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About the Case

Ashton Blake, an office manager from Des Moines, Iowa, is flying for the first time in years due to a family emergency. Normally preferring control and routine, Ashton feels overwhelmed by both the fear of flying and the emotional strain of the situation.

As a visibly anxious passenger, Ashton has shared concerns with the cabin crew, seeking reassurance and guidance during takeoff and throughout the flight. The crew’s goal is to provide support, helping Ashton manage anxiety and cope with challenging situations.

Learning Objectives:
  • Recognizing the passenger’s fear and responding with sensitivity  
  • Listening attentively to their concerns, allowing them to fully express their fear 
  • Calmly addressing panic, offering practical solutions to maintain control 
  • Reassuring the passenger by providing clear information about the flight and safety 
  • Remaining patient, allowing the passenger time to relax without adding pressure 
Skills Assessed
  • Emotional Intelligence 
  • Active Listening 
  • Conflict Resolution 
  • Reassurance 
  • Patience 

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Fear of Flying

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