Narrative:

I was working as number 5 in flight. During beverage and food service in economy class; passenger requested a chicken [meal]. I served it and mentioned how much was it. They replied back by saying they were supposed to be in rome flight; that they missed the flight and also was booked in business class. Customer mentioned that they already paid business class fare and since now is seated in economy class; I should not charge for the food. I politely ask for the full name and check my name list. Since the name was not on the list; I explained that I can't compliment a meal. Customer started to complain about how bad customer service is and will write me to the company if I charged for the food. I apologize for what happened in earlier flight but I did not have all the information and suggested that they can write feedback to the company online. Customer seems to be more agitated and refused to listen and continue verbal abuse to me; saying that will make a big case about this incident and make sure the social media get my name and the company will fire me. At this moment; I realize that the situation will escalate; so I decided to remove myself from the situation by saying 'please enjoy your wrap for now and we can have this conversation after the service' and proceed to the next row. Customer now demanded a cheese plate. I told her that I can't compliment for this; and explained even for upgraded customer I can only compliment 1 food item and 1 alcoholic beverage. Customer harassed me again with words; and when I turn away; that's when they grabbed my arm and yanked my sleeve. I told the customer not to touch me. They let go of me and said 'you are very rude. I am not done with you! I want my cheese plate!' they tried to grab me again on my arm but this time I managed to avoid her and I told the customer again for the second time; not to touch me. I proceed to serve the rest of the customers until the first service is finished and report this incident to my purser. I did not engage anymore for the rest of the flight and with the purser decision I swap and worked at the other aisle. I also report this incident to the captain. The captain decided to call for the customer service supervisor and the police. They documented this incident; no charges file against the passenger. Bruise found after I got back home; in the area where the passenger grabbed me.

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Original NASA ASRS Text

Title: Air Carrier Flight Attendant reported an issue with a passenger during meal service.

Narrative: I was working as number 5 in flight. During beverage and food service in Economy Class; passenger requested a chicken [meal]. I served it and mentioned how much was it. They replied back by saying they were supposed to be in Rome flight; that they missed the flight and also was booked in Business Class. Customer mentioned that they already paid Business Class fare and since now is seated in Economy Class; I should not charge for the food. I politely ask for the full name and check my name list. Since the name was not on the list; I explained that I can't compliment a meal. Customer started to complain about how bad Customer Service is and will write me to the company if I charged for the food. I apologize for what happened in earlier flight but I did not have all the information and suggested that they can write feedback to the company online. Customer seems to be more agitated and refused to listen and continue verbal abuse to me; saying that will make a big case about this incident and make sure the social media get my name and the company will fire me. At this moment; I realize that the situation will escalate; so I decided to remove myself from the situation by saying 'Please enjoy your wrap for now and we can have this conversation after the service' and proceed to the next row. Customer now demanded a cheese plate. I told her that I can't compliment for this; and explained even for upgraded customer I can only compliment 1 food item and 1 alcoholic beverage. Customer harassed me again with words; and when I turn away; that's when they grabbed my arm and yanked my sleeve. I told the customer not to touch me. They let go of me and said 'You are very rude. I am not done with you! I want my cheese plate!' They tried to grab me again on my arm but this time I managed to avoid her and I told the customer again for the second time; not to touch me. I proceed to serve the rest of the customers until the first service is finished and report this incident to my Purser. I did not engage anymore for the rest of the flight and with the Purser decision I swap and worked at the other aisle. I also report this incident to the Captain. The Captain decided to call for the Customer Service Supervisor and the Police. They documented this incident; no charges file against the passenger. Bruise found after I got back home; in the area where the passenger grabbed me.

Data retrieved from NASA's ASRS site 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.