A B737-300 PIC report on a hysterical passenger that was carried from ord to mci on the assurances t...

Attributes
ACN	529452
Time
Date	200111
Day	Sat
Local Time Of Day	1201 To 1800
Place
Locale Reference	airport : ord.airport
State Reference	IL
Environment
Flight Conditions	VMC
Light	Daylight
Aircraft 1
Controlling Facilities	tower : ord.tower
Operator	common carrier : air carrier
Make Model Name	B737-300
Operating Under FAR Part	Part 121
Flight Phase	ground : parked
Flight Plan	IFR
Person 1
Affiliation	company : air carrier
Function	flight crew : captain oversight : pic
Qualification	pilot : atp
Experience	flight time type : 637
ASRS Report	529452
Person 2
Affiliation	company : air carrier
Function	flight crew : first officer
Events
Anomaly	cabin event : passenger misconduct non adherence : company policies other anomaly other
Independent Detector	other other : cab 5 purser
Resolutory Action	other
Consequence	other Other
Supplementary
Problem Areas	Cabin Crew Human Performance Company Flight Crew Human Performance Passenger Human Performance
Primary Problem	Passenger Human Performance

Narrative:

Prior to departure, ord customer service representative advised that there had been a problem with a passenger at check-in due to a language problem and I was assured that it was resolved and that the passenger had calmed down with no further problem. I elected to accept the passenger based on that assurance, and purser agreement. After departure, the passenger acted irrationally and began screaming in the coach cabin. I coordinated with the purser and arranged for a former police officer to have restraints if necessary. PIC advised dispatch and since the passenger remained in her seat, continued for the short flight to mci. Upon arrival, customer service representative attempted to communicate unsuccessfully and I requested the police to assist since the passenger appeared to be in need of help. After landing, it was discovered that the police had been at the gate in ord and that the passenger had been acting strangely in the terminal area and that her booking was milano, ord, mci, and back the following afternoon. As the captain, I called dispatch and advised dispatch with the recommendation that the passenger not be accepted for travel on our air carrier. Due to the effect of frightening the other passenger and this was done. Also, the customer service representative in ord was clearly wrong in pushing this passenger off on the crew and I will consider the customer service representative opinion on passenger condition to be of little value in the future.

Original NASA ASRS Text

Title: A B737-300 PIC RPT ON A HYSTERICAL PAX THAT WAS CARRIED FROM ORD TO MCI ON THE ASSURANCES TO THE CAPT BY A CUSTOMER SVC REPRESENTATIVE THAT ALL WAS WELL PRIOR TO DEP FROM ORD, IL.

Narrative: PRIOR TO DEP, ORD CUSTOMER SVC REPRESENTATIVE ADVISED THAT THERE HAD BEEN A PROB WITH A PAX AT CHK-IN DUE TO A LANGUAGE PROB AND I WAS ASSURED THAT IT WAS RESOLVED AND THAT THE PAX HAD CALMED DOWN WITH NO FURTHER PROB. I ELECTED TO ACCEPT THE PAX BASED ON THAT ASSURANCE, AND PURSER AGREEMENT. AFTER DEP, THE PAX ACTED IRRATIONALLY AND BEGAN SCREAMING IN THE COACH CABIN. I COORDINATED WITH THE PURSER AND ARRANGED FOR A FORMER POLICE OFFICER TO HAVE RESTRAINTS IF NECESSARY. PIC ADVISED DISPATCH AND SINCE THE PAX REMAINED IN HER SEAT, CONTINUED FOR THE SHORT FLT TO MCI. UPON ARR, CUSTOMER SVC REPRESENTATIVE ATTEMPTED TO COMMUNICATE UNSUCCESSFULLY AND I REQUESTED THE POLICE TO ASSIST SINCE THE PAX APPEARED TO BE IN NEED OF HELP. AFTER LNDG, IT WAS DISCOVERED THAT THE POLICE HAD BEEN AT THE GATE IN ORD AND THAT THE PAX HAD BEEN ACTING STRANGELY IN THE TERMINAL AREA AND THAT HER BOOKING WAS MILANO, ORD, MCI, AND BACK THE FOLLOWING AFTERNOON. AS THE CAPT, I CALLED DISPATCH AND ADVISED DISPATCH WITH THE RECOMMENDATION THAT THE PAX NOT BE ACCEPTED FOR TRAVEL ON OUR ACR. DUE TO THE EFFECT OF FRIGHTENING THE OTHER PAX AND THIS WAS DONE. ALSO, THE CUSTOMER SVC REPRESENTATIVE IN ORD WAS CLRLY WRONG IN PUSHING THIS PAX OFF ON THE CREW AND I WILL CONSIDER THE CUSTOMER SVC REPRESENTATIVE OPINION ON PAX CONDITION TO BE OF LITTLE VALUE IN THE FUTURE.

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.

A B737-300 PIC report on a hysterical passenger that was carried from ord to mci on the assurances to the captain by a customer service representative that all was well prior to departure from ord, il.