B757 cabin attendants deal with passenger misconduct during en route cruise.

Attributes
ACN	568729
Time
Date	200212
Day	Wed
Local Time Of Day	1201 To 1800
Place
Locale Reference	atc facility : zny.artcc
State Reference	NY
Aircraft 1
Controlling Facilities	artcc : zny.artcc
Operator	common carrier : air carrier
Make Model Name	B757 Undifferentiated or Other Model
Operating Under FAR Part	Part 121
Flight Phase	cruise : level
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 : 51
ASRS Report	568729
Person 2
Affiliation	company : air carrier
Function	flight attendant : on duty
Events
Anomaly	cabin event : passenger misconduct non adherence : published procedure
Independent Detector	other flight crewa other flight crewb
Resolutory Action	none taken : anomaly accepted
Consequence	other
Supplementary
Problem Areas	Cabin Crew Human Performance Passenger Human Performance
Primary Problem	Passenger Human Performance

Narrative:

Passenger in seats received their drinks after takeoff. They had 4 each before we served them their trays. With dinner they had 4 or 5 glasses of red wine. After dinner they had warm cognac. Then they had 4 baileys and dewars on the rocks. They were quite loud, they woke up a passenger nearby. We moved him to another seat. We could hear them in the galley. Flight attendant #3 asked them to keep the noise level down and served more drinks. They got louder. Flight attendant #3 asked them again while serving them, then they got louder disturbing everybody. Flight attendant #3 asked to keep it down and informed them they were no longer going to have alcoholic beverages. They demanded to speak to me, the purser. They asked if I told her to cut them off and I said 'no, but I support her decision.' I informed them they were loud. They said they talk that way and no one is complaining. They started pointing at the other passenger. I said there are complaints and asked them if I could get them a noa alcoholic drink, they said no. One of the passenger came up to the galley, approached me and flight attendant #3. Begged for a drink. We said no. He told flight attendant #3 he didn't like me to put my arm up in my face. She said 'you're not getting another drink.' he turned around, picked up a small dewars mini. I reached up, took it out of his hand, and asked 'do you want a glass of H20?' he said yes, he sat down. They screamed for the remaining 1 hour, 'this airline sucks, this service sucks, we are going to write a letter.' I gave them the address. During landing, flight attendant #5, on approach, had to get up and tell them to buckle their seatbelts and keep the noise down. We were met by a local agent who said calling the police was useless. Passenger seated across from them said they were drunk when they got on. The agents in ewr boarded them, we did not pull tickets.

Original NASA ASRS Text

Title: B757 CABIN ATTENDANTS DEAL WITH PAX MISCONDUCT DURING ENRTE CRUISE.

Narrative: PAX IN SEATS RECEIVED THEIR DRINKS AFTER TKOF. THEY HAD 4 EACH BEFORE WE SERVED THEM THEIR TRAYS. WITH DINNER THEY HAD 4 OR 5 GLASSES OF RED WINE. AFTER DINNER THEY HAD WARM COGNAC. THEN THEY HAD 4 BAILEYS AND DEWARS ON THE ROCKS. THEY WERE QUITE LOUD, THEY WOKE UP A PAX NEARBY. WE MOVED HIM TO ANOTHER SEAT. WE COULD HEAR THEM IN THE GALLEY. FLT ATTENDANT #3 ASKED THEM TO KEEP THE NOISE LEVEL DOWN AND SERVED MORE DRINKS. THEY GOT LOUDER. FLT ATTENDANT #3 ASKED THEM AGAIN WHILE SERVING THEM, THEN THEY GOT LOUDER DISTURBING EVERYBODY. FLT ATTENDANT #3 ASKED TO KEEP IT DOWN AND INFORMED THEM THEY WERE NO LONGER GOING TO HAVE ALCOHOLIC BEVERAGES. THEY DEMANDED TO SPEAK TO ME, THE PURSER. THEY ASKED IF I TOLD HER TO CUT THEM OFF AND I SAID 'NO, BUT I SUPPORT HER DECISION.' I INFORMED THEM THEY WERE LOUD. THEY SAID THEY TALK THAT WAY AND NO ONE IS COMPLAINING. THEY STARTED POINTING AT THE OTHER PAX. I SAID THERE ARE COMPLAINTS AND ASKED THEM IF I COULD GET THEM A NOA ALCOHOLIC DRINK, THEY SAID NO. ONE OF THE PAX CAME UP TO THE GALLEY, APCHED ME AND FLT ATTENDANT #3. BEGGED FOR A DRINK. WE SAID NO. HE TOLD FLT ATTENDANT #3 HE DIDN'T LIKE ME TO PUT MY ARM UP IN MY FACE. SHE SAID 'YOU'RE NOT GETTING ANOTHER DRINK.' HE TURNED AROUND, PICKED UP A SMALL DEWARS MINI. I REACHED UP, TOOK IT OUT OF HIS HAND, AND ASKED 'DO YOU WANT A GLASS OF H20?' HE SAID YES, HE SAT DOWN. THEY SCREAMED FOR THE REMAINING 1 HR, 'THIS AIRLINE SUCKS, THIS SVC SUCKS, WE ARE GOING TO WRITE A LETTER.' I GAVE THEM THE ADDRESS. DURING LNDG, FLT ATTENDANT #5, ON APCH, HAD TO GET UP AND TELL THEM TO BUCKLE THEIR SEATBELTS AND KEEP THE NOISE DOWN. WE WERE MET BY A LCL AGENT WHO SAID CALLING THE POLICE WAS USELESS. PAX SEATED ACROSS FROM THEM SAID THEY WERE DRUNK WHEN THEY GOT ON. THE AGENTS IN EWR BOARDED THEM, WE DID NOT PULL TICKETS.

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.