We have all been there - a passenger gets impatient, snaps at you, or just has a bad attitude. Staying calm and professional isn’t always easy, especially on a long shift. So, how do you handle it when a passenger is being rude?

Here are a few tips that have worked for me (and kept my stress levels down!):

Stay calm and don’t take it personally! The first thing I remind myself is that it is not about me. People bring their own issues on board, and sometimes we are just the closest target. Deep breath, stay calm, and don’t let it get to you.

Use polite, short responses - I find that keeping responses short and polite stops things from escalating. Phrases like, “I understand” or “I will see what I can do” work wonders without making promises you can’t keep.

Keep the tone friendly but firm - Being friendly helps calm people down, but sometimes you have to be firm, especially if they are demanding something unreasonable. I use a friendly but steady tone - helps me stay in control of the situation.

Ask a colleague for backup - When it feels like things are getting tense, having another crew member step in can diffuse the situation. A different face sometimes changes the passenger’s mood.

Focus on the calm passengers nearby - I try to remember that most passengers are nice, so I focus on them whenever one person is being difficult. It helps keep me positive.

What are your strategies for dealing with rude passengers? Any phrases that work, ways to calm yourself down, or things that help you keep a positive vibe?