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B727-200 passenger was treated very poorly by the air carrier and had a very tight connection from an international station.
| Attributes | |
| ACN | 523173 |
| Time | |
| Date | 200108 |
| Day | Sun |
| Local Time Of Day | 1801 To 2400 |
| Place | |
| Locale Reference | airport : mia.airport |
| State Reference | FL |
| Altitude | agl single value : 0 |
| Aircraft 1 | |
| Operator | common carrier : air carrier |
| Make Model Name | B727-200 |
| Operating Under FAR Part | Part 121 |
| Flight Phase | ground : parked ground : maintenance |
| Flight Plan | IFR |
| Person 1 | |
| Affiliation | company : air carrier |
| Function | flight attendant : on duty |
| Experience | flight attendant time airline total : 15 flight attendant time total : 15 flight attendant time type : 50 |
| ASRS Report | 523173 |
| Person 2 | |
| Function | observation : passenger |
| Events | |
| Anomaly | cabin event other other anomaly other |
| Independent Detector | other other : 1 |
| Resolutory Action | other |
| Supplementary | |
| Problem Areas | Passenger Human Performance Company |
| Primary Problem | Company |
Narrative:
How problem arose: passenger arrived late from connection (aruba-mia), felt it was air carrier X fault and therefore air carrier X was obligated to wait for him and hold his seats open. Contributing factors: 1) passenger asked agent at arriving flight to call ahead to departing gate agent (mia-dtw). When he arrived at gate and realized the flight had not been 'held' for him, he felt previous agent had ignored his request. 2) passenger felt he had purchased and therefore owned seats xx and yy and couldn't understand how air carrier X could give seats that he owned to someone else. 3) he was rushed onto plane so we could have 'on time departure.' 4) he didn't get to situation with wife aruba-mia and wasn't seated with wife mia-dtw. 5) felt he was entitled to first class seat because he felt air carrier X had mistreated him. How discovered: passenger stopped me to complain. Corrective action: I reseated passenger to get him next to wife. Not satisfied, reseated more passenger to get him his original seats xx and yy. Still not satisfied. Offered to get customer service business card for him. Wouldn't stop yelling long enough for me to do this.
Original NASA ASRS Text
Title: B727-200 PAX WAS TREATED VERY POORLY BY THE ACR AND HAD A VERY TIGHT CONNECTION FROM AN INTL STATION.
Narrative: HOW PROB AROSE: PAX ARRIVED LATE FROM CONNECTION (ARUBA-MIA), FELT IT WAS ACR X FAULT AND THEREFORE ACR X WAS OBLIGATED TO WAIT FOR HIM AND HOLD HIS SEATS OPEN. CONTRIBUTING FACTORS: 1) PAX ASKED AGENT AT ARRIVING FLT TO CALL AHEAD TO DEPARTING GATE AGENT (MIA-DTW). WHEN HE ARRIVED AT GATE AND REALIZED THE FLT HAD NOT BEEN 'HELD' FOR HIM, HE FELT PREVIOUS AGENT HAD IGNORED HIS REQUEST. 2) PAX FELT HE HAD PURCHASED AND THEREFORE OWNED SEATS XX AND YY AND COULDN'T UNDERSTAND HOW ACR X COULD GIVE SEATS THAT HE OWNED TO SOMEONE ELSE. 3) HE WAS RUSHED ONTO PLANE SO WE COULD HAVE 'ON TIME DEP.' 4) HE DIDN'T GET TO SIT WITH WIFE ARUBA-MIA AND WASN'T SEATED WITH WIFE MIA-DTW. 5) FELT HE WAS ENTITLED TO FIRST CLASS SEAT BECAUSE HE FELT ACR X HAD MISTREATED HIM. HOW DISCOVERED: PAX STOPPED ME TO COMPLAIN. CORRECTIVE ACTION: I RESEATED PAX TO GET HIM NEXT TO WIFE. NOT SATISFIED, RESEATED MORE PAX TO GET HIM HIS ORIGINAL SEATS XX AND YY. STILL NOT SATISFIED. OFFERED TO GET CUSTOMER SVC BUSINESS CARD FOR HIM. WOULDN'T STOP YELLING LONG ENOUGH FOR ME TO DO THIS.
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.