How would you handle a passenger who refuses to comply with a safety instruction?

• A. Use calm, clear language; explain the risk, apply company policy within scope; involve higher authority if necessary; ensure personal safety
• B. Force them to comply using physical means
• C. Ignore and continue
• D. Publicly shame them

Answer: (A)

Start with calm, clear language to state the instruction and the safety reason behind it. Explain the risk of non-compliance and how it affects the safety of everyone on board. Apply the airline’s safety policy within your scope, following the documented steps for handling non-compliance. If the passenger continues to resist, escalate by involving a supervisor or the captain, and, if needed, security or law enforcement per policy. Throughout, prioritize personal and crew safety and keep exits and the aisles clear. Do not use force or public shaming—these actions can cause harm, break regulations, and escalate the situation.