Dealing with Difficult Customers for Aviation Frontline Professionals
The ability to manage difficult customers is crucial for the well-being of aviation professionals and frontline staff. My years in leadership roles across reservations, sales, and airport frontline positions have taught me that while most interactions with airline customers are positive and pleasant, there are inevitably moments when customers are upset. They bring not only physical baggage but also emotional baggage and the inherent stress of travel. Aviation frontline staff must learn to deal with a diverse range of personalities, and not all interactions will go smoothly. As air travel increases, so do reports of difficult passenger and customer interactions. Staff must balance customer care with flight safety, and daily incidents of disruptive passengers are reported globally. Social media often amplifies these incidents, highlighting irrational, sometimes violent and threatening behavior. Conflict resolution training, a key negotiation skill, is essential for frontline staff. In these situations, the customer wants something, and you must determine what you can realistically offer.
From the customer's perspective, their experience is like a blank sheet of paper. While most of the experience may be positive, they will often focus on the single negative incident, the "spot" on the otherwise clean sheet, representing their overall flight experience. With millions of people traveling daily, what can frontline staff do to ensure the best possible outcomes when interacting with difficult or irate customers?
The first and most crucial step is to maintain your own professionalism. Even when faced with personal insults or comments, do not take it personally. You are there to do a job, and you can choose to detach yourself from overreacting or losing your composure.
In training sessions I've conducted at a major airline, I use an inflated balloon to illustrate how an interaction often begins. The balloon, like the customer, is full of tension and pent-up emotions. Releasing the open balloon, letting it zip around until it's empty, represents the customer's initial outburst. Only after the balloon is deflated, the initial venting is complete, is it time to engage in meaningful dialogue. The critical skill here is active listening. My experience with countless irate customers at airports and over the phone has shown me that most interactions improve significantly when customers are given the opportunity to fully express their concerns. They need to vent. While some demands may be unreasonable, the majority of upset customers have valid reasons for their emotional state. It's vital, however, to establish clear boundaries against abusive or violent behavior. Airline and airport employees should never tolerate abuse. If language becomes inappropriate or physical threats are made, create distance, set firm boundaries, and calmly state that the conversation can continue only when conducted respectfully.
Once respectful communication is established, even if the customer remains emotional or speaks loudly, view the interaction as an opportunity to practice your professionalism and problem-solving skills. In my experience, the most irate customers are those who feel their concerns are being dismissed, or that staff are not showing empathy or a genuine willingness to help.
Listen intently, ensuring your facial expression and body language convey your intent to assist. Let them speak uninterrupted, then summarize their concern back to them. If their complaint is unreasonable, calmly explain your understanding of the situation and then, and only then, offer a solution or clearly explain your decision and the reasoning behind it. Maintain respect and professionalism throughout. Once customers have vented, released some steam, and feel heard, you have a chance to move from the emotional to a more rational discussion of possible solutions.
Regardless of your personal feelings or perception of the customer's behavior, remember you are working. You are being paid to maintain your composure and approach the situation as a professional challenge. Tell yourself, "This is an interesting situation. I'm going to focus on achieving the best possible outcome for everyone." Sometimes this means politely but firmly saying no. Other times it involves compromise, waivers, or creative alternative solutions. Thinking on your feet is a skill developed through experience. The dynamics of each situation are unique. You must quickly assess how much time you can dedicate to the customer without negatively impacting other customers or operational efficiency. This balancing act, honed through experience, becomes second nature. These situations often arise at the worst possible moments—just before closing the aircraft door, or when multiple operational issues converge. This is when prioritizing mission-critical decisions and resources becomes essential. Your team is observing you. Consistent and fair application of policies is vital. You must support your team's decisions and avoid giving in simply to appease a demanding customer.
You must be mindful of the impact on the customer, your team, and the company's resources. The best approach will always be context- and time-dependent.
Here are some fundamental recommendations for dealing with difficult customers, applicable to flight crew, ticket agents, and check-in staff alike:
First, manage yourself. What is your mindset going into the interaction? You have the ability to create a mental buffer. The customer doesn't know you, and this is likely your first interaction. Approach it with an open mind, the intention to listen, and the goal of finding the best solution for everyone involved. Sometimes the solution is simple; other times, it's more complex.
Here are a few key strategies;
See the Person, Not Just the Problem
Passengers are rarely angry at you personally. They are frustrated with a situation: missed connections, lost luggage, delays. Empathy is key. Ask yourself, "If I were in their shoes, how would I feel?"
Listen More Than You Talk
As with the balloon analogy, let them vent. Often, simply expressing their frustration is enough to de-escalate the situation. Focus on truly listening, not just waiting for your turn to speak. Active listening is essential. Nod, make eye contact, and use phrases like, "I understand this is frustrating, and I want to help. Let me make sure I understand what happened..." This demonstrates engagement and shows you care.
Control Your Reaction
Defensiveness is natural, but in this role, you must remain calm and professional. Take a deep breath before responding. Use self-talk: "I can handle this. I've dealt with similar situations before." Resist the urge to raise your voice, even if they are shouting. Lower your tone and speak clearly and calmly. If you feel yourself becoming agitated, if possible, step away briefly to compose yourself, or consult with a colleague. A fresh perspective can be invaluable.
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Focus on What You Can Do
Be solution-oriented. Passengers want solutions, not explanations of behind-the-scenes logistics. Avoid phrases like, "It's company policy," or "I just work here." While technically true, these phrases often escalate the situation. Instead, focus on what you can do. "Let me check other flight options," or "I can help you file a lost baggage report." Even if you can't solve everything, offering concrete steps demonstrates your willingness to help.
Offer Choices and Alternatives
Giving passengers a sense of control can make a significant difference. "Would you prefer a meal voucher or a hotel room?" Even small choices can empower them and reduce frustration. Often, simply demonstrating genuine care and a willingness to help is enough to de-escalate the situation and open a channel for effective communication.
Know When to Call for Backup
You are not alone. If a passenger becomes abusive, threatening, or violates regulations, involve a supervisor, security, or other appropriate personnel. Your safety and the safety of others are paramount. Don't hesitate to escalate. Clearly state your willingness to help, but also set firm boundaries for acceptable behavior.
Document Everything
After a particularly challenging interaction, create a brief record of the incident. Include the passenger's name and seat number (if possible), the nature of the complaint, and the steps you took. This documentation can protect you and the airline should further issues arise. This is especially important for phone interactions.
Debrief and Decompress
Dealing with difficult passengers is emotionally draining. Talk to a colleague, supervisor, or friend about your experience. Find healthy ways to de-stress after your shift – exercise, hobbies, spending time with loved ones. Don't take the stress home with you. Remember, don't take it personally. Resilience is built through a healthy and balanced lifestyle. These interactions can be challenging, but they can also be opportunities for growth and developing your problem-solving skills. View them as interesting puzzles to be solved, challenges you are capable of overcoming. Always believe in your ability to handle the situation.
By
Noel Cox
Principal Aviation Consultant at avcox
This is a second in a serious on Conflict Resolution, you may be interested in the first is when dealing with difficult colleagues or team situations. Here: