Deviation / Discrepancy - Procedural Published Material / Policy; Flight Deck / Cabin / Aircraft Event Passenger Misconduct
Flight Crew Took Evasive Action
Procedure; Company Policy; Human Factors
During boarding; I approached passenger to confirm that she was aware that her dog had to be enclosed in the carrier and stowed under the seat on the aircraft. She stated that they flew often with their dog and knew what to do. Cabin pet continued to be in unzipped carrier. Customer Service was called and the couple heard him out; but was still out of compliance. A Manager was called to speak to the passenger in the row ahead because he was believed to be under the influence of alcohol. After this brief; it was determined that he was safe for transport; but the couple behind still did not stow their dog under the seat. At this point I asked that the Captain have them removed. Consequently; they were very angry. I believe that the gentleman was under the influence of alcohol; as well as the passenger in front and nearby. The passenger nearby made lunging gestures while he screamed at me on takeoff roll. He was lunging at me with his pillow while his wife tried to calm him. I would say that he was impaired by alcohol and he was part of the party who was removed for failure to stow their cabin pet. I felt very threatened by the passenger. The C Flight Attendant took over my first class duties. I traded jump seats with the B Flight Attendant for landing. We did not issue passenger misconduct because the passenger was so volatile and we feared pushing him further. I performed the C Flight Attendant duties for the flight. The Flight Attendant who took over for me advised me to stay clear of the forward cabin. I felt that the tone of the First Class Cabin was extremely hostile because many were friends with the couple who were removed. I felt sick and fearful for the flight after the passenger threatened me. I considered hiding in the lavatory should he come after me. He spent part of the flight at in the aisle at over wing conversing with his sister. When she heard that there had been a problem she asked if he had been drinking. The Flight Attendant who took over in First Class said that he later apologized to her and that he changed considerably. I tried to maintain calm and professionalism; but I could not stop shaking or calm my stomach the duration of the flight. I am afraid to leave my hotel room for fear that someone should be waiting for me downstairs. I know that this is somewhat irrational; but I am fearful and panicked after this incident. I was nervous exiting the airport and passing our passengers at baggage claim. A man waiting at the bottom of the escalator told me that he was in [the group] and 'not to worry;' as I was just doing my job. We also encountered clear air turbulence on final (I secured myself on the floor at Row 6 and a bird strike on final approach.)One problem is that we offer a pre-departure beverage (alcohol) when we have not had the chance to evaluate passengers seated in first class. It is often not until you have served a pre-departure cocktail that you have had enough interaction to question signs of intoxication. On this flight I served a glass of wine to [the threatening passenger]; a beer to [the passenger first suspected to be under the influence] and a gin and tonic to [another in the party]; whom was in the lavatory for part of boarding I believe. The situation and passengers seemed controlled when these beverages were offered. Not knowing what they had had to drink prior to boarding; there was no frame of reference for alcohol serving guidelines. After the events with [two of the party members]; I suspect that the pre-departure beverage contributed to the problems we had with these passengers.
After having a threatening; non-conforming passenger removed; the A Flight Attendant assumed the aft C Flight Attendant duties because she felt threatened by other members of removed passenger's party.