Mika Tanaka
I've never had a problem with air rage, but
I have had some very angry passengers.
People like to drink on planes and
sometimes we have to stop them. That
makes them unhappy. People also get angry
when the in-flight entertainment doesn't
work or when we don't have a duty-free
item. My worst passenger was actually my
fault. I spilt red wine on a man's trousers - he
was very upset.
Passengers often ask for the temperature to be changed. People from different
countries have different ideas about the right temperature. South American
passengers always seem to want it warmer. Of course, some passenger
requests are just for everyday things: a drink after the meal or help with the
in-flight entertainment. That kind of stuff is easy to deal with.
The worst mix-up I ever had at meal-time was with a British passenger. He
asked me for an iced vodka. Well, that's what I heard. After he spat out the
drink violently, I understood that he'd actually asked for iced water. With
angry passengers, I never argue but I never walk away. I always stay with the
passenger and repeat in a calm voice, I see your point, I understand. This
gives them a chance to express their anger. Then they always run out steam