benefit is if, or as, they see areas
that can be improved, hopefully their company will be more responsive to “one
of their own”.
5-B. CVC: Jeff, you
also helped all of us learn about the need for a Care Card that is now used in
multi-industries throughout the world.
The card helps survivors understand at least in part what the team can
JA: Yes, I was
speaking one day at the Alaska Airlines Family Assistance Training and suggested
how beneficial it would be if the team members had a small card to present to survivors, which listed ideas about what the company wanted to offer them. The
leadership team at the airline followed my suggestion and the Care Card became
a reality. I would later learn that the suggestion had gone viral, and companies
throughout the world had their own version of the card bearing their logo.
6. CVC: Have you integrated the experience into your
life? What did you leave behind and what do you carry with you?
JA: I’m a bit more patient, especially when it
comes to aircraft weather or maintenance delays. I generally had a positive outlook before the
crash. Maybe I appreciate people and
things a bit more and recognize blessings in events.
7-A. CVC: This question is about your connection with the Spirit/God. How do you stay connected to those who have gone before you?
JA: It varies, but usually I’m “numb” after they
pass. Sometimes I pray/think about/talk
with them. I’m trying to pray more. I usually pray and reflect before I turn in
and reflect over my day’s actions and think about others. I’m trying to take a few moments in the
morning and ask for guidance for the new day.
7-B. CVC: Did the accident change this in any way?
JA: Not really.
My change is more from my advancing age and from seeing those close to
death from my hospital volunteering.