How would you initially deal with an aggressive passenger?

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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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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I'd then ask them to calmly explain the situation and would look at both of their tickets to learn where each of their seats originally were to rid anyone of confusion. If a passenger is still unhappy about their seating arrangements, I would try to find an open seat that meets their preference.

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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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Example: “If I were faced with a situation where two passengers were arguing and disturbing the rest of the travelers, I would first assume an authoritative posture. I'd then explain to the passengers that I would like to help them resolve the situation, but I need them to be calm and help me to work through this.

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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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Distressed passengers is the industry name for airline customers who find themselves stranded in an airport overnight, waiting in customer service queues, or taking uncomfortable rides to distant hotels. What about “walked guest?”

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