Cabin attendant report, B757, bos-lax. Female passenger removed after boarding, because of havoc she...

Attributes
ACN	466961
Time
Date	200003
Day	Wed
Local Time Of Day	0601 To 1200
Place
Locale Reference	airport : bos.airport
State Reference	MA
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
Qualification	flight attendant : currently qualified flight attendant aircraft qualified on : 5
Experience	flight attendant time airline total : 13 flight attendant time total : 13 flight attendant time type : 80
ASRS Report	466961
Person 2
Affiliation	company : air carrier
Function	observation : passenger
Events
Anomaly	cabin event : passenger misconduct non adherence : company policies non adherence : published procedure
Independent Detector	other other : cab #1
Resolutory Action	other
Consequence	Other
Supplementary
Problem Areas	Passenger Human Performance
Primary Problem	Passenger Human Performance

Narrative:

A passenger had problem with a card she charged ticket on. She was very angry, the agents tried to explain situation and how to resolve problem. The passenger didn't like the alternative. She began to cuss at the agents. She was pacing back and forth and pounding her hands on the counter. This went on for half an hour. She said the agents were on a power trip. She was warned 3 times of her attitude. She calmed down a little and was boarded, knowing that she was to cause 'no problems' in-flight. She promised she was going to be good and just sleep. She got onboard last and sat down. After she put her bags away, she got up and went to first class. That's the last I saw of her. She was removed. I believe the passenger was way out of line. She would cry one min and yell the next. The agents were very professional and went way beyond their duty. We should have, in retrospect, never allowed her to board. She would change moods too quickly. The employees did everything to accommodate passenger. The passenger couldn't control her anger long enough to go to lax. She was mad. I'm glad she was pulled, she could have freaked out in-flight. The rest of the passenger were happy to see her leave. They told me so.

Original NASA ASRS Text

Title: CABIN ATTENDANT RPT, B757, BOS-LAX. FEMALE PAX REMOVED AFTER BOARDING, BECAUSE OF HAVOC SHE CREATED AT GATE AND TRIED TO SNEAK INTO FIRST CLASS.

Narrative: A PAX HAD PROB WITH A CARD SHE CHARGED TICKET ON. SHE WAS VERY ANGRY, THE AGENTS TRIED TO EXPLAIN SIT AND HOW TO RESOLVE PROB. THE PAX DIDN'T LIKE THE ALTERNATIVE. SHE BEGAN TO CUSS AT THE AGENTS. SHE WAS PACING BACK AND FORTH AND POUNDING HER HANDS ON THE COUNTER. THIS WENT ON FOR HALF AN HR. SHE SAID THE AGENTS WERE ON A PWR TRIP. SHE WAS WARNED 3 TIMES OF HER ATTITUDE. SHE CALMED DOWN A LITTLE AND WAS BOARDED, KNOWING THAT SHE WAS TO CAUSE 'NO PROBS' INFLT. SHE PROMISED SHE WAS GOING TO BE GOOD AND JUST SLEEP. SHE GOT ONBOARD LAST AND SAT DOWN. AFTER SHE PUT HER BAGS AWAY, SHE GOT UP AND WENT TO FIRST CLASS. THAT'S THE LAST I SAW OF HER. SHE WAS REMOVED. I BELIEVE THE PAX WAS WAY OUT OF LINE. SHE WOULD CRY ONE MIN AND YELL THE NEXT. THE AGENTS WERE VERY PROFESSIONAL AND WENT WAY BEYOND THEIR DUTY. WE SHOULD HAVE, IN RETROSPECT, NEVER ALLOWED HER TO BOARD. SHE WOULD CHANGE MOODS TOO QUICKLY. THE EMPLOYEES DID EVERYTHING TO ACCOMMODATE PAX. THE PAX COULDN'T CTL HER ANGER LONG ENOUGH TO GO TO LAX. SHE WAS MAD. I'M GLAD SHE WAS PULLED, SHE COULD HAVE FREAKED OUT INFLT. THE REST OF THE PAX WERE HAPPY TO SEE HER LEAVE. THEY TOLD ME SO.

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 report, B757, bos-lax. Female passenger removed after boarding, because of havoc she created at gate and tried to sneak into first class.