There are countless reasons why airline passengers become angry or emotional at the service they have received and many of these reasons are beyond organizational control.  Dealing with these passengers can be difficult and stressful work for front-line employees, whose job it is to help create a pleasant and efficient customer service experience for their passengers, often in busy and crowded environments.

Nobody finds dealing with angry passengers easy.  Nobody likes being shouted at, sworn at, insulted or even threatened by the customers they are working hard to help.  Sadly, dealing with such verbal aggression and aggravation forms a very real and demanding part of everyday life in airline and airport workplaces.  In our experience, employers are sometimes unaware of the scale and nature of the problems their employees face and employees often feel that they need more support.

airate helps clients to understand the problems in their own unique workplaces and works in partnership with them to create and deliver innovative and unique training solutions to their front-line teams.

Do employees have direct contact with passengers in their every day work, either face-to-face or over the telephone?

Then specialist airate training in dealing effectively with angry, frustrated and rude passengers will be extremely important to an organisation’s customer service success and to the effectiveness and well-being of these employees.  airate training or training consultancy will benefit both new and experienced front-line employees.

Has the operation just experienced a major or lengthy service disruption and/or have employees had a particularly tough time dealing with difficult passenger encounters?

Then an airate training or training consultancy will play an important role in the ‘recovery’ process and in preparing for the future operational challenges.  In a fully facilitated group session, employees can reflect on what happened, review their behaviour, share their experiences and participate in dynamic training.  They will be better prepared to ensure future service excellence, even in challenging operational circumstances.