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Flight attendant reporter on B767-300ER from gru-jfk reported incident with loud passenger upset with flight attendant for not speaking english.
| Attributes | |
| ACN | 432079 |
| Time | |
| Date | 199903 |
| Day | Sun |
| Local Time Of Day | 0001 To 0600 |
| Place | |
| State Reference | FO |
| Environment | |
| Light | Night |
| Aircraft 1 | |
| Controlling Facilities | artcc : svzm.artcc tower : atl.tower |
| Operator | common carrier : air carrier |
| Make Model Name | B767-300 and 300 ER |
| Operating Under FAR Part | Part 121 |
| Flight Phase | cruise : level |
| Route In Use | enroute : atlantic |
| Flight Plan | IFR |
| Person 1 | |
| Function | flight attendant : on duty |
| Qualification | flight attendant : currently qualified flight attendant aircraft qualified on : 6 |
| Experience | flight attendant time airline total : 9 flight attendant time total : 9 flight attendant time type : 95 |
| ASRS Report | 432079 |
| Person 2 | |
| Affiliation | company : air carrier |
| Function | flight attendant : on duty |
| Qualification | flight attendant : currently qualified |
| Events | |
| Anomaly | cabin event : passenger misconduct cabin event other non adherence : company policies |
| Independent Detector | other other : cab 1 |
| Supplementary | |
| Problem Areas | Cabin Crew Human Performance |
| Primary Problem | Ambiguous |
Narrative:
Flight attendant #1 was doing our second service. I had just given the passenger his meal because I was in front of XXX. I was a couple of rows in front of her when she said, '...I need your help,' so I turned around to see what she needed. She started telling me she was having a problem with this passenger. She told me that she asked him what he wanted to drink and he told her she needed to speak to him in english. As I'm standing there, he was saying that she was not a good flight attendant and that she shouldn't be doing this job and he was getting loud. I told him that he shouldn't speak to her that way. He told me he wanted my name and I told him I wouldn't give him my name. I went and tore the address out of the magazine, if he had a complaint he could write air carrier X, but I would not give him my name.
Original NASA ASRS Text
Title: FLT ATTENDANT RPTR ON B767-300ER FROM GRU-JFK RPTED INCIDENT WITH LOUD PAX UPSET WITH FLT ATTENDANT FOR NOT SPEAKING ENGLISH.
Narrative: FLT ATTENDANT #1 WAS DOING OUR SECOND SVC. I HAD JUST GIVEN THE PAX HIS MEAL BECAUSE I WAS IN FRONT OF XXX. I WAS A COUPLE OF ROWS IN FRONT OF HER WHEN SHE SAID, '...I NEED YOUR HELP,' SO I TURNED AROUND TO SEE WHAT SHE NEEDED. SHE STARTED TELLING ME SHE WAS HAVING A PROB WITH THIS PAX. SHE TOLD ME THAT SHE ASKED HIM WHAT HE WANTED TO DRINK AND HE TOLD HER SHE NEEDED TO SPEAK TO HIM IN ENGLISH. AS I'M STANDING THERE, HE WAS SAYING THAT SHE WAS NOT A GOOD FLT ATTENDANT AND THAT SHE SHOULDN'T BE DOING THIS JOB AND HE WAS GETTING LOUD. I TOLD HIM THAT HE SHOULDN'T SPEAK TO HER THAT WAY. HE TOLD ME HE WANTED MY NAME AND I TOLD HIM I WOULDN'T GIVE HIM MY NAME. I WENT AND TORE THE ADDRESS OUT OF THE MAGAZINE, IF HE HAD A COMPLAINT HE COULD WRITE ACR X, BUT I WOULD NOT GIVE HIM MY NAME.
Data retrieved from NASA's ASRS site as of July 2007 and automatically converted to unabbreviated mixed upper/lowercase text. This report is for informational purposes with no guarantee of accuracy. See NASA's ASRS site for official report.