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That got us wondering \u2014 what exactly are flight attendants trained to do when they come across an unruly passenger? What can they do, and what can\u2019t they do? To find out, we spoke with flight attendants about how they manage unruly passengers when up in the air (and on the ground) and what you can do to make your next flight better for everyone.<\/span><\/p>\n<\/div>\n
Before takeoff, flight attendants can remove a passenger from a plane.<\/strong><\/h2>\n<\/p>\n\n
If a flight is still on the ground, it\u2019s a bit easier to handle an unruly passenger because they can be removed from the plane. We\u2019ve all seen the videos of belligerent passengers being escorted off planes by law enforcement while still at the gate \u2014 it\u2019s not fun, but it happens. <\/span><\/p>\n<\/div>\n\n
\u201cIt\u2019s not up to us (the flight attendants) if we want to remove someone,\u201d said Coraline C., a flight attendant who has been working on domestic flights for the past seven years and who asked to remain anonymous for privacy reasons. \u201cWe have to communicate with the captain as to what is going on and they make the final call. They generally take our input into their final decision, but it truly isn\u2019t in our hands.\u201d <\/p>\n<\/div>\n
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Coraline said in her experience the unruly passengers that usually are removed are drunk people who are combative or unable to control themselves on the ground, but that\u2019s not all. <\/span><\/p>\n<\/div>\n\n
\u201cDuring COVID, people who refused to wear a mask were removed from planes and even today, people who refuse to get off their phones once the plane stops moving are escorted off,\u201d Coraline said.<\/span><\/p>\n<\/div>\n\n
Being asked to get off a plane and board a different flight can also apply to families with children who are non-stop crying, throwing tantrums, etc. That said, families are usually given more leeway because it\u2019s a fact of life that babies cry \u2014 but it can become problematic if it\u2019s extremely disruptive to the rest of the passengers, especially for those longer-haul flights. <\/span><\/p>\n<\/div>\n\n
\u201cA passenger can be removed from the plane and law enforcement can meet the flight,\u201d said April S.<\/span>, a California-based flight attendant with a 21-year career in the field.<\/span> \u201cIf you\u2019re in the air, then it can get more complicated.\u201d<\/span><\/p>\n<\/div>\n\n\n
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wsfurlan via Getty Images<\/span><\/p>\n<\/div>If a flight is still on the ground, it’s a bit easier to handle an unruly passenger because they can be removed from the flight.<\/figcaption><\/div>\n<\/figure>\n
Flight attendants can try to verbally deescalate. <\/strong><\/h2>\n<\/p>\n\n
When a passenger is angry or not behaving properly after a flight has already taken off, the first thing flight attendants are trained to do is try to verbally deescalate the situation.<\/span><\/p>\n<\/div>\n\n
\u201cI always try to validate their feelings (even if they aren\u2019t valid in my eyes), and let them know I am listening (as most people honestly just want to be heard) and go from there,\u201d said Coraline. \u201cOften if it\u2019s a situation where they may just dislike one crew member, we can send another flight attendant to speak to them to try and make a connection.\u201d <\/span><\/p>\n<\/div>\n\n
During this process, they can try to ask questions to get to the underlying reason as to why a passenger may be so upset and go from there. \u201cWhat happened? Have they been drinking alcohol? Have they taken any prescription drugs or illegal drugs? Mixed both?\u201d the California-based flight attendant said.<\/span><\/p>\n<\/div>\n
Flight attendants can get a pilot involved. <\/strong><\/h2>\n<\/p>\n\n
If deescalation with flight attendants is unsuccessful, then they can choose to get the pilot involved in the situation.<\/span><\/p>\n<\/div>\n\n
\u201cThis generally results in someone (airline officials or police) meeting the plane upon arrival at the original destination, or if it gets bad enough, we will divert to the closest airport possible,\u201d Coraline said. <\/span><\/p>\n<\/div>\n
Flight attendants can use self-defence.<\/strong><\/h2>\n<\/p>\n\n
The goal is to prevent passengers from becoming physical or violent, however, if it happens, flight attendants are taught self-defence techniques they can use to protect themselves and other passengers. <\/span><\/p>\n<\/div>\n
Flight attendants have to make do with the limited resources they have.<\/strong><\/h2>\n<\/p>\n\n
Flight attendants aren\u2019t advised to make assumptions, threaten passengers or use physical force unless necessary, said Leesa L., a flight attendant for a major commercial airline who wishes to remain anonymous for privacy. <\/strong><\/span><\/p>\n<\/div>\n\n
\u201c<\/span>We aren\u2019t supposed to duct-tape passengers to the seat, that\u2019s for sure, but we are extremely limited as to what we have, so we have to make do with what\u2019s available at the time,\u201d Coraline said. \u201cThe intent is to always keep things from getting physical and having to get anyone else involved.\u201d<\/span><\/p>\n<\/div>\n
Here\u2019s the bottom line. <\/strong><\/h2>\n<\/p>\n\n
At the end of the day, there will likely always be rule breakers and those who don\u2019t listen to instructions whether on land or in the air \u2014 more specifically, those who believe they are above the law. <\/span><\/p>\n<\/div>\n\n
That said, it pays to listen to your flight attendants because if you don\u2019t, then there could be consequences. <\/span><\/p>\n<\/div>\n\n
\u201cConsequences can range from a slap on the wrist to an arrest, being fined by the FAA, and the inability to fly that airline said,\u201d Leesa said.<\/span><\/p>\n<\/div>\n\n
At the end of the day, <\/span>flight attendants\u2019 main priority is the safety of everyone on board. \u201cEvery rule we ask you to follow is because having those rules could have saved lives or prevented accidents in the past,\u201d the flight attendant told <\/span>HuffPost<\/span>. <\/span><\/p>\n<\/div>\n<\/div>\n
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