Narrative:

The captain and lead flight attendant were both coordinating how to appropriately accommodate a quadriplegic passenger that expected to need assistance being changed during the course of the flight. That issue was worked out uneventfully; but required a significant amount of coordination. This included the physical presence of the in-flight station manager; the csr (customer service representative) supervisor; and the csr station manager. (I think this is who was present; they never presented themselves in the cockpit.)while the captain was on the phone with the [operations manager] regarding the care of the disabled passenger; [flight attendant] came into the cockpit to report that she had just been verbally assaulted by a passenger calling her an [expletive] after chasing her down the aircraft aisle over a baggage issue. [The passenger] also supposedly shook his finger in her face while calling her that. [Another flight attendant] was right behind the passenger when this occurred. I will not include any further details in that regard since I wasn't present and didn't witness it myself. I can say; however; that [the flight attendant] was visibly stressed to the point of shaking and expressed that she was not comfortable flying with [this passenger] on the plane. To me this was a clear threat due to the verbal language and physical behavior of the passenger. We did not request any additional presence at the aircraft due to the fact that as far as we knew everyone required was already present.the reason I marked all of the communication issues [is] that at no point during either of these issues did any of the management or csr representatives at the aircraft attempt to communicate with the captain. The in-flight supervisor is the one exception; but that was not until it got to the point of removing either the two flight attendants who had witnessed the incident and were not comfortable flying with that passenger; or the passenger himself. We did have two cockpit jumpseaters; which presented a physical challenge to communication with the captain. Eventually; the captain elected to remove the passenger and the whole plane was deplaned in accordance with company policy.

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Original NASA ASRS Text

Title: A320 First Officer reported that one of the flight attendants encountered an unruly passenger during boarding that resulted in the passenger being removed.

Narrative: The Captain and Lead Flight Attendant were both coordinating how to appropriately accommodate a quadriplegic passenger that expected to need assistance being changed during the course of the flight. That issue was worked out uneventfully; but required a significant amount of coordination. This included the physical presence of the In-Flight station manager; the CSR (Customer Service Representative) supervisor; and the CSR station manager. (I think this is who was present; they never presented themselves in the cockpit.)While the Captain was on the phone with the [operations manager] regarding the care of the disabled passenger; [Flight Attendant] came into the cockpit to report that she had just been verbally assaulted by a passenger calling her an [expletive] after chasing her down the aircraft aisle over a baggage issue. [The passenger] also supposedly shook his finger in her face while calling her that. [Another Flight Attendant] was right behind the passenger when this occurred. I will not include any further details in that regard since I wasn't present and didn't witness it myself. I can say; however; that [the Flight Attendant] was visibly stressed to the point of shaking and expressed that she was not comfortable flying with [this passenger] on the plane. To me this was a clear threat due to the verbal language and physical behavior of the passenger. We did not request any additional presence at the aircraft due to the fact that as far as we knew everyone required was already present.The reason I marked all of the communication issues [is] that at no point during either of these issues did any of the management or CSR representatives at the aircraft attempt to communicate with the Captain. The In-Flight supervisor is the one exception; but that was not until it got to the point of removing either the two flight attendants who had witnessed the incident and were not comfortable flying with that passenger; or the passenger himself. We did have two cockpit jumpseaters; which presented a physical challenge to communication with the Captain. Eventually; the Captain elected to remove the passenger and the whole plane was deplaned in accordance with company policy.

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.