Flight attendant report on verbally abusive passenger boarding B757 mia-dca.

Attributes
ACN	436703
Time
Date	199904
Day	Sat
Local Time Of Day	1801 To 2400
Place
Locale Reference	airport : mia.airport
State Reference	FL
Environment
Light	Night
Aircraft 1
Operator	common carrier : air carrier
Make Model Name	B757 Undifferentiated or Other Model
Operating Under FAR Part	Part 121
Flight Phase	ground : preflight ground : parked
Flight Plan	IFR
Person 1
Affiliation	company : air carrier
Function	flight attendant : on duty
Qualification	flight attendant : currently qualified flight attendant aircraft qualified on : 5
Experience	flight attendant time airline total : 1 flight attendant time total : 1
ASRS Report	436703
Person 2
Affiliation	company : air carrier
Function	observation : passenger
Events
Anomaly	cabin event : passenger misconduct non adherence : company policies
Independent Detector	other other : #3
Resolutory Action	other
Consequence	other
Supplementary
Problem Areas	Company
Primary Problem	Company

Narrative:

I was in first class when the agent told flight attendants #1 and #3 and myself (#4) of an upset passenger who wanted an upgrade and that she did not like his attitude. As the passenger boarded I was in main cabin helping other passenger to find their seats and store their carry-ONS. I helped him and his wife finding their seats (separate seats) and he asked me if I could find him 2 seats close together in the very aft of the plane. I took them to row xx or xy. Immediately he requested the name of the manager in charge of that gate. I told him I did not know, but would try to find out. I also told him there was an address to which he could write in the airline magazine. Not succeeding in getting the name requested, I proceeded to find the address for him and told him that I would do anything possible to make his flight enjoyable, so he would not be upset. He said he had a rough day and agents from one gate to the other had not been helpful and he had received the worst customer service. I told him I was sorry for all the inconveniences he had and he smiled again. He was very nice to me during the whole flight. However, flight attendants in first class told me he had gone to first class jamming the overhead bins and interrupting their service. I was not aware of that.

Original NASA ASRS Text

Title: FLT ATTENDANT RPT ON VERBALLY ABUSIVE PAX BOARDING B757 MIA-DCA.

Narrative: I WAS IN FIRST CLASS WHEN THE AGENT TOLD FLT ATTENDANTS #1 AND #3 AND MYSELF (#4) OF AN UPSET PAX WHO WANTED AN UPGRADE AND THAT SHE DID NOT LIKE HIS ATTITUDE. AS THE PAX BOARDED I WAS IN MAIN CABIN HELPING OTHER PAX TO FIND THEIR SEATS AND STORE THEIR CARRY-ONS. I HELPED HIM AND HIS WIFE FINDING THEIR SEATS (SEPARATE SEATS) AND HE ASKED ME IF I COULD FIND HIM 2 SEATS CLOSE TOGETHER IN THE VERY AFT OF THE PLANE. I TOOK THEM TO ROW XX OR XY. IMMEDIATELY HE REQUESTED THE NAME OF THE MGR IN CHARGE OF THAT GATE. I TOLD HIM I DID NOT KNOW, BUT WOULD TRY TO FIND OUT. I ALSO TOLD HIM THERE WAS AN ADDRESS TO WHICH HE COULD WRITE IN THE AIRLINE MAGAZINE. NOT SUCCEEDING IN GETTING THE NAME REQUESTED, I PROCEEDED TO FIND THE ADDRESS FOR HIM AND TOLD HIM THAT I WOULD DO ANYTHING POSSIBLE TO MAKE HIS FLT ENJOYABLE, SO HE WOULD NOT BE UPSET. HE SAID HE HAD A ROUGH DAY AND AGENTS FROM ONE GATE TO THE OTHER HAD NOT BEEN HELPFUL AND HE HAD RECEIVED THE WORST CUSTOMER SVC. I TOLD HIM I WAS SORRY FOR ALL THE INCONVENIENCES HE HAD AND HE SMILED AGAIN. HE WAS VERY NICE TO ME DURING THE WHOLE FLT. HOWEVER, FLT ATTENDANTS IN FIRST CLASS TOLD ME HE HAD GONE TO FIRST CLASS JAMMING THE OVERHEAD BINS AND INTERRUPTING THEIR SVC. I WAS NOT AWARE OF THAT.

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.