Date: 201509
Location: ZZZ.Airport, US
Light: Daylight
Aircraft: B737 Undifferentiated or Other Model
Operator: Air Carrier
Operating under: Part 121
Flight plan: IFR
Mission: Passenger
Flight phase: Taxi
ATC / advisory: Ground ZZZ
Aircraft component: Overhead Bins; Latches
Component problem: Malfunctioning
Reporter organization: Air Carrier
Reporter function: Flight Attendant (On Duty)
Reporter qualification: Flight Attendant Current
Human factors: Other / Unknown
Anomaly: Aircraft Equipment Problem Less Severe; Deviation / Discrepancy - Procedural Published Material / Policy; Flight Deck / Cabin / Aircraft Event Illness / Injury; Flight Deck / Cabin / Aircraft Event Passenger Misconduct
Detector: Person Flight Attendant
When detected: Taxi
Result: Flight Crew Returned To Gate; General Flight Cancelled / Delayed; General Physical Injury / Incapacitation
Contributing factors: Aircraft; Company Policy; Human Factors
Primary problem: Ambiguous

Narrative: Prior to pushback; 'C' FA asked operations agent to help with several bins; having had difficulty closing due to over packed and not sealing well. 'C' FA continued with her exit briefing and returned to front of cabin to tell 'A' FA exits briefed. Main cabin door had already been closed by operations agent. Taxiing out began performing demo when 'C' FA and a passenger noticed an overhead bin not completely closed. When opened; it was clear a bag would have to be moved as there was no more space onboard in overhead bins. A passenger sitting across in row 4 began the blame game with FA 'C' and getting other passengers very upset. I mentioned we would try to find room on the plane if needed. Called for FA 'B' and 'A' assistance because we were about to take off. 'A' FA was assisting when a very heavy metal box fell out hitting a passenger in the head then fell on the 'A's' foot. FA 'C' immediately asked FA 'B' to hold the bin shut while I attended to FA 'A' and passenger.During that time; the same passenger that complained earlier began getting louder saying 'it's all your fault' directing it to FA 'C.' FA 'C' called Captain and explained situation and took 2 bags of ice back to passenger and FA 'A.' Helped FA 'A' to jumpseat. Went back and checked on passenger while assisting FA 'B' to rearrange the bins and place some bags under seats. At that point; 2 or 3 passengers complained to FA 'C' it's all my fault that their flight will be delayed. Captain had called to see how FA 'A' was doing and she was in too much pain to talk. It turns out her toe was broken. She handed me the phone to talk with Captain. I told him in addition to the injuries we have several passengers yelling angrily about delays and fault and we need to go back to the gate. Operations agent; supervisor; Captain and First officer began to discuss situation. The angry passenger approached 'C' in the galley complaining and I said 'if you have any further issues the Captain and agent are out in jetbridge to go speak with them.'It should be left up to FA to ensure cabin is ready before closing the main cabin door. The [older B737's] that haven't been converted are very difficult not to [have] issues with baggage. In addition the latches do not work properly.




Synopsis: B737 Flight Attendant reported injuries to a passenger and a Flight Attendant while attempting to rearrange an overloaded bin. A heavy metal box fell from the bin causing the injuries. The bin latches may have also been defective. The flight returned to the gate.