What is difficult passengers?

Difficult Passengers This might include delayed flights, the behaviour of another passenger onboard, or even someone not liking the in-flight menu. It's important to remember that when a customer is cross or upset, it's not personal – they're just taking out their frustration on you because you're there at that moment!



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Priority boarding (also called priority access or preferred access) is a service that some airlines offer to passengers, granting them the right to get on the plane before the general boarding groups.

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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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Here are a few tips for being a good passenger:
  1. wear your seat belt at all times.
  2. be a 'good co-pilot', for example, support the driver in ensuring that other passengers act responsibly - offer to help navigate, keep the radio volume at a reasonable level and don't channel jump.


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Airlines must offer passengers the following 3 choices:
  • A ticket on another flight.
  • A refund of the fare – including airport taxes and fees.
  • A way of getting to their destination via other means – e.g. a bus ticket plus transfers.


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Help the Parents
If a baby is crying and the parents are having trouble consoling them, a flight attendant may offer to help out. This could involve anything from holding the baby for a few minutes so the parents can take a break, have their own bathroom visits, etc.

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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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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.

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