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, efficient and safe 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.