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An F100 flight attendant reported that a passenger who was hostile during boarding, whose name could not be verified, who refused to show her identify, who refused to produce a boarding pass, was allowed to stay on the aircraft by the gate agent and captain.
| Attributes | |
| ACN | 602605 |
| Time | |
| Date | 200312 |
| Day | Mon |
| Place | |
| Locale Reference | airport : dca.airport |
| State Reference | DC |
| Altitude | agl single value : 0 |
| Aircraft 1 | |
| Operator | common carrier : air carrier |
| Make Model Name | Fokker 100 |
| Operating Under FAR Part | Part 121 |
| Flight Phase | 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 : 5 |
| Experience | flight attendant time airline total : 12 flight attendant time total : 12 flight attendant time type : 25 |
| ASRS Report | 602605 |
| Person 2 | |
| Function | observation : passenger other personnel other |
| Events | |
| Anomaly | cabin event : passenger misconduct non adherence : published procedure |
| Independent Detector | other other : 1 |
| Resolutory Action | none taken : anomaly accepted |
| Consequence | other |
| Supplementary | |
| Problem Areas | Passenger Human Performance Company Flight Crew Human Performance |
| Primary Problem | Passenger Human Performance |
Narrative:
Passenger became verbally abusive during boarding. She was angry because her seat was in aft of aircraft. She ordered me to do something about her seat. She was irrational and hostile. I was busy with my own preflight duties and told her she still had time to talk to agent. This comment from me irritated her even more. She became even more irrational and hostile. I asked my co-worker to talk to her. Passenger still irrational and angry. She needed seatbelt extension. When this was handed to her, she threw it back at us. My co-worker and I decided this passenger must be removed. We got the agents involved and captain. All spoke to her. Passenger refused to show identify or boarding pass. The name she gave us was not found on agent's paperwork. In spite of this, she was allowed to stay on board by agents and pilots. Passenger threatened to sue company because she was obese and we were discriminating because of her weight. We believe she was a non-revenue passenger.
Original NASA ASRS Text
Title: AN F100 FLT ATTENDANT RPTED THAT A PAX WHO WAS HOSTILE DURING BOARDING, WHOSE NAME COULD NOT BE VERIFIED, WHO REFUSED TO SHOW HER IDENT, WHO REFUSED TO PRODUCE A BOARDING PASS, WAS ALLOWED TO STAY ON THE ACFT BY THE GATE AGENT AND CAPT.
Narrative: PAX BECAME VERBALLY ABUSIVE DURING BOARDING. SHE WAS ANGRY BECAUSE HER SEAT WAS IN AFT OF ACFT. SHE ORDERED ME TO DO SOMETHING ABOUT HER SEAT. SHE WAS IRRATIONAL AND HOSTILE. I WAS BUSY WITH MY OWN PREFLT DUTIES AND TOLD HER SHE STILL HAD TIME TO TALK TO AGENT. THIS COMMENT FROM ME IRRITATED HER EVEN MORE. SHE BECAME EVEN MORE IRRATIONAL AND HOSTILE. I ASKED MY CO-WORKER TO TALK TO HER. PAX STILL IRRATIONAL AND ANGRY. SHE NEEDED SEATBELT EXTENSION. WHEN THIS WAS HANDED TO HER, SHE THREW IT BACK AT US. MY CO-WORKER AND I DECIDED THIS PAX MUST BE REMOVED. WE GOT THE AGENTS INVOLVED AND CAPT. ALL SPOKE TO HER. PAX REFUSED TO SHOW IDENT OR BOARDING PASS. THE NAME SHE GAVE US WAS NOT FOUND ON AGENT'S PAPERWORK. IN SPITE OF THIS, SHE WAS ALLOWED TO STAY ON BOARD BY AGENTS AND PLTS. PAX THREATENED TO SUE COMPANY BECAUSE SHE WAS OBESE AND WE WERE DISCRIMINATING BECAUSE OF HER WT. WE BELIEVE SHE WAS A NON-REVENUE PAX.
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.