Aviation deploys on the performance of safety assurance for passengers as well as to their utmost extent, the entire travel experience of a passenger is pleasant. The task of dealing with passengers is one of the toughest tasks for cabin crew, such as problem passengers, and this may be related to personal issues or fear of flying. In this blog, we will elaborate on different situations that cabin crew may encounter with challenging passengers and offer tips on how to deal with them the best way possible.
Understanding Challenging Behaviour
Different stimuli, ranging from stress and fear to a feeling that expectations are not met, cause this sort of behaviour in passengers. Common problems can be found here:
– Aggression: Passengers behave in a verbally aggressive or even physically aggressive manner when something is not turning out as planned, especially when delays occur or when their needs are not met.
– Non-compliance: Some passengers will not comply with safety instructions or cabin crew requests.
– Disruptive Behaviour: Loud talking, playing music, or other noisy actions become obtrusive to other passengers.
– Emotional Distress: Some passengers may show signs of anxiety or panic attacks, and the crew must handle it by being gentle and composed.
Understanding the root of such behaviours is essential for cabin crew to handle the situation appropriately.
Scenario 1: The Disruptive Passenger
Distinguish this from a flight where a passenger puts a device on and plays loudly, disturbing the other passengers. In this scenario, the cabin crew approach the passenger first warmly and friendly.
Approach:
- Calm and Courteous:
Excuse me, sir/ma’am. Hope you enjoyed your flight. However, I noticed the music is quite loud, and it seems that it’s disturbing some of our passengers. Would you mind keeping the volume low?
- Compassion:
If the passenger continues not to cooperate, the crew member can offer, “I know you’re enjoying this music, but we all want to enjoy our time peaceably.
- Alternatives:
If the passenger is not interested in stopping or changing the volume, then the crew member can offer to use headphones or provide them with airline headphones.
- Reporting to a Supervisor if the Behaviour Continues:
In case the behaviour continues, it would be escalated to a senior crew member who would re-iterate the request.
Scenario 2: The Demanding Passenger Refusing to Take a Seat
One such possible scenario is a passenger unhappy with the seat assigned to them. Such a passenger may challenge the cabin crew to make special arrangements and move him to another seat.
Action:
- Listen Actively: I can see you’re upset about your seating. Can you please explain what the issue is? Listening can often dissipate anger.
- Clarify Policies: Once you have understood their concerns, calmly explain that seating policies are being followed. Since this flight has reached maximum occupancy, it’s not possible to change your seats right now. But I may be able to find you a better seat.
- Offer Alternatives: If feasible, present other options, like another seat in the aircraft or explain to the passenger that the seat she currently occupies is OK.
- Incident Documentation: Document the incident for future reference in case the situation requires other action later, and summon other crew members if the situation threatens to deteriorate further.
Scenario 3: The Inebriated Passenger
A fairly frequent problem when flying is the case of drunken passengers. A passenger who is too drunk may become noisy, make inappropriate advances to a member of the crew or other passengers, or engage in actual physical fights.
How to Approach:
- Evaluate the Situation: This involves coming up with an estimate of the level of drunkenness and the potential risk. Once again, safety has to be number one priority.
- Intervention: Approach him calmly and say, “I can see you’ve had a few drinks. We need to ensure that everyone’s safe and comfortable. I am going to have to limit your alcohol intake for the rest of the flight.”.
- Offer Water or Snacks: Encourage hydration and offer snacks to help mitigate the effects of alcohol.
- Observation: Observe the passenger throughout the entire flight. If they are getting worse, call for security or be prepared for law enforcement at the destination.
Scenario 4: The Fearful Flyer
Most people are at least a little anxious to fly. A fearful flyer may display considerable stress behaviours such as fidgeting, sweating, or asking numerous questions.
Action:
- Be Compassionate: Show kindness to the passenger. I can see you are feeling a bit anxious. Is there something I can do for you?
- Offer Comforting Statements: Calm the passenger down regarding the flight and the measures taken by the crew for safety. Our flight crew is thoroughly trained, and here to keep you safe.
- Distract Them: Make them watch a movie, read a novel, or listen to music in hopes of diverting their attention.
- Check Up: Periodically check up on the passenger to ensure that they are recovering, and extend support.
Scenario 5: The Uncooperative Passenger
There will be a passenger who refuses to follow your instructions regarding safety, such as fastening up their seatbelt at the time of turbulence and stowing away the carry-on luggage properly.
Reaction:
- Strong but Polite: Direct approach. “Sir/Ma’am, I do believe you should put your seatbelt on for your safety due to turbulence.”
- Educate on the Why: Sometimes just knowing why a rule exists makes it less of a problem. “This is for your safety as well as that of everyone on board.”
- Offer Your Assistance: Can assist a passenger in an effort to fit their luggage or seatbelt in place. “Can I help you with that?
- Escalate if Necessary: If the passenger still refuses to comply, let them know that you need to go ask the captain because safety procedures must be adhered to.
Best Practices of Handling Difficult Passengers
- Keep Calm: To maintain control over a stressful situation is quite crucial. This facilitates easy ways of handling troublesome passengers.
- Active Listening: Take time and actually listen and hear the concerns of a passenger without interrupting a person.
- Empathise: Understand and empathise with their feelings, but the passenger is clearly in the wrong.
- Communicate Clearly: We will communicate policies or requests clearly and simply. We will not use jargon.
- Know When to Involve Others: Understand when you cannot control the behaviour and you will need to “call in” your supervisor or security.
- Incident Documentation: Record any incidents with troublesome passengers, which might be useful to refer to in case of a report to be filed later.
Conclusion
A part of your work as a cabin crew, handling demanding travellers is always on the agenda. Since each case is unique, how you will treat each conflict-solving situation should fit the context while ensuring that safety and comfort for all on board is assured. The cabin could use strategies such as empathy, clear communication, and listening to lighten the mood even in difficult times. And it all boils down to ensuring that all passengers leave with a smile on their faces, having appreciated the value of every single passenger on board.