Date: 201512
Local time of day: 0601-1200
Location: CLT.Airport, NC
Light: Dawn
Aircraft: A321
Operator: Air Carrier
Operating under: Part 121
Flight plan: IFR
Mission: Passenger
Flight phase: Parked
Reporter organization: Air Carrier
Reporter function: Captain; Pilot Flying
Reporter qualification: Flight Crew Air Transport Pilot (ATP)
Human factors: Other / Unknown
Anomaly: Deviation / Discrepancy - Procedural FAR; Deviation / Discrepancy - Procedural Published Material / Policy; Flight Deck / Cabin / Aircraft Event Passenger Misconduct
Detector: Person Flight Attendant
When detected: Aircraft In Service At Gate
Result: General None Reported / Taken
Contributing factors: Human Factors
Primary problem: Human Factors

Narrative: I was informed by the flight attendants that a passenger at our gate in CLT was obviously intoxicated. The gate agents assured them that the passenger would not be boarded. Just prior to push back flight attendant told me that the obviously intoxicated passenger was on the aircraft in the assigned seat. [This Flight Attendant is] specially trained in evaluating intoxicated individuals. He estimated the passenger's blood alcohol level at .20 BAC and explained in detail the symptoms of intoxication displayed by the passenger. I considered [this Flight Attendant] a reliable source. I requested a supervisor; [and was advised one] was already onboard the aircraft. The [Supervisor] entered the flight deck at my request. I asked him if the passenger was intoxicated. He replied that the passenger was intoxicated but that he did not consider him to be a 'security threat.' I advised him that I was not concerned with an intoxicated individual being a 'security threat' as much as I was concerned with him being a safety issue and a regulatory issue. I informed the [Supervisor] that I cannot legally allow an intoxicated passenger on the aircraft. The [Supervisor] asked me when an intoxicated individual is too intoxicated to fly. Although I found the mere question unsettling from a qualified [Supervisor]; I asked if he would let his wife and children ride in a car if the man; in his current condition; was driving the car. He quickly replied; 'Absolutely not.' I informed him that I would consider that as being a reasonable test to define intoxication. I waited several seconds for a response. The [Supervisor] neither offered any further explanation of the passenger's medical or physical condition nor did he make the decision to remove the passenger. I informed him that as Captain of the aircraft; I could not take an intoxicated passenger so he would have to be removed. The passenger staggered down the aisle and nearly fell on another passenger as [he was] assisted off the aircraft. [Flight Attendant] later told me that the [Supervisor] apologized to the passenger for my decision as the Captain to remove him and promised the passenger that he would be placed on the next fight in a couple of hours. A mere few hours is not enough time to diminish that level of intoxication. In accordance with 14 CFR 121.575; no certificate holder may allow any person to board any of its aircraft if that person appears to be intoxicated. The Supervisor knowingly placed an intoxicated passenger on the aircraft against the desires of his gate agents and the flight attendants. He seemed oblivious to the safety and regulatory issues in this matter. His behavior in apologizing to a clearly intoxicated passenger and promising to place him on the next flight; in front of my flight crew and passengers on the aircraft; sends a dangerous message to our customers and employees. One gate agent quietly apologized to me while explaining she did not want to board the passenger but she was overruled by the supervisor. The [Supervisor]'s promise to the passenger was disturbing; the fulfillment of that promise would be alarming. There was no question that the passenger was intoxicated; the crew told me he was intoxicated; the gate agents told me he was intoxicated; even the [Supervisor] told me he was intoxicated. [Supervisor] failed to follow policy and Federal Air Regulations applicable to airline operations.




Synopsis: A321 Captain reported a Customer Service Supervisor allowed an intoxicated passenger to board contrary to FAA regulations and company policy.