✈ Complaints, delays & culture 4.2b
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Handling a Complaint

Watch Video 4.2 and observe the cabin crew's approach.

Crew handling passenger

The LAST Model

Follow these 4 steps when dealing with a complaint.

Listen

Let the passenger speak without interrupting. Show empathy.

Apologize

Say sorry for the inconvenience, even if it's not your fault.

Solve

Offer a solution. If you can't fix it, find someone who can.

Thank

Thank the passenger for their patience and understanding.

Hospitality Language

Click to listen and repeat.

"I understand how you feel."

"I'm sorry for the inconvenience."

"Let me see what I can do."

"Thank you for your patience."

Direct vs. Hospitable

Match the direct phrase with its hospitable version.

"No."
"Wait a moment."
"That's not my job."
"Calm down."
"I will find the right person to help you."
"I'm afraid that's not possible, but..."
"I understand this is frustrating."
"Could you bear with me for a moment?"

Announcing a Delay

Listen to the standard delay announcement.

"Ladies and gentlemen, we are sorry to inform you that our departure will be delayed by approximately 30 minutes due to bad weather conditions."

Complete the Announcement

Click a word, then click the blank.

"Ladies and gentlemen, we are sorry to inform you that our departure will be delayed by approximately ____ due to ____."
45 minutes
air traffic
2 hours
technical check

Cultural Awareness

Respect differences to provide better service.

Personal Space

Keep a respectful distance. Avoid touching passengers unless necessary.

Eye Contact

In some cultures, direct eye contact is respectful; in others, it's rude.

Religious Meals

Always check for special meal codes (e.g., MOML, KSML) and handle with care.

Gestures

The "OK" sign or thumbs up can be offensive in certain countries. Use words instead.

Names & Titles

Use Mr., Ms., or Dr. unless the passenger invites you to use their first name.

True or False?

Evaluate these cultural situations.

1. In some cultures, it is polite to avoid direct eye contact.
2. The "OK" hand gesture means the same thing in every country.
3. You should always check if a passenger has a special religious meal.
4. It is professional to call all passengers by their first names immediately.

Scenario: The Angry Passenger

Make the right decisions to resolve the situation.

"This delay is unacceptable! I am going to miss my connection to Madrid!"

The LAST Model

L
Listen
A
Apologize
S
Solve
T
Thank

Remember: Empathy and a calm tone are your best tools when handling complaints.

Unit 4.2b | Exit reflection

Apply what you learned

A passenger complains about a delay. Write an acknowledgement and one clarifying question, taking cultural differences into account.

Terminal del aeropuerto Long Island MacArthur.
Fotografia: Long Island MacArthur Airport Terminal, February 20, 2023 17.jpg, de AITFFan1. Fuente: Wikimedia Commons ? licencia: CC0 1.0.
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