Unruly Passenger

About the Case

Kendra Voss, 22, grows frustrated with the delayed drink service during her flight. She raises her voice, demanding immediate attention and criticizing the crew for the delay, insisting that her needs should be prioritized.

As the flight attendant, your role is to manage the situation professionally, de-escalating the conflict and addressing Kendra’s concerns while maintaining calm and ensuring the safety of all passengers.

Learning Objectives:

Addressing the passenger’s behavior to reduce tension and prevent escalation
Staying composed and courteous, regardless of the passenger’s actions
Ensuring safety, prioritizing emergency protocols if needed
Clearly explaining rules and expectations, focusing on compliance
Staying calm and in control to maintain professionalism

Skills Assessed

Conflict De-escalation
Professionalism
Safety Awareness
Communication
Emotional Control

Customize Your Case
No technical knowledge required.

With the AI-Humans platform, create fully customizable AI-powered immersive scenarios for soft skills training. You have the power to:

Outline the case details
Define assessment rubrics
Select a character of your choice
Define user and character roles
Select virtual location suitable to case

Character’s Role

Aggressive Passenger

User’s Role

Flight Attendant

Scenario Location

In Flight

Customize Your Case
No technical knowledge required.