|37000 Feet||Browse and search NASA's
Aviation Safety Reporting System
|Local Time Of Day||1201 To 1800|
|Locale Reference||airport : ord.airport|
|Altitude||agl single value : 0|
|Operator||common carrier : air carrier|
|Make Model Name||B767 Undifferentiated or Other Model|
|Flight Phase||ground : preflight|
ground : parked
|Affiliation||company : air carrier|
|Function||flight attendant : on duty|
|Qualification||flight attendant : currently qualified|
|Experience||flight attendant time airline total : 8.5|
flight attendant time total : 8.5
|Anomaly||cabin event : passenger misconduct|
non adherence : far
non adherence : company policies
|Resolutory Action||none taken : anomaly accepted|
|Problem Areas||Cabin Crew Human Performance|
Flight Crew Human Performance
Passenger Human Performance
|Primary Problem||Passenger Human Performance|
Passenger and wife with 2 kids, at announcement of boarding, became very verbally abusive to me. They were very upset and threatened me. I spoke with agent, captain, flight attendant #2, and first officer. Operational manager spoke with enraged passengers, who told them they could be removed from the flight. Passenger remained calm but severely agitated at me during flight. I feel that, because I was threatened, yelled at, and was verbally abused prior to passenger even entering the jet bridge, that these passenger should have been pulled off the flight. They were disruptive with the boarding process and, once on the airplane, their hostility prevented me from doing my duties on the aircraft for a 3 1/2 hour flight. The captain refused them alcohol. I couldn't have contact with them, but my jumpseat was right behind them. Therefore in an emergency there was absolutely no guarantee that I could be assured a smooth evacuation and cooperation.
Original NASA ASRS Text
Title: A B767 FLT ATTENDANT RPTED THAT AN ABUSIVE FAMILY WAS NOT REMOVED BEFORE THE FLT FROM ORD DEPARTED, CAUSING CONCERN THAT THEY WOULD NOT HAVE LISTENED TO HER IN AN EMER.
Narrative: PAX AND WIFE WITH 2 KIDS, AT ANNOUNCEMENT OF BOARDING, BECAME VERY VERBALLY ABUSIVE TO ME. THEY WERE VERY UPSET AND THREATENED ME. I SPOKE WITH AGENT, CAPT, FLT ATTENDANT #2, AND FO. OPERATIONAL MANAGER SPOKE WITH ENRAGED PAXS, WHO TOLD THEM THEY COULD BE REMOVED FROM THE FLT. PAX REMAINED CALM BUT SEVERELY AGITATED AT ME DURING FLT. I FEEL THAT, BECAUSE I WAS THREATENED, YELLED AT, AND WAS VERBALLY ABUSED PRIOR TO PAX EVEN ENTERING THE JET BRIDGE, THAT THESE PAX SHOULD HAVE BEEN PULLED OFF THE FLT. THEY WERE DISRUPTIVE WITH THE BOARDING PROCESS AND, ONCE ON THE AIRPLANE, THEIR HOSTILITY PREVENTED ME FROM DOING MY DUTIES ON THE ACFT FOR A 3 1/2 HR FLT. THE CAPT REFUSED THEM ALCOHOL. I COULDN'T HAVE CONTACT WITH THEM, BUT MY JUMPSEAT WAS RIGHT BEHIND THEM. THEREFORE IN AN EMER THERE WAS ABSOLUTELY NO GUARANTEE THAT I COULD BE ASSURED A SMOOTH EVACUATION AND COOPERATION.
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.