Enabling Flight Attendants to Handle Unruly Passengers

Avocado Airlines, a mid-sized regional airline, has noted a significant increase in the instances of disruptive and unruly behavior among passengers, leading to delayed deplaning, diverted flights, and other flight plan changes. Flight plan changes can lead to customer dissatisfaction, FAA fines, and loss of revenue.

Flight attendants, who are responsible for managing a safe cabin atmosphere, report feeling poorly equipped to deal with the increasing number of unruly passengers. Senior leadership of the airline has hired you to design a training opportunity for flight attendants to enable to them to de-escalate and manage unruly passengers with the goal of reducing the number of flight plan changes.

Your subject matter expert will be Samantha Williams, Senior Manager for Inflight Services and Safety at Avocado Airlines. She started her long career as a flight attendant before moving up the ranks into airline leadership. In her current role, she oversees all aspects of flight attendants' duties, and, although she doesn't know much about design and developing training programs, she has comprehensive knowledge about how flight attendants can positively and safely interact with passengers.