Flight Attendant Course – Part Two

Request Which Can Be Met

These requests can further fall into two categories:

1. Solution Available Immediately

What:
Request which can be met without any delay.

When:
Instances where passenger has a very straight forward request or encounters a problem for which there is an acceptable and ready solution.

How:
a. Take immediate action

b. Inform the passenger what you can do to help. ( when informing the passenger, use plain English and avoid airline jargon.

Where appropriate:
state how your action will benefit the passenger.

Example:

Passenger:
This is the first time for me that I am travelling with my baby.
Do you have a special area in the aircraft for me to change the infant diapers?

Crew:
Yes, Madam. We have a toilet that has this facility. Would you like me to show it to you now?

–

2. Solution Not Available Immediately

What:
Passenger request which can be met, but require some time to excuse.

When:
Situation where facts need to be verified before we revert to the passenger.

How:
Assure the passenger that you will do your best to assist.

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3. Revert to Passenger
(You should inform the passenger exactly when you will revert.)

Example:

Passenger:
“I would like to change my seat to one further away from the galley. Is it possible?”

Crew:
“Sir, I will check and see if there is any empty seat available for you that is further away from the galley.”

Exercises:

Scenario:
while passenger boarding, a passenger request to change the seat but passenger load quite full.

How will the crew manage this situation?

Scenario:
A tall passenger request to change his seat to the emergency exit area since there is more leg space for him.

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How will you solve this problem and how will you explain?

Managing Dissatisfied Passengers

Why is it important to manage Dissatisfied passengers?

Dissatisfied occurs when passengers’ expectation are not met. It is important that dissatisfactions are handled well so that any damage can be contained or corrected. The consequence of not handling dissatisfactions well is that the passenger will have the perception that we do not care about him/ her.

Dissatisfactions can arise from three major types of situations:

• Unrealistic expectations
• Misunderstanding
• Mishandling

Unrealistic Expectations

What:
When the passenger wants you to do something which is beyond your authority or expects a service which the company cannot provide.

How:
1. Show your concern.

2. Explain why the demand cannot be met.

3. Offer alternatives

Example:

Passenger:
‘’I don’t care if your business class is fully booked. Since I’m a priority passenger, surely you can seat me here.’’

Crew:
(Show your concern) ‘’I can understand your urgency to travel in comfort.’’

Explain:
“We are unable to seat our priority passengers in Business Class when it is fully booked.”

Offer alternatives:
However, we do guarantee you an Economy Class seat and will put your name on the waiting list for Business Class. I hope that would be acceptable to you.

–

Misunderstanding

What:
When there has been misunderstanding or poor communication between crew and passenger.

How:
1. Show your concern

2. Correct the misunderstanding tactfully. (The way you go about correcting the misunderstanding is very important. Do not imply that it is passenger’s fault to have misunderstood.)

Example:

Passenger:
‘’I understand the regulations of the airlines but I want to put my bag on the floor even though it is the emergency exists area. I got some valuables inside my bags.’’

Crew:
‘’We understand your concern about your bag; we do have this regulation but the safety is not only for yourself but for other passengers as well. May I find the empty seat for you where you can stow your bag under your eyes.’’

• Listen
• Accept passenger’s feeling / concern
• Clarify
• Take action
• Refer complaint
• Be cheerful to the passenger

–

Mishandling

What:
when a passenger’s dissatisfaction is due to a lapse in our service. Often, you will not be able to respond until you have investigated the matter.

How:
a. Show your concern. (Offer any interim compensation, if applicable)

b.  Explain what you will be doing to assist

c.  Revert to the customer. ( Inform the passenger of the measure(s) taken to meet his expectations.)

Example:

Passenger:
“you’ve split orange juice all over my shirt.’’

Crew:
“Apologize! I am so sorry, Sir. I’ll clean it up right away.” (Show concern ).
“Sir, here are some hot towels for you. In the meantime, could I serve you another drink?

A Flight Attendant has a range of responsibilities during each flight, the most important of which is to keep passengers safe and to ensure that everyone on board follows security regulations.

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