Handling Passengers

💡 Key point Empathize first (I understand), then solve (Let me...).

Learning Goals

What you'll learn

Respond to complaints with empathy
Recover service calmly
Explain rules politely

🔊 Tap the speaker to hear the pronunciation.

Key Expressions

Expressions by situation

Empathy

I completely understand, and I'm here to help.

I'm so sorry to hear that.

Solving & Rules

Let me see what I can do for you.

For everyone's safety, I'll have to ask you to fasten your seatbelt.

Model Dialogue

Model dialogue — Handling a complaint

PASSENGER

This is unacceptable! My meal is cold.

CABIN CREW

I'm so sorry about that. Let me warm it up right away, or I can bring you another option. Which would you prefer?

PASSENGER

Just warm it up.

CABIN CREW

Of course. I'll be right back. Thank you for your patience.

Phrase Bank

More useful expressions

Thank you for letting me know.
I'll do my best to fix this.
I appreciate your patience.
Let me check with my colleague.
Is there anything else I can do for you?
I'm here if you need anything.

💡

Pro tip Never argue. Acknowledge the feeling first, then focus on what you CAN do.

Your Turn

Now you try

A passenger complains their seat is uncomfortable.

▶ Show model answer

I'm sorry you're uncomfortable. Let me check if another seat is available and get back to you right away.

A passenger complains about a long wait.

▶ Show model answer

I completely understand, and I'm sorry for the wait. I'll take care of it for you right now.

Two passengers argue over a seat.

▶ Show model answer

I understand this is frustrating. Let me help find a solution that works for both of you.

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