Narrative:

Flight attendant #7 came to first class to tell me that passenger in business class had grabbed her arm and repeatedly thrust her opened palm of her hand into flight attendant #7's face due to the fact that flight attendant #7 had told her that she had no extra butter to give to her daughter. I went back and informed passenger that she was not to touch any member of my crew at which time passenger thrust the palm of her hand at my face. I repeated 2 more times in a loud, stern voice that she was not to touch any member of my crew for any reason, whatsoever. She calmed down and asked me to listen to her. She tried to turn it around and accused flight attendant #7 of grabbing her. Passenger sitting behind problem passenger was shaking his head 'no' and pointing at passenger, meaning 'she did it.' I apologized to passenger that, indeed, we had no extra butter and informed her that if this continued, I would have to have another flight attendant serve her. No further incident on board. On the ground, I looked at passenger's pnr and saw in the record that she had been verbally abusing a reservation agent. Her husband and daughter were traveling with her under different names. In husband's record, it also noted abrupt conversation with reservation agent involving an upgrade.

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Original NASA ASRS Text

Title: A B777 FLT ATTENDANT IN CHARGE RPTED THAT ONE OF HER FLT ATTENDANTS WAS ACCOSTED BY AN ANGRY PAX WHO DEMANDED, BUT DID NOT RECEIVE, EXTRA SVC DURING A FLT FROM EGLL TO ORD.

Narrative: FLT ATTENDANT #7 CAME TO FIRST CLASS TO TELL ME THAT PAX IN BUSINESS CLASS HAD GRABBED HER ARM AND REPEATEDLY THRUST HER OPENED PALM OF HER HAND INTO FLT ATTENDANT #7'S FACE DUE TO THE FACT THAT FLT ATTENDANT #7 HAD TOLD HER THAT SHE HAD NO EXTRA BUTTER TO GIVE TO HER DAUGHTER. I WENT BACK AND INFORMED PAX THAT SHE WAS NOT TO TOUCH ANY MEMBER OF MY CREW AT WHICH TIME PAX THRUST THE PALM OF HER HAND AT MY FACE. I REPEATED 2 MORE TIMES IN A LOUD, STERN VOICE THAT SHE WAS NOT TO TOUCH ANY MEMBER OF MY CREW FOR ANY REASON, WHATSOEVER. SHE CALMED DOWN AND ASKED ME TO LISTEN TO HER. SHE TRIED TO TURN IT AROUND AND ACCUSED FLT ATTENDANT #7 OF GRABBING HER. PAX SITTING BEHIND PROB PAX WAS SHAKING HIS HEAD 'NO' AND POINTING AT PAX, MEANING 'SHE DID IT.' I APOLOGIZED TO PAX THAT, INDEED, WE HAD NO EXTRA BUTTER AND INFORMED HER THAT IF THIS CONTINUED, I WOULD HAVE TO HAVE ANOTHER FLT ATTENDANT SERVE HER. NO FURTHER INCIDENT ON BOARD. ON THE GND, I LOOKED AT PAX'S PNR AND SAW IN THE RECORD THAT SHE HAD BEEN VERBALLY ABUSING A RESERVATION AGENT. HER HUSBAND AND DAUGHTER WERE TRAVELING WITH HER UNDER DIFFERENT NAMES. IN HUSBAND'S RECORD, IT ALSO NOTED ABRUPT CONVERSATION WITH RESERVATION AGENT INVOLVING AN UPGRADE.

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.