Cabin attendant report, B767, jfk-sxm. Passenger verbally abusive to cabin attendant and to security...

Attributes
ACN	472420
Time
Date	200005
Day	Fri
Local Time Of Day	1801 To 2400
Place
Locale Reference	atc facility : ehaa.artcc
State Reference	CA
Environment
Light	Night
Aircraft 1
Controlling Facilities	artcc : ehaa.artcc
Make Model Name	B767 Undifferentiated or Other Model
Operating Under FAR Part	Part 121
Flight Phase	cruise : level
Flight Plan	IFR
Person 1
Affiliation	company : air carrier
Function	flight attendant : on duty
Qualification	flight attendant : currently qualified flight attendant aircraft qualified on : 4
Experience	flight attendant time airline total : 32 flight attendant time total : 32 flight attendant time type : 50
ASRS Report	472420
Person 2
Affiliation	company : air carrier
Function	flight attendant : on duty
Qualification	flight attendant : currently qualified
Events
Anomaly	cabin event : passenger misconduct non adherence : company policies non adherence : far 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 in seat xx (mr X) was extremely abusive to the flight attendants on the crew. We thought at one point he was going to be physically abusive to one flight attendant, so we tried to stay clear of him, because we thought he might be mentally ill. Then, he started verbally assaulting us, calling one flight attendant a moron, and that he was entitled to do so, because he paid for a ticket. Other passenger were complaining. They tried to move to another seat. It got so bad, we had security meet him in sxm. When security met him, he started yelling at them and was also verbally abusive. He said that he was going to call the naacp, and he basically lost it. They said they would take over from there. This man made a lot of passenger very uncomfortable on the trip. Callback conversation with reporter revealed the following information: the reporter said that the man had been drinking, but that didn't seem to be the real problem, which was that he was more paranoid and delusional. The real trouble started when he asked for another muffin. One of the flight attendants gave him one in a napkin and he complained that her hands had touched it. His loud tirade began at this time.

Original NASA ASRS Text

Title: CABIN ATTENDANT RPT, B767, JFK-SXM. PAX VERBALLY ABUSIVE TO CABIN ATTENDANT AND TO SECURITY, WHEN THEY MET FLT. OTHER PAX MOVED AWAY FROM ABUSIVE MAN. SECURITY HAULED HIM OFF.

Narrative: A PAX IN SEAT XX (MR X) WAS EXTREMELY ABUSIVE TO THE FLT ATTENDANTS ON THE CREW. WE THOUGHT AT ONE POINT HE WAS GOING TO BE PHYSICALLY ABUSIVE TO ONE FLT ATTENDANT, SO WE TRIED TO STAY CLR OF HIM, BECAUSE WE THOUGHT HE MIGHT BE MENTALLY ILL. THEN, HE STARTED VERBALLY ASSAULTING US, CALLING ONE FLT ATTENDANT A MORON, AND THAT HE WAS ENTITLED TO DO SO, BECAUSE HE PAID FOR A TICKET. OTHER PAX WERE COMPLAINING. THEY TRIED TO MOVE TO ANOTHER SEAT. IT GOT SO BAD, WE HAD SECURITY MEET HIM IN SXM. WHEN SECURITY MET HIM, HE STARTED YELLING AT THEM AND WAS ALSO VERBALLY ABUSIVE. HE SAID THAT HE WAS GOING TO CALL THE NAACP, AND HE BASICALLY LOST IT. THEY SAID THEY WOULD TAKE OVER FROM THERE. THIS MAN MADE A LOT OF PAX VERY UNCOMFORTABLE ON THE TRIP. CALLBACK CONVERSATION WITH RPTR REVEALED THE FOLLOWING INFO: THE RPTR SAID THAT THE MAN HAD BEEN DRINKING, BUT THAT DIDN'T SEEM TO BE THE REAL PROB, WHICH WAS THAT HE WAS MORE PARANOID AND DELUSIONAL. THE REAL TROUBLE STARTED WHEN HE ASKED FOR ANOTHER MUFFIN. ONE OF THE FLT ATTENDANTS GAVE HIM ONE IN A NAPKIN AND HE COMPLAINED THAT HER HANDS HAD TOUCHED IT. HIS LOUD TIRADE BEGAN AT THIS TIME.

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, B767, jfk-sxm. Passenger verbally abusive to cabin attendant and to security, when they met flight. Other passenger moved away from abusive man. Security hauled him off.