You suspect a passenger has had too much alcohol, but they are still demanding another drink. How would you manage it?

Instruction: Explain how you would refuse service, protect the cabin, and keep the interaction professional.

Context: Tests whether the candidate can handle a sensitive service refusal with safety judgment and de-escalation skill.

Official answer available

Preview the opening of the answer, then unlock the full walkthrough.

If I suspected a passenger had too much alcohol but was demanding another drink, I would refuse service calmly and clearly. I would say something like, "For your safety, I am not able to serve another alcoholic drink right now, but I can bring you water or something non-alcoholic."

I would avoid sounding judgmental or embarrassed, because that usually makes people more defensive. At the same time, I would treat it as a safety issue, not a customer preference issue. I would alert the rest of the crew so everyone gives the same answer and the passenger cannot shop around for a different response.

Related Questions