Airlines teaching staff to de-escalate passenger conflicts, but it's really customer service
by Robert Reed, Chicago Tribune
Jan 10, 2018
2 minutes
Passenger meltdowns are nothing new to the airlines.
But the sometimes ugly situations between ticket-holders and airline workers - incidents that frequently go viral - are prompting air carriers to teach employees how to handle problems before they get out of hand.
American Airlines is requiring nearly 68,000 employees to take classes on how to "de-escalate"
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