Narrative:

As I understand, after 2 flight attendants had asked the passenger to take his assigned seat, he very rudely said an emphatic 'no.' the flight attendants came to me and explained the above. We notified the purser (flight attendant #1) and he came back to speak with the passenger. Apparently the passenger demanded an apology and continued to be rude and very demeaning. The captain was informed and asked security to come to the airplane to remove the passenger. When security arrived and the passenger realized that he was to be taken off the flight, he calmed down and started to beg, whine and cry. Said that he would apologize to the flight attendants and that he would behave himself. The captain still wanted him off but security continued to negotiate for the passenger saying he was a premium passenger traveling on accrued miles and that they knew him -- to please let him go. The turning point was that security said his sister had just died and to please let him go. In conclusion, I think when the captain called security to remove the passenger, that should have been done. It is not ok to treat people the way this passenger did. It is not ok for security to negotiate for a passenger. I'm sure this passenger will be rude in the future -- he has gotten away with this behavior and has been rewarded instead.

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Original NASA ASRS Text

Title: FLT ATTENDANT RPT REGARDING A B767-300 FLT WHICH WHILE BOARDING HAD A VERY RUDE AND DISRUPTIVE PAX. CAPT CALLED FOR SECURITY TO REMOVE HIM. PAX CALMED DOWN WHEN HE REALIZED HE WOULD BE REMOVED AND SECURITY INTERVENED AND REQUESTED HE BE ALLOWED TO STAY.

Narrative: AS I UNDERSTAND, AFTER 2 FLT ATTENDANTS HAD ASKED THE PAX TO TAKE HIS ASSIGNED SEAT, HE VERY RUDELY SAID AN EMPHATIC 'NO.' THE FLT ATTENDANTS CAME TO ME AND EXPLAINED THE ABOVE. WE NOTIFIED THE PURSER (FLT ATTENDANT #1) AND HE CAME BACK TO SPEAK WITH THE PAX. APPARENTLY THE PAX DEMANDED AN APOLOGY AND CONTINUED TO BE RUDE AND VERY DEMEANING. THE CAPT WAS INFORMED AND ASKED SECURITY TO COME TO THE AIRPLANE TO REMOVE THE PAX. WHEN SECURITY ARRIVED AND THE PAX REALIZED THAT HE WAS TO BE TAKEN OFF THE FLT, HE CALMED DOWN AND STARTED TO BEG, WHINE AND CRY. SAID THAT HE WOULD APOLOGIZE TO THE FLT ATTENDANTS AND THAT HE WOULD BEHAVE HIMSELF. THE CAPT STILL WANTED HIM OFF BUT SECURITY CONTINUED TO NEGOTIATE FOR THE PAX SAYING HE WAS A PREMIUM PAX TRAVELING ON ACCRUED MILES AND THAT THEY KNEW HIM -- TO PLEASE LET HIM GO. THE TURNING POINT WAS THAT SECURITY SAID HIS SISTER HAD JUST DIED AND TO PLEASE LET HIM GO. IN CONCLUSION, I THINK WHEN THE CAPT CALLED SECURITY TO REMOVE THE PAX, THAT SHOULD HAVE BEEN DONE. IT IS NOT OK TO TREAT PEOPLE THE WAY THIS PAX DID. IT IS NOT OK FOR SECURITY TO NEGOTIATE FOR A PAX. I'M SURE THIS PAX WILL BE RUDE IN THE FUTURE -- HE HAS GOTTEN AWAY WITH THIS BEHAVIOR AND HAS BEEN REWARDED INSTEAD.

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.