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Air carrier pilot reported flight attendants excellently handled a passenger misconduct event during pushback.
| Attributes | |
| ACN | 1765801 |
| Time | |
| Date | 202010 |
| Local Time Of Day | 1201-1800 |
| Place | |
| Locale Reference | ZZZ.Airport |
| State Reference | US |
| Aircraft 1 | |
| Make Model Name | Commercial Fixed Wing |
| Operating Under FAR Part | Part 121 |
| Flight Phase | Taxi |
| Flight Plan | IFR |
| Person 1 | |
| Function | Pilot Flying |
| Qualification | Flight Crew Instrument Flight Crew Multiengine |
| Events | |
| Anomaly | Deviation - Procedural Published Material / Policy Flight Deck / Cabin / Aircraft Event Passenger Misconduct |
Narrative:
Gate return. Pushed off the gate; started the engines when we got a call from the back that we needed to return to the gate because of an irate passenger. As we were coordinating the gate return received a second call that we needed to return. Shortly after that received a third call that we needed to return and at this point [contacted] operations. As we coordinated with operations; ramp and ground for the return flight attendant X and the other flight attendants did an amazing job getting the situation under control. By the time we got back to the gate flight attendant X said the situation was under control. I checked with the flight attendants to make sure they were okay with the situation and they said they were. Apparently we had 2 passengers sitting next to each other who got into an argument. When flight attendant X went back to see what was happening one of the passengers started verbally abusing her. She did an amazing job getting them calmed down; but while that was happening another passenger refused to wear his mask; and another flight attendant was dealing with that. I can't say enough about how well flight attendant X and the others handled the situation. In fact; as passengers were deplaning in ZZZ1 I overheard a number of passengers express what a good job they had done. Many folks seem to have a short fuse; all the ugliness happening around the country; wearing masks...lots of grumpy people confined in a small aluminum tube.
Original NASA ASRS Text
Title: Air carrier pilot reported flight attendants excellently handled a passenger misconduct event during pushback.
Narrative: Gate return. Pushed off the gate; started the engines when we got a call from the back that we needed to return to the gate because of an irate passenger. As we were coordinating the gate return received a second call that we needed to return. Shortly after that received a third call that we needed to return and at this point [contacted] Operations. As we coordinated with Operations; Ramp and Ground for the return Flight Attendant X and the other flight attendants did an amazing job getting the situation under control. By the time we got back to the gate Flight Attendant X said the situation was under control. I checked with the flight attendants to make sure they were okay with the situation and they said they were. Apparently we had 2 passengers sitting next to each other who got into an argument. When Flight Attendant X went back to see what was happening one of the passengers started verbally abusing her. She did an amazing job getting them calmed down; but while that was happening another passenger refused to wear his mask; and another Flight Attendant was dealing with that. I can't say enough about how well Flight Attendant X and the others handled the situation. In fact; as passengers were deplaning in ZZZ1 I overheard a number of passengers express what a good job they had done. Many folks seem to have a short fuse; all the ugliness happening around the country; wearing masks...lots of grumpy people confined in a small aluminum tube.
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.