As a flight attendant, it is very likely that during your career you will have to deal with a difficult passenger from time to time. How do you define a difficult passenger? It can be an unruly or disruptive passenger, an intoxicated passenger, or a nervous flyer who is ‘triggered’. Flight attendants may have to settle a dispute between two passengers. It may be an entitled or aggressive passenger or one who does not follow the instructions of the crew. In some cases, it may just be an unhappy passenger with a customer complaint.