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How would you handle a situation in which a passenger keeps breaking basic flight rules such as wearing their seat belt?

1 Flight Attendant Interview Questions

By: Rachelle Enns

How to Answer

As an FA you will often come across passengers who simply don't care about the rules and regulations of flying. Talk to the interviewer about your method for dealing with these types of passengers.

Professional Answer Examples
General
Answer example

"In my current FA role, I have been trained to handle uncooperative passengers in a variety of ways. If reasoning with them does not work then I will ask them to personally suggest what a reasonable solution may be. If they are unwilling to reason with me then I will remove myself from the situation asking another FA to step in."

Answer example

"I've been trained to handle unruly passengers in a number of ways. Usually, these kinds of passengers don't respond well to people who try to exert authority onto them, so I explain to them that government regulations require passengers to be wearing their seat belts at this time, and that it was for the safety of all the passengers. I'd explain to him what would happen if he didn't have his seatbelt on during sudden turbulence. If he still refuses, then I'd emphasize the rules again and ask him what his suggestion is."

Written by:

Rachelle Enns
Rachelle Enns is an executive head-hunter and job search expert. Utilized by top executives from Fortune 100 & 500 companies like Fitbit, Microsoft, General Electric, Nestle, and more, she helps professionals position themselves in a competitive marketplace. Rachelle founded Renovate My Resume, a company that focuses on helping job seekers get their edge back. Renovate My Resume creates stand-out resumes, cover letters, LinkedIn profiles and professional summaries for new grads, all the way to corporate executives. Rachelle spends much of her time training career coaches, recruiters, and resume writers. She also holds interview workshops for students and interns, globally. For great tips and tricks, follow Rachelle on Instagram @_rachelle_e or @renovatemyresume.
First written on: 03/27/2014
Last modified on: 06/29/2018

View user-submitted Answers

How would you handle a situation in which a passenger keeps breaking basic flight rules such as wearing their seat belt?
1.
Remind them of the importance of wearing their seatbelts.
2.
I will nicely but with firm instruction approach the passenger letting him know he can't brake the rules because of the bad consequences in case of anything happening his safety is more importante.
3.
I would tell them that if they can't comply with safety rules they will have to leave the plane.
4.
I will tell the passenger what is the safety rules an in a low tone of voice and inform how the others follow that rules.
5.
I will tell them the bad situation if they don't wear their seat belt. Of course with a friendly tone.
6.
I would want to work for this airline because its the best australian airline and it would be an honour to work for the best as recognised worldwide.
7.
I would first inform the captain, then I would advise the passenger that if they did not conform, I would have to have authorities meet the flight since they are violating FAA rules.
8.
Confidently advise passenger of safety rules and inform supervisor.
9.
I would explain the policy regarding seat belts and why it's important and explain that the request is being made out of concern for the safety for him/her and everyone else on board.
10.
I would politely remind them of the airline rules and ask them to please fasten their seatbelt since it is for their f safety as well as the safety of others.
11.
I would politely but firmly inform the passenger of the reasons for seatbelt rules, airline safety and policy. If the passenger still does not comply I would advise the passenger that on landing I would have to inform the authorities of their non compliance.
12.
As a flight attendant the first step is to listen carefully and analize and calm down the situation. Then proceed to tell the passenger to wear his/her seat belt as it is for his/her and others safety.
13.
I will politely remind them of the airline rules. I will also mention the safety is a priority for one self and everyone else on the flight.
14.
Ask them politely to put their seatbelt back on as the sign is illuminated. If the customer isn't listening to me I would get the Team leader or manager to assist, and see if they were able to provide further assistance.
15.
I would politely explain as to why they need to wear their seatbelt - if the issue continues I will bring in another employee to assist.
16.
I would do my best to remind the passenger politely to follow basic flight rules to ensure safety.
17.
I would kindly remind them while the fasten-seat belt sign is on, it should remain on for the safety of himself and others around him and would ask how I could make his flight more enjoyable.
18.
I would tell the passenger in a calm yet clear maner and that safety is everything and wearing the seaybelt is mandatory. Safety comes first.
19.
I would remind them to keep their seatbelt fastened for their safety.
20.
I'd tell them that it is a FAA requirement that they must wear their seat belts at all times while seated and while the seat belt sign is on.
21.
We 'll instruct them to do so as it is for their safety and make them them believe to be safe.
22.
I would approach passenger with a smile on my face always, and ask to please put his seat belt because it is for he own safety in case anything happens.
23.
Talks to them about their safety and the safety of those around them.
24.
I would explain to them it was a federal regulation and all passengers had to comply.
25.
I would explain to them it was a federal regulation and all passengers had to comply.
26.
I would approach with a smile on my face and asking the passenger to please ware the seat belt as it is for his or her own safety and safety of our passengers are our first priority and we make sure you are safe.
27.
I would politely address the situation directly with the passenger, informing them that safety regulations require all passengers comply and that the flight cannot depart until they buckle up. If they continue to refuse, I would ask them why they are unable to buckle the seat belt. If they are still non-compliant, I would get the captain involved.
28.
Calmly, bur sternly telling him he must use his seat belt for safety. Contact a supervisor if necessary.
29.
I will inform the passenger that his/her safety is very important.
30.
I must tell him the importance of the security sincerely, such as the worst predicted result of air accident if he break the flight rule. And give him warm reminders. If he still resist to do so, I need to respect his choice as it is his freedom and his behavior won't disturb others.
31.
I would ask him to kindly allow the company to do their service, and if he needs a cup of juice or a pillow.
32.
I would explain to the passenger that if he or she continues to break the rules, he will need to be removed from the flight.
33.
Write your interview answer here. Then click next question. Then I go ther and make sure him its not good for passenger . N I appararnes other seat belt.. .
34.
I would remind them of the airplanes rules and assure them its not only for their safety, but everyone else as well.
35.
I would explain to them in a nice way that it is my job to make sure all passengers on this aircraft are safe and following the safety procedures and I would not want anyone to get injured and at this time we must keep our seatbelts fastened until further notice is given.
36.
Remind them to wear their seatbelt in a nice manner.
37.
Persuade the passenger to follow the rules by explaining.
38.
I would let them know that the captain has turned the seatbelt sign on and ask them polietly to put it on. If they don't then I would assure them that we ask them to keep it on for a reason.
39.
Tell the passenger that he must wear the seat bell for its own safety. Thise are the company rules and the plane will not take off until all the passengers fasten their seat bell.
40.
I understand it might seem a nusense to put the seat belt on but it really is a safety matter and if the pilot sees we might be in a turbulent situation ahead, you need to listen not only for your safety but for the safety of those around you.
41.
If the passenger reframed from wearing their seatbelt and told on numerous times, I would inform my supervisor.
42.
I will friendly ask the passenger to wear the seat belt for security until the plane take off. After I would offer a drink.
43.
I will consistently advise the passenger,I will maintain my smile and composure. I will not show that I am affected or Any emotion, I will explain to the passenger otherwise that its for their own safety.
44.
I would start by asking them why they weren't, for instance, if they thought the seatbelt was too uncomfortable, and then I would suggest a solution. If they just responded that they didn't want to, then I would let them know that we implement the rule for their safety in the event of unexpected turbulence, and we wouldn't want anything to happen to our passenger that could have otherwise been prevented.
45.
B | I will talk with him politply I try to make understan\; thp basi.
46.
I would explain to them that the safety of the passengers as well as the crew is my top priority.
47.
I would explain to them in a nice way that it is my job to make sure all passengers on this aircraft are safe and following the safety procedures and I would not want anyone to get injured and at this time we must keep our seatbelts fastened until further notice is given.
48.
I would speak to him with an approachable tone of voice but in the same time I have to be assertive with him, but not baking it too obvious you have to be diplomatic also, try to explain to him that this is for hes own safety and prevent him from being injured in any scenarios after that I would go to my superior and inform him about situation and actions that have been taking.
49.
Keeping calm and reminding the passenger about the procedures,
50.
Tell the passenger that he must wear the seat bell for its own safety. Thise are the company rules and the plane will not take off until all the passengers fasten their seat bell.
51.
I would remind them that wearing their seat belt when the light is illuminated is for their safety so they won't get injured in the event of turbulence. If he keeps escalating the situation I would begin to handle the situation according to established company procedure.
52.
I will go up to the passenger and calming, patiently explain to him that seat belt needs to be fastened at all times while the seat belt signal is on. I will explain to him that it is my duty to ensure all passengers are safe as safety is the priority.
53.
I will kindly explain the reason for complying with the rules. That it is for theirs as well as the other passengers' safety to follow the rules. If after several attempt no results I will consult the other crew members and finally get the crew member in charge.
54.
I will approach the passenger with a big smile on my face but with firm words and explain to him why it is important that he follow the safety rules.
55.
I will be calm and polite. I will try to understand his problem and then will make him understand till he wears the seatbelt.
56.
I would start by asking them why they weren't, for instance, if they thought the seatbelt was too uncomfortable, and then I would suggest a solution. If they just responded that they didn't want to, then I would let them know that we implement the rule for their safety in the event of unexpected turbulence, and we wouldn't want anything to happen to our passenger that could have otherwise been prevented.
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