<< >> NASA ASRS Report 511889, May 2001

B767 passenger refused to cooperate with cabin attendants in discontinuing use of his cell phones and when instructed to stop used profanity and abusive language resulting in the passenger removal from the flight.

Attributes
ACN	511889
Time
Date	200105
Day	Wed
Local Time Of Day	1201 To 1800
Place
Locale Reference	airport : mia.airport
State Reference	FL
Environment
Light	Daylight
Aircraft 1
Controlling Facilities	artcc : zau.artcc
Operator	common carrier : air carrier
Make Model Name	B767-300 and 300 ER
Operating Under FAR Part	Part 121
Flight Phase	ground : parked
Flight Plan	IFR
Person 1
Affiliation	company : air carrier
Function	flight attendant : on duty
Qualification	flight attendant aircraft qualified on : 3
Experience	flight attendant time airline total : 14 flight attendant time total : 14 flight attendant time type : 50
ASRS Report	511889
Person 2
Affiliation	company : air carrier
Function	oversight : flight attendant in charge
Events
Anomaly	cabin event : passenger electronic device cabin event : passenger misconduct non adherence : far non adherence : published procedure
Independent Detector	other other : 1
Consequence	Other
Supplementary
Problem Areas	Passenger Human Performance
Primary Problem	Passenger Human Performance

Narrative:

Passenger was using profanity and yelling into his cell phone. I asked him to quiet down his conversation. Approximately 5 mins later the PA to turn off electronic devices was made. I was doing my cabin checks and had to ask passenger to end his phone conversation. He ignored me, and at that point I stood next to his seat and asked him again. I waited as he continued to ignore me, then louder I told him to end his conversation immediately -- which he did, turning off his 'first' phone. Passing through the cabin again, with the purser behind me, I noticed he was on a 'second' phone and asked the purser to address him. It was at that point where passenger became belligerent and verbally aggressive. That was when it was decided he best stay in mia.

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Original NASA ASRS Text

Title: B767 PAX REFUSED TO COOPERATE WITH CABIN ATTENDANTS IN DISCONTINUING USE OF HIS CELL PHONES AND WHEN INSTRUCTED TO STOP USED PROFANITY AND ABUSIVE LANGUAGE RESULTING IN THE PAX REMOVAL FROM THE FLT.

Narrative: PAX WAS USING PROFANITY AND YELLING INTO HIS CELL PHONE. I ASKED HIM TO QUIET DOWN HIS CONVERSATION. APPROX 5 MINS LATER THE PA TO TURN OFF ELECTRONIC DEVICES WAS MADE. I WAS DOING MY CABIN CHKS AND HAD TO ASK PAX TO END HIS PHONE CONVERSATION. HE IGNORED ME, AND AT THAT POINT I STOOD NEXT TO HIS SEAT AND ASKED HIM AGAIN. I WAITED AS HE CONTINUED TO IGNORE ME, THEN LOUDER I TOLD HIM TO END HIS CONVERSATION IMMEDIATELY -- WHICH HE DID, TURNING OFF HIS 'FIRST' PHONE. PASSING THROUGH THE CABIN AGAIN, WITH THE PURSER BEHIND ME, I NOTICED HE WAS ON A 'SECOND' PHONE AND ASKED THE PURSER TO ADDRESS HIM. IT WAS AT THAT POINT WHERE PAX BECAME BELLIGERENT AND VERBALLY AGGRESSIVE. THAT WAS WHEN IT WAS DECIDED HE BEST STAY IN MIA.

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.