|37000 Feet||Browse and search NASA's
Aviation Safety Reporting System
|Local Time Of Day||0001 To 0600|
|Locale Reference||atc facility : zzz.artcc|
|Controlling Facilities||artcc : zzz.artcc|
|Operator||common carrier : air carrier|
|Make Model Name||B767 Undifferentiated or Other Model|
|Operating Under FAR Part||Part 121|
|Flight Phase||cruise : level|
|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 : 17|
flight attendant time total : 17
flight attendant time type : 100
|Affiliation||company : air carrier|
|Function||flight crew : captain|
oversight : pic
|Anomaly||cabin event : passenger misconduct|
non adherence : company policies
non adherence : far
|Independent Detector||other other : 1|
|Resolutory Action||none taken : anomaly accepted|
|Problem Areas||Passenger Human Performance|
|Primary Problem||Passenger Human Performance|
Passenger drank 5 glasses of chardonnay. She became friendly and inquisitive. She asked 3 separate flight attendants at different times, where we took our breaks, how long we had for crew rest, where we laid over, how long we had odl, etc. #9, #7, and #4 flight attendants all came to me to let me know of her queries. I notified captain. He agreed I should check her interest and get back to him. My crew had just spoken to her, so I knew she was not fully asleep, but her eyes were closed. I knelt down to talk to her quietly. I said, after 09/11, I hoped she could understand my concern over her numerous questions to 3 separate crewmembers. I informed her that our captain was concerned as well. She was furious and said I was rude and thoughtless. She demanded my name. I gave her my card and let her know we were still concerned over her zealous curiosity of our habits. I returned to first class after she told me she was a platinum passenger and was going to write a letter. While I was in first class doing my paperwork with #7 flight attendant, the passenger came storming up from the rear to first class. She was writing my name. I told her I gave her my card with my employee number. She said they were not the same. I said they were. Captain was observing incident. She proceeded again to tell me I was rude. I said, again, after 9-11 everyone is concerned for safety and security. She said, 'let me talk.' I stopped and looked at her. Then, she stopped and told me to say something. I asked her if she wanted me to talk or to listen. She smiled and said I was very smug. I said I had other duties to complete and she was violating security again by crossing cabins. She stood there, but eventually returned to her seat. Captain asked me if I wanted him to talk to her. I thanked him, but said I was hoping to diffuse without further incident.
Original NASA ASRS Text
Title: A B-767 FLT ATTENDANT IN CHARGE RPTED THAT A FEMALE PAX WAS MAKING SUSPICIOUS INQUIRIES REGARDING THE CABIN ATTENDANTS' WORK AND REST ROUTINES.
Narrative: PAX DRANK 5 GLASSES OF CHARDONNAY. SHE BECAME FRIENDLY AND INQUISITIVE. SHE ASKED 3 SEPARATE FLT ATTENDANTS AT DIFFERENT TIMES, WHERE WE TOOK OUR BREAKS, HOW LONG WE HAD FOR CREW REST, WHERE WE LAID OVER, HOW LONG WE HAD ODL, ETC. #9, #7, AND #4 FLT ATTENDANTS ALL CAME TO ME TO LET ME KNOW OF HER QUERIES. I NOTIFIED CAPT. HE AGREED I SHOULD CHK HER INTEREST AND GET BACK TO HIM. MY CREW HAD JUST SPOKEN TO HER, SO I KNEW SHE WAS NOT FULLY ASLEEP, BUT HER EYES WERE CLOSED. I KNELT DOWN TO TALK TO HER QUIETLY. I SAID, AFTER 09/11, I HOPED SHE COULD UNDERSTAND MY CONCERN OVER HER NUMEROUS QUESTIONS TO 3 SEPARATE CREWMEMBERS. I INFORMED HER THAT OUR CAPT WAS CONCERNED AS WELL. SHE WAS FURIOUS AND SAID I WAS RUDE AND THOUGHTLESS. SHE DEMANDED MY NAME. I GAVE HER MY CARD AND LET HER KNOW WE WERE STILL CONCERNED OVER HER ZEALOUS CURIOSITY OF OUR HABITS. I RETURNED TO FIRST CLASS AFTER SHE TOLD ME SHE WAS A PLATINUM PAX AND WAS GOING TO WRITE A LTR. WHILE I WAS IN FIRST CLASS DOING MY PAPERWORK WITH #7 FLT ATTENDANT, THE PAX CAME STORMING UP FROM THE REAR TO FIRST CLASS. SHE WAS WRITING MY NAME. I TOLD HER I GAVE HER MY CARD WITH MY EMPLOYEE NUMBER. SHE SAID THEY WERE NOT THE SAME. I SAID THEY WERE. CAPT WAS OBSERVING INCIDENT. SHE PROCEEDED AGAIN TO TELL ME I WAS RUDE. I SAID, AGAIN, AFTER 9-11 EVERYONE IS CONCERNED FOR SAFETY AND SECURITY. SHE SAID, 'LET ME TALK.' I STOPPED AND LOOKED AT HER. THEN, SHE STOPPED AND TOLD ME TO SAY SOMETHING. I ASKED HER IF SHE WANTED ME TO TALK OR TO LISTEN. SHE SMILED AND SAID I WAS VERY SMUG. I SAID I HAD OTHER DUTIES TO COMPLETE AND SHE WAS VIOLATING SECURITY AGAIN BY XING CABINS. SHE STOOD THERE, BUT EVENTUALLY RETURNED TO HER SEAT. CAPT ASKED ME IF I WANTED HIM TO TALK TO HER. I THANKED HIM, BUT SAID I WAS HOPING TO DIFFUSE WITHOUT FURTHER INCIDENT.
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.