Date: 201809
Location: MIA.Airport, FL
Aircraft: B737-800
Operator: Air Carrier
Operating under: Part 121
Mission: Passenger
Flight phase: Other Gate
Reporter organization: Air Carrier
Reporter function: Flight Attendant (On Duty)
Reporter qualification: Flight Attendant Current
Human factors: Communication Breakdown; Other / Unknown
Anomaly: Deviation / Discrepancy - Procedural Published Material / Policy; Flight Deck / Cabin / Aircraft Event Other / Unknown
Contributing factors: Company Policy
Primary problem: Company Policy

Narrative: After boarding was completed; I sent the two last passengers that sat in first class at seat 3E and F back to their original seat which was 25E and F and explained that if they wanted to be upgraded or pay the difference for those first class seats; we could ask the gate agent. They kindly refused and went back to coach. On their way back; they asked the Number 4 Flight Attendant if they could sit at 7E [and] F which was empty and the Flight Attendant refused; but responded in a very rude dismissive manner.[The] passengers then walk to their seat 25E [and] F and the Passenger asked the Number 2 Flight Attendant if she could move to the last row which was empty. [The] Number 2 [Flight Attendant] accepted since boarding was completed and both last rows were empty.When the Number 4 Flight Attendant walked to the back and saw the couple seating in the last row; she then rudely and very aggressively told them to go back to their seat immediately and added we do not reward bad behavior.The Number 4 Flight Attendant then called me and told me that she was removing the two passengers in question. I asked for what reason? Her answer was because they asked for her name and she did not want to be written up by them. I then responded [to] let me speak to the passengers and fix this misunderstanding as we had several empty seats to accommodate them. I hung up and tried to inform the Captain of the situation before going to the coach cabin and that is when the Captain stopped me from explaining the situation and in a very aggressive and dismissive tone said he is removing those 2 passengers. [He said] he does not need to hear the facts as long as his girlfriend; the Number 4 Flight Attendant; wants them out; that is all he needs to know. He also added that the reason for removing those passengers is that they asked for the Number 4 Flight Attendant's name. I responded that a passenger asking for a Flight Attendant's name is not a reason for removal from a flight. I also explained that the passengers in question were very nice and compliant and they had not broken any FARs; all they were looking for was a little more space which we had in the 2 last rows of coach.He then came out of the flight deck raising his voice considerably and in an even more aggressive demeanor [and] talked down to me and repetitively said:' Who am I? Who am I?' three times in a very aggressive demeanor in the galley in front of the flight deck door and the passengers. I then felt very threatened and did not feel safe anymore. I responded in a very calm manner: 'Sir; you are the Captain and I am not trying to question your authority; Sir. I am simply trying to explain the situation in question and give you the facts as those two passengers were completely innocent and did not deserve to be removed from this flight.'He interrupted me [while] pointing his finger at me; the situation then escalated and he became even more threatening/aggressive towards me. I then feared for my safety and asked him to please stop yelling or I must file a [broken rule of conduct] as I am now being verbally abused and threatened and my safety is being compromised. He responded 'if you file a [broken rule of conduct] on me; I will remove you from this trip.' I then realized at that moment I was no longer feeling safe and he also was not trying to hear/understand the facts he just wanted to please the Number 4 Flight Attendant and remove those passengers regardless of their innocence.I also offered to accommodate the Number 4 Flight Attendant by switching place with her. I was willing to work in the coach cabin and would let her work in first class if that could solve the whole situation and make her happy but she refused.I then went to speak to the passengers in question but [the passenger] sitting at seat 25F was crying due to the fact that the Number 4 Flight Attendant had already shouted at her that she and her boyfriend were being removed from this flight. Isincerely apologized for her mistreatment by the Number 4 Flight Attendant and she then offered to speak to the Captain and Number 4 Flight Attendant to clarify this terrible misunderstanding. [Also]; since the Captain and the Number 4 Flight Attendant demanded an apology from them; I then walked with the passengers in question towards the forward of the aircraft.As they approached the Captain and the Number 4 Flight Attendant that were in the jet bridge; [the] passenger immediately started apologizing to both the Captain and the Number 4 Flight Attendant. [The] Number 4 Flight Attendant put her hand up and in a very dismissive way refused her apology and both the Captain and the Number 4 Flight Attendant started talking down to the passenger in a very aggressive demeanor and made the passenger cry even more. The passenger was starting to break down and cried uncontrollably begging both the Captain and the Number 4 Flight Attendant to not remove her from this flight. I then asked both the Captain and the Number 4 Flight Attendant to stop this abuse. I was at approximately 10 feet from them and witnessed the most disturbing scene with passenger on the jet bridge floor crying.The Captain then called to have me removed from the flight. I then took my bags and left the aircraft crying. This was the most humiliating/disturbing experience of my career at [the company]. This is not the culture of our company and doesn't represent what I was taught during my Initial and Purser training. I take pride in my job and am proud of who we represent. I am deeply saddened and still very shaken physical and mentally by this incident. I also want to thank all the outstanding Managers and gate agents that were there and helped tremendously.




Synopsis: Flight Attendant reported Captain and another Flight Attendant verbally abused passengers and removed them from airplane.