And then there was the time…
That I was working an (in)famous LGA to PBI flight; a flight that is known for it’s (ahem)…seasoned traveler. I always had a great time working these flights and you had to take on a new tone with this group of flyers. It always worked best if you could match their zeal and energy. One day during boarding there was a back up and people were standing in the aisle with no space between them. As a passenger was putting his bag in to the overhead bin he lost his balance and caused a domino reaction; bodies started toppling. When the domino effect reached a certain passenger she began to react in the most dramatic way. “Ooooh!”, she yelled! “He is trying to knock me down!” “Whats going on?!” She was about to really get going when I stepped up, looked directly in her eyes and said, “Ma’am! You know just as well as I do, that was not what he is trying to do. This began a few people ahead of him and no one was trying to do something to YOU.” She looked me dead in the face, completely calm and said, “You’re right.” She then took her seat. She couldn’t have surprised me more.
My thoughts on this situation: Assume the best in people, help them see the real situation and let them rise to the occasion. It always makes your day better when a passenger surprises you with a great experience.