A B757 FLT ATTENDANT RPTED THAT 2 PAX REFUSED TO KEEP THEIR DOGS IN THEIR KENNELS UNDER THEIR SEATS IN FIRST CLASS.

2003-12 · NASA ASRS report 602967

Date: 2003-12 · Aircraft: B757 Undifferentiated or Other Model · Phase: ground

Anomalies: deviation-discrepancy-procedural-far|deviation-discrepancy-procedural-published-material-policy|flight-deck-cabin-aircraft-event-passenger-misconduct

Synopsis

A B757 FLT ATTENDANT RPTED THAT 2 PAX REFUSED TO KEEP THEIR DOGS IN THEIR KENNELS UNDER THEIR SEATS IN FIRST CLASS.

Narrative

DURING BOARDING AT LGB; FLT ATTENDANT #3 NOTICED THAT BOTH PAX IN FIRST CLASS ROW HAD PETS; AND THAT THEY WERE OUT OF THEIR CAGES. HE THEN ADVISED THEM OF THE RULES AND ASKED THEM TO PLEASE COMPLY; AND THEY SAID THAT THEY WOULD. PRIOR TO DEP; I HAD A FEW MINS; SO I TOOK MY MEAL PREFERENCES FORWARD TO AFT. WHEN I GOT TO THEIR SEATS; I NOTICED THAT THE DOGS WERE STILL OUT; SO I ADVISED THEM ONCE MORE. THEY SAID 'OK; I KNOW!' I WALKED AWAY ASSUMING THEY WOULD COMPLY AFTER THE SECOND REQUEST. DURING THE NEXT 1 1/2 HRS; BOTH OF US ASKED THEM SEVERAL MORE TIMES TO PLEASE PUT THEM AWAY. THEY NEVER DID! I EVEN TOLD THEM THAT I ALSO HAD DOGS AND LOVED THEM; BUT IT WAS JUST THE RULES. HE BECAME IRATE AND STARTED YELLING THAT HE BOUGHT FIRST CLASS TICKETS INSTEAD OF COACH JUST SO HE COULD KEEP THEM OUT! I EXPLAINED TO HIM VERY POLITELY THAT IT DID NOT MATTER WHICH CABIN HE WAS IN. I THEN FIRMLY TOLD HIM TO PUT THEM IN THE CAGES NOW! HE SAID; 'OH; SO YOU'RE JUST GOING TO STAND THERE AND WATCH ME?' I SAID; 'YOU HAVE 5 MINS;' AND WALKED AWAY. APPROX 30 MINS LATER; THE #3 FLT ATTENDANT NOTICED THAT BOTH PETS WERE STILL OUT OF THE CAGES. HE THEN ADVISED ME THAT HE WAS GOING TO FILL OUT THE PAX DISTURBANCE RPT; ISSUE THE WARNING; AND GET THE CAPT INVOLVED. AS FLT ATTENDANT #3 ISSUED THE WRITTEN WARNING TO MR X; I APCHED AND STOOD BESIDE THEM. MR X THEN BECAME VERY ANGRY AND DEFIANT. HE STARTED YELLING; 'LAND THE PLANE; I DON'T CARE WHAT YOU DO!' AFTER ASKING FOR COMPLIANCE IMMEDIATELY; MR X WADDED UP THE WARNING AND THREW IT. HE THEN YELLED TO ME; 'STEWARDESS; GET AWAY FROM ME NOW!' AFTER DISCUSSING THE PROB WITH THE CAPT; WE DETERMINED THAT THIS WAS NO LONGER A DOG ISSUE; BUT A NON COMPLIANCE AND INTERFERING WITH FLT CREW ISSUE. THIS PAX WAS NOT GOING TO COMPLY WITH ANY REQUEST WE HAD OF HIM; INCLUDING SAFETY RELATED REQUESTS THE REST OF THE FLT! I THEN APCHED MR X AGAIN AND TRIED TO EXPLAIN THE SEVERITY OF THE NON COMPLIANCE PROB OF WHICH THE CAPT AND I HAD JUST DISCUSSED. HE DID NOT WANT TO LISTEN; AND TOLD ME TO GET OUT OF HIS FACE! AFTER INFORMING THE CAPT OF MR X'S REACTION; HE TOLD ME HE WOULD HAVE THE POLICE MEET THE FLT IN NEW YORK. EVEN THOUGH MR X WAS NON COMPLIANT AND TOOK OUR FOCUS OFF OF ALL OTHER PAX AND POTENTIAL PROBS; BOTH THE #3 FLT ATTENDANT AND MYSELF MANAGED TO STAY PROFESSIONAL AND COURTEOUS TO ALL; THE ENTIRE FLT! UPON ARR AT JFK; THE CAPT MET AND ESCORTED BOTH PAX OFF THE ACFT AND INTO THE JETBRIDGE WHERE THE PORT AUTH AND NYC POLICE WERE WAITING. I STAYED AT THE ACFT DOOR WHILE THE REST OF THE CREW WENT TO THE GATE AREA. I THEN GAVE THE POLICE AND STATION MGR A COPY OF THE DISTURBANCE RPT AND ANSWERED SOME QUESTIONS. AFTER ABOUT 30 MINS; THE CAPT TOLD ME HE WAS HANDLING IT NOW AND NOT TO WORRY. HE THEN TOLD ME IT WAS OK TO LEAVE FOR MY LAYOVER.

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

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