Passengers, how do you deal with them?

[time builder]

I'm a former freight dog transitioning into the world of passenger carrying.
I just about had to debrief my PAX today, wondering what I would say to explain the small emergency I dealt with. I was turning back for the airport when I found a solution to my problem and continued the flight. I was sure the passengers knew something was wrong, but I decided to play it cool and see if they even noticed. Nothing came up, in fact, they gave me one of my biggest tips yet.
It made me really wonder though, what do you tell passengers when things go wrong? Obviously it depends on the situation, but I'd like to hear some creative lines.

 

[ElCid88]

The truth.

 

[time builder]

The truth.

Right, I'm not looking for lies, just tactful ways of putting things so they don't freak out and your company's image is protected. Heck, all they have to see is a small plane and young pilot, and already they have their impressions.

 

[Cardinal]

The truth really is easiest. If they just can't deal, well they're welcome to walk. Had an issue where the aircraft basically wouldn't turn on, a sticky relay. Told passengers we were stuck until mechanic could show. A while later, just before writing it up we try again, and it works. Crap. Airplane is airworthy, told em the airplane fixed itself, put the passengers and my family members back on the airplane and departed. Waiting hours for a mechanic wouldn't have changed the realities of the situation. Passengers had a choice, and they chose their destination. Probably not the best example, but nothing in life/aviation is perfect.

 

[BHS]

The truth yes, to a certain extent. Don't build a clock if ask for the time. Keeping the explanation simple and on non aviation language is the best. Try to deal face to face instead of just in the cockpit if time permits. Let them know that on time is of top priority but, safety is paramount.

 

[Gorilla]

Big honking solid line of Tstorms ahead = "A bit bumpy, please buckle up."
Complete pack failure; emergency descent = "Air conditioner problem"
Loss of multiple electrical buses = "Weak battery"
No oil qty or pressure; impending shutdown = "A warning light"
Massive hydraulic failure; down to RAT = "Another warning light"
SE ILS to grinding minimums at alternate = "Just a precaution"

Hope these help!

 

[Mr Wu]

Blah, blah, blah, blah, abnormal indication, blah, blah, blah, blah, redundant syatem, blah, blah, blah, blah, as a precaution.

 

[sleddriver71]

Thanks for the insightful and thought provoking statement Mr. Wu.

 

[big_al]

just make up some technical sounding jargon and none of the passengers will have any idea and will just pretend to understand because they dont want to look stupid

sorry to hear you went away from the freighters, boxes 4 life

 

[FN FAL]

Right, I'm not looking for lies, just tactful ways of putting things so they don't freak out and your company's image is protected. Heck, all they have to see is a small plane and young pilot, and already they have their impressions.

Just wait until you've been called into the chief pilot's office a couple times for complaints from passengers that claimed you were lost because you kept circling and looking out the window. Never mind that the field was below mins with fog and the ATC people were nice enough to let you hold.

Or the client that says you made his employee take the airlines because the 414 window shattered while the plane was sitting on the ground during your stay at some podunk airport.

Or the client who always said she'd be back by 1 pm, "Don't bother getting lunch!" and then shows up at 5:00 pm as usual. So you get get lunch anyway and since they have to pay expenses, she's upset with paying the bill for 30 dollar hamburger and bowl of chili.

Once you've had a few of these, you'll have a pretty good idea of what to say and when.