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Cabin attendant report, A300-600, sju-mia. On boarding, cabin attendant in terminal taking tickets was shoved and pushed out of position by mob of aggressive, verbally abusive passenger. Some tickets unable to be collected.
| Attributes | |
| ACN | 470538 |
| Time | |
| Date | 200004 |
| Day | Thu |
| Local Time Of Day | 1801 To 2400 |
| Place | |
| Locale Reference | airport : sju.airport |
| State Reference | PR |
| Environment | |
| Light | Night |
| Aircraft 1 | |
| Operator | common carrier : air carrier |
| Make Model Name | A300 |
| Operating Under FAR Part | Part 121 |
| Flight Phase | ground : parked ground : preflight |
| Flight Plan | IFR |
| Person 1 | |
| Affiliation | company : air carrier |
| Function | flight attendant : on duty |
| Qualification | flight attendant : currently qualified flight attendant aircraft qualified on : 7 |
| Experience | flight attendant time airline total : 12 flight attendant time total : 12 flight attendant time type : 75 |
| ASRS Report | 470538 |
| Person 2 | |
| Affiliation | company : air carrier |
| Function | observation : passenger |
| Events | |
| Anomaly | cabin event : passenger misconduct non adherence : far non adherence : published procedure non adherence : company policies |
| Independent Detector | other other : cab #1 |
| Consequence | Other |
| Supplementary | |
| Problem Areas | Company Passenger Human Performance Airport |
| Primary Problem | Passenger Human Performance |
Narrative:
I was pushed and shoved out of my boarding location to operate the electronic boarding machine. Passenger were approximately 8 abreast and very deep. I could not get them to form 2 lines. It was a mob scene and became even more unruly. Then a male passenger became very verbally aggressive, abusive and then became louder and insisted on my name and file number, because he couldn't board on his demand. I could get no real help from the working agents. I told the agents that I would return to the aircraft, if they didn't do something. The passenger who berated me, did upset me. During boarding, the purser was very concerned about me, so he came out to see if all was ok. When boarding was finished, I informed the captain of the situation. Because passenger were 8 abreast, many passenger just entered the jetbridge without me taking their ticket.
Original NASA ASRS Text
Title: CABIN ATTENDANT RPT, A300-600, SJU-MIA. ON BOARDING, CABIN ATTENDANT IN TERMINAL TAKING TICKETS WAS SHOVED AND PUSHED OUT OF POS BY MOB OF AGGRESSIVE, VERBALLY ABUSIVE PAX. SOME TICKETS UNABLE TO BE COLLECTED.
Narrative: I WAS PUSHED AND SHOVED OUT OF MY BOARDING LOCATION TO OPERATE THE ELECTRONIC BOARDING MACHINE. PAX WERE APPROX 8 ABREAST AND VERY DEEP. I COULD NOT GET THEM TO FORM 2 LINES. IT WAS A MOB SCENE AND BECAME EVEN MORE UNRULY. THEN A MALE PAX BECAME VERY VERBALLY AGGRESSIVE, ABUSIVE AND THEN BECAME LOUDER AND INSISTED ON MY NAME AND FILE NUMBER, BECAUSE HE COULDN'T BOARD ON HIS DEMAND. I COULD GET NO REAL HELP FROM THE WORKING AGENTS. I TOLD THE AGENTS THAT I WOULD RETURN TO THE ACFT, IF THEY DIDN'T DO SOMETHING. THE PAX WHO BERATED ME, DID UPSET ME. DURING BOARDING, THE PURSER WAS VERY CONCERNED ABOUT ME, SO HE CAME OUT TO SEE IF ALL WAS OK. WHEN BOARDING WAS FINISHED, I INFORMED THE CAPT OF THE SIT. BECAUSE PAX WERE 8 ABREAST, MANY PAX JUST ENTERED THE JETBRIDGE WITHOUT ME TAKING THEIR TICKET.
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.