Date: 201605
Local time of day: 1801-2400
Location: LAS.Airport, NV
Aircraft: Large Transport
Operator: Air Carrier
Operating under: Part 121
Flight plan: IFR
Mission: Passenger
Flight phase: Parked
Reporter organization: Air Carrier
Reporter function: Captain
Reporter qualification: Flight Crew Air Transport Pilot (ATP)
Human factors: Other / Unknown
Anomaly: Flight Deck / Cabin / Aircraft Event Passenger Misconduct
Detector: Person Flight Attendant
When detected: Pre-flight
Result: General Police / Security Involved
Contributing factors: Human Factors
Primary problem: Human Factors

Narrative: Flight Attendant reported female passenger was being rude to her and asked me to remove passenger from aircraft. I responded that being rude wasn't sufficient reason to remove passenger and she should have another flight attendant deal with the passenger and just avoid any issues with that passenger. She came back to cockpit a couple of minutes later and said the lady in question was getting really nasty and she wanted to remove her again. I then called for the gate agent; who knew before I told him which passenger we were having a problem with because she had gotten really upset at the gate when they asked her to check her bags and apparently was rude there also. I asked him to just calm her down; and told him if she could be polite and quiet; she could stay on the aircraft and we could leave.About 3 minutes later the flight attendant came forward and claimed the lady assaulted her by intentionally 'kneeing' her when she passed her in the aisle and trying to hurt her. I realized this had escalated to a threat level 2; and went back to the agent who was getting an earful from the passenger and instructed him to remove the passenger from the aircraft. The passenger heard me tell him to remove her and got very upset.I went back and stood at the door to the cockpit. The passenger was getting louder with each step forward; and one of the other flight attendants had told me that in first class an off duty Sheriff had offered to intervene if necessary. As the passenger came forward in the aisle yelling at me personally about being a racist pilot for removing her; I pointed at the exit door and said politely that she needed to leave before we called the police. She yelled that all of the flight crew were racists and she was going to sue us all; but would not exit the aircraft as she stood in the door and prevented us from closing it to depart the gate. I suggested the gate agents call the police at that point.I then asked the Sherriff if he would intervene and make sure she didn't assault anyone else as she was very agitated and getting physically close to the gate agents and one of the flight attendants. He showed her his credentials as she moved out onto the jetway where she continued to berate the gate agents. The Sheriff got back on board and we closed the door.Before push back; I turned from my cockpit window and observed the passenger still in the jet way berating everyone; and yelling at me. She then flipped me off as we pushed back; which was so unexpected; it caused me to chuckle slightly. She promptly pulled up a cell phone and recorded me chuckling. The flipping off was witnessed by my lead flight attendant and the gate agent.




Synopsis: An air carrier Captain reported removing a passenger for misconduct before departure.