Ex.1 As a CA you must respond positively to complaints. First, look at three complaints during the meal service. What would you say to reply to these passengers?
1. Excuse me, we’ve been waiting for drinks for a long time. We finished eating 20 minutes ago.
2. I’m sorry, I can’t eat this meal – it’s cold!
3. This is not what I asked for. I ordered a vegetarian meal!
Now have a look at the possible answers:
1. Oh, I do understand. I apologize. It’s been so busy. What can I get you?
2. Oh dear, that’s not good! I’m really sorry. Let me take it away for you and see if I can get you a hot cooked meal immediately.
3. Oh, dear. I’m sorry about this. Please be patient. Let me just check the special meals list.
| Complaint, to complain Behaviour/to behave Abuse Offensive, abusive language/profanity to become aggressive/violent/agitated to assault/to harass/to insult unruly Threat/to threaten Handcuffs/plasticuffs to sedate to punch/to bite/to hit/to kick Drunk to restrain to be jailed to swear to remove/to offload Football supporters/fans Warning Air rage Suspicious/disruptive passenger to calm down | to sympathize The police/security Incident to deal with unruly passengers Interference/to interfere Fight/brawl Disturbance/to disturb Injury/injured to scream to request Criminal Weapon Intention to go on a rampage Restraining strap to struggle Unlawful |