Management of difficult situations in the cabin

Question 1

Name some scenarios which might cause a passenger to become disruptive:

Answer 1

• under the influence of drugs/alcohol
• disobeys safety or security instructions
• displays threatening or abusive behaviour
• other causes; prescription drugs, anxiety, jet lag etc.

Question 2

If a difficult situation arises, what points should you bear in mind?

Answer 2

• Remain calm and professional
• Try to calm the situation by giving as much info as possible
• Speak clearly and do not raise your voice
• Do not begin/enter an argument
• Move down to the level of passenger if safe to do so
• Maintain open body language and eye contact
• Ensure all crew members are aware of the situation

Question 3

What are the three steps to follow when dealing with a disruptive passenger? In what tone should these steps be carried out in?

Answer 3

1. Inform (friendly)
   (give time to correct behaviour)
2. Warn (clear)
   (give time to correct behaviour)
3. Action (calm)