Disruptive Passenger
Thread Starter
Disruptive Passenger
I was on a flight from Melbourne to Darwin the other day and there was a young lady who was somewhat affected by something, not sure what however her behaviour and language was quite abnormal, even before we got in the air.
Once we got airborne, I had a few words to the cabin crew about the lady whom they were certainly aware of. The lady calmed down for most of the flight and flared up again as we approached Darwin. Subsequently no problems, however there was an opportunity to return to the gate in Melbourne to have her offloaded IMHO. I have no idea what the flight crew knew, however if I was the Captain and knew how this lady was behaving before we departed I would have had her removed.
I haven’t contacted the airline with regards to this event, however I’m pretty sure the cabin crew would have reported this event through their normal reporting SMS/SOPs.
Any comments?
Once we got airborne, I had a few words to the cabin crew about the lady whom they were certainly aware of. The lady calmed down for most of the flight and flared up again as we approached Darwin. Subsequently no problems, however there was an opportunity to return to the gate in Melbourne to have her offloaded IMHO. I have no idea what the flight crew knew, however if I was the Captain and knew how this lady was behaving before we departed I would have had her removed.
I haven’t contacted the airline with regards to this event, however I’m pretty sure the cabin crew would have reported this event through their normal reporting SMS/SOPs.
Any comments?
Was she violent or non-compliant?
If not, then I’d expect the cabin manager to manage it as he/she saw fit. You can’t just go and offload someone because you think they’re a nuisance. Otherwise there’d be people getting offloaded every second flight!
If not, then I’d expect the cabin manager to manage it as he/she saw fit. You can’t just go and offload someone because you think they’re a nuisance. Otherwise there’d be people getting offloaded every second flight!
Join Date: Sep 2018
Location: Melbourne
Posts: 2
Likes: 0
Received 0 Likes
on
0 Posts
The Capt has that authority and can offload anyone he/she sees fit!
Of course they do. But there’s a difference between a power trip and a necessary offload.
Just because someone is being a bit disruptive it doesn’t mean they’re any more likely to become violent or non-compliant than the person in (insert random seat number here).
I trust my crews to handle all situations under their responsibility and then when they require my assistance or provide me with information that concerns me about the safety of the aircraft and it’s crew or passengers, I will make a decision to offload.
Just because someone is being a bit disruptive it doesn’t mean they’re any more likely to become violent or non-compliant than the person in (insert random seat number here).
I trust my crews to handle all situations under their responsibility and then when they require my assistance or provide me with information that concerns me about the safety of the aircraft and it’s crew or passengers, I will make a decision to offload.
Thread Starter
The pax wasn’t behaving normally, abusive comments towards religion in general were being yelled out and rude behaviour (swearing) to the cabin crew were observed.
It wasn’t normal behaviour and I don’t think she was drunk.
It wasn’t normal behaviour and I don’t think she was drunk.
Well then if you were that concerned why didn’t you say something?
Duck Pilot I assume you've already ruled out any kind of illness?
Thread Starter
I did say something to the Cabin Crew Morno without making an issue of it.
I’m no expert on human behaviour, however the behaviour was nothing I have ever seen anywhere let alone on an aeroplane. Having said that I was confident that she would have been able to be controlled should things have gotten out of hand considering the other passengers seated near her.
I’m no expert on human behaviour, however the behaviour was nothing I have ever seen anywhere let alone on an aeroplane. Having said that I was confident that she would have been able to be controlled should things have gotten out of hand considering the other passengers seated near her.
Join Date: Apr 2010
Location: Asia
Posts: 1,030
Likes: 0
Received 0 Likes
on
0 Posts
This carrier has a poor history of handling these situations. Hate to be critical but the JQ ground team especially, and CC have made the news here and across the ditch on regular occasions for what the appears to be, the lack of training of handling such situations. Whether it’s mobility related, disruptive people, they just don’t know how to handle it.
All the flight crew do is be informed then offload. It’s getting to that point where things go wrong or have no structured way of getting to that point.
Usually stems from no guidance or training from HQ
File a complaint against the flight number with lack of action from cabin crew and I’m sure it will be dealt with.
All the flight crew do is be informed then offload. It’s getting to that point where things go wrong or have no structured way of getting to that point.
Usually stems from no guidance or training from HQ
File a complaint against the flight number with lack of action from cabin crew and I’m sure it will be dealt with.
Ohhh here we go, out come the macho power tripping captains who always know best.
Ever considered not using a sledgehammer and perhaps a measured, thought out response that a good pilot in command will use?
Ever considered not using a sledgehammer and perhaps a measured, thought out response that a good pilot in command will use?
Absolutely - but as a mere employee they are also accountable to management.
Offloading paying passengers at the drop of a hat can lead to unemployment legally.
A Captain has many ways to deal with many situations and arrogance is not the best method.
The passenger may have a history known by the crew and a prior risk assessment carried out - the seating placement may have been planned.
After a court case with my ex that she lost and her and her children were facing visa cancellation, we both had to fly home to different locations. I was going to a location that could be a stop to her destination and she was pretty angry. When I checked in I mentioned the issue to the check-in staff and gave them her name, they made arrangements to keep us separated - she never knew I was on the flight. The check-in staff were very grateful for the information.
Offloading paying passengers at the drop of a hat can lead to unemployment legally.
A Captain has many ways to deal with many situations and arrogance is not the best method.
The passenger may have a history known by the crew and a prior risk assessment carried out - the seating placement may have been planned.
After a court case with my ex that she lost and her and her children were facing visa cancellation, we both had to fly home to different locations. I was going to a location that could be a stop to her destination and she was pretty angry. When I checked in I mentioned the issue to the check-in staff and gave them her name, they made arrangements to keep us separated - she never knew I was on the flight. The check-in staff were very grateful for the information.
Off loading passengers at the drop of a hat is not common practice. There are many reasons why a passenger is unfit to fly and that is the usual criteria applied when a pax is offloaded. Most people would be amazed at the range of behaviours demonstrated by pax and it is not always a simple solution. The OP stated that the pax calmed down for most of the flight. It would appear that the cabin crew did a great job and managed the situation in the cabin. They may not have even advised the PIC during the taxi out if they felt the situation was in hand.Certainly they would have been informed after departure and they were probably comfortable with what the CM had done. The CM was probably very experienced and had encountered similar situations many times before. I have never been disciplined for off-loading pax or for calling the AFP to meet the aircraft on arrival.
I have no idea what the flight crew knew, however if I was the Captain and knew how this lady was behaving before we departed I would have had her removed.
Pain in the a*rse and rude passengers are standard fare, disruptive to the point of have to be removed much rarer. In practice it's really the cabin crew who are left to make the assessment and the captain merely act on thier report/recommendation.
In this scenario its possible that the CC opinion of how disruptive the person was differs to yours.
I have offloaded a passenger before based on the CM’s opinion/ reports and on reflection thought that a different CM would have been able to keep things calm and under control. The Captain is kinda hamstrung though because if you don’t back up your CM you have a different issue to deal with. Also, it is rare that the Captain can make their own assessment. Probably worth pointing out that I’ve offloaded others based on CM reports and it was definitely the best option.
I have offloaded a passenger before based on the CM’s opinion/ reports and on reflection thought that a different CM would have been able to keep things calm and under control. The Captain is kinda hamstrung though because if you don’t back up your CM you have a different issue to deal with. Also, it is rare that the Captain can make their own assessment. Probably worth pointing out that I’ve offloaded others based on CM reports and it was definitely the best option.
As the Captain receiving the reports from several CM's and noting that one has a very high offload request compared to others, continuing to just offload at that CM's opinion could leave you open to disciplinary action (for not bringing the CM's high incident rate to management attention and loss of customers as a result).
Some Cabin Crew should have some better fatigue limit requirements, I think I would make a very grumpy CC on some of those rosters.
As the Captain receiving the reports from several CM's and noting that one has a very high offload request compared to others, continuing to just offload at that CM's opinion could leave you open to disciplinary action (for not bringing the CM's high incident rate to management attention and loss of customers as a result).
Quite agree but they also don't want to be disturbed by crying babies, smelly hippies, overweight people in the middle seat, amorous couples who can't leave each other alone. They also don't want to go into a toilet where the previous occupant has smeared their poo all over the walls or sit in seats that someone has left chewing gum on. If they're disabled they don't want to be hoisted on a rickety lifting device or manhandled onto a narrow airline weelchair or told they have to return to their port of embarkation because there are only stairs available to get them off. If you want travel perfection then you need to charter your own corporate jet otherwise we all have to cope with the inconveniences of mass public airline travel.