Cabin attendant on an ATR72 received verbal and physical abuse from a passenger with an oversized ca...

Attributes
ACN	377419
Time
Date	199701
Day	Wed
Local Time Of Day	0601 To 1200
Place
Locale Reference	airport : grr airport : ord
State Reference	MI
Altitude	agl bound lower : 0 agl bound upper : 0
Environment
Flight Conditions	VMC
Light	Daylight
Aircraft 1
Operator	common carrier : air carrier
Make Model Name	Medium Transport, High Wing, 2 Turboprop Eng
Flight Phase	ground : parked
Flight Plan	IFR
Person 1
Affiliation	company : air carrier
Function	flight attendant : on duty
Qualification	other other : other
ASRS Report	377419
Person 2
Affiliation	company : air carrier
Function	flight attendant : on duty
Qualification	other other : other
Events
Anomaly	non adherence : far non adherence other other anomaly other
Independent Detector	other other : unspecified
Resolutory Action	none taken : anomaly accepted
Consequence	other other Other
Supplementary
Air Traffic Incident	other

Narrative:

Passenger boarded the aircraft and proceeded up the stairs with an oversized garment bag which was already tagged with a valet tag. I told him, 'sir, the bag is too big, please leave it on the blue cart.' he turns around and says, 'this *&^%$#@ airline!' he puts his bag on the cart, comes back up the stairs and steps in front of me and just stares at me. So I stare back at him just hoping he will go and take his seat. Well, he does not, so I tell him, 'we're in the boarding process, you need to go to your seat.' he goes to his seat. We land in chicago and deplane by stairs. I'm holding crutches for another passenger. We deplane the rear of the aircraft first and my partner comes back to stand with me. I'm still holding the crutches. This guy walks by me, pushes me, and I fall onto my partner and then into the lavatory. He calls me a '*&^%$#@ %^$&#' and bee-lines down the stairs. Before I can do anything, he grabs his gate check and runs into the terminal.

Original NASA ASRS Text

Title: CABIN ATTENDANT ON AN ATR72 RECEIVED VERBAL AND PHYSICAL ABUSE FROM A PAX WITH AN OVERSIZED CARRY ON BAG DURING ENPLANING AND DEPLANING AT DEST. CABIN ATTENDANT HAD 5 YRS EXPERIENCE AND ALL WITH THE SAME AIRLINE.

Narrative: PAX BOARDED THE ACFT AND PROCEEDED UP THE STAIRS WITH AN OVERSIZED GARMENT BAG WHICH WAS ALREADY TAGGED WITH A VALET TAG. I TOLD HIM, 'SIR, THE BAG IS TOO BIG, PLEASE LEAVE IT ON THE BLUE CART.' HE TURNS AROUND AND SAYS, 'THIS *&^%$#@ AIRLINE!' HE PUTS HIS BAG ON THE CART, COMES BACK UP THE STAIRS AND STEPS IN FRONT OF ME AND JUST STARES AT ME. SO I STARE BACK AT HIM JUST HOPING HE WILL GO AND TAKE HIS SEAT. WELL, HE DOES NOT, SO I TELL HIM, 'WE'RE IN THE BOARDING PROCESS, YOU NEED TO GO TO YOUR SEAT.' HE GOES TO HIS SEAT. WE LAND IN CHICAGO AND DEPLANE BY STAIRS. I'M HOLDING CRUTCHES FOR ANOTHER PAX. WE DEPLANE THE REAR OF THE ACFT FIRST AND MY PARTNER COMES BACK TO STAND WITH ME. I'M STILL HOLDING THE CRUTCHES. THIS GUY WALKS BY ME, PUSHES ME, AND I FALL ONTO MY PARTNER AND THEN INTO THE LAVATORY. HE CALLS ME A '*&^%$#@ %^$&#' AND BEE-LINES DOWN THE STAIRS. BEFORE I CAN DO ANYTHING, HE GRABS HIS GATE CHK AND RUNS INTO THE TERMINAL.

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.

Cabin attendant on an ATR72 received verbal and physical abuse from a passenger with an oversized carry on bag during enplaning and deplaning at destination. Cabin attendant had 5 yrs experience and all with the same airline.