Narrative:

During boarding I was in the aft galley alone preparing inserts when passenger; ms Y; started yelling at me that her seat cushion was wet. I stepped towards her and she threw the seat cushion at my feet. I said 'please; don't throw the seat cushion at my feet.' I then told her; 'we are aware of the situation; and are in the process of fixing the problem. In the meantime....' I reached for a blanket and said 'while you're waiting here's a blanket to cover the wet spot.' she and mr X started screaming; 'we paid good money; how dare you ask me to situation on a wet cushion; etc.' I said 'this is just temporary till a new cushion arrives.' they continued to scream at me above my voice. I said; 'ok; stand here.' I continued working in galley till mr X started screaming about the situation again. I turned around and he threw the seat cushion at me and hit me. Startled; I again started to explain. They would not listen. Ms Y asked for my name. I told her. She wanted my last name. I said 'absolutely not.' she started threatening me that she would have my job; that airline people were not allowed to talk to her this way; and that I would hear about this. I said 'I would be more than happy to answer her letter. I've been a flight attendant for 20 yrs and that I was not scared of that.' she said 'I should be scared.' and I said 'I'm not.' I then called the purser; mr Z; who came back. They were unreasonable with him. I asked that they be taken off. He talked to captain and gate agents. They asked them for an apology. I said that would not be ok. I felt threatened; they were both physically and verbally abusive. They were taken to jetbridge. When they were told they were going to be taken off; then they tried to apologize but I was not comfortable with that. The captain decided to remove them. Operations was contacted and agreed; along with gate agents. They and their 4 other traveling companions were removed. Passenger mr west and his wife came forward and said they witnessed the whole situation and said they were out of line.

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Original NASA ASRS Text

Title: A B757 FLT ATTENDANT RPTS 2 PAX WHO VERBALLY AND PHYSICALLY ABUSED HER WERE REMOVED FROM THE FLT.

Narrative: DURING BOARDING I WAS IN THE AFT GALLEY ALONE PREPARING INSERTS WHEN PAX; MS Y; STARTED YELLING AT ME THAT HER SEAT CUSHION WAS WET. I STEPPED TOWARDS HER AND SHE THREW THE SEAT CUSHION AT MY FEET. I SAID 'PLEASE; DON'T THROW THE SEAT CUSHION AT MY FEET.' I THEN TOLD HER; 'WE ARE AWARE OF THE SITUATION; AND ARE IN THE PROCESS OF FIXING THE PROB. IN THE MEANTIME....' I REACHED FOR A BLANKET AND SAID 'WHILE YOU'RE WAITING HERE'S A BLANKET TO COVER THE WET SPOT.' SHE AND MR X STARTED SCREAMING; 'WE PAID GOOD MONEY; HOW DARE YOU ASK ME TO SIT ON A WET CUSHION; ETC.' I SAID 'THIS IS JUST TEMPORARY TILL A NEW CUSHION ARRIVES.' THEY CONTINUED TO SCREAM AT ME ABOVE MY VOICE. I SAID; 'OK; STAND HERE.' I CONTINUED WORKING IN GALLEY TILL MR X STARTED SCREAMING ABOUT THE SITUATION AGAIN. I TURNED AROUND AND HE THREW THE SEAT CUSHION AT ME AND HIT ME. STARTLED; I AGAIN STARTED TO EXPLAIN. THEY WOULD NOT LISTEN. MS Y ASKED FOR MY NAME. I TOLD HER. SHE WANTED MY LAST NAME. I SAID 'ABSOLUTELY NOT.' SHE STARTED THREATENING ME THAT SHE WOULD HAVE MY JOB; THAT AIRLINE PEOPLE WERE NOT ALLOWED TO TALK TO HER THIS WAY; AND THAT I WOULD HEAR ABOUT THIS. I SAID 'I WOULD BE MORE THAN HAPPY TO ANSWER HER LETTER. I'VE BEEN A FLT ATTENDANT FOR 20 YRS AND THAT I WAS NOT SCARED OF THAT.' SHE SAID 'I SHOULD BE SCARED.' AND I SAID 'I'M NOT.' I THEN CALLED THE PURSER; MR Z; WHO CAME BACK. THEY WERE UNREASONABLE WITH HIM. I ASKED THAT THEY BE TAKEN OFF. HE TALKED TO CAPT AND GATE AGENTS. THEY ASKED THEM FOR AN APOLOGY. I SAID THAT WOULD NOT BE OK. I FELT THREATENED; THEY WERE BOTH PHYSICALLY AND VERBALLY ABUSIVE. THEY WERE TAKEN TO JETBRIDGE. WHEN THEY WERE TOLD THEY WERE GOING TO BE TAKEN OFF; THEN THEY TRIED TO APOLOGIZE BUT I WAS NOT COMFORTABLE WITH THAT. THE CAPT DECIDED TO REMOVE THEM. OPS WAS CONTACTED AND AGREED; ALONG WITH GATE AGENTS. THEY AND THEIR 4 OTHER TRAVELING COMPANIONS WERE REMOVED. PAX MR W AND HIS WIFE CAME FORWARD AND SAID THEY WITNESSED THE WHOLE SITUATION AND SAID THEY WERE OUT OF LINE.

Data retrieved from NASA's ASRS site as of January 2009 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.