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Cabin attendant report, B757, ord-yyz. Boarding process. Passenger verbally abused cabin attendant over stowage of bags in overhead bins.
| Attributes | |
| ACN | 459138 |
| Time | |
| Date | 199912 |
| Day | Mon |
| Local Time Of Day | 0601 To 1200 |
| Place | |
| Locale Reference | airport : ord.airport |
| State Reference | IL |
| Environment | |
| Weather Elements | other |
| Light | Daylight |
| Aircraft 1 | |
| Operator | common carrier : air carrier |
| Make Model Name | B757 Undifferentiated or Other Model |
| Operating Under FAR Part | Part 121 |
| Flight Phase | ground : preflight ground : parked |
| Flight Plan | IFR |
| Person 1 | |
| Affiliation | company : air carrier |
| Function | flight attendant : on duty oversight : flight attendant in charge |
| Qualification | flight attendant : currently qualified flight attendant aircraft qualified on : 5 |
| Experience | flight attendant time airline total : 8 flight attendant time total : 11 flight attendant time type : 20 |
| ASRS Report | 459138 |
| Person 2 | |
| Affiliation | company : air carrier |
| Function | observation : passenger |
| Events | |
| Anomaly | cabin event : passenger misconduct other anomaly other |
| Independent Detector | other other : 1 |
| Resolutory Action | none taken : anomaly accepted |
| Consequence | Other |
| Supplementary | |
| Problem Areas | Passenger Human Performance |
| Primary Problem | Passenger Human Performance |
Narrative:
A passenger got verbally abusive, because I asked him to remove his bags from first class overhead bin, when I noticed he was continuing back to coach class. I knew first class was going to be a full cabin and we always need all overhead bin space. He pulled his bag down (suitcase with wheels) and yelled at me to find a place for it. When I said there was overhead bin space in the back, he pointed at the right side and said it was full! Then, just put him up in first class! I told him he needed to speak to the agent outside if he wanted to situation in first class. That's when he really started screaming loudly, that I was of no help, a few times. I walked over to that same overhead bin and cleared space and he threw his bag up there. There were only 37 passenger in coach so there was no need to be obnoxious or loud and rude. I looked up his status and he was one of the airline's frequent passenger. Maybe this was his way of getting a full upgrade. Most first class passenger even bring on more than 2 pieces and we have to find room for their bags.
Original NASA ASRS Text
Title: CABIN ATTENDANT RPT, B757, ORD-YYZ. BOARDING PROCESS. PAX VERBALLY ABUSED CABIN ATTENDANT OVER STOWAGE OF BAGS IN OVERHEAD BINS.
Narrative: A PAX GOT VERBALLY ABUSIVE, BECAUSE I ASKED HIM TO REMOVE HIS BAGS FROM FIRST CLASS OVERHEAD BIN, WHEN I NOTICED HE WAS CONTINUING BACK TO COACH CLASS. I KNEW FIRST CLASS WAS GOING TO BE A FULL CABIN AND WE ALWAYS NEED ALL OVERHEAD BIN SPACE. HE PULLED HIS BAG DOWN (SUITCASE WITH WHEELS) AND YELLED AT ME TO FIND A PLACE FOR IT. WHEN I SAID THERE WAS OVERHEAD BIN SPACE IN THE BACK, HE POINTED AT THE R SIDE AND SAID IT WAS FULL! THEN, JUST PUT HIM UP IN FIRST CLASS! I TOLD HIM HE NEEDED TO SPEAK TO THE AGENT OUTSIDE IF HE WANTED TO SIT IN FIRST CLASS. THAT'S WHEN HE REALLY STARTED SCREAMING LOUDLY, THAT I WAS OF NO HELP, A FEW TIMES. I WALKED OVER TO THAT SAME OVERHEAD BIN AND CLRED SPACE AND HE THREW HIS BAG UP THERE. THERE WERE ONLY 37 PAX IN COACH SO THERE WAS NO NEED TO BE OBNOXIOUS OR LOUD AND RUDE. I LOOKED UP HIS STATUS AND HE WAS ONE OF THE AIRLINE'S FREQUENT PAX. MAYBE THIS WAS HIS WAY OF GETTING A FULL UPGRADE. MOST FIRST CLASS PAX EVEN BRING ON MORE THAN 2 PIECES AND WE HAVE TO FIND ROOM FOR THEIR BAGS.
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.