5 Strategies That Helped Me Handle A Drunk Passenger
Oh, and he tipped me for not serving him alcohol.
During one of my flights as we were starting to serve the passengers from the middle of the cabin, a group of people caught my attention. The group consisted of 6 friends and they were ready to get the party started in there. Although there was no doubt the party itself had started long before they boarded the plane.
One person, in particular, caught my attention. He was heavily intoxicated. In comparison to the rest of the group he talked really loud, his speech was slurred.
But here is the catch, on a flight a person that is obviously intoxicated can turn into a potential disturbance for those around, things can escalate real quick.
Worst case scenario it can get physical or even lead to a medical case on board.
Alcohol hits harder when you are flying than on the ground.
As we rolled the trolley with products and I was standing beside him I asked what would he like to have — a hot coffee, tea, or perhaps something to eat.
I felt like he caught my drift for in that instance he sketched a sly smile and said — “No, no, we are fine. What sort of whiskey do you have?”
I looked at my colleague who was serving the customers and during our exchange of glances, I realized that was the moment for a negotiation session.
The thing with drunk passengers is the unpredictability, the outcome is never guaranteed.
Perhaps you have heard of a book called — Never Split the Difference by Christopher Voss. In case you have not, know it’s an insightful read that deals with the topic of negotiation and offers some helpful tips. Some of those tips shared by Christopher I have used and applied in my line of work.
One important thing I liked and found so simple yet meaningful is how he described negotiation as communication with results.
In that case, we had to reach results that would satisfy both parties.
Listen
One important thing to acknowledge is that a drunk person does not consider himself drunk. And you need to deliver it to him in a way that does not accuse him of the fact.
So before I started to bring the news to him that I will not serve him alcohol I decided to give him space and freedom to tell me whatever he felt he wanted to share.
He told me how they are a group of friends, they have a special occasion to celebrate and I agreed with that.
My body language was open and positive.
One important thing was that I noticed he was a reasonable man.
So after having listened to his discourse it was time for me to bring it to him.
Mirroring
Mirroring is essentially imitation. It’s another neurobehavior humans display in which we copy each other to comfort each other. It can be done with speech patterns, body language, vocabulary, tempo, and tone of voice.
I started mirroring his body language and words.
He addressed me by my name that he saw on the badge I was wearing. I in turn wanted to build rapport and wanted him to feel respected so I would address him using sir and mister.
I would tell him that I would love to serve him, I really would but that I was bound by the company policy. My duty was to look after the safety of all passengers himself included and that I just can not serve any more alcohol.
I explained my position, I acted for my part as being constrained by circumstances.
I wanted him to understand the message that — “You and I — we’re alike.”
Labeling
He was starting to get more persistent and would not give up. My reasons were not enough.
When I noticed that, I proceeded to label his feelings.
Labeling is a way of validating someone’s emotion by acknowledging it. Give someone’s emotion a name and you show you identify with how that person feels.
I said to him — “It seems like you are a very reasonable man. It also looks like you are understanding of my hesitation to serve you alcohol.”
I stopped and silence followed. I made my point, now was his time to react to those statements.
As Christopher said in his book — Let the label do its work.
After taking some time, he then asked if just one whiskey and coke would be a good middle-ground for both of us. Here I saw some negotiation starting to take place but it still wasn’t the result I had in mind.
How Am I Supposed To Do That?
I then looked at him and sincerely asked this calibrated question, in an almost helpless tone at that point — “But, how am I supposed to do that sir?”
The approach is that I was asking for help on his part. I was bound by procedures and policy. I had his health and his safety as my concern. I was just unable to serve him the alcohol for fear of making matters worse and making my job harder.
I was giving him the illusion of control. I tried to play my part of a simple person that just wanted to find the best solution for everyone involved. My desirable result was for him to stop asking for alcohol and just enjoy the rest of the flight. His desire was to consume some more.
I Held My Ground
One important thing I have noticed is to not give in and hold your ground when dealing with passengers that seem to get stubborn. After all, I am in charge there.
I acted pleasantly persistent and reinforced that I was bound by a protocol and I repeated him the company policy on alcohol consumption.
I had my hands tied and there was not much I could do except one thing.
“You mentioned coke earlier. I can offer you a coke and what type of sandwich would you like to eat?” I asked.
“Do you have chicken?” he replied.
“Yes, we do,” I said.
“OK, then. And keep the change Cristian.”
Final Thoughts
Now I will agree, not always the outcome with a drunk passenger can be positive. I had the benefit of his peers that were nudging him to go along with my instructions and that benefited the outcome as well.
In hindsight, could I have done or said some things differently? For sure. Perhaps there was another approach that in the spur of the moment I did not register. But as long as the safety of the flight was maintained and everyone was left satisfied that’s what is important to me.
At the end of the flight, one of his buddies approached me and said — “you have quite the patience, thanks again for everything and sorry for any disturbances.”
That comment made me feel good.
Overall, it was a pleasant, uneventful day.
