Cabin attendant report, B737, sjc-ord. Emotionally, unstable woman refused to take assigned seat, verbally abused seat's original occupant. Police removed her.

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Attributes
ACN	490125
Time
Date	200010
Day	Fri
Local Time Of Day	1801 To 2400
Place
Locale Reference	airport : sjc.airport
State Reference	CA
Altitude	agl single value : 0
Environment
Light	Night
Aircraft 1
Operator	common carrier : air carrier
Make Model Name	B737 Undifferentiated or Other Model
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 : 6
Experience	flight attendant time airline total : 3 flight attendant time total : 3 flight attendant time type : 90
ASRS Report	490125
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
Resolutory Action	other
Consequence	Other
Supplementary
Problem Areas	Passenger Human Performance
Primary Problem	Passenger Human Performance

Narrative:

This passenger was emotionally upset and took the seat she wanted, not her assigned seat, and refused to move. There were no other seats available, other than middle seats, and she refused to give another passenger her assigned seat. She was informed by me and the gate agent that she would have to get off if she didn't comply, but she refused. So the gate agent called the police. As the police came, she moved to the correct seat, but started to verbally abuse the other passenger, which was reported to me. So we decided to remove her from the aircraft. The other passenger thanked us very much for how we handled the situation, as they were afraid of this woman.

Original NASA ASRS Text

Title: CABIN ATTENDANT RPT, B737, SJC-ORD. EMOTIONALLY, UNSTABLE WOMAN REFUSED TO TAKE ASSIGNED SEAT, VERBALLY ABUSED SEAT'S ORIGINAL OCCUPANT. POLICE REMOVED HER.

Narrative: THIS PAX WAS EMOTIONALLY UPSET AND TOOK THE SEAT SHE WANTED, NOT HER ASSIGNED SEAT, AND REFUSED TO MOVE. THERE WERE NO OTHER SEATS AVAILABLE, OTHER THAN MIDDLE SEATS, AND SHE REFUSED TO GIVE ANOTHER PAX HER ASSIGNED SEAT. SHE WAS INFORMED BY ME AND THE GATE AGENT THAT SHE WOULD HAVE TO GET OFF IF SHE DIDN'T COMPLY, BUT SHE REFUSED. SO THE GATE AGENT CALLED THE POLICE. AS THE POLICE CAME, SHE MOVED TO THE CORRECT SEAT, BUT STARTED TO VERBALLY ABUSE THE OTHER PAX, WHICH WAS RPTED TO ME. SO WE DECIDED TO REMOVE HER FROM THE ACFT. THE OTHER PAX THANKED US VERY MUCH FOR HOW WE HANDLED THE SIT, AS THEY WERE AFRAID OF THIS WOMAN.

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.