How do flight attendants deal with difficult passengers?

Keep it on the down-low. If a passenger raises a concern or looks as if they're about to cause a scene, respond in a calm, quiet manner. Sometimes all it takes is a simple request from Cabin Crew to stop a certain behaviour. And there's nothing more counterproductive than embarrassing or provoking an upset passenger.



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Section 44902(b) of the FAA, known as “permissive refusal,” provides pilots with broad authority to remove passengers. The pilot in command stands in the role of the air carrier and can decide whether to remove a passenger from a flight for safety reasons.

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9 Tips for Dealing with Difficult Passengers
  1. Keep it on the down-low. If a passenger raises a concern or looks as if they're about to cause a scene, respond in a calm, quiet manner. ...
  2. Switch it up. ...
  3. Use distraction. ...
  4. Talk to a colleague. ...
  5. Show compassion. ...
  6. Stop serving alcohol. ...
  7. Answer questions. ...
  8. Be kind to parents.


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Flight attendants are trained in being able to spot potentially disruptive passengers and in security, conflict management, self-defense, and restraint. If the situation worsens, a flight attendant has to intervene and give a warning to the passenger.

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What causes a disruptive passenger? “Many things can contribute to disruptive behavior, like a fear of flying, stress, delays, personal problems, alcohol, drugs and others,” Silva said. She added that on several routes between popular cities, she has to deal with more passengers under the influence of alcohol.

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“I would repeat my instruction to the passenger, in case he/she misheard me due to cabin noise, and emphasize the consequences of disobeying a crew member. If the passenger still refuses to comply, I would seek assistance from other flight assistants. As a last resort, I would report the situation to the captain.”

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There are a few things passengers should never say to flight attendants in order to make their job easier. Examples include calling an attendant stewardess, and asking an attendant to watch your children. Flight attendants have a taxing job, but it can become even worse when passengers say the wrong things.

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Flight attendants are trained in first aid – and this covers panic attacks and supporting people with anxiety on a flight. This training includes the questions they should ask someone having a panic attack and how to manage you out of one.

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Slip and fall accidents. These often result in fractures, back, spinal, and neck injuries, traumatic brain injury, and other complications. Violence. Irate passengers pose an increasing danger to flight attendants.

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Cabin crew are held to a high standard when it comes to their appearance. They are expected to be well-groomed and maintain a professional look at all times. One of the most visible aspects of this is their height and weight.

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What's your first name? These days, air travel rarely brings out the best in anyone. But hitting, threatening, or interfering with a crewmember working on an airplane violates federal law and can result in a felony conviction. The Federal Aviation Administration (FAA) can also impose substantial fines.

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These days, air travel rarely brings out the best in anyone. But hitting, threatening, or interfering with a crewmember working on an airplane violates federal law and can result in a felony conviction.

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Tell your passenger what you're doing. Narrate what you're doing and why. This will calm their nerves so they know what's going on. It can also provide enough of a distraction for them to forget what they're worried about!

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These five airlines bumped the most passengers:
  • Frontier: 2,442.
  • American: 2,069.
  • Southwest: 610.
  • Spirit: 444.
  • Alaska: 66.


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What bothers airline passengers the most? Manspreading, body odor, and even the sometimes beloved tradition of clapping when the plane lands made the list. According to Only Wanderlust, the common airline passenger annoyances in order are: The Kicker — Your seat being kicked.

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You need to be polite and apologize to the passenger. Try and calm down the passenger and if need be report the situation to the senior member. To answer this question you can say something like: I would first apologize to the passenger and ensure him/her that this situation won't happen again.

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If a flight attendant sees a passenger going above and beyond to be pleasant and polite, they get a positive rating. If a passenger is being irate, rude or inconsiderate, they'd get a negative rating. Everyone starts at a base-level rating (say 3) and can either go up or down.

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