Taking care of nervous passengers
I had an unexpected last-minute passenger join my son, his buddy, and me on a recent three-hour cross-country flight, and she sat up front in the right seat. We hadn't been in the air 10 minutes when she pointed to the fuel quantity gauges. The right tank indicated full, the left tank half. "Why is it only half-full?" she asked, her voice betraying concern. I explained that the gauge is inaccurate when full, but as fuel is consumed it becomes accurate. I also told her that the airplane has four tanks and that I had peered inside each tank during the preflight so I knew all the tanks were full. Finally, I noted that I use my watch more than the gauges to monitor fuel quantity. She nodded vaguely, and I could see that my answer had failed to completely relieve her anxiety.
I silently cursed the panel designer who placed the gas gauges directly in front of the right-front passenger, who has little to do over the course of a long flight other than obsess over instruments and gauges that don't look quite right in her eyes. More important, the exchange with my passenger reminded me of a consideration that should be in every aviator's mind. Most noncommercial general aviation flying is pilot-centric; we see things through a pilot's eyes, not a passenger's, and that tunnel vision can be problematic. If you've ever flown a first-time or occasional passenger who had an anxious time on the flight, you know it can be very difficult to get that person back in the airplane.
Pilot training is all about learning to fly the airplane and work within the national airspace system. Other than explaining the pilot's responsibility to give passengers a safety briefing, flight instructors--and airplane flight manuals--typically give passenger issues cursory attention. Yet, how we treat our passengers, especially family members, can fundamentally influence how much they will support and share our enthusiasm for flying.
Giving passengers a comfortable and enjoyable ride begins the moment you arrive at the airport. Each of us forms opinions based on first impressions. What will your passengers' first impression be of you? Sooner or later, you'll have a passenger you've never met before--a friend of a friend, or your son's or daughter's buddy. How will they perceive you? Will his or her first impression be of someone who is calm and deliberate, or hasty and helter-skelter? One personality style conveys confidence, the other concern.
What first impression will your airplane make on passengers? If they've never been in a light airplane they'll surely comment on how small it is, but aside from the size issue, what will they think? Is the airplane clean and presentable or worn, weather-beaten, and filthy? It's amazing that students, instructors, and owners willingly get in and fly awful-looking airplanes, but to ask that of an innocent, trusting passenger is unfeeling and unfair.
Once they do settle into the cabin and have a look around, what will they find? Will it be an environment that conveys care, or something more suggestive of a teenager's bedroom? Finally, when they study the panel--even if they don't understand much of what they are looking at--will they be satisfied that everything seems to work, including the fuel gauges?
Back up a good first impression by explaining details of the airplane to your passengers. A little knowledge and understanding go a long way in making a nervous passenger feel more comfortable about flying in a light airplane. I talk about the engine, propeller, and performance, and describe the three-axis flight control system. Before starting up, I try to explain what I am about to do before I do it. This is especially important during the runup and lineup for takeoff, when the power is up and down and I'm fiddling with switches and things.
Part of putting your passengers at ease is making them physically comfortable. Light airplanes don't offer a lot to work with, but fresh air to keep them cool and heat to keep them warm are basic. A couple of blankets and small pillows, a small cooler with bottled water, and snacks for a long flight are advisable. Just be sure they are the type of snacks that won't create a mess in the cabin that you'll have to clean up later.
Headsets for everyone are a given, of course, both to minimize noise-based fatigue and also to give passengers an opportunity to converse and listen to ATC communications if they desire. Be sure to show passengers how to position the headset mic next to their lips for optimum voice pickup, and how to adjust volume.
Accept the inevitability that, sooner or later, someone will get airsick. Stock the airplane appropriately.
Bathroom issues are common, and not easily handled. When someone gets the squirms, the pilot has three options. You can ask the passenger to try and suffer in silence for just a little while longer until reaching the destination. You can interrupt the flight and land at the nearest airport. Or, you can provide some sort of receptacle that will allow the person with the full bladder to obtain immediate, though semi-public, relief. Advising the passenger to limit liquid intake until the last third of the trip goes a long way toward avoiding bladder problems.
By far the most important factor in keeping passengers happy is to give them a good ride. Avoid the strong temptation to demonstrate your superior piloting skills (but inferior judgment) by engaging in low flybys and abrupt maneuvering.
In fact, the opposite technique produces the best results. Fly with the goal of making your passengers unaware that you are climbing, turning, or descending. Slow, gradual changes in attitude, direction, power, and configuration let your passengers concentrate on the great view and not the alarming ride.
It takes considerable planning and skill to fly super smooth--so smooth that your passengers don't notice you doing anything. That's the standard your passengers deserve.
Mark Twombly is a writer and editor who has been flying since 1968. He is a commercial pilot with instrument and multiengine ratings and co-owner of a Piper Aztec.
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