Narrative:

Once passenger and her husband boarded the aircraft in chicago, she was asked to please stow all luggage. She refused and stated 'oh sweetheart, you can do it.' I continued with my duties as purser and first class responsibilities assisting all other passenger and flight attendants. After 5-8 mins passed, I found female passenger had still not stowed any of her belongings and had another first class passenger sitting on ottoman. I advised him that 'in a few mins' he would have to return to his seat for taxi out and takeoff. The female passenger said 'he will stay here and you can't make him leave.' he said he would move, and was very cooperative and gracious about complying. After male passenger left, she followed him to his seat. I then stowed all her carry-on baggage. I proceeded to tell female passenger that she must take her seat. She refused. Cabin door closed. I made prepare for departure PA. I asked her again to situation down. She said 'leave us alone, this is my brother.' I went to cockpit to advise that passenger were up in business class and 1 passenger in first class that 'cabin was not ready.' after the captain made a PA that all passenger must take their seats, that's when the female passenger complied. I did a final walk-through before takeoff. Passenger still had not fastened her seatbelt. I asked her again to comply. We then were advised, 'next in line for takeoff, flight attendants prepare for takeoff.' I took my jumpseat at 1L. Once beverage service began, the male passenger came back and sat with her on her ottoman. I advised him to please fasten his seatbelt. He complied. I asked the female passenger to fasten her seatbelt. She blatantly refused. Once again she took my left hand (this time) pulling it towards her left upper forearm stating that 'you (meaning me) are to leave us alone.' the male passenger rolled his eyes and vehemently denied he was her brother. He said 'I met she and her husband in a bar at the airport.' she then proceeded to take her right stocking foot and rub it up the center of the male passenger's leg. He then said that he would fasten her seatbelt, in which I thanked him. Turbulence struck after dinner service. I asked the male passenger to please return to his seat. He did. She followed. I asked her to please take her seat and fasten her seatbelt. She refused. I asked again, she complied but refused to fasten seatbelt. I proceeded to galley to answer call from captain. I called other galleys and advised of continuing turbulence. I then assisted flight attendants #5 and #6 to latch and secure first class galley. My #6 flight attendant stated that the female passenger was up out of her seat walking back and forth to business class galley. Flight attendant #6 asked her to be seated and fasten her seatbelt. Passenger complied! But only for about 20 seconds. Business class galley flight attendant spoke to her and passenger sat down. About 1 min later, passenger was up again. All of this time, captain was witnessing from crew rest. I advised him of situation. I told him that the situation prevented first class and business class meal services to be accomplished, as she was beginning to shout and getting hostile. I returned to the female passenger to ask her to please remain seated with seatbelt fastened for her own safety. She then turned around to face me, taking her right hand and grabbing between my legs, pulling me towards her. I felt intense pain to my testicles and felt her finger tear the crotch of my pants and pulling me closer. She then took her left hand and scratched my left arm above my wrist (drawing blood). She laughed loudly. The captain then came over to talk with her. I went to lavatory to check for injuries, which I found 4. When out of lavatory, did not see the female passenger or the captain. I was told by #4 flight attendant that they were in business class galley. Flight attendant #4 said captain told her to stop yelling, situation down, or else plane will land. After I reached business class, I asked business class flight attendants who her husband was. Her husband was in business class. I asked captain if he wanted me to awaken her husband. Captain replied yes. Once I escorted her husband to business class galley, the female passenger began screaming at him, hitting him, scratching him. I asked her husband if she was on medication. He said 'no.' he was very cooperative and extremely apologetic to all of us in business class galley. The female passenger then told her husband she was 'having an affair with a spanish man.' her husband still insisted she calm down and he tried to hold her. She then became very hostile, looked at me and said she was 'going to sue me or kill me.' at that point, 3 other flight attendants, the captain and myself flex-cuffed her. I then paged (at captain's request) for an 'md, do, rn, lpn, paramedic.' an rn responded. He immediately stated that she appeared to be psychotic as she also threatened him. A doctor, who was an md, came and observed her and asked me if we had a medical kit. One of the flight attendants had already brought the enhanced medical kit, regular medical kit, and aed from first class galley. The doctor tried to calm and work with passenger. The doctor turned to me and stated 'she is acutely psychotic. I need to see what is in the enhanced medical kit.' doctor stated that it should be a injection for fast results, as her behavior was turning 'malicious.' doctor administered, by injection, 10 mg of diazepam. After about 12-15 mins with no results, doctor injected 5 mg more -- total 15 mg of diazepam. Female passenger continued to scream and yell for 45 mins to an hour. She then began to 'stabilize' (doctor's words). We reseated her in first class with another nurse and a flight attendant who were watching and sitting with her. I filled out 'in-flight disturbance report.' I was called to cockpit by captain. He shared with me an ACARS message that stated 'passenger's husband is very frequent flier.' I asked the captain 'what does this have to do with his wife's situation of threats, intimidations, physical pulling and hitting?' captain said that 'customer service probably wants us to know how much her husband flies with our company.' I again stated that the ACARS message was not relevant to situation. I stated that 'I perceived it as a threat from company management not to proceed with having the flight met.' I told captain I would advise crew (flight attendants) of message and that I wanted a copy. The flight landed in egll without incident. London police and paramedics met flight. The flight attendants, including myself, decided not to press charges as a result of company's interference and what was perceived to be threatening if we were to file. We were, and still are, afraid that the company will possibly discipline us or even fire/terminate us for reporting an incident which involved a high volume frequent flyer. The husband was always cordial and apologetic, never mentioning that he would take his business elsewhere. Simply put, it is my opinion that company was not going to back us, that company was discouraging us from pressing charges. Company's intimidation tactics worked! We did not file charges. Supplemental information from acn 604607: all flight attendants in business class agreed she seemed to have a mental problem and flight attendant put away all glass in the galley as a precaution. Purser informed me she hurt him and told us to get our handcuffs out. Her husband from business class was with her at this time and she scratched him to the point you could see blood. The male nurse stayed with her for over 1 hour and following doctor's recommendations. Supplemental information from acn 604608: the passenger came flying down the aisle to her husband screaming and yelling and hitting him. That's when flight attendant #2 took my flex cuffs and put them on her with the help of flight attendant #6. I put myself out in the cabin, walking through telling passenger the situation was under control and not worry. All this time she was yelling and screaming awful things to her husband and crying. Supplemental information from acn 604610: I was walking from coach cabin to business class. I asked if I could be of any assistance. I took the flex cuffs from #8 flight attendant and stood by ready to restrain the passenger. The purser said to do it and I cuffed the passenger. A medical doctor was paged. Ireturned to my cabin for the remainder of the flight. Supplemental information from acn 604613: she was never completely coherent. She ranted and raved about various topics which made little or no sense. The whole crew was shocked when we received an ACARS message from dispatch saying that passenger's husband was a vice president for a prominent company. I and the rest of the crew felt that this message was meant to convey to us that passenger should not be arrested or prosecuted. When we arrived in london, the police took statements from several of the crew then let mr and mrs X leave on their own.

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Original NASA ASRS Text

Title: A B777 PURSER AND SEVERAL CABIN CREW MEMBERS RPTED FEMALE PAX'S BEHAVIOR WAS DISRUPTIVE DURING A FLT FROM ORD TO LHR, THAT SHE INJURED 2 FLT ATTENDANTS AND WAS PRONOUNCED AS ACUTELY PSYCHOTIC BY THE ATTENDING PHYSICIAN WHO INJECTED HER WITH DIAZEPAM.

Narrative: ONCE PAX AND HER HUSBAND BOARDED THE ACFT IN CHICAGO, SHE WAS ASKED TO PLEASE STOW ALL LUGGAGE. SHE REFUSED AND STATED 'OH SWEETHEART, YOU CAN DO IT.' I CONTINUED WITH MY DUTIES AS PURSER AND FIRST CLASS RESPONSIBILITIES ASSISTING ALL OTHER PAX AND FLT ATTENDANTS. AFTER 5-8 MINS PASSED, I FOUND FEMALE PAX HAD STILL NOT STOWED ANY OF HER BELONGINGS AND HAD ANOTHER FIRST CLASS PAX SITTING ON OTTOMAN. I ADVISED HIM THAT 'IN A FEW MINS' HE WOULD HAVE TO RETURN TO HIS SEAT FOR TAXI OUT AND TKOF. THE FEMALE PAX SAID 'HE WILL STAY HERE AND YOU CAN'T MAKE HIM LEAVE.' HE SAID HE WOULD MOVE, AND WAS VERY COOPERATIVE AND GRACIOUS ABOUT COMPLYING. AFTER MALE PAX LEFT, SHE FOLLOWED HIM TO HIS SEAT. I THEN STOWED ALL HER CARRY-ON BAGGAGE. I PROCEEDED TO TELL FEMALE PAX THAT SHE MUST TAKE HER SEAT. SHE REFUSED. CABIN DOOR CLOSED. I MADE PREPARE FOR DEP PA. I ASKED HER AGAIN TO SIT DOWN. SHE SAID 'LEAVE US ALONE, THIS IS MY BROTHER.' I WENT TO COCKPIT TO ADVISE THAT PAX WERE UP IN BUSINESS CLASS AND 1 PAX IN FIRST CLASS THAT 'CABIN WAS NOT READY.' AFTER THE CAPT MADE A PA THAT ALL PAX MUST TAKE THEIR SEATS, THAT'S WHEN THE FEMALE PAX COMPLIED. I DID A FINAL WALK-THROUGH BEFORE TKOF. PAX STILL HAD NOT FASTENED HER SEATBELT. I ASKED HER AGAIN TO COMPLY. WE THEN WERE ADVISED, 'NEXT IN LINE FOR TKOF, FLT ATTENDANTS PREPARE FOR TKOF.' I TOOK MY JUMPSEAT AT 1L. ONCE BEVERAGE SVC BEGAN, THE MALE PAX CAME BACK AND SAT WITH HER ON HER OTTOMAN. I ADVISED HIM TO PLEASE FASTEN HIS SEATBELT. HE COMPLIED. I ASKED THE FEMALE PAX TO FASTEN HER SEATBELT. SHE BLATANTLY REFUSED. ONCE AGAIN SHE TOOK MY L HAND (THIS TIME) PULLING IT TOWARDS HER L UPPER FOREARM STATING THAT 'YOU (MEANING ME) ARE TO LEAVE US ALONE.' THE MALE PAX ROLLED HIS EYES AND VEHEMENTLY DENIED HE WAS HER BROTHER. HE SAID 'I MET SHE AND HER HUSBAND IN A BAR AT THE ARPT.' SHE THEN PROCEEDED TO TAKE HER R STOCKING FOOT AND RUB IT UP THE CENTER OF THE MALE PAX'S LEG. HE THEN SAID THAT HE WOULD FASTEN HER SEATBELT, IN WHICH I THANKED HIM. TURB STRUCK AFTER DINNER SVC. I ASKED THE MALE PAX TO PLEASE RETURN TO HIS SEAT. HE DID. SHE FOLLOWED. I ASKED HER TO PLEASE TAKE HER SEAT AND FASTEN HER SEATBELT. SHE REFUSED. I ASKED AGAIN, SHE COMPLIED BUT REFUSED TO FASTEN SEATBELT. I PROCEEDED TO GALLEY TO ANSWER CALL FROM CAPT. I CALLED OTHER GALLEYS AND ADVISED OF CONTINUING TURB. I THEN ASSISTED FLT ATTENDANTS #5 AND #6 TO LATCH AND SECURE FIRST CLASS GALLEY. MY #6 FLT ATTENDANT STATED THAT THE FEMALE PAX WAS UP OUT OF HER SEAT WALKING BACK AND FORTH TO BUSINESS CLASS GALLEY. FLT ATTENDANT #6 ASKED HER TO BE SEATED AND FASTEN HER SEATBELT. PAX COMPLIED! BUT ONLY FOR ABOUT 20 SECONDS. BUSINESS CLASS GALLEY FLT ATTENDANT SPOKE TO HER AND PAX SAT DOWN. ABOUT 1 MIN LATER, PAX WAS UP AGAIN. ALL OF THIS TIME, CAPT WAS WITNESSING FROM CREW REST. I ADVISED HIM OF SIT. I TOLD HIM THAT THE SIT PREVENTED FIRST CLASS AND BUSINESS CLASS MEAL SVCS TO BE ACCOMPLISHED, AS SHE WAS BEGINNING TO SHOUT AND GETTING HOSTILE. I RETURNED TO THE FEMALE PAX TO ASK HER TO PLEASE REMAIN SEATED WITH SEATBELT FASTENED FOR HER OWN SAFETY. SHE THEN TURNED AROUND TO FACE ME, TAKING HER R HAND AND GRABBING BTWN MY LEGS, PULLING ME TOWARDS HER. I FELT INTENSE PAIN TO MY TESTICLES AND FELT HER FINGER TEAR THE CROTCH OF MY PANTS AND PULLING ME CLOSER. SHE THEN TOOK HER LEFT HAND AND SCRATCHED MY L ARM ABOVE MY WRIST (DRAWING BLOOD). SHE LAUGHED LOUDLY. THE CAPT THEN CAME OVER TO TALK WITH HER. I WENT TO LAVATORY TO CHK FOR INJURIES, WHICH I FOUND 4. WHEN OUT OF LAVATORY, DID NOT SEE THE FEMALE PAX OR THE CAPT. I WAS TOLD BY #4 FLT ATTENDANT THAT THEY WERE IN BUSINESS CLASS GALLEY. FLT ATTENDANT #4 SAID CAPT TOLD HER TO STOP YELLING, SIT DOWN, OR ELSE PLANE WILL LAND. AFTER I REACHED BUSINESS CLASS, I ASKED BUSINESS CLASS FLT ATTENDANTS WHO HER HUSBAND WAS. HER HUSBAND WAS IN BUSINESS CLASS. I ASKED CAPT IF HE WANTED ME TO AWAKEN HER HUSBAND. CAPT REPLIED YES. ONCE I ESCORTED HER HUSBAND TO BUSINESS CLASS GALLEY, THE FEMALE PAX BEGAN SCREAMING AT HIM, HITTING HIM, SCRATCHING HIM. I ASKED HER HUSBAND IF SHE WAS ON MEDICATION. HE SAID 'NO.' HE WAS VERY COOPERATIVE AND EXTREMELY APOLOGETIC TO ALL OF US IN BUSINESS CLASS GALLEY. THE FEMALE PAX THEN TOLD HER HUSBAND SHE WAS 'HAVING AN AFFAIR WITH A SPANISH MAN.' HER HUSBAND STILL INSISTED SHE CALM DOWN AND HE TRIED TO HOLD HER. SHE THEN BECAME VERY HOSTILE, LOOKED AT ME AND SAID SHE WAS 'GOING TO SUE ME OR KILL ME.' AT THAT POINT, 3 OTHER FLT ATTENDANTS, THE CAPT AND MYSELF FLEX-CUFFED HER. I THEN PAGED (AT CAPT'S REQUEST) FOR AN 'MD, DO, RN, LPN, PARAMEDIC.' AN RN RESPONDED. HE IMMEDIATELY STATED THAT SHE APPEARED TO BE PSYCHOTIC AS SHE ALSO THREATENED HIM. A DOCTOR, WHO WAS AN MD, CAME AND OBSERVED HER AND ASKED ME IF WE HAD A MEDICAL KIT. ONE OF THE FLT ATTENDANTS HAD ALREADY BROUGHT THE ENHANCED MEDICAL KIT, REGULAR MEDICAL KIT, AND AED FROM FIRST CLASS GALLEY. THE DOCTOR TRIED TO CALM AND WORK WITH PAX. THE DOCTOR TURNED TO ME AND STATED 'SHE IS ACUTELY PSYCHOTIC. I NEED TO SEE WHAT IS IN THE ENHANCED MEDICAL KIT.' DOCTOR STATED THAT IT SHOULD BE A INJECTION FOR FAST RESULTS, AS HER BEHAVIOR WAS TURNING 'MALICIOUS.' DOCTOR ADMINISTERED, BY INJECTION, 10 MG OF DIAZEPAM. AFTER ABOUT 12-15 MINS WITH NO RESULTS, DOCTOR INJECTED 5 MG MORE -- TOTAL 15 MG OF DIAZEPAM. FEMALE PAX CONTINUED TO SCREAM AND YELL FOR 45 MINS TO AN HR. SHE THEN BEGAN TO 'STABILIZE' (DOCTOR'S WORDS). WE RESEATED HER IN FIRST CLASS WITH ANOTHER NURSE AND A FLT ATTENDANT WHO WERE WATCHING AND SITTING WITH HER. I FILLED OUT 'INFLT DISTURBANCE RPT.' I WAS CALLED TO COCKPIT BY CAPT. HE SHARED WITH ME AN ACARS MESSAGE THAT STATED 'PAX'S HUSBAND IS VERY FREQUENT FLIER.' I ASKED THE CAPT 'WHAT DOES THIS HAVE TO DO WITH HIS WIFE'S SIT OF THREATS, INTIMIDATIONS, PHYSICAL PULLING AND HITTING?' CAPT SAID THAT 'CUSTOMER SVC PROBABLY WANTS US TO KNOW HOW MUCH HER HUSBAND FLIES WITH OUR COMPANY.' I AGAIN STATED THAT THE ACARS MESSAGE WAS NOT RELEVANT TO SIT. I STATED THAT 'I PERCEIVED IT AS A THREAT FROM COMPANY MGMNT NOT TO PROCEED WITH HAVING THE FLT MET.' I TOLD CAPT I WOULD ADVISE CREW (FLT ATTENDANTS) OF MESSAGE AND THAT I WANTED A COPY. THE FLT LANDED IN EGLL WITHOUT INCIDENT. LONDON POLICE AND PARAMEDICS MET FLT. THE FLT ATTENDANTS, INCLUDING MYSELF, DECIDED NOT TO PRESS CHARGES AS A RESULT OF COMPANY'S INTERFERENCE AND WHAT WAS PERCEIVED TO BE THREATENING IF WE WERE TO FILE. WE WERE, AND STILL ARE, AFRAID THAT THE COMPANY WILL POSSIBLY DISCIPLINE US OR EVEN FIRE/TERMINATE US FOR RPTING AN INCIDENT WHICH INVOLVED A HIGH VOLUME FREQUENT FLYER. THE HUSBAND WAS ALWAYS CORDIAL AND APOLOGETIC, NEVER MENTIONING THAT HE WOULD TAKE HIS BUSINESS ELSEWHERE. SIMPLY PUT, IT IS MY OPINION THAT COMPANY WAS NOT GOING TO BACK US, THAT COMPANY WAS DISCOURAGING US FROM PRESSING CHARGES. COMPANY'S INTIMIDATION TACTICS WORKED! WE DID NOT FILE CHARGES. SUPPLEMENTAL INFO FROM ACN 604607: ALL FLT ATTENDANTS IN BUSINESS CLASS AGREED SHE SEEMED TO HAVE A MENTAL PROB AND FLT ATTENDANT PUT AWAY ALL GLASS IN THE GALLEY AS A PRECAUTION. PURSER INFORMED ME SHE HURT HIM AND TOLD US TO GET OUR HANDCUFFS OUT. HER HUSBAND FROM BUSINESS CLASS WAS WITH HER AT THIS TIME AND SHE SCRATCHED HIM TO THE POINT YOU COULD SEE BLOOD. THE MALE NURSE STAYED WITH HER FOR OVER 1 HR AND FOLLOWING DOCTOR'S RECOMMENDATIONS. SUPPLEMENTAL INFO FROM ACN 604608: THE PAX CAME FLYING DOWN THE AISLE TO HER HUSBAND SCREAMING AND YELLING AND HITTING HIM. THAT'S WHEN FLT ATTENDANT #2 TOOK MY FLEX CUFFS AND PUT THEM ON HER WITH THE HELP OF FLT ATTENDANT #6. I PUT MYSELF OUT IN THE CABIN, WALKING THROUGH TELLING PAX THE SIT WAS UNDER CTL AND NOT WORRY. ALL THIS TIME SHE WAS YELLING AND SCREAMING AWFUL THINGS TO HER HUSBAND AND CRYING. SUPPLEMENTAL INFO FROM ACN 604610: I WAS WALKING FROM COACH CABIN TO BUSINESS CLASS. I ASKED IF I COULD BE OF ANY ASSISTANCE. I TOOK THE FLEX CUFFS FROM #8 FLT ATTENDANT AND STOOD BY READY TO RESTRAIN THE PAX. THE PURSER SAID TO DO IT AND I CUFFED THE PAX. A MEDICAL DOCTOR WAS PAGED. IRETURNED TO MY CABIN FOR THE REMAINDER OF THE FLT. SUPPLEMENTAL INFO FROM ACN 604613: SHE WAS NEVER COMPLETELY COHERENT. SHE RANTED AND RAVED ABOUT VARIOUS TOPICS WHICH MADE LITTLE OR NO SENSE. THE WHOLE CREW WAS SHOCKED WHEN WE RECEIVED AN ACARS MESSAGE FROM DISPATCH SAYING THAT PAX'S HUSBAND WAS A VICE PRESIDENT FOR A PROMINENT COMPANY. I AND THE REST OF THE CREW FELT THAT THIS MESSAGE WAS MEANT TO CONVEY TO US THAT PAX SHOULD NOT BE ARRESTED OR PROSECUTED. WHEN WE ARRIVED IN LONDON, THE POLICE TOOK STATEMENTS FROM SEVERAL OF THE CREW THEN LET MR AND MRS X LEAVE ON THEIR OWN.

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.