When a passenger directs anger at you due to a delay, which approach best de-escalates the situation while preserving safety?

When a passenger directs anger at you due to a delay, which approach best de-escalates the situation while preserving safety?

• A. Ignore the passenger, insist on safety rules, and end conversation.
• B. Immediately escalate to a supervisor without addressing concerns.
• C. Acknowledge, stay calm, listen, apologize, explain the plan, offer alternatives if possible, and maintain professional boundaries.
• D. Argue with the passenger to prove you're right.

Answer: (C)