A B777 CABIN CREW; ENRTE TO RJAA (JAPAN); WERE CONFRONTED BY AN UNRULY PAX.

Date: 2001-12 · Aircraft: B777 Undifferentiated or Other Model · Phase: cruise

Anomalies: deviation-discrepancy-procedural-published-material-policy|deviation-discrepancy-procedural-far|flight-deck-cabin-aircraft-event-passenger-misconduct|other-alcohol-related-pax-struck-fa-in-the-back

Synopsis

A B777 CABIN CREW; ENRTE TO RJAA (JAPAN); WERE CONFRONTED BY AN UNRULY PAX.

Narrative

ANOTHER FLT ATTENDANT AND I WERE SELLING DUTY FREE FROM A CART IN THE MAIN CABIN; L-HAND SIDE. WE CAME UPON A PAX WHO SMELLED STRONGLY OF ALCOHOL AND SEEMED INTOXICATED. HE WAS INTERESTED IN PURCHASING DUTY FREE BUT WAS NOT SATISFIED WITH THE SELECTION OFFERED. HE CONTINUALLY ASKED FOR SPECIFIC ITEMS WHICH WE DO NOT CARRY AND BECAME MORE AND MORE IRATE WHEN TOLD WE COULD NOT SELL HIM THOSE ITEMS. HE STATED THAT WE HAD RUINED HIS CHRISTMAS BY NOT HAVING THE APPROPRIATE ITEMS. THE OTHER FLT ATTENDANT I WAS WORKING WITH PATIENTLY AND KINDLY ATTEMPTED TO OFFER SUBSTITUTE ITEMS BUT HE JUST SLAPPED THE CATALOGUE AWAY AND SAID OUR SELECTION WAS POOR. HE WAS GETTING MORE AND MORE BELLIGERENT AND LOUDER AND LOUDER SO WE DECIDED TO MOVE ON WITH THE CART. THE PAX STATED HE WOULDN'T BUY ANYTHING AT ALL SINCE WE DIDN'T HAVE ALL THE CORRECT ITEMS. WE BEGAN INQUIRING WHETHER OTHERS DESIRED DUTY FREE WHEN THE PAX TURNED AROUND AND CALLED THE OTHER FLT ATTENDANT A 'BITCH' LOUDLY AND THEN PROCEEDED TO HIT HER IN THE BACK. WHEN WE CONTINUED MOVING THE CART TOWARDS THE BACK; HE SCREAMED 'F...BITCH.' ANOTHER FLT ATTENDANT IN THE AFT GALLEY HEARD THE COMMOTION AND CONTACTED THE PURSER. ALTHOUGH THE PAX APPEARED DRUNK; THE FLT ATTENDANTS WORKING MAIN CABIN SAID HE HAD ONLY HAD A COUPLE OF DRINKS. I DO NOT KNOW WHETHER IT WAS EVER DISCOVERED IF HE HAD HIS OWN BOTTLE Or NOT. THE PURSER TALKED WITH HIM AND MADE HIM APOLOGIZE TO THE FLT ATTENDANT. HE WAS DENIED ANY FURTHER ALCOHOL. I BELIEVE HE WAS MET AT THE GATE IN TOKYO; ALTHOUGH HIS INTEREST IN DOING SO HAD WANED ONCE HE BECAME SOBER. THE FLT ATTENDANT ON THE DUTY FREE CART WITH ME WHO HAD ALL THE INTERACTION WITH THIS PAX DID A GREAT JOB OF REMAINING CALM AND PATIENT DURING THE WHOLE INCIDENT. SHE EVEN TRIED SOME HUMOR TO CALM THE MAN DOWN. SHE WENT ABOVE THE CALL OF DUTY IN TRYING TO ASSIST HIM WITH ALTERNATIVE PURCHASES. THE ONLY TIME SHE GOT FIRM WITH HIM IS AFTER HE HIT HER; AT WHICH TIME SHE INSTRUCTED HIM NOT TO TOUCH HER.

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Source: NASA Aviation Safety Reporting System (public domain). Reports are voluntary submissions and are not verified by NASA.