You Need to Have High Emotional Quotient to be a Cabin Crew

Working as an airline cabin crew member demands exceeding airline standards in multiple aspects, including physical, emotional, and mental capacities. Flight attendants are foremost safety professionals, tasked not just with serving passengers, but primarily ensuring their safety and security on board. Incidents like the Asiana flight 214 in San Francisco and Japan Airlines flight 516 in Tokyo Haneda exemplify the unpredictable nature of air travel and the critical role of flight attendants in such situations. In the event of an accident, it is the cabin crew’s responsibility to efficiently evacuate passengers, often within a stringent timeframe of less than 90 seconds.

Given these high expectations and the demanding nature of the job, it’s clear that having a high emotional quotient (EQ) is essential for anyone aspiring to be a cabin crew member. EQ plays a crucial role in managing one’s own emotions and effectively handling interactions with passengers under both routine and high-pressure situations. The ability to remain composed, think clearly, and act decisively during emergencies is as important as the routine duties of flight attendants. Therefore, high EQ is not just a desirable quality, but a fundamental requirement for those in the cabin crew profession, supporting their ability to meet and surpass the demanding standards set by airlines for the safety and well-being of all on board.

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In the 1950s to 1970s, air travel was a luxury reserved for the wealthy and famous. Now, with the emergence of low-cost carriers, flying has become accessible to a broader range of people, encompassing various social and economic backgrounds. This diversity means flight attendants encounter a wide range of personalities daily. Today’s passengers come from all walks of life – some are understanding and cooperative, while others may feel entitled, sometimes even assuming that purchasing a ticket gives them undue authority over flight attendants.

A high EQ is essential for flight attendants to perform their duties effectively. They are primarily safety professionals, trained to ensure passengers’ safety, with comfort being a secondary concern. Unfortunately, the notions of “the customer is always right” and “customer is king” have led some passengers to disregard the expertise of cabin crew in aircraft safety. There have been instances of passengers making unreasonable demands, like requesting food during landing, or threatening to use social media for leverage.

Social media, indeed, has influenced passenger behavior, sometimes emboldening them to demand services or privileges that are not permissible, under the threat of public exposure. Also, being a cabin crew member involves more than just passing exams and executing safety procedures; it requires strong people skills. Success in this field hinges on a high Emotional Quotient.

What is Emotional Quotient?

Emotional Quotient, or Emotional Intelligence, is the capacity to recognize, understand, and manage not only one’s own emotions but also those of others.

According to Psychology Today, this encompasses three skills: 

1. Emotional awareness
2. Ability to harness emotions and apply them to tasks like thinking and problem solving
3. Ability to manage emotions, which includes regulating your own emotions and cheering up or calming down other people

Possessing a high EQ is important for cabin crew members to perform their roles with utmost professionalism. First and foremost, in the face of an emergency, they must maintain emotional control. This ability is crucial to safely evacuate hundreds of passengers in less than 90 seconds. High EQ enables them to think clearly under pressure, ensuring that their emotions do not impede their judgment, especially in critical situations.

Additionally, managing passengers effectively, particularly when safety is at stake, requires a high EQ. This skill is invaluable in preventing the flight attendant from experiencing rapid burnout, which can be a risk given the potential for facing discriminatory or harsh comments from passengers. Cabin crew members are responsible for ensuring all passengers adhere to safety protocols while maintaining professionalism. Thus, they need to keep their emotions in check, even in the face of verbal aggression. It’s important to note that there are state laws in place to protect flight crew, including cabin crew members.

For those aspiring to be successful airline cabin crew members, having a high emotional quotient is essential. The good news is that EQ can indeed be developed and enhanced over time with practice and dedication.

This article was first published on September 8, 2022, on this website and has since been updated to reflect the current period.