According to a computer presentation put forward as evidence in the 2006 trial of Zacarias Moussaoui, an unknown person—or persons—makes four calls from Flight 11. These are at 08:16:50, 08:20:11, 08:25:31, and 08:28:33. The calls do not appear to have gone through properly: they are each described as “On button pressed, no call made.” Though the trial exhibit identifies the caller(s) only as “Unknown Caller,” other evidence suggests that at least one of the calls is made by—or on behalf of—Sara Low, who is one of the plane’s flight attendants. Her father, Mike Low, later says he learned from FBI records that his daughter had given her childhood home phone number in Arkansas to another of the flight attendants, Amy Sweeney, for her to report the hijacking. Low speculates that the reason his daughter gave this particular number was that she had just moved home, and so, in the stress of the hijacking, her childhood phone number was the only one she could remember. The Moussaoui trial presentation lists Sweeney as making five calls from the plane. However, it says these are all to the American Airlines office at Boston’s Logan Airport. [US District Court for the Eastern District of Virginia, Alexandria Division, 7/31/2006; New York Times, 9/4/2007] Sara Low lets Sweeney use her father’s calling card in order to make these five calls from an Airfone (see 8:22 a.m.-8:24 a.m. September 11, 2001). [New York Observer, 6/20/2004]
8:18 a.m. September 11, 2001: Flight 11 Attendant Betty Ong Calls Airline Reservations Office to Report Hijacking
Betty Ong, a flight attendant on Flight 11, calls the American Airlines Southeastern Reservations Office in Cary, North Carolina, to report the emergency on her plane. Ong makes the call using an Airfone. [9/11 Commission, 7/24/2004, pp. 5; US District Court for the Eastern District of Virginia, Alexandria Division, 7/31/2006] Flight attendants know the reservations 800 number that she calls because they often call it to help passengers with reservations questions. Calls made to the number are routed to the first available phone station at one of several facilities, including the office in Cary. [Federal Bureau of Investigation, 9/11/2001, pp. 72-74; 9/11 Commission, 11/19/2003 
; 9/11 Commission, 8/26/2004, pp. 8]
Ong Tells Agent, ‘We’re Being Hijacked’ – The call is answered by Vanessa Minter, a reservation agent. The first thing Ong says is, “I think we’re being hijacked.” [Federal Bureau of Investigation, 9/12/2001, pp. 38-41; 9/11 Commission, 7/24/2004, pp. 453] Minter will later reflect: “There was something in her voice that said: ‘Okay, this isn’t funny. This isn’t a joke. This is real.’” [WRAL, 9/9/2011]
Resolution Agent Joins Call – Minter asks Ong to hold for a moment. She then phones the American Airlines international resolution desk, which is on the other side of the building. Winston Sadler, the resolution agent, answers, and Minter tells him she has a woman on the phone who is calling from an American Airlines flight that is being hijacked. Minter says she cannot find the “emergency button” on her phone, and Sadler notices that she seems panicked. He offers to take over the call, and so Minter transfers it to him. The phone system allows Sadler to be connected to Minter’s line while Minter remains on it.
Alarm Sent Out to Notify Supervisor – Realizing the seriousness of the situation, Sadler pushes the emergency button on his phone, which initiates a tape recording of Ong’s call and also sends out an alarm that notifies Nydia Gonzalez, a supervisor at the reservations office, to pick up the call. Gonzalez will join the call from Ong a short time later (see 8:21 a.m. September 11, 2001). Sadler will tell the FBI that as soon as he joins Ong’s call, he is convinced it is a genuine phone call from an airplane, because he is used to hearing the background noise that occurs in calls from airplane telephones, and he can hear such noise during Ong’s call. [Federal Bureau of Investigation, 9/12/2001, pp. 38-41; Federal Bureau of Investigation, 9/12/2001, pp. 42-44; 9/11 Commission, 11/19/2003 ; 9/11 Commission, 7/24/2004, pp. 453]
Only First Four Minutes of Call Recorded – Ong’s call will last over 25 minutes, ending at around 8:44 a.m. or 8:45 a.m. (see (8:43 a.m.) September 11, 2001), and in it Ong will relay crucial information about what is happening on her plane. [9/11 Commission, 8/26/2004, pp. 8; US District Court for the Eastern District of Virginia, Alexandria Division, 7/31/2006] However, only the first four minutes of the call are recorded. This is because the recently installed recording system at the reservations office has a default time limit. The recording system it replaced did not have such a time limit. [9/11 Commission, 11/19/2003 ; 9/11 Commission, 8/26/2004, pp. 8]
8:19 a.m. September 11, 2001: Flight 11 Attendant Betty Ong Describes Emergency on Her Plane
Betty Ong, a flight attendant on Flight 11, begins relaying information about the trouble on her plane to employees at the American Airlines Southeastern Reservations Office in Cary, North Carolina. [9/11 Commission, 7/24/2004, pp. 5] Ong has just called the reservations office to report the hijacking of Flight 11, and is on the line with two employees there: Vanessa Minter and Winston Sadler (see 8:18 a.m. September 11, 2001). [Federal Bureau of Investigation, 9/12/2001, pp. 38-41; 9/11 Commission, 7/24/2004, pp. 453]
Ong Describes Hijacking but Gives Wrong Flight Number – Ong tells Minter and Sadler: “The cockpit’s not answering, somebody’s stabbed in business class, and I think there’s Mace, that we can’t breathe.… I think we’re getting hijacked.” Sadler asks Ong what flight she is on and Ong replies, incorrectly, “Flight 12.” She says her plane just left Boston and is supposed to go to Los Angeles, and the pilots are not answering the phone in the cockpit. She says she is in the jump seat, 3R, which is at the back of the plane, behind the coach section. [American Airlines, 9/11/2001, pp. 3-6; 9/11 Commission, 8/26/2004, pp. 6, 8] However, Amy Sweeney, another flight attendant who makes a call from Flight 11, is in the next-to-last row of passenger seats in the coach section of the plane, and she will say that Ong is sitting next to her (see (8:32 a.m.-8:44 a.m.) September 11, 2001). [New York Observer, 2/15/2004; New York Observer, 6/20/2004; 9/11 Commission, 8/26/2004, pp. 11]
Ong Says Two Flight Attendants Stabbed – Sadler asks Ong her name and she replies: “My name is Betty Ong. I’m number three [flight attendant] on Flight 11.” She says the number one flight attendant and the number five flight attendant have been stabbed. [American Airlines, 9/11/2001, pp. 3-6] These two attendants are Barbara Arestegui and Karen Martin. [9/11 Commission, 8/26/2004, pp. 6] Ong says, “Nobody knows who stabbed who and we can’t even get up to business class right now, ‘cause nobody can breathe.” She also says: “We can’t get into the cockpit. The door won’t open.” [American Airlines, 9/11/2001, pp. 3-6] Sadler takes notes of the call, using his computer “scratch pad.” [Federal Bureau of Investigation, 9/12/2001, pp. 42-44] He notifies Ong of this, saying, “I’m taking it down, all the information.” He tells Ong, “We’re also, you know, of course, recording this.” [American Airlines, 9/11/2001, pp. 3-6]
Ong Receiving Details of Hijacking from Colleague – During the entire conversation, Sadler will later recall, Ong seems to be talking to someone in the background and receiving information from them. [Federal Bureau of Investigation, 9/12/2001, pp. 42-44] This person is presumably Sara Low, another of the flight attendants, who was assigned to the front of the plane and so would have witnessed the hijacking when it happened. [Associated Press, 3/5/2009; New York Daily News, 3/6/2009; Arkansas Democrat-Gazette, 9/11/2011] Ong will keep repeating herself during the call, Minter will recall, such as repeatedly mentioning the stabbings on her plane. [Federal Bureau of Investigation, 9/12/2001, pp. 38-41] Nydia Gonzalez, a supervisor at the reservations office, has been alerted to the call and will soon join it (see 8:21 a.m. September 11, 2001). [9/11 Commission, 11/19/2003 ; 9/11 Commission, 7/24/2004, pp. 453]
8:21 a.m. September 11, 2001: American Airlines Supervisor Joins Call from Flight 11 Attendant Betty Ong
Nydia Gonzalez, a supervisor at the American Airlines Southeastern Reservations Office in Cary, North Carolina, joins a phone call between two employees at her office and Betty Ong, a flight attendant on the hijacked Flight 11. [9/11 Commission, 8/26/2004, pp. 8-9] Ong called the reservations office at 8:18 a.m. to report the hijacking (see 8:18 a.m. September 11, 2001), and has since then been talking to two employees there: Vanessa Minter and Winston Sadler. Sadler pushed the emergency button on his phone to alert personnel in the operations area of the reservations office, so that one of them could pick up the call from Ong. A colleague of Gonzalez’s initially picked up the call, but Gonzalez quickly takes over from them. [Federal Bureau of Investigation, 9/12/2001, pp. 38-41; 9/11 Commission, 7/24/2004, pp. 453; US District Court for the Eastern District of Virginia, Alexandria Division, 7/31/2006] Gonzalez, Minter, and Sadler are in different areas of the reservations office, but all three of them are able to monitor Ong’s call. [9/11 Commission, 11/19/2003 ]
Supervisor Told of Stabbings on Flight 11 – The first thing Gonzalez says when she joins the call is: “This is operations. What flight number are we talking about?” Ong earlier told Minter and Sadler, incorrectly, that she was on “Flight 12,” not Flight 11 (see 8:19 a.m. September 11, 2001). Sadler therefore tells Gonzalez, “Flight 12.” Ong quickly corrects him, saying: “We’re on Flight 11 right now. This is Flight 11.… Boston to Los Angeles.” She also repeats information she previously gave to Minter and Sadler, saying, “Our number one [flight attendant] has been stabbed and our [number] five [flight attendant] has been stabbed.” [American Airlines, 9/11/2001, pp. 3-6]
Supervisor Notifies Airline’s Operations Center – Gonzalez is an operations specialist, and her responsibilities include monitoring any emergency situations with American Airlines flights and forwarding information to the American Airlines System Operations Control (SOC) center in Fort Worth, Texas. [9/11 Commission, 1/27/2004 ; Spencer, 2008, pp. 17] She immediately realizes the seriousness of the situation on Flight 11 and therefore, while remaining connected to Ong’s call, phones the SOC on a separate line to notify it of the problem (see (8:21 a.m.) September 11, 2001). [9/11 Commission, 11/19/2003 ; 9/11 Commission, 8/26/2004, pp. 9] Gonzalez will later recall that she finds Ong to be “calm, professional, and in control throughout the call.” [9/11 Commission, 1/27/2004 ] She will also say that during the time she is monitoring Ong’s call, she does not hear much commotion in the background. [Federal Bureau of Investigation, 9/12/2001, pp. 69-71]
8:21 a.m. September 11, 2001: American Airlines Supervisor Calls Operations Center to Alert It to Call from Flight 11 Attendant
Nydia Gonzalez, a supervisor at the American Airlines Southeastern Reservations Office in Cary, North Carolina, calls the American Airlines System Operations Control (SOC) center in Fort Worth, Texas, to notify it of the trouble on Flight 11. [9/11 Commission, 8/26/2004, pp. 9] Gonzalez, along with two of her colleagues, is currently on the phone with Betty Ong, a flight attendant on Flight 11 who called the reservations office at 8:18 a.m. to report that her plane had been hijacked (see 8:18 a.m. September 11, 2001 and 8:21 a.m. September 11, 2001). [Federal Bureau of Investigation, 9/12/2001, pp. 38-41; 9/11 Commission, 7/24/2004, pp. 453; US District Court for the Eastern District of Virginia, Alexandria Division, 7/31/2006] Realizing the seriousness of the situation, Gonzalez calls the SOC. [9/11 Commission, 11/19/2003 ; 9/11 Commission, 8/26/2004, pp. 9] Her phone system is not set up to transfer calls, so she holds the phone on which she is monitoring Ong’s call to one ear while calling the SOC on another phone. [Spencer, 2008, pp. 17]
Gonzalez Says ‘Everyone’s Been Stabbed’ on Flight 11 – Craig Marquis, the manager on duty at the SOC, answers the call. [9/11 Commission, 11/19/2003 ; 9/11 Commission, 8/26/2004, pp. 9] He says this is the “American Airlines emergency line,” and then says, “Please state your emergency.” After introducing herself, Gonzalez says, “I am monitoring a call in which Flight 11, the flight attendant is advising our reps that the pilot, everyone’s been stabbed.” She adds, “They can’t get into the cockpit is what I’m hearing,” and then tells Marquis: “I’ve got the flight attendant on the line with one of our agents.… I can go in on the line and ask the flight attendant questions.” Marquis replies, “I’m assuming they’ve declared an emergency.” He then says, “Let me get ATC [air traffic control] on here.” He tells Gonzalez to “stand by.” [American Airlines, 9/11/2001, pp. 7-19] Marquis immediately starts an active log on the incident, reporting it as a flight emergency. This requires that he display all of the information that is available to him about Flight 11 on the monitors at his workstation. [9/11 Commission, 11/19/2003 ]
Gonzalez Gets More Information from Ong – Gonzalez asks Ong more questions while Marquis is off the line. Ong says she is the number three flight attendant on her plane and she has phoned no one other than those at the reservations office. [American Airlines, 9/11/2001, pp. 3-6] Gonzalez tells Ong: “I’ve got security on the line.… So just bear with us.” Marquis then returns to the line and asks Gonzalez if Flight 11 is descending or “landing somewhere.” (Marquis will tell the 9/11 Commission that at the beginning of the call from Gonzalez, he is “wondering where [Flight 11] was going to be taken to land.”) Gonzalez replies, “[Ong] says they’re in the air.” She adds that she is talking to “Betty,” who is the number three flight attendant. This detail enables Marquis to cross-check the information Ong has provided with the crew manifest for Flight 11, thereby confirming that Ong’s plane is indeed Flight 11.
Marquis Unaware that Flight 11 Is Hijacked – Gonzalez then asks Marquis if there is a way that Ong can communicate with the pilots on her plane, because Ong has said that “she can’t get… into the cockpit.” Marquis replies, “Well maybe [the pilots are] busy.” (Marquis will tell the 9/11 Commission that, at this point, he is wondering “why Ong doesn’t bang on the door of the cockpit” to get the pilot’s attention. He will explain that he “did not assume the plane was hijacked with the information he had from Gonzalez at that time.”)
Gonzalez Learns that Hijackers Are in the Cockpit – Marquis says he will get hold of the American Airlines dispatcher in charge of Flight 11 and ask them to contact the pilot. He tells Gonzalez to “stand by” and then calls the dispatcher (see 8:25 a.m. September 11, 2001). [American Airlines, 9/11/2001, pp. 7-19; 9/11 Commission, 11/19/2003 ] While Marquis does this, Gonzalez continues talking to Ong, and Ong says the hijackers are in the cockpit (see 8:22 a.m.-8:24 a.m. September 11, 2001). [9/11 Commission, 8/26/2004, pp. 10] When Marquis comes back on the line, Gonzalez says to him, “Betty is telling me that the guys, there’s two men [that] are in the cockpit with the pilots.” Marquis tells Gonzalez, “I have the dispatcher contacting the crew right now… so I’ll keep you informed.” [American Airlines, 9/11/2001, pp. 7-19]
Marquis Finds Call ‘Tough’ – Gonzalez calls the SOC at 8:27 a.m., according to an SOC chronology. [9/11 Commission, 11/19/2003 ] But according to the 9/11 Commission Report, she makes the call at 8:21 a.m. [9/11 Commission, 7/24/2004, pp. 5] Marquis will describe the call as “tough,” because he is unable to hear Ong directly. He wants the call from Ong to be transferred to him, he will say, but Gonzalez is unable to do this. [9/11 Commission, 11/19/2003 ] While only the first four minutes of Ong’s call to the reservations office are recorded, all of Gonzalez’s call to the SOC is recorded. [9/11 Commission, 8/26/2004, pp. 9-10]
8:22 a.m.-8:24 a.m. September 11, 2001: Flight 11 Attendant Amy Sweeney Unsuccessfully Tries Phoning Airline Office at Logan Airport
Madeline “Amy” Sweeney, a flight attendant on Flight 11, makes two unsuccessful attempts at calling the American Airlines flight services office at Logan International Airport in Boston. [9/11 Commission, 8/26/2004, pp. 9-10; US District Court for the Eastern District of Virginia, Alexandria Division, 7/31/2006] Flight 11 took off from Logan Airport at 7:59 a.m. (see (7:59 a.m.) September 11, 2001). [New York Times, 9/13/2001] The American Airlines flight services office at the airport manages the scheduling and operation of flight attendants. Attendants go there to check in for duty and fill in their pre-flight paperwork, among other things. The office’s phone number is well known to the American Airlines flight attendants who operate out of Logan Airport. [9/11 Commission, 1/25/2004 ; 9/11 Commission, 8/26/2004, pp. 9] Sweeney first tries phoning the flight services office at 8:22 a.m., but the call fails to connect. Her second attempted call, two minutes later, also fails to connect. [9/11 Commission, 8/26/2004, pp. 9-10; US District Court for the Eastern District of Virginia, Alexandria Division, 7/31/2006] Sweeney tries making the calls from a passenger seat in the next-to-last row of the coach section of the plane. She makes the attempted calls on an Airfone, using a calling card given to her by Sara Low, another of the plane’s flight attendants. [New York Observer, 2/15/2004; New York Observer, 6/20/2004; Arkansas Democrat-Gazette, 9/11/2011] Sweeney will finally reach the American Airlines flight services office on her third attempt to do so, at 8:25 a.m., and alert its staff to what is happening on her plane (see 8:25 a.m. September 11, 2001). [Federal Bureau of Investigation, 9/11/2001, pp. 57-58; 9/11 Commission, 8/26/2004, pp. 10]
8:22 a.m.-8:24 a.m. September 11, 2001: Flight 11 Attendant Betty Ong Reports that Hijackers Are in the Cockpit
Betty Ong, a flight attendant on Flight 11, tells employees at the American Airlines Southeastern Reservations Office in Cary, North Carolina, that the hijackers on her plane are in the cockpit, and nobody is able to communicate with the cockpit. [American Airlines, 9/11/2001, pp. 3-6; American Airlines, 9/11/2001, pp. 7-19; 9/11 Commission, 8/26/2004, pp. 9-10] Ong is on the phone with three employees at the reservations office—Vanessa Minter, Winston Sadler, and Nydia Gonzalez—and has been describing to them the trouble on her plane (see 8:19 a.m. September 11, 2001 and 8:21 a.m. September 11, 2001). [Federal Bureau of Investigation, 9/12/2001, pp. 38-41; 9/11 Commission, 7/24/2004, pp. 5, 453]
Ong Says Flight Attendants Cannot Get into Cockpit – Ong now asks some people on her plane, presumably other flight attendants, “Can anybody get up to the cockpit?” Based on what they tell her, she says to the reservations office employees: “We can’t even get into the cockpit. We don’t know who’s up there.” Presumably referring to the pilots, Sadler says, “Well if they were shrewd, they would keep the door closed.” He asks Ong, “Would they [i.e. the pilots] not maintain a sterile cockpit?” Ong replies: “I think the guys [i.e. the hijackers] are up there. They might have gone there, jammed their way up there, or something.” She adds: “Nobody can call the cockpit. We can’t even get inside.” Ong previously mentioned that some people on her plane had been stabbed. [American Airlines, 9/11/2001, pp. 3-6] Gonzalez therefore asks her, “You’re saying that the guys that are doing the stabbing, they’re in the cockpit?” Gonzalez then asks, “How many people [i.e. hijackers] are we talking about?” Ong says two men are involved. Gonzalez asks Ong if she can describe them. [American Airlines, 9/11/2001, pp. 7-19] Ong has not seen the hijackers herself and so she cannot provide a description of them. [Federal Bureau of Investigation, 9/12/2001, pp. 38-41; Federal Bureau of Investigation, 9/12/2001, pp. 69-71]
Passengers Unaware of Hijacking – Gonzalez asks, “How are the passengers?” [American Airlines, 9/11/2001, pp. 7-19] Ong says she believes the passengers in the coach section are unaware that their plane has been hijacked. [Federal Bureau of Investigation, 9/12/2001, pp. 42-44] Gonzalez will later recall her saying that the passengers “suspect something [is] going on, but [are] not aware of the situation.” [Federal Bureau of Investigation, 9/12/2001, pp. 69-71] Gonzalez checks with Ong: “So this is all happening in first class? Coach is not aware of what’s going on?” She then tells Ong to “calm down,” and reassures her, saying: “We’ve got security on the line. We’re gonna do everything we can.” [American Airlines, 9/11/2001, pp. 7-19]
Gonzalez Relays Information to Operations Center – Gonzalez has been relaying the information Ong provides to Craig Marquis, the manager on duty at the American Airlines System Operations Control center in Fort Worth, Texas (see (8:21 a.m.) September 11, 2001). [9/11 Commission, 11/19/2003 ; Spencer, 2008, pp. 17-18] She now passes on some of the new information Ong has provided, letting Marquis know that Ong said two men are in the cockpit of Flight 11 with the pilots. [American Airlines, 9/11/2001, pp. 7-19]
8:25 a.m. September 11, 2001: Flight 11 Attendant Betty Ong Says Plane Is Flying Erratically
Betty Ong, a flight attendant on Flight 11, tells employees at the American Airlines Southeastern Reservations Office in North Carolina that her plane is flying erratically. [American Airlines, 9/11/2001, pp. 7-19; 9/11 Commission, 8/26/2004, pp. 11] Ong is on the phone with three employees at the reservations office—Vanessa Minter, Winston Sadler, and Nydia Gonzalez—and has been describing to them the trouble on her plane. [Federal Bureau of Investigation, 9/12/2001, pp. 38-41; 9/11 Commission, 7/24/2004, pp. 5, 453] Gonzalez has been relaying the information Ong provides to Craig Marquis, a manager at the American Airlines System Operations Control center in Texas (see (8:21 a.m.) September 11, 2001). [9/11 Commission, 8/26/2004, pp. 9; Spencer, 2008, pp. 17-18] She promptly passes on to him Ong’s information that her plane is flying erratically. [American Airlines, 9/11/2001, pp. 7-19; 9/11 Commission, 8/26/2004, pp. 11] Also around this time, Flight 11 begins a sharp turn to the south (see (8:26 a.m.-8:29 a.m.) September 11, 2001). [Federal Aviation Administration, 9/17/2001 ; National Transportation Safety Board, 2/19/2002 ] Sadler will later recall that Ong says Flight 11 is flying erratically “several times during the conversation” she has with the reservations office personnel. He will also say that during “the moments in between the erratic flying, the airplane seemed to be smooth in its flight path.” [Federal Bureau of Investigation, 9/12/2001, pp. 42-44]
8:25 a.m. September 11, 2001: Flight 11 Attendant Amy Sweeney Calls Airline Office at Logan Airport and Describes Trouble on Plane
Amy Sweeney, a flight attendant on Flight 11, finally reaches the American Airlines flight services office at Logan International Airport in Boston, and tells the employee who answers the call about the trouble on her plane. Sweeney’s two previous attempts at calling the flight services office failed to connect (see 8:22 a.m.-8:24 a.m. September 11, 2001). But her third attempted call is answered by Evelyn Nunez, a passenger service agent for American Airlines. [Federal Bureau of Investigation, 9/11/2001, pp. 57-58; 9/11 Commission, 2004, pp. 4; 9/11 Commission, 8/26/2004, pp. 9-10]
Sweeney Says Two Attendants Stabbed, One Passenger Had Throat Cut – Sweeney talks fast during the call. She says she is an American Airlines flight attendant, but does not give her name. Nunez will later tell the FBI that Sweeney says that “Flight 12 at Gate 32 had two flight attendants stabbed.” [Federal Bureau of Investigation, 9/11/2001, pp. 57-58] (Although Sweeney is on Flight 11, not Flight 12, Flight 11 departed from Gate 32 at Logan Airport (see 7:40 a.m. September 11, 2001). [9/11 Commission, 8/26/2004, pp. 7] ) Sweeney says a passenger seated in row 9 of the plane had their throat cut by a passenger in seat 10B. [Federal Bureau of Investigation, 9/11/2001, pp. 57-58] This would be a reference to passenger Daniel Lewin being attacked by hijacker Satam Al Suqami (see (8:14 a.m.) September 11, 2001). [Ha’aretz, 7/22/2004; 9/11 Commission, 7/24/2004, pp. 5] Sweeney also says there is a bomb on the plane. [Federal Bureau of Investigation, 9/11/2001, pp. 57-58]
Sweeney Given Details of Hijacking by Another Flight Attendant – Sweeney makes this call from the next-to-last row of passenger seats in the coach section of her plane, using an Airfone. [New York Observer, 2/15/2004; New York Observer, 6/20/2004] She gets her information about the trouble on Flight 11 from Sara Low, another of the flight attendants, who was assigned to the front of the plane and so would have witnessed the hijacking when it happened. [Boston Herald, 12/15/2008; Associated Press, 3/5/2009] But after 1 minute and 47 seconds, the call is cut off. [9/11 Commission, 7/24/2004, pp. 6; US District Court for the Eastern District of Virginia, Alexandria Division, 7/31/2006]
Flight Services Manager Overhears Call – Michael Woodward, an American Airlines flight services manager at Logan Airport, hears Nunez talking on the phone to Sweeney. Nunez is talking in a “rather loud” voice, Woodward will recall, and keeps saying to Sweeney: “What, what, what?… Who’s hurt?… What?” When Woodward asks what is wrong, Nunez says she has received an odd phone call, in which the caller said someone was hurt on Flight 12. “She indicated that someone had been hurt, stabbed,” Woodward will recall. Woodward will tell the 9/11 Commission that he mistakenly thinks the incident the caller described “was air rage, because there was a lot of that type of thing going on at the time.” He thinks that “maybe there was a disturbance in the terminal.” Woodward will subsequently head to a departure gate to see if anything is wrong there (see (8:27 a.m.) September 11, 2001). [9/11 Commission, 1/25/2004 ]
Agent Determines Name of Hijacker – Nunez immediately calls flight operations for American Airlines to determine the status of Flight 12, the plane Sweeney said she was on. Nunez learns that it was in fact Flight 11 that recently left Logan Airport. She then runs a computer check to find the name of the passenger Sweeney identified, who was in seat 10B on Flight 11. Nunez determines that the passenger was Al Suqami. [Federal Bureau of Investigation, 9/11/2001, pp. 57-58] Sweeney will call the American Airlines flight services office again at 8:29 a.m. and 8:32 a.m. (see 8:29 a.m. September 11, 2001 and (8:32 a.m.-8:44 a.m.) September 11, 2001). [9/11 Commission, 7/24/2004, pp. 6; US District Court for the Eastern District of Virginia, Alexandria Division, 7/31/2006]
8:28 a.m. September 11, 2001: Flight 11 Attendant Betty Ong Provides Seat Numbers of Two Hijackers
Betty Ong, a flight attendant on Flight 11, tells American Airlines employees on the ground the seat numbers of two hijackers who have gained unauthorized access to the cockpit of her plane. [American Airlines, 9/11/2001, pp. 7-19; 9/11 Commission, 7/24/2004, pp. 6] Ong is on the phone with three members of staff at the American Airlines Southeastern Reservations Office in North Carolina, and has been describing to them the trouble on her plane. [Federal Bureau of Investigation, 9/12/2001, pp. 38-41; 9/11 Commission, 8/26/2004, pp. 8] She previously said she thought that two hijackers had forced their way into the cockpit, but could provide no description of them (see 8:22 a.m.-8:24 a.m. September 11, 2001). [American Airlines, 9/11/2001, pp. 3-6; American Airlines, 9/11/2001, pp. 7-19; Federal Bureau of Investigation, 9/12/2001, pp. 69-71]
Ong Provides Hijackers’ Seat Numbers – Nydia Gonzalez, one of the reservations office employees, now asks Ong: “Do you know any information as far as the gents, the men that are in the cockpit with the pilots. Were they from first class?” Ong replies that the men were in seats 2A and 2B. [American Airlines, 9/11/2001, pp. 7-19] These seats, in the first class section of the plane, were occupied by hijackers Wail Alshehri and Waleed Alshehri. Ong would not have seen these two men, as she is at the back of the plane. [9/11 Commission, 11/19/2003 ; 9/11 Commission, 8/26/2004, pp. 6] However, the reservations office employees gain the impression that she is getting information from someone else, such as another flight attendant. [Federal Bureau of Investigation, 9/12/2001, pp. 38-41; Federal Bureau of Investigation, 9/12/2001, pp. 42-44; Federal Bureau of Investigation, 9/12/2001, pp. 69-71]
Gonzalez Relays Information to Airline Operations Center – Gonzalez has been passing on the information Ong provides to Craig Marquis, a manager at the American Airlines System Operations Control (SOC) center in Texas (see (8:21 a.m.) September 11, 2001). [9/11 Commission, 8/26/2004, pp. 9; Spencer, 2008, pp. 17-18] She has just told Marquis that, according to Ong, the “number five” flight attendant on Flight 11—Barbara Arestegui—has been stabbed, but “seems to be breathing,” and the “number one” flight attendant—Karen Martin—has been “stabbed pretty badly, and she’s lying down on the floor,” possibly unconscious. The other flight attendants are at the back of the plane with Ong, Gonzalez said. Gonzalez also told Marquis that the passengers in the coach section “might not be aware of what’s going on right now,” meaning they are unaware that their plane has been hijacked.
Ong Says Pilots Made No Announcements – Gonzalez now relays to Marquis the hijackers’ seat numbers that Ong provided, and adds that the two hijackers “are in the cockpit with the pilots.” She then returns to her conversation with Ong. She asks if the pilots have “made any announcements on the PA system.” [American Airlines, 9/11/2001, pp. 7-19] Ong says there have been no announcements. [Federal Bureau of Investigation, 9/12/2001, pp. 38-41; Federal Bureau of Investigation, 9/12/2001, pp. 69-71] Gonzalez then asks if Flight 11 is “still flying erratically” (see 8:25 a.m. September 11, 2001). Ong says that “right now it’s more or less stabilized.” [American Airlines, 9/11/2001, pp. 7-19] Later during her call with the reservations office, Ong will provide the seat number of a third hijacker on her plane (see 8:35 a.m.-8:36 a.m. September 11, 2001). [9/11 Commission, 8/26/2004, pp. 12]
