|37000 Feet||Browse and search NASA's
Aviation Safety Reporting System
|Local Time Of Day||1201 To 1800|
|Locale Reference||atc facility : zdv.artcc|
|Controlling Facilities||artcc : zdv.artcc|
|Operator||common carrier : air carrier|
|Make Model Name||B767-300 and 300 ER|
|Operating Under FAR Part||Part 121|
|Flight Phase||cruise : level|
|Affiliation||company : air carrier|
|Function||flight attendant : on duty|
|Qualification||flight attendant : currently qualified|
flight attendant aircraft qualified on : 6
|Experience||flight attendant time airline total : 1.2|
flight attendant time total : 2.5
flight attendant time type : 40
|Affiliation||company : air carrier|
|Function||observation : passenger|
|Anomaly||cabin event : passenger misconduct|
non adherence : company policies
non adherence : published procedure
non adherence : far
|Independent Detector||other other : cab #1|
|Problem Areas||Cabin Crew Human Performance|
Passenger Human Performance
|Primary Problem||Passenger Human Performance|
It all started when I woke up mrs X for her special meal. Mr X was sitting in the row behind her and got upset when I woke mrs X from her sleep. I apologized and told him I was just giving her the special meal that she had put in a request for. Later on after the meal service, mr X brought his son to use the lavatory. When he came out, he sat on the runway 4R jump seat. I was sitting on the 4RC jump seat, so I turned to passenger X and told him he was not allowed to situation in a flight attendant jump seat. He ignored me and so I told him once again. He got upset with me once again and asked me why did I wake his wife up when she was sleeping. I realized he was still upset from the incident that occurred earlier. I explained why and he got up and yelled at me to 'get up.' I turned to him and explained to him that he should speak to me in a more respectful way and I was not a child. If he wanted to get by, he should ask in the 'proper way.' he told me I 'needed to show him respect.' he said excuse me, and so I got up to let him get by me. He then got in my face, shouting at me that I am rude and disrespectful and he wanted my name. I told him I could not give him my name, so he told me he would get it from the captain. Passenger X was verbally abusive and did not know how to control his temper. He was rude throughout the entire flight and also offended some of the other crew members. I reported the incident to the #1 flight attendant. I figured passenger X could have put in a request to have his wife undisturbed while she slept and we would have been happy to comply with his wishes.
Original NASA ASRS Text
Title: CABIN ATTENDANT RPT, B767-300, LAX-JFK. CABIN ATTENDANT WOKE WOMAN UP TO SERVE SPECIAL MEAL. HUSBAND IRATE, SAT IN CABIN ATTENDANT'S JUMP SEAT. FAR VIOLATION. THREATENED CABIN ATTENDANT.
Narrative: IT ALL STARTED WHEN I WOKE UP MRS X FOR HER SPECIAL MEAL. MR X WAS SITTING IN THE ROW BEHIND HER AND GOT UPSET WHEN I WOKE MRS X FROM HER SLEEP. I APOLOGIZED AND TOLD HIM I WAS JUST GIVING HER THE SPECIAL MEAL THAT SHE HAD PUT IN A REQUEST FOR. LATER ON AFTER THE MEAL SVC, MR X BROUGHT HIS SON TO USE THE LAVATORY. WHEN HE CAME OUT, HE SAT ON THE RWY 4R JUMP SEAT. I WAS SITTING ON THE 4RC JUMP SEAT, SO I TURNED TO PAX X AND TOLD HIM HE WAS NOT ALLOWED TO SIT IN A FLT ATTENDANT JUMP SEAT. HE IGNORED ME AND SO I TOLD HIM ONCE AGAIN. HE GOT UPSET WITH ME ONCE AGAIN AND ASKED ME WHY DID I WAKE HIS WIFE UP WHEN SHE WAS SLEEPING. I REALIZED HE WAS STILL UPSET FROM THE INCIDENT THAT OCCURRED EARLIER. I EXPLAINED WHY AND HE GOT UP AND YELLED AT ME TO 'GET UP.' I TURNED TO HIM AND EXPLAINED TO HIM THAT HE SHOULD SPEAK TO ME IN A MORE RESPECTFUL WAY AND I WAS NOT A CHILD. IF HE WANTED TO GET BY, HE SHOULD ASK IN THE 'PROPER WAY.' HE TOLD ME I 'NEEDED TO SHOW HIM RESPECT.' HE SAID EXCUSE ME, AND SO I GOT UP TO LET HIM GET BY ME. HE THEN GOT IN MY FACE, SHOUTING AT ME THAT I AM RUDE AND DISRESPECTFUL AND HE WANTED MY NAME. I TOLD HIM I COULD NOT GIVE HIM MY NAME, SO HE TOLD ME HE WOULD GET IT FROM THE CAPT. PAX X WAS VERBALLY ABUSIVE AND DID NOT KNOW HOW TO CTL HIS TEMPER. HE WAS RUDE THROUGHOUT THE ENTIRE FLT AND ALSO OFFENDED SOME OF THE OTHER CREW MEMBERS. I RPTED THE INCIDENT TO THE #1 FLT ATTENDANT. I FIGURED PAX X COULD HAVE PUT IN A REQUEST TO HAVE HIS WIFE UNDISTURBED WHILE SHE SLEPT AND WE WOULD HAVE BEEN HAPPY TO COMPLY WITH HIS WISHES.
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.