A B757 #1 flight attendant reported that a couple became intoxicated and abusive during a flight fro...

Attributes
ACN	576555
Time
Date	200303
Day	Tue
Local Time Of Day	1801 To 2400
Place
Locale Reference	atc facility : zsu.artcc
State Reference	PR
Environment
Flight Conditions	VMC
Light	Night
Aircraft 1
Controlling Facilities	artcc : zsu.artcc
Operator	common carrier : air carrier
Make Model Name	B757 Undifferentiated or Other Model
Operating Under FAR Part	Part 121
Flight Phase	cruise : level
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 : 12 flight attendant time total : 13 flight attendant time type : 50
ASRS Report	576555
Person 2
Affiliation	company : air carrier
Function	flight attendant : on duty
Events
Anomaly	cabin event : passenger misconduct cabin event other non adherence : published procedure non adherence : company policies non adherence : far
Independent Detector	other other : 1
Resolutory Action	none taken : anomaly accepted
Consequence	other
Supplementary
Problem Areas	Passenger Human Performance
Primary Problem	Passenger Human Performance

Narrative:

Shortly after passenger mr and mrs X, boarded aircraft, mr X approached me in the first class galley and asked that I speak to his wife, that she was upset about an incident, which happened in sju airport. Mrs X was seated and she was crying. Passenger was in somewhat of a hysteria, and all I could comprehend was that they had an encounter with an air carrier employee that would not lift a bag that was too heavy for her, and somewhere along the line, had nicked her leg with the bag. Mr X said they were very upset at how they were treated, and inquired about a first class upgrade. I expressed my concern and said I would return during the flight, as I wanted a full report to document the situation, as I was concerned about their having an enjoyable experience with our company. I then briefed with flight attendants to offer the couple complimentary headsets and alcoholic beverages if they so desired, and that I would return to complete a report of the incident.

Original NASA ASRS Text

Title: A B757 #1 FLT ATTENDANT RPTED THAT A COUPLE BECAME INTOXICATED AND ABUSIVE DURING A FLT FROM SJU TO FLL.

Narrative: SHORTLY AFTER PAX MR AND MRS X, BOARDED ACFT, MR X APCHED ME IN THE FIRST CLASS GALLEY AND ASKED THAT I SPEAK TO HIS WIFE, THAT SHE WAS UPSET ABOUT AN INCIDENT, WHICH HAPPENED IN SJU ARPT. MRS X WAS SEATED AND SHE WAS CRYING. PAX WAS IN SOMEWHAT OF A HYSTERIA, AND ALL I COULD COMPREHEND WAS THAT THEY HAD AN ENCOUNTER WITH AN ACR EMPLOYEE THAT WOULD NOT LIFT A BAG THAT WAS TOO HVY FOR HER, AND SOMEWHERE ALONG THE LINE, HAD NICKED HER LEG WITH THE BAG. MR X SAID THEY WERE VERY UPSET AT HOW THEY WERE TREATED, AND INQUIRED ABOUT A FIRST CLASS UPGRADE. I EXPRESSED MY CONCERN AND SAID I WOULD RETURN DURING THE FLT, AS I WANTED A FULL RPT TO DOCUMENT THE SIT, AS I WAS CONCERNED ABOUT THEIR HAVING AN ENJOYABLE EXPERIENCE WITH OUR COMPANY. I THEN BRIEFED WITH FLT ATTENDANTS TO OFFER THE COUPLE COMPLIMENTARY HEADSETS AND ALCOHOLIC BEVERAGES IF THEY SO DESIRED, AND THAT I WOULD RETURN TO COMPLETE A RPT OF THE INCIDENT.

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 B757 #1 flight attendant reported that a couple became intoxicated and abusive during a flight from sju to fll.