Airlines Need Training
In a BusinessWeek online article, it talks about how with the rising extra costs of flights (charging for extra bags, snacks, and even blankets and pillows), airport workers are being taught to be nice to angry passengers. And I am sure they don’t need survey software to figure out why passengers are becoming so irate with airlines in general. But here are the three ways they are taught to calm a passenger down.
- Keep a calm voice:Â They are taught that when a passenger raises his or her voice, they need to lower theirs. This will not to escalate the situation. During this, it is important to make eye contact so the passenger can see that you are in control, are listening, and are not going to freak out.
- Give them information: Nothing irritates an angry passenger more than not getting all the facts. Share the knowledge of the situation with them. Let them know everything you are doing to remedy the situation.
- Give Alternatives: With the passenger, brainstorm ideas on how to get them to their destination as soon as possible. Don’t ever stop at step 2. This only incites the passenger even more. There are other options; so just let the passenger know about them and then let them make the decision.
Hopefully these steps will work. Who knows what chaos is ahead of us during the holiday season–especially if they continue to charge for every little thing. Next thing we know, they will be charging for the seatbelt.
