Conflict on board an aircraft Flashcards
Kicking child
Take PAX to the galley. offer tea/coffee. talk to parents. Offer alternative activities (activity pack). Back to PAX and offer empty seat if available. Incident report.
Headphones don’t work
Apologise. Offer snacks, drinks, magazines. Ask if they have their own headphones. If not ask someone not using headphones (children, elderly). Check on PAX regularly. Incident report.
Bad weather delay
Ask PAX if they have connecting flight. Make PA announcement asking PAX to raise their hand if they have a connecting flight. Take manifest with numbers to captain. Captain radios ground staff who start to figure it out. If available give fast track card to PAX so they can skip queues. If there is space then move to front so they can disembark first.
No overhead locker space
empathise. check for space. if available put it there and tell PAX row number or tell PAX empty space and they put it there themselves. If no space, tell PAX take out important medications. Put priority label on bag and explain to PAX their bag will come out first at the baggage carousel. give baggage receipt.
No vegetarian meal
apologise/sympathise. ask PAX what they can and can’t eat. explain you’re going to other classes to find vegetarian food and put something together. Ask PAX how their meal was ordered and that it needs 48 hours and check for rest of their flights.
Drunken passenger
refuse further drinks. offer food and non-alcoholic drinks. inform other crew members. if persists say it’s company policy and the law. if threatening tell PAX you’re informing captain and authorities will meet you when we land. incident report.
Secret smoker
check door with back of hand. knock + ask PAX to open door. if they don’t tell them open the door, it’s now a safety issue. if they don’t open door from outside. tell PAX put cigarette out NOW. communicate with all other crew and tell captain. tell PAX captain has been informed and authorities will be waiting when we land as they have broken the law. incident report.
Business class imposter
ask to see boarding pass and check seat number. tell PAX they’re in the wrong seat and to move back. if they refuse, tell them it’s a safety issue. if they still refuse tell them to move back, it’s a safety issue and comply with cabin crew instructions. if they still refuse threaten with I will tell captain and authorities will be waiting when we land. now they’ll comply but still tell captain. incident report.
Seat recliner rage
tell PAX to stop, you’re damaging aircraft equipment. if they continue, inform crew and captain. if they persist, tell them again you’re damaging the aircraft equipment and need to comply with cabin crew instructions. if still no get restraints and tell them authorities will be waiting when we land. incident report.
Attack on the flight deck
tell PAX this flight deck will not open, go back to seat. if PAX continues, inform other crew. If persists instruct PAX assertively, their behaviour is a safety issue and you must return to your seat. if safe go to flight deck and get restraints as a precaution. if not safe tell PAX pilot has been informed and authorities will meet you when we land. continue to monitor PAX. incident report.
