Originally Posted by
Kerosine
You don't know all the details first hand, so in practise you may delegate that to your CM where you can. If you're told there's an aggressive man shouting racial abuse at a passenger unable to calm down or act in a civil manner, I know where I stand.
The question over whether the captain had enough information vs how you interpret someone's actions are different questions.
IF you do not have enough information then best to remove BOTH parties and let Police handle it, delay flight and request anybody with evidence to come forward.
If both parties held overnight and Police are clear who the culprit is then ensure the innocent party gets returned home PDQ including if necessary sending whole aircraft just
to bring said person back.
It looks like CC did not have enough information to go on, which makes this a difficult call, which is which best referring it and getting PIC involved with Police and Ground Handling.
Probably a bit of refresher training needed but if CC did not see or hear ANYTHING then they rely on Pax to provide evidence, this can be difficult in a fraught situation like this.