Date: 201907
Local time of day: 0601-1200
Location: ZZZ.Airport, US
Flight conditions: VMC
Aircraft: B757 Undifferentiated or Other Model
Operator: Air Carrier
Operating under: Part 121
Flight plan: IFR
Mission: Passenger
Flight phase: Final Approach
Airspace: Class B ZZZ
Reporter organization: Air Carrier
Reporter function: Captain; Pilot Flying
Reporter qualification: Flight Crew Instrument; Flight Crew Air Transport Pilot (ATP); Flight Crew Multiengine
Human factors: Time Pressure
Anomaly: Deviation / Discrepancy - Procedural FAR; Deviation / Discrepancy - Procedural Published Material / Policy; Flight Deck / Cabin / Aircraft Event Illness / Injury
Detector: Person Flight Crew
When detected: In-flight
Result: General None Reported / Taken
Contributing factors: Human Factors
Primary problem: Human Factors

Narrative: Sterile cockpit was violated throughout this event due to a passenger care issue. FA (Flight Attendant) XX_10 ( XX_3 ) reported neck and back strain after block-in. Strain occurred helping a disabled passenger get out of the bathroom and into her seat using the aisle chair while on approach into ZZZ. After a '5 min' warning call that we would be putting the pax (Passengers) down; the seat belt sign went on for good at about FL220 (22;000 ft). Passing 14;000 on the STAR (Standard Terminal Arrival Route) into ZZZ RWY XXL lead FA (Flight Attendant) called to inform us two FAs in the back were assisting a disabled passenger in the bathroom; along with the passenger's mother; despite the seatbelt sign being on since FL220. FO (First Officer) (PM) (Pilot Monitoring) informed them to let us know when everyone was back in their seats. Passing 10;000 we cycled the no smoking light and they told us they were still assisting the passenger; so we requested and received clearance to slow down on the approach. Captain was PF (Pilot Flying) and FO was talking to the FAs and informed them that we would not land until everyone was back in their seats. We asked the FAs to let us know when they were ready. We had previously briefed the GA (Go Around) procedure and were ready to Go Around if we did not hear back in time. Due to the passenger's disability and size; it took longer than anyone expected. At about the FAF (Final Approach Fix); we finally heard back that they were 'all set' and everyone was back in their seats so we continued the approach and landing. After blocking in; the lead FM (Flight Manager) told us one of the FAs strained muscles helping the passenger and securing the aisle chair while seated in the aft galley jumpseat. At that time we were informed that; although we were told everyone was down in their seats and all set; the aisle chair was not stowed properly and the FA was not in her assigned jumpseat; but in the 3R jumpseat with the aisle chair in the galley. The FM did not know this either. Instead of going through the lead FM only; several different FAs were calling the flight deck; however none gave us this information. One of the FAs (not XX_10 ) reported that she felt rushed despite our assurance that we would not land until everyone was ready because she heard the gear come down; which we did when cleared to slow down on the approach.




Synopsis: Flight Crew flying 757 aircraft violated sterile cockpit rule due to passenger issue in the cabin.