Narrative:

A passenger was reported drunk. She was boarded. I wanted to speak to the passenger before door closed. When the passenger was not in assigned seat, we looked for her and found her in business class. At that time, I decided it may not be to anyone's advantage for her to fly on flight abc that night, due to the possibility that the passenger could become irate when she was refused to be served alcohol. Supplemental information from acn 445266: I did talk to one of the flight coordinators who asked me if I thought the passenger should be removed from the flight. I suggested they remove passenger because of our new guidelines -- one of which is to remove any passenger who appears to be intoxicated. Callback conversation with reporter revealed the following information: although the reporter only glimpsed at the woman, because she was working in the galley, she believed that the agents boarded her, when they should have observed her intoxication, and denied her boarding. The purser decided to have her removed, and the reporter was then questioned by a customer service manager as to her opinion of the woman in question. The reporter then told the manager that it was the obvious decision, because of the new policies that the airline started enforcing. The customer service manager seemed unaware of the policy, or that the flcs would so vigorously enforce them.

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Original NASA ASRS Text

Title: MULTIPLE FLT ATTENDANT RPT, B767, BOS-LHR, INTOXICATED WOMAN REMOVED ON BOARDING BY PURSER.

Narrative: A PAX WAS RPTED DRUNK. SHE WAS BOARDED. I WANTED TO SPEAK TO THE PAX BEFORE DOOR CLOSED. WHEN THE PAX WAS NOT IN ASSIGNED SEAT, WE LOOKED FOR HER AND FOUND HER IN BUSINESS CLASS. AT THAT TIME, I DECIDED IT MAY NOT BE TO ANYONE'S ADVANTAGE FOR HER TO FLY ON FLT ABC THAT NIGHT, DUE TO THE POSSIBILITY THAT THE PAX COULD BECOME IRATE WHEN SHE WAS REFUSED TO BE SERVED ALCOHOL. SUPPLEMENTAL INFO FROM ACN 445266: I DID TALK TO ONE OF THE FLT COORDINATORS WHO ASKED ME IF I THOUGHT THE PAX SHOULD BE REMOVED FROM THE FLT. I SUGGESTED THEY REMOVE PAX BECAUSE OF OUR NEW GUIDELINES -- ONE OF WHICH IS TO REMOVE ANY PAX WHO APPEARS TO BE INTOXICATED. CALLBACK CONVERSATION WITH RPTR REVEALED THE FOLLOWING INFO: ALTHOUGH THE RPTR ONLY GLIMPSED AT THE WOMAN, BECAUSE SHE WAS WORKING IN THE GALLEY, SHE BELIEVED THAT THE AGENTS BOARDED HER, WHEN THEY SHOULD HAVE OBSERVED HER INTOXICATION, AND DENIED HER BOARDING. THE PURSER DECIDED TO HAVE HER REMOVED, AND THE RPTR WAS THEN QUESTIONED BY A CUSTOMER SVC MGR AS TO HER OPINION OF THE WOMAN IN QUESTION. THE RPTR THEN TOLD THE MGR THAT IT WAS THE OBVIOUS DECISION, BECAUSE OF THE NEW POLICIES THAT THE AIRLINE STARTED ENFORCING. THE CUSTOMER SVC MGR SEEMED UNAWARE OF THE POLICY, OR THAT THE FLCS WOULD SO VIGOROUSLY ENFORCE THEM.

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.