Date: 201704
Local time of day: 1801-2400
Location: ZZZ.Airport, US
Light: Dusk
Aircraft: Large Transport; Low Wing; 2 Turbojet Eng
Operator: Air Carrier
Operating under: Part 121
Flight plan: IFR
Mission: Passenger
Flight phase: Cruise
Airspace: Class A ZZZ
ATC / advisory: Center ZZZ
Reporter organization: Air Carrier
Reporter function: Flight Attendant In Charge
Reporter qualification: Flight Attendant Current
Human factors: Distraction
Anomaly: Deviation / Discrepancy - Procedural Published Material / Policy; Flight Deck / Cabin / Aircraft Event Passenger Misconduct
Detector: Person Flight Attendant
When detected: In-flight
Result: General Police / Security Involved
Contributing factors: Company Policy
Primary problem: Company Policy

Narrative: I was the lead FA. Passenger in [seat] XXB asked me if he could have wine I told him it was available for purchase in economy during the service. He asked me again for wine while I was walking back to the back to help them with the cart. I told him the same thing. He also asked the FAs in the back during boarding for wine. They both explained he could purchase wine in the air and both gave him water. During the service; he asked one of them for wine. She saw he had cash and told him we accepted debit and credit only. Passenger became aggressive. Passenger then stood up and starting asking people to pay for him. I told him he needed to sit down. Passenger became argumentative. He demanded wine; I tell him no and he needs to lower his voice. Passenger then says he wants to talk to the (expletive) captain and he wants to know who the director of the airline is. I tell him I am the lead flight attendant on this flight. He is cussing and raising his voice and tells me he will pay me one million dollars for wine. No one serves him any alcohol. I go to the front and call the captain and inform him of what is happening. Captain declares threat level 1 and asks to monitor situation. Passenger in seat XXC is a woman. She comes to the front galley and asks if she can stay up here for a minute as she is uncomfortable. I tell her yes. I then see passenger in XXA has moved seats and is crying. I approach her and ask her if she is okay. She says yes but that she was scared and felt trapped because he wouldn't let her out of her seat. I continually check on her. I continue service. Passenger [16 rows behind row XX] tells me he saw him standing up and arguing and said he would help handle the situation if needed. Passenger [5 rows behind row XX] is a male. He also offered his help. He and another gentlemen moved to the seats next to the problem passenger as we were full and the two women did not feel comfortable sitting next to him. He boarded the plane with a boxing helmet on. He had this helmet as well as boxing gloves with him at his seat. He was taking pictures of us and filming the entire interaction during the flight. I kept the captain informed. Law enforcement met the airplane. We deplaned normally. Supervisor met the airplane as well. I am concerned that it is a rule that passengers cannot video tape or take photos of the flight attendants however it seems hard to enforce. With social media being the way it is today; it makes me uncomfortable that my face may be on his phone videos. As flight attendants are we allowed to tell them to delete the material? Or do we just advise them that it is against the rules to film us? I would like guidance on this issue so that if it were to happen again in the future; I would understand the best approach. I felt very uncomfortable during the interactions with the passenger and I feel strongly that the affected passengers are contacted by [company] to ensure we do not lose valuable customers.




Synopsis: Flight Attendant reported a disruptive passenger demanded wine and his aggressive behavior caused some passengers to be reseated. Law enforcement met the aircraft.