Date: 201909
Light: Night
Aircraft: B737-700
Operator: Air Carrier
Operating under: Part 121
Flight plan: IFR
Mission: Passenger
Flight phase: Climb; Cruise; Descent
Reporter organization: Air Carrier
Reporter function: Flight Attendant (On Duty)
Reporter qualification: Flight Attendant Current
Human factors: Distraction; Situational Awareness; Workload
Anomaly: Deviation / Discrepancy - Procedural Published Material / Policy; Deviation / Discrepancy - Procedural Security; Flight Deck / Cabin / Aircraft Event Passenger Misconduct
Detector: Person Flight Attendant; Person Passenger
When detected: In-flight
Result: General None Reported / Taken
Contributing factors: Company Policy; Environment - Non Weather Related; Human Factors; Procedure
Primary problem: Human Factors

Narrative: While taking drink orders a large number of passengers started complaining of a barking dog. I heard the dog barking from row 8; so I went to the back to ask what was going on. The passenger had a pet. The B Flight Attendant noticed the pet on the seat. She explained to him that the pet was required to be in its carrier and under the seat during all phases of flight. He told her that it was just going to bother all the other passenger and continue to bark the whole flight if he did that. She told him that was airline policy and the dog needed to remain under the seat. He told her that the dog does this every time and of the last 12 flights; only one other crew made him do that. Well; our crew followed policy; and reminded him that the pet needed to remain in the carrier and under the seat. The dog continued to bark; he put in ear plugs; and all passengers around him began to get even more angry. About 2 hours into the flight; multiple conversations and continued barking; another passenger said she was going to have a panic attack because of the dog and if it didn't shut up her husband was going to kill the dog. We tried to move her but when we found a new seat she didn't want to move. At this point the dog was removed from the carrier and placed on the passengers lap. We informed the Captain of the situation and told him we would need a Supervisor to meet the plane. The passenger was very polite; but also frustrated at this point; as were we all. I walked back to his seat and the dog was on the tray table at this point. I didn't want him to be blindsided by a supervisor meeting the plane; so I explained to him that someone would be meeting the plane to talk to him about the situation. He was very understanding and knew he was not following the procedures we have for a pet. The woman sitting behind him told me that we should have just looked the other way and not worried about what he did with his dog. I explained to her that was my job and I'm required to follow procedures and policies set in forth by the airline. She then told me to stop worrying about my job and just leave the dog be.I told her a supervisor would be meeting the plane if she needed to talk to anyone. When we arrived there was no supervisor there to meet the plane. I had multiple people asking to speak with someone. Our Captain called 2 hours out; and again 20 minutes out. And still no one was there to assist. We finally got to the end of deplaning and the passenger walked off with his dog in arms; right as a supervisor finally showed up. When we asked about waiting for a supervisor they told us that all they were told was that it had to do with an animal and they had more important things they were taking care of. Consistency from all crew and the airline needs to be placed. We have rules for a reason and I'm sick and tired of being the bad guy for enforcing the rules. These passengers continue to break rules and be non-compliant because nothing is being done and everyone continues to look the other way!




Synopsis: Flight Attendant reported that a passenger refused to follow company policy regarding an in-cabin pet and caused multiple passengers to become upset.