Narrative:

I was flight attendant #4. First situation: I observed the passenger in first class talking in a harsh tone to the flight attendant #3. He left her knowing that if he wasn't served alcohol, that it would be her worst flight. I asked #3 flight attendant if she needed any help and she told me that flight attendant #1 already had problems with him over a seatbelt situation. Situation #2: after walking past xyz customs to baggage claim, I noticed our abusive passenger waiting to the side (before claiming bags). I stopped and waited for the #1 flight attendant because I had a feeling that the passenger was waiting for the #1 flight attendant. As flight attendant #1 walked through the double door leading to baggage claim, I observed the passenger walking towards flight attendant #1 and yelling 'you shouldn't use cream on your hair, shave it and you would look better.' the way he looked at flight attendant #1 was a very scary look. He (passenger) looked as if he would have beat flight attendant #1 up. The passenger was still yelling at flight attendant #1 and then when the captain walked through the double doors after customs, the abusive passenger started yelling at him. The abusive passenger got in the captain's face, and I stood on the side, asking the agents to please call the police. The captain walked away and went outside to catch the van to the hotel. The cockpit crew were at a different hotel than us. We asked customs to detain the passenger until the police came. I was afraid to walk outside with the crew in fear that the passenger would harm us. The passenger was traveling with another man that verbally abused our captain in baggage claim. After the police talked to our passenger, I went outside to let our hotel van know what we were doing. I saw the abusive passenger outside by his limo, waiting outside for at least 15 mins, waiting for the rest of the crew to walk outside. As I waited for the crew, the abusive passenger's girlfriend came up to me and screamed in my face. Finally they (passenger) left and the rest of my crew came outside. The police took us to our hotel. What can we do about verbal abusive? What is our protection?

Google
 

Original NASA ASRS Text

Title: CABIN ATTENDANT RPT B727, MIA-YYZ. ABUSIVE MAN IN FIRST CLASS THREATENED CABIN ATTENDANT FOR LIQUOR AND PURSER, CAPT IN CUSTOMS. POLICE QUESTIONED PAX AND ESCORTED CABIN ATTENDANT TO HOTEL.

Narrative: I WAS FLT ATTENDANT #4. FIRST SIT: I OBSERVED THE PAX IN FIRST CLASS TALKING IN A HARSH TONE TO THE FLT ATTENDANT #3. HE LEFT HER KNOWING THAT IF HE WASN'T SERVED ALCOHOL, THAT IT WOULD BE HER WORST FLT. I ASKED #3 FLT ATTENDANT IF SHE NEEDED ANY HELP AND SHE TOLD ME THAT FLT ATTENDANT #1 ALREADY HAD PROBS WITH HIM OVER A SEATBELT SIT. SIT #2: AFTER WALKING PAST XYZ CUSTOMS TO BAGGAGE CLAIM, I NOTICED OUR ABUSIVE PAX WAITING TO THE SIDE (BEFORE CLAIMING BAGS). I STOPPED AND WAITED FOR THE #1 FLT ATTENDANT BECAUSE I HAD A FEELING THAT THE PAX WAS WAITING FOR THE #1 FLT ATTENDANT. AS FLT ATTENDANT #1 WALKED THROUGH THE DOUBLE DOOR LEADING TO BAGGAGE CLAIM, I OBSERVED THE PAX WALKING TOWARDS FLT ATTENDANT #1 AND YELLING 'YOU SHOULDN'T USE CREAM ON YOUR HAIR, SHAVE IT AND YOU WOULD LOOK BETTER.' THE WAY HE LOOKED AT FLT ATTENDANT #1 WAS A VERY SCARY LOOK. HE (PAX) LOOKED AS IF HE WOULD HAVE BEAT FLT ATTENDANT #1 UP. THE PAX WAS STILL YELLING AT FLT ATTENDANT #1 AND THEN WHEN THE CAPT WALKED THROUGH THE DOUBLE DOORS AFTER CUSTOMS, THE ABUSIVE PAX STARTED YELLING AT HIM. THE ABUSIVE PAX GOT IN THE CAPT'S FACE, AND I STOOD ON THE SIDE, ASKING THE AGENTS TO PLEASE CALL THE POLICE. THE CAPT WALKED AWAY AND WENT OUTSIDE TO CATCH THE VAN TO THE HOTEL. THE COCKPIT CREW WERE AT A DIFFERENT HOTEL THAN US. WE ASKED CUSTOMS TO DETAIN THE PAX UNTIL THE POLICE CAME. I WAS AFRAID TO WALK OUTSIDE WITH THE CREW IN FEAR THAT THE PAX WOULD HARM US. THE PAX WAS TRAVELING WITH ANOTHER MAN THAT VERBALLY ABUSED OUR CAPT IN BAGGAGE CLAIM. AFTER THE POLICE TALKED TO OUR PAX, I WENT OUTSIDE TO LET OUR HOTEL VAN KNOW WHAT WE WERE DOING. I SAW THE ABUSIVE PAX OUTSIDE BY HIS LIMO, WAITING OUTSIDE FOR AT LEAST 15 MINS, WAITING FOR THE REST OF THE CREW TO WALK OUTSIDE. AS I WAITED FOR THE CREW, THE ABUSIVE PAX'S GIRLFRIEND CAME UP TO ME AND SCREAMED IN MY FACE. FINALLY THEY (PAX) LEFT AND THE REST OF MY CREW CAME OUTSIDE. THE POLICE TOOK US TO OUR HOTEL. WHAT CAN WE DO ABOUT VERBAL ABUSIVE? WHAT IS OUR PROTECTION?

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.