How do you deal with unruly passengers?

With almost every unruly-passenger case, you're better off asking for help, said Mahmood Khan, a hospitality and tourism professor at Virginia Tech. It is better to seek help from the airline crew, since they can provide other seats or find some solution, he said.



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Although it is a very contemporary behavioral disorder, the cause of air anger is attributed to physical and psychological stress. Alcohol is usually regarded as a source of physical stress. Alcohol consumed before or during a flight may cause the person to experience air rage. This anger could also be psychological.

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Really pay attention and listen to the passenger's complaint, and reassure them that you understand and sympathise with their frustration. Ask them what will make the situation better for them. Hopefully they will be reasonable and you can find some common ground to appease their frustrations.

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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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Here are a few questions that make us flight attendants cringe.
  • What Is The Pilot Drinking? ...
  • The Gate Agent Said You Could Seat Us Together? ...
  • Can I Just Sit Here? ...
  • What Hotel Do You Stay At? ...
  • (Ringing The Call Button) Can I Have A Coke? ...
  • What? ...
  • How Many Days Do You Work? ...
  • Is This Your Usual Route?


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