8:19 A.M.50 Flight attendant Betty Ong contacted the American Airlines Southeastern Reservations Office in Cary, North Carolina, via AT&T air phone to report an emergency aboard the flight. Flight attendants know the reservations 800 number because they call it frequently to help passengers with reservations questions. Calls to the number are routed to the first open line at one of several facilities, including the one in Cary.
The emergency call from Betty Ong lasted approximately 25 minutes (8:19 A.M.-8:44 A.M.). Ong relayed vital information about events taking place aboard the airplane to authorities on the ground. Her call was received initially at the reservations office by an American Airlines employee. The call was transferred to another employee who, realizing the urgency of the situation, pushed an emergency button that simultaneously initiated a tape recording of the call and sent an alarm notifying Nydia Gonzalez, the reservations office supervisor, to pick up on the line. Gonzalez was paged to respond to the alarm and joined the call a short time later. Only the first four minutes of the phone call between Ong and the reservations center was tape-recorded because the recently installed recording system at that time contained a default time limit.
8:19 A.M. Ong reported, "The cockpit is not answering, somebody's stabbed in business class-and I think there's mace-that we can't breathe-I don't know, I think we're getting hijacked."
While the reported "stabbing" in business class may have been an attack on the flight attendants, or on an unnamed victim, this may quite possibly have been the initial report of the attack (recounted with more specificity later) on a passenger in business class, seated in 9B-directly behind Atta and Omari, and in front of Suqami. The passenger was a 31-year-old man who had served four years as an officer in the Israeli military.
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Also at 8:32 A.M., the American Airlines flight service manager at Logan, Michael Woodward, returned to his office and discovered that Sweeney had called again and was speaking with an employee in the office. Woodward, who was a friend of Sweeney's, took over the call. Sweeney said that she was sitting in the back of the plane next to Ong, who was still on the phone with Gonzalez.
The phone call between Sweeney and Woodward lasted approximately 12 minutes. It was not taped. According to Woodward, Sweeney was calm and collected. She provided the following information: she was sitting in the back of the aircraft next to Betty Ong; the plane had been hijacked; a man in first class had had his throat slashed; two flight attendants had been stabbed-one flight attendant had been stabbed seriously and was on oxygen while another flight attendant's wounds were not as serious and seemed to be okay; a doctor had been paged; the flight attendants were unable to contact the cockpit; and there was a bomb in the cockpit.
Sweeney told Woodward that she and Ong were trying to relay as much information as they could to people on the ground.
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Also at 8:33 A.M., Gonzalez received a report from Ong providing the first indication of a fatality on board. Gonzalez passed the information on to Marquis at 8:34 A.M. as follows:
"They think they might have a fatality on the flight. One of our passengers, possibly on 9B, Levin or Lewis, might have been fatally stabbed."
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8:35 A.M. Gonzalez confirmed the details of a report by Ong regarding the identity of one of the hijackers: "He's the one that's in the-he's in the cockpit. Okay you said Tom Sukani? Okay-Okay and he was in 10B. Okay, okay, so he's one of the persons that are in the cockpit. And as far as weapons, all they have are just knives?"
8:36 A.M. Marquis received Gonzalez's report about the hijacker she referred to as "Tom al Sukani" (i.e., Satam al Suqami), who had been seated in 10B.