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757 captain reported a passenger was not boarded due to misconduct prior to passenger boarding.
| Attributes | |
| ACN | 1661147 |
| Time | |
| Date | 201907 |
| Place | |
| Locale Reference | ZZZ.Airport |
| State Reference | US |
| Aircraft 1 | |
| Make Model Name | B757 Undifferentiated or Other Model |
| Operating Under FAR Part | Part 121 |
| Flight Phase | Parked |
| Flight Plan | IFR |
| Person 1 | |
| Function | Captain |
| Qualification | Flight Crew Air Transport Pilot (ATP) Flight Crew Multiengine Flight Crew Instrument |
| Experience | Flight Crew Last 90 Days 136.12 Flight Crew Total 1045.90 Flight Crew Type 319.38 |
| Events | |
| Anomaly | Deviation - Procedural Security Flight Deck / Cabin / Aircraft Event Passenger Misconduct |
Narrative:
During boarding a csr came down and informed me a passenger who was in a wheelchair was very agitated in the gate area. The agent explained the situation as: there was an availability issue with personnel to push the wheelchair passengers down the jetway. The agents were handling it the best they could; but there were delays. The passenger became argumentative and began filming the agents and refused to stop filming when asked. Also; the passenger stated she was going to film the whole flight. The agents asked her to stop filming and she refused and each time the agents tried to engage with her she was argumentative and non-compliant.I asked the agent if she needed a gsc (ground security coordinator) and she said one was already on the way. I instructed the agent that if the passenger was already being non-compliant in the boarding area not to board her until the gsc arrived and had conferred with me. The gsc arrived and stated they were not going to board the passenger. At this point; I called the fodm; per fom guidance. The fodm put me on hold and came back and stated that the gsc had made the call not to board. We departed.
Original NASA ASRS Text
Title: 757 Captain reported a passenger was not boarded due to misconduct prior to passenger boarding.
Narrative: During boarding a CSR came down and informed me a passenger who was in a wheelchair was very agitated in the gate area. The agent explained the situation as: There was an availability issue with personnel to push the wheelchair passengers down the jetway. The agents were handling it the best they could; but there were delays. The passenger became argumentative and began filming the agents and refused to stop filming when asked. Also; the passenger stated she was going to film the whole flight. The agents asked her to stop filming and she refused and each time the agents tried to engage with her she was argumentative and non-compliant.I asked the agent if she needed a GSC (Ground Security Coordinator) and she said one was already on the way. I instructed the agent that if the passenger was already being non-compliant in the boarding area not to board her until the GSC arrived and had conferred with me. The GSC arrived and stated they were not going to board the passenger. At this point; I called the FODM; per FOM guidance. The FODM put me on hold and came back and stated that the GSC had made the call not to board. We departed.
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.