A B737-300 PIC RPT ON A HYSTERICAL PAX THAT WAS CARRIED FROM ORD TO MCI ON THE ASSURANCES TO THE CAPT BY A CUSTOMER SVC REPRESENTATIVE THAT ALL WAS WELL PRIOR TO DEP FROM ORD; IL.

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PRIOR TO DEP; ORD CUSTOMER SVC REPRESENTATIVE ADVISED THAT THERE HAD BEEN A PROB WITH A PAX AT CHK-IN DUE TO A LANGUAGE PROB AND I WAS ASSURED THAT IT WAS RESOLVED AND THAT THE PAX HAD CALMED DOWN WITH NO FURTHER PROB. I ELECTED TO ACCEPT THE PAX BASED ON THAT ASSURANCE; AND PURSER AGREEMENT. AFTER DEP; THE PAX ACTED IRRATIONALLY AND BEGAN SCREAMING IN THE COACH CABIN. I COORDINATED WITH THE PURSER AND ARRANGED FOR A FORMER POLICE OFFICER TO HAVE RESTRAINTS IF NECESSARY. PIC ADVISED DISPATCH AND SINCE THE PAX REMAINED IN HER SEAT; CONTINUED FOR THE SHORT FLT TO MCI. UPON ARR; CUSTOMER SVC REPRESENTATIVE ATTEMPTED TO COMMUNICATE UNSUCCESSFULLY AND I REQUESTED THE POLICE TO ASSIST SINCE THE PAX APPEARED TO BE IN NEED OF HELP. AFTER LNDG; IT WAS DISCOVERED THAT THE POLICE HAD BEEN AT THE GATE IN ORD AND THAT THE PAX HAD BEEN ACTING STRANGELY IN THE TERMINAL AREA AND THAT HER BOOKING WAS MILANO; ORD; MCI; AND BACK THE FOLLOWING AFTERNOON. AS THE CAPT; I CALLED DISPATCH AND ADVISED DISPATCH WITH THE RECOMMENDATION THAT THE PAX NOT BE ACCEPTED FOR TRAVEL ON OUR ACR. DUE TO THE EFFECT OF FRIGHTENING THE OTHER PAX AND THIS WAS DONE. ALSO; THE CUSTOMER SVC REPRESENTATIVE IN ORD WAS CLRLY WRONG IN PUSHING THIS PAX OFF ON THE CREW AND I WILL CONSIDER THE CUSTOMER SVC REPRESENTATIVE OPINION ON PAX CONDITION TO BE OF LITTLE VALUE IN THE FUTURE.