How to better deal with Upset and Disgruntled passengers?
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Unhappy Pax Types
There are basically two types of unhappy passengers.
1.Those who are unhappy with their circumstances
2.Those who are unhappy in themselves
You can help the first...you cant help the second.
They are not unhappy with you...they dont know you.It is not personal
Listen..when they draw breath introduce yourself by name..you have now become a person.
Acknowledge their problem
Evaluate what is being said
Respond.
The LAER principal.
If you are being threatened and fear for your safety inform them of that
By this stage you will have helped 85% of passnegers.The other 15% you can never help.
Never tell lies or make information up.You will always be caught out
Always always remember...it is not personal...losing your temper will never achieve a successful outcome for them or you.
Reading attending courses and personal experience have led me to form this method of dealing with difficult situations/passengers
Good luck
1.Those who are unhappy with their circumstances
2.Those who are unhappy in themselves
You can help the first...you cant help the second.
They are not unhappy with you...they dont know you.It is not personal
Listen..when they draw breath introduce yourself by name..you have now become a person.
Acknowledge their problem
Evaluate what is being said
Respond.
The LAER principal.
If you are being threatened and fear for your safety inform them of that
By this stage you will have helped 85% of passnegers.The other 15% you can never help.
Never tell lies or make information up.You will always be caught out
Always always remember...it is not personal...losing your temper will never achieve a successful outcome for them or you.
Reading attending courses and personal experience have led me to form this method of dealing with difficult situations/passengers
Good luck
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Don't loose any sleep over it melbro, passengers really need their heads smashed against the ceiling during unanticipated turbulence. They forget even flying with a premium airline, that they are on an airplane and not at Rockpool in Sydney. Some of their requests are so selfish and unrealistic. The best advice is just to bite your tongue, I know its hard even for me but there is nothing worse than boarding a wide body aircraft then getting 500 passengers boarding with 3000 bags complaining about wanting a window seat, extra leg room, that their husband is on the other side of the aircraft, that they left something behind at security or that they have a not ordered a special meal or that the fat person next to them stinks of sweat and wants to change seats already on your oversold flight. Just nod and say i'll get the manager to come speak to you.
Tips?
First one would be to delete the word "...but..." from your dictionary. Pretend it never existed. Makes arguments over your comments less likely. "I know you want extra legroom but there aren't any spare seats" compared to "I know you want extra legroom and I'd let you have one had there been any spare seats". It probably doesn't work so well on a computer screen but in real life it seems to be helpful. (Wife is a Pshrink/union negaotiator and thus a highly experienced and very devious bitch when it comes to arguing)
Second would be to know the difference between open hand gestures and closed hand gestures. Seems to go back to caveman times when a closed fist represented a sharp rock or a pointed stick that the caveman was going to use on you. If he waved an open hand (standard worldwide "hello" gesture) it meant he wasn't threatening you. A balled angry fist or a pointing finger in the face is a visual representation of the sharp rock and pointed stick. If you can keep your palms facing the miserable b45tard then it seems to subconsciously say that you aren't threatening them and, lets face it, they are often angry because they are going to be propelled in a small alloy tube at high speed/altitude without any control over their own destiny and will react accordingly. As mentioned above somewhere, treat them a bit like frightened children who are lashing out in frustration. Failing that, a kick in the b0110cks works quite well.
First one would be to delete the word "...but..." from your dictionary. Pretend it never existed. Makes arguments over your comments less likely. "I know you want extra legroom but there aren't any spare seats" compared to "I know you want extra legroom and I'd let you have one had there been any spare seats". It probably doesn't work so well on a computer screen but in real life it seems to be helpful. (Wife is a Pshrink/union negaotiator and thus a highly experienced and very devious bitch when it comes to arguing)
Second would be to know the difference between open hand gestures and closed hand gestures. Seems to go back to caveman times when a closed fist represented a sharp rock or a pointed stick that the caveman was going to use on you. If he waved an open hand (standard worldwide "hello" gesture) it meant he wasn't threatening you. A balled angry fist or a pointing finger in the face is a visual representation of the sharp rock and pointed stick. If you can keep your palms facing the miserable b45tard then it seems to subconsciously say that you aren't threatening them and, lets face it, they are often angry because they are going to be propelled in a small alloy tube at high speed/altitude without any control over their own destiny and will react accordingly. As mentioned above somewhere, treat them a bit like frightened children who are lashing out in frustration. Failing that, a kick in the b0110cks works quite well.
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beerdrinker
That sort of behaviour is going to get you decked, at the very least, if not sued.
As an occasionally pissed off passenger, being listened to, and understanding that I am sometimes frustrated with the system, goes a LONG LONG way to cooling me down.
Spill hot coffee into their lap
As an occasionally pissed off passenger, being listened to, and understanding that I am sometimes frustrated with the system, goes a LONG LONG way to cooling me down.
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Largely you are inconsistent. You quote laws that do not exist, then get a ****ty on when people don't believe you. Cell phone use on the ground for example - I dare you to quote me the rules, 99% of you are ignorant of reality. There are more rules about the use of HF radio by the pilots…
The reason you can’t use PCs or other electronic equipment during take off and landing (like it would actually make a difference) is to do with the IF in the devices. Do explain what that means if you can and why it would be a problem, or not, if you know the difference.
Most of you can’t which is why people think you haven’t a clue and don’t take you seriously. Don’t think your passengers are stupid, they are not!!
The reason you can’t use PCs or other electronic equipment during take off and landing (like it would actually make a difference) is to do with the IF in the devices. Do explain what that means if you can and why it would be a problem, or not, if you know the difference.
Most of you can’t which is why people think you haven’t a clue and don’t take you seriously. Don’t think your passengers are stupid, they are not!!
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The reason you can’t use PCs or other electronic equipment during take off and landing (like it would actually make a difference) is to do with the IF in the devices. Do explain what that means if you can and why it would be a problem, or not, if you know the difference.
I read the preceding post with a real sense of sadness: i had thought that I might have become immune after all this time and was slightly surpised to discover that I hadn't. I don't think you're stupid, Vortex... But I do think you're nasty. Your post drips with contempt for FA's in general and an extraordinary level of venom based upon perceived shortcomings of a group of people because you believe that they aren't as intelligent as you. The existence of this thread is a reassurance that some FA's and some customers are prepared to think about how best to handle difficult situations to the benefit of all involved. Vortex contributions also serve to remind us that in some instances the only effective solution is to walk away.
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You quote laws that do not exist, then get a ****ty on when people don't believe you. Cell phone use on the ground for example - I dare you to quote me the rules, 99% of you are ignorant of reality.
Vortex mate, your post does you absolutely no favours, and rather shows you in a not very pretty light.
I agree with sevenstrokeroll here, his post was excellent, and really does demonstrate that being humane rally can make all the difference.
Folk are folk, most are not mean, horrible or bad. Sometimes they act out of character especially in places and situations they may not normally be in.
Listen first, try to understand, and then engage mouth
In that order well!
I agree with sevenstrokeroll here, his post was excellent, and really does demonstrate that being humane rally can make all the difference.
Folk are folk, most are not mean, horrible or bad. Sometimes they act out of character especially in places and situations they may not normally be in.
Listen first, try to understand, and then engage mouth
In that order well!
Worth bearing in mind that in the majority of cases the source(s) of the passenger's frustration had nothing to do with you but the passenger wants to get something out of their system and you present one of the few available options ! If you stay polite and seem sympathetic then not sure how you can blame yourself if it isnt enough.
Oh and IF probably means intermediate frequency, a radio term. Received signals are converted to an intermediate frequency in a superhet system. An oscillator in the receiver generates a mixing sign to enable the frequency conversion and this oscillator could act as a transmitter if the design is not good. Apropo of what I am not sure.....
Oh and IF probably means intermediate frequency, a radio term. Received signals are converted to an intermediate frequency in a superhet system. An oscillator in the receiver generates a mixing sign to enable the frequency conversion and this oscillator could act as a transmitter if the design is not good. Apropo of what I am not sure.....
Last edited by Mr Optimistic; 1st Apr 2013 at 21:24.
Used to quite enjoy dealing with the completely unreasonable passenger you can find on any flight (after the cabin crew had tried their best).
I found that if the captain was seen to be dealing with the perceived grievance as politely and reasonably as possible the rest of the pax would gang up on the complainer.
Best example was the chap sitting three rows behind the offender who stood up and said, "Captain, why don't you just tell him to f**k off?"
Saved me the trouble.
I found that if the captain was seen to be dealing with the perceived grievance as politely and reasonably as possible the rest of the pax would gang up on the complainer.
Best example was the chap sitting three rows behind the offender who stood up and said, "Captain, why don't you just tell him to f**k off?"
Saved me the trouble.
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Vortex, you really do seem to be more concerned with how you can outsmart a member of cabin crew with technical information, which you believe they are unlikely to understand, than to just comply, like a decent person. You also seem to think because cabin crew cannot recite particular laws, they are wrong in their requests to comply with company safety regulations? Well, let me break it down with the only law YOU need to be concerned with - The Air Navagation Order, part 19. Article 141 "every person in an aircraft registered in the UK shall obey all lawful commands which the commander of that aircraft may give for the purpose of securing the safety of the aircraft and of the persons or property carried therein, or the safety, efficiency or regulation of air navigation". Basically, what that means to you is, regardless of what one airline may allow to another, what a cabin crew requests you to do based on safety grounds (cabin crew are acting for the commander, therefor the request is BY the commander) you must comply. By law.
Should you argue, challenge or refuse to comply with these safety requests from the cabin crew, lets move onto Article 142...... "No person shall, while in an aircraft use any theatening, abusive or insulting words towards a member of the crew of the aircraft. Behave in a threatening, abusive insulting or disorderly manner towards crew of the aircraft. INTENTIALLY INTERFERE WITH THE PERFORMANCE BY A MEMBER OF CREW OF THE AIRCRAFT OF HIS DUTIES".
So, you may feel cabin crew don't know the particulars of what each peice of technical equipment may or may not do, however, that's not really important. If a crew member has asked you to stop using your laptop whilst the aircraft is taxiing, it would be in your best interest to do so. If not, we go back to gate and have you arrested. SIMPLES.
Going back to the original topic of this discussion, there have been excellent suggestions on how to deal with upset customers. I personally feel, if the customer feels listened to, validated with genuine empathy, with an objective of resolve, in whatever way you have power to do so, 9/10 they are disarming and appreciative. I think we all can get disgruntled at times when our expectations have not been achieved, quite right, but it is how the person deals with the complaint we often remember.
Should you argue, challenge or refuse to comply with these safety requests from the cabin crew, lets move onto Article 142...... "No person shall, while in an aircraft use any theatening, abusive or insulting words towards a member of the crew of the aircraft. Behave in a threatening, abusive insulting or disorderly manner towards crew of the aircraft. INTENTIALLY INTERFERE WITH THE PERFORMANCE BY A MEMBER OF CREW OF THE AIRCRAFT OF HIS DUTIES".
So, you may feel cabin crew don't know the particulars of what each peice of technical equipment may or may not do, however, that's not really important. If a crew member has asked you to stop using your laptop whilst the aircraft is taxiing, it would be in your best interest to do so. If not, we go back to gate and have you arrested. SIMPLES.
Going back to the original topic of this discussion, there have been excellent suggestions on how to deal with upset customers. I personally feel, if the customer feels listened to, validated with genuine empathy, with an objective of resolve, in whatever way you have power to do so, 9/10 they are disarming and appreciative. I think we all can get disgruntled at times when our expectations have not been achieved, quite right, but it is how the person deals with the complaint we often remember.
Last edited by Doorstomanual; 1st May 2013 at 00:49.
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Absolutely on the button. Carnegie wrote HTWF&IP more than six decades ago and when you read it you say .."Of course...that's obvious". But the point is it's only obvious when you read it - and then retrace how you (and I) mishandled people in the past. Highly recommended.
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Some years ago I was a passenger on a flight from Florence to LHR. An elderly male passenger with two walking sticks was seated in the seats beside the wing emergency doors.
I politely pointed it out to the cabin attendant who said it was in order. I asked her to inform the captain. (All politely and in accordance with How To Win Friends and Influence People - I was at that time teaching Pax handling to BAA). She returned and said the captain said it was OK).
Aware of the very sensible flight safety regulations I told her that I would of course have to accept it. (I didn't fancy a night in a Florence pokey).
However - somewhere over France the old gentleman was re-seated at the front of the aircraft which turned out to be very convenient for the electric cart he needed when we he disembarked at Terminal 5. I noticed that he couldn't lift his case off the carousel let alone the 20kg disposable hatch he had been seated beside. Though I would add that happily that had not been necessary.
Upon submitting a report, I was a bit reassured by the CAA controller's assurance that the captain had in fact NOT been informed by the cabin attendant, and her report to me of his comment was false.
Perhaps that should be made a subject of air safety regs?
I politely pointed it out to the cabin attendant who said it was in order. I asked her to inform the captain. (All politely and in accordance with How To Win Friends and Influence People - I was at that time teaching Pax handling to BAA). She returned and said the captain said it was OK).
Aware of the very sensible flight safety regulations I told her that I would of course have to accept it. (I didn't fancy a night in a Florence pokey).
However - somewhere over France the old gentleman was re-seated at the front of the aircraft which turned out to be very convenient for the electric cart he needed when we he disembarked at Terminal 5. I noticed that he couldn't lift his case off the carousel let alone the 20kg disposable hatch he had been seated beside. Though I would add that happily that had not been necessary.
Upon submitting a report, I was a bit reassured by the CAA controller's assurance that the captain had in fact NOT been informed by the cabin attendant, and her report to me of his comment was false.
Perhaps that should be made a subject of air safety regs?
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For those wondering why phones have to be turned off:
Ever put a phone next to a speaker whilst its sending/receiving cellular data and been annoyed by the noise?
The aircraft PA/flight/service intercom system is quite sensitive to that exact interference. Trust me, we had it all through the taxi the other day!
Not ideal when trying to give a safety briefing.
Ever put a phone next to a speaker whilst its sending/receiving cellular data and been annoyed by the noise?
The aircraft PA/flight/service intercom system is quite sensitive to that exact interference. Trust me, we had it all through the taxi the other day!
Not ideal when trying to give a safety briefing.
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Win more with sugar!
Dealing with upset and rude passengers is a daily challenge for flight attendants, myself included. Kill them with kindness works almost 99% of the time for me. I start with "bless your heart, you must...." along with a big smile seems to take the wind out of their sails. Most of the time they just want to feel that your on their side. I had a woman on my flight who had her bag on her lap....I very kindly told her that the bag needed to go under her seat. Her response? "Oh shut up, shut up, shut up." I smiled and said "bless your heart you must be just miserable" then walked away. She was literally speechless. It also works well with grumpy coworkers.
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There are some rules of engagement to be considered here. On safety stuff, you do as you are told and inform, ask, tell, order passegers as appropriate. These are non-negotiable items. The only justification required is "Because you are required to do so". Do not add legal reasons or 'for insurance" or other such guff.
If you are trapped in the middle of a service that is time critical you will not have time to speak with Mr/Mrs Angry. Tell them your name, ask them theirs and tell them that you will come back to them either shortly, when you have finished the service or whatever. And do so. Address them by name, tell them that you have some time for them, pin back your ears and listen. Use firecat's flow.
You may be able to help, you may not. But unless you know what their problem is you will never know. Someone above mentioned that you should remember the attack is not personal, unless of course you did do something. In which case you can tell them you are sorry and didn't mean to upset them. You will also not be able to solve every problem. That's life. My last run in with a passenger was when he told me he would never fly with us again. "I've been stuck at your bloody airport for 18 hours and you've done nothing to help me. I hated every minute of this flight, the service was vile... etc." This was all shouted at me in my face. He was a lost cause and was foul to every member of the crew he met. He wanted a fight. "Excellent!" was my reply. "There's some really good airlines who will love your business. Good bye". I then 'guided' him off the aircraft but he was so keen to have a go he wasn't looking where he was going and tripped A over T. Shame!
But this guy was an exception. Most people will calm down when you listen. More will calm down after an explanation. Others will be satisfied when you solve their problem by you or others taking the appropriate action. A remainder will not be satisfied because there is nothing that can be done, but at least they know and you listened.
I hope this helps.
PM
If you are trapped in the middle of a service that is time critical you will not have time to speak with Mr/Mrs Angry. Tell them your name, ask them theirs and tell them that you will come back to them either shortly, when you have finished the service or whatever. And do so. Address them by name, tell them that you have some time for them, pin back your ears and listen. Use firecat's flow.
You may be able to help, you may not. But unless you know what their problem is you will never know. Someone above mentioned that you should remember the attack is not personal, unless of course you did do something. In which case you can tell them you are sorry and didn't mean to upset them. You will also not be able to solve every problem. That's life. My last run in with a passenger was when he told me he would never fly with us again. "I've been stuck at your bloody airport for 18 hours and you've done nothing to help me. I hated every minute of this flight, the service was vile... etc." This was all shouted at me in my face. He was a lost cause and was foul to every member of the crew he met. He wanted a fight. "Excellent!" was my reply. "There's some really good airlines who will love your business. Good bye". I then 'guided' him off the aircraft but he was so keen to have a go he wasn't looking where he was going and tripped A over T. Shame!
But this guy was an exception. Most people will calm down when you listen. More will calm down after an explanation. Others will be satisfied when you solve their problem by you or others taking the appropriate action. A remainder will not be satisfied because there is nothing that can be done, but at least they know and you listened.
I hope this helps.
PM