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As a flight attendant, it is very likely that during your career you will have to deal with a difficult passenger from time to time. How do you define a difficult passenger? It can be an unruly or disruptive passenger, an intoxicated passenger, or a nervous flyer who is ‘triggered’. Flight attendants may have to settle a dispute between two passengers. It may be an entitled or aggressive passenger or one who does not follow the instructions of the crew. In some cases, it may just be an unhappy passenger with a customer complaint.
However, flight attendants are trained on how to deal with difficult passengers and have a number of techniques that they can use, depending on the situation. Flight attendants are recruited with certain personality traits in mind, as well as customer service skills, and that includes being calm under pressure. This guide will discuss how we handle difficult passengers on board the aircraft and try to resolve issues as soon as possible.
Flight Attendant Traits Needed
Flight attendants are chosen with certain personality traits in mind, along with excellent customer service, teamwork, and communication skills. Piedmont Airlines lists some qualities that are essential for flight attendants. These include being self-assured, punctual, organized, and adaptable. Key traits include empathy, calmness and composure, flexibility, resilience, and a strong attention to detail. Cultural sensitivity and problem-solving skills are also important.
Flight attendants are responsible for the safety and comfort of passengers on board. They also need strong emotional intelligence, situational awareness, and leadership skills. They have to be professional and able to follow strict rules as they represent the airline. This is particularly evident in terms of safety procedures and personal presentation. A strong work ethic and professionalism are required at all times when in uniform.
According to the US Bureau of Labor Statistics, “Airlines are required by law to have flight attendants aboard aircraft for the safety and security of passengers. The primary job of flight attendants is to keep passengers safe, ensuring that everyone follows security regulations and that the flight deck is secure. Flight attendants also try to make flights comfortable for passengers. At times, they may deal with passengers who display disruptive behavior.”
Customer Complaints
When flight attendants have difficult passengers, it is likely to start with a simple customer complaint such as passenger behavior, delays, in-flight meals, or seating. These are not personal attacks, but often just very general things that are out of the flight attendants’ control. It should never take this personally. It is their job to handle the complaint and defuse the situation. In this case, the best option is to try to turn the situation around. This could be as simple as saying, “What can we do to help you?” or “Let me check what I can do to help.”
The flight attendant should speak in a steady, calm and quiet voice, so that the passenger listens more carefully and hopefully quietens down. The crew member can bend down to speak to the passenger at the same level instead of above them. This is more reassuring for the passenger. Body language should be open and active listening and empathy should be used. There are strict safety protocols to be followed, clear boundaries are set, and the flight attendant has to find solutions.
De-escalation techniques (LEAP):
- Listen
- Empathize
- Apologize
- Produce a solution
Safety is always the top priority and must always be ensured. It is important to remain calm, composed, and professional. After all, the flight attendant represents the airline. De-escalation techniques are used. It is important to listen and allow the passenger to vent their frustrations. They should then use empathetic communication, which validates the passenger’s feelings without admitting fault and using language such as “I understand why you are upset.” The flight attendant should then apologize (without admitting fault) and find a solution to the problem or alternative options.
More Serious Issues
Aggressive behavior can be one of the most difficult things to deal with for a flight attendant. No one wants to deal with anger and potentially dangerous behavior at 34,000 feet in the sky. The one thing to know is that aggressive behavior is completely unacceptable on an Aircraft and is punishable by law. When dealing with this scenario, a flight attendant has to calmly and quietly advise that this is unacceptable. They must mention the consequences and the actions that will be taken if the behavior continues.
Some airlines have a three-step warning system. Talking to the passenger in the first instance is step one. This can be escalated further by speaking to the Senior Cabin Crew Member (SCCM) and the flight crew, who may also speak to the disruptive passenger as a second or third step. Of course, on the ground, this is much easier as security can be called and the passenger offloaded. Flight attendants observe passengers carefully during boarding to try to spot disruptive passengers on the ground before issues can start in the air.
Of course, if the passenger becomes disruptive during a flight and the safety of the passengers, crew and aircraft are threatened. Flight attendants, with the passengers’ help, can restrain a passenger, handcuff them, and bind them to a seat if they are considered a danger. The aircraft will divert if necessary and be met by law enforcement. The Federal Aviation Administration (FAA) has a zero-tolerance policy for unruly passengers and disruptive behavior, and not following the crew’s instructions can result in prosecution, travel bans and fines of up to $43,658.
Positive Examples
If a passenger is non-compliant and does not follow the crew’s instructions, there is a correct approach to deal with this. A flight attendant will repeat the instruction firmly and explain the reason behind it. This confirms that this is a rule that needs to be followed and helps the passenger understand why it is in place. If the passenger still refuses to follow instructions, the flight attendant should speak to the SCCM, who can refer it to the captain, if necessary. This approach ensures the safety of everyone onboard, without the passenger feeling that they are being ‘attacked’. It is important to be polite but firm and speak with authority: “For your safety, we need you to fasten your seatbelt now.”
It can be disconcerting dealing with difficult passengers, but like everything with flight attendant training, it naturally kicks in. Sometimes, nervous flyers can act negatively due to fear or may drink too much or self-medicate to ease their fear. In this case, it is important to reassure the passenger and talk to them, allowing them to raise their concerns. Usually, flight attendants will look out for nervous flyers and keep an eye on them during the flight. Distraction can also be used, and a flight attendant may recommend a popular movie on the in-flight entertainment system that will take their mind off things. They may also explain what noises and movements are and educate the passenger, putting their mind at rest.
When dealing with passengers who have had too much to drink, there are a few tactics that could be used. Usually, a flight attendant refuses to serve any more alcohol to the passenger, and it may sometimes be necessary to withdraw the bar service completely. The passenger can be offered a non-alcoholic drink instead and be left to sleep it off. If the passenger becomes aggressive, they can be told that it is an offense to be drunk and disorderly on an aircraft and that is usually enough to make them rethink their actions. Sometimes it is wise to move the passenger to isolate the disruption.
How Are Pilots Reacting To The Recent High-Profile Safety Incidents?
While customer confidence is lacking, air travel, in general, is relatively safe.
What To Do And What Not To Do
When a passenger makes a complaint, it is important to listen carefully and not interrupt them. This will help defuse tensions and allow them to vent their frustrations. A flight attendant should always act with respect, grace and be assertive. It is important not to be defensive, as most complaints are not personal, just about something general. Language like this can be used: “Thanks for letting me know that you did not like your meal. I’ll see if I can find a spare meal or extra snacks for you. I will also get you a customer comment form for you to fill in.”
A flight attendant should never make a comment like “Calm down!” This will make the situation much worse. Nor should they say “it’s not my job…” They should be helpful, reassuring and calm with a can-do attitude. If there is a conflict between two passengers, it is important not to take anyone’s side, mediate the situation, remain neutral and move passengers away from each other if possible. It is important to act early in any potential situation that may get out of hand.
A flight attendant should never get angry while onboard an aircraft. This mirrors the passenger behavior and will exacerbate the situation. It is never worth putting your career at risk by getting angry. A calm and composed demeanor must be kept at all times. After an incident, it is important to take a step back and take a deep breath before attending to another passenger.
The Bottom Line
Flight attendants have to know how to handle unruly behavior. When passengers become difficult or aggressive, it is important that the crew sets boundaries of acceptable behavior. LEAP can be used to de-escalate situations. The key is to provide options and choices for the passenger to make them feel more in control of the situation.
If the passenger refuses to follow the flight attendant’s instructions, they can speak to the SCCM and the flight crew, who may then also speak to the passenger. All such incidents are documented by the crew. They can write a report, which in turn protects the crew and allows the airline to follow up. After a final warning has been given and the passenger is deemed a threat to safety, the situation crosses the line, and the authorities can also be involved.
Safety is always the top priority for any airline and its crew. There will always be difficult passengers and complaints, but thankfully due to less tolerance of disruptive passengers, the number of these incidents has dropped since its peak in 2021. Flight attendants will try to spot possible unruly passengers during boarding and stop a potential issue before it starts. When faced with a difficult passenger, it is important to de-escalate the situation as quickly as possible and enforce safety.
