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B757-200 purser flight attendant had an encounter with a passenger and his wife who were belligerent and causing problems.
| Attributes | |
| ACN | 573212 |
| Time | |
| Date | 200301 |
| Day | Sun |
| Local Time Of Day | 1201 To 1800 |
| Place | |
| Locale Reference | airport : tncm.airport |
| State Reference | FO |
| Environment | |
| Flight Conditions | VMC |
| Weather Elements | Turbulence |
| Light | Daylight |
| Aircraft 1 | |
| 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 oversight : flight attendant in charge |
| Qualification | flight attendant : currently qualified flight attendant aircraft qualified on : 6 |
| Experience | flight attendant time airline total : 10 flight attendant time total : 10 flight attendant time type : 30 |
| ASRS Report | 573212 |
| Person 2 | |
| Affiliation | other |
| Function | observation : passenger |
| Events | |
| Anomaly | cabin event : passenger misconduct non adherence : company policies other anomaly other |
| Independent Detector | other other : 1-5 |
| Resolutory Action | other |
| Consequence | other |
| Supplementary | |
| Problem Areas | Company Passenger Human Performance |
| Primary Problem | Passenger Human Performance |
Narrative:
Passenger asked to see purser for food vouchers which are not on board. I explained this to mr X. He accused me of being condescending and an anti-semite, and started to raise his voice. I tried to calm him. Ms X started to yell at me. Then they said I was assaulting him because while I was writing, I gestured my hands, as many people do when explaining (ie, I talk with my hands as a trained motivational speaker). Then she yelled at me, so I tried to calm her down. He yelled at me some more, then she started to say if I didn't leave she would scream and charge the cockpit. They also fought with agents and tsa for 45 mins, according to other passenger. The captain decided we would speak to them on the ground along with corporate security, where they continued to not cooperate. Ms X said she didn't know that you cannot pound on the cockpit door. I feel this woman is a danger to other passenger and should be dealt with to the fullest extent of the law.
Original NASA ASRS Text
Title: B757-200 PURSER FLT ATTENDANT HAD AN ENCOUNTER WITH A PAX AND HIS WIFE WHO WERE BELLIGERENT AND CAUSING PROBS.
Narrative: PAX ASKED TO SEE PURSER FOR FOOD VOUCHERS WHICH ARE NOT ON BOARD. I EXPLAINED THIS TO MR X. HE ACCUSED ME OF BEING CONDESCENDING AND AN ANTI-SEMITE, AND STARTED TO RAISE HIS VOICE. I TRIED TO CALM HIM. MS X STARTED TO YELL AT ME. THEN THEY SAID I WAS ASSAULTING HIM BECAUSE WHILE I WAS WRITING, I GESTURED MY HANDS, AS MANY PEOPLE DO WHEN EXPLAINING (IE, I TALK WITH MY HANDS AS A TRAINED MOTIVATIONAL SPEAKER). THEN SHE YELLED AT ME, SO I TRIED TO CALM HER DOWN. HE YELLED AT ME SOME MORE, THEN SHE STARTED TO SAY IF I DIDN'T LEAVE SHE WOULD SCREAM AND CHARGE THE COCKPIT. THEY ALSO FOUGHT WITH AGENTS AND TSA FOR 45 MINS, ACCORDING TO OTHER PAX. THE CAPT DECIDED WE WOULD SPEAK TO THEM ON THE GND ALONG WITH CORPORATE SECURITY, WHERE THEY CONTINUED TO NOT COOPERATE. MS X SAID SHE DIDN'T KNOW THAT YOU CANNOT POUND ON THE COCKPIT DOOR. I FEEL THIS WOMAN IS A DANGER TO OTHER PAX AND SHOULD BE DEALT WITH TO THE FULLEST EXTENT OF THE LAW.
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.