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Flight attendant report, B767-300, mia-lax, boarding process, verbally abusive passenger removed from flight by captain.
| Attributes | |
| ACN | 450332 |
| Time | |
| Date | 199909 |
| Day | Mon |
| Local Time Of Day | 1801 To 2400 |
| Place | |
| Locale Reference | airport : mia.airport |
| State Reference | FL |
| Altitude | agl single value : 0 |
| Environment | |
| Light | Night |
| Aircraft 1 | |
| Operator | common carrier : air carrier |
| Make Model Name | B767-300 and 300 ER |
| Operating Under FAR Part | Part 121 |
| Flight Phase | ground : parked ground : preflight |
| 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 : 13 flight attendant time total : 13 flight attendant time type : 60 |
| ASRS Report | 450332 |
| Person 2 | |
| Affiliation | company : air carrier |
| Function | flight attendant : on duty |
| Qualification | flight attendant : currently qualified flight attendant aircraft qualified on : 4 |
| Experience | flight attendant time airline total : 13 flight attendant time total : 13 flight attendant time type : 95 |
| ASRS Report | 450563 |
| Events | |
| Anomaly | cabin event : passenger misconduct non adherence : far non adherence : company policies |
| Independent Detector | other other : 1 |
| Resolutory Action | other |
| Consequence | other |
| Supplementary | |
| Problem Areas | Company Passenger Human Performance |
| Primary Problem | Passenger Human Performance |
Narrative:
Passenger was verbally abusive and intimidating during boarding. He was confrontational and aggressive while I pulled his ticket. This threatening and intimidating manner continued for several mins, and led to the complete disruption of the boarding process. The passenger's brother, who was already on the airplane, saw the disturbance at the forward entry door and came up to defend his brother. Now I had 2 aggressive passenger in my face. The captain came out of the cockpit and removed both passenger at his discretion.
Original NASA ASRS Text
Title: FLT ATTENDANT RPT, B767-300, MIA-LAX, BOARDING PROCESS, VERBALLY ABUSIVE PAX REMOVED FROM FLT BY CAPT.
Narrative: PAX WAS VERBALLY ABUSIVE AND INTIMIDATING DURING BOARDING. HE WAS CONFRONTATIONAL AND AGGRESSIVE WHILE I PULLED HIS TICKET. THIS THREATENING AND INTIMIDATING MANNER CONTINUED FOR SEVERAL MINS, AND LED TO THE COMPLETE DISRUPTION OF THE BOARDING PROCESS. THE PAX'S BROTHER, WHO WAS ALREADY ON THE AIRPLANE, SAW THE DISTURBANCE AT THE FORWARD ENTRY DOOR AND CAME UP TO DEFEND HIS BROTHER. NOW I HAD 2 AGGRESSIVE PAX IN MY FACE. THE CAPT CAME OUT OF THE COCKPIT AND REMOVED BOTH PAX AT HIS DISCRETION.
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.