|37000 Feet||Browse and search NASA's
Aviation Safety Reporting System
|Local Time Of Day||0601 To 1200|
|Locale Reference||airport : zzz.airport|
|Controlling Facilities||artcc : zzz.artcc|
|Operator||common carrier : air carrier|
|Make Model Name||B757 Undifferentiated or Other Model|
|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 : 6|
flight attendant time total : 6
flight attendant time type : 30
|Affiliation||company : air carrier|
|Function||flight crew : captain|
oversight : pic
|Anomaly||cabin event : passenger misconduct|
|Independent Detector||other other : 1|
|Consequence||faa : investigated|
|Problem Areas||Passenger Human Performance|
|Primary Problem||Passenger Human Performance|
During the converging beverage service from the aft beverage cart, I was approached from behind by passenger. As I turned around with a cup of coffee in hand, I asked passenger to step back. He told me he had to pass the cart. I told him he must first step back so I wouldn't spill the coffee. He refused, insisting he must pass the cart. Several passenger translated that he must step back. They in turn informed me he had to use the restroom. I told him he must first step back. He became very angry and raised his hands over his head. At this point, I told him to return to his seat. Again passenger translated for me. This is when he pushed me aside and tried to pass. I then raised my voice along with passenger asking him to situation down. Passenger began turning around. He then returned to his seat. Flight attendant #2 asked me if I were ok and she then informed the purser, who called the captain who made a PA telling passenger that he was to remain seated, and that touching a flight attendant was not to be tolerated. The police met the flight, spoke with passenger and his wife and then he left the gate area, not thinking he had done anything wrong or that he should apologize.
Original NASA ASRS Text
Title: B757 PAX BECAME ANGRY TOWARD CABIN ATTENDANT WHEN TRYING TO PASS CABIN ATTENDANT AND SVC CART FOR THE RESTROOM. OTHER PAX HELPED TRANSLATE CABIN INSTRUCTION FOR PAX TO RETURN TO SEAT UNTIL AISLE CLRED FOR HIS PASSAGE.
Narrative: DURING THE CONVERGING BEVERAGE SVC FROM THE AFT BEVERAGE CART, I WAS APCHED FROM BEHIND BY PAX. AS I TURNED AROUND WITH A CUP OF COFFEE IN HAND, I ASKED PAX TO STEP BACK. HE TOLD ME HE HAD TO PASS THE CART. I TOLD HIM HE MUST FIRST STEP BACK SO I WOULDN'T SPILL THE COFFEE. HE REFUSED, INSISTING HE MUST PASS THE CART. SEVERAL PAX TRANSLATED THAT HE MUST STEP BACK. THEY IN TURN INFORMED ME HE HAD TO USE THE RESTROOM. I TOLD HIM HE MUST FIRST STEP BACK. HE BECAME VERY ANGRY AND RAISED HIS HANDS OVER HIS HEAD. AT THIS POINT, I TOLD HIM TO RETURN TO HIS SEAT. AGAIN PAX TRANSLATED FOR ME. THIS IS WHEN HE PUSHED ME ASIDE AND TRIED TO PASS. I THEN RAISED MY VOICE ALONG WITH PAX ASKING HIM TO SIT DOWN. PAX BEGAN TURNING AROUND. HE THEN RETURNED TO HIS SEAT. FLT ATTENDANT #2 ASKED ME IF I WERE OK AND SHE THEN INFORMED THE PURSER, WHO CALLED THE CAPT WHO MADE A PA TELLING PAX THAT HE WAS TO REMAIN SEATED, AND THAT TOUCHING A FLT ATTENDANT WAS NOT TO BE TOLERATED. THE POLICE MET THE FLT, SPOKE WITH PAX AND HIS WIFE AND THEN HE LEFT THE GATE AREA, NOT THINKING HE HAD DONE ANYTHING WRONG OR THAT HE SHOULD APOLOGIZE.
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.