Unruly passenger

난동 승객의 정석은 "제압"이 아니라 사다리입니다 — 말로 진정 → 술 끊기 → 경고장 → (안전 위협 시에만) 억제 → 도착 시 경찰. 그리고 기장은 객실로 나가지 않아요 — 조종실을 지키며 인터폰으로 지휘합니다. 문법은 반복 행동을 말하는 keep + -ing.

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1. Scenario

I was the First Officer of HL123, in the cruise, when the purser reported a problem in the back: a passenger who had been drinking kept shouting at the crew and would not stay in his seat.

The cabin crew worked the standard ladder. They talked to him calmly, stopped serving him alcohol, and moved the passengers next to him. He quieted down for a while, then started again — swearing at a crew member and ignoring every instruction. At that point the purser, with my Captain's agreement over the interphone, issued the written warning card: continue this, and you will be met by police.

The Captain stayed on the flight deck the whole time — the door stays closed and the flying stays first. We passed the situation to our company and asked ATC to have police meet the aircraft at the gate, with a short description of the man and his seat. ATC offered us priority handling; we declined, because the cabin had him contained and the flight itself was normal.

After landing we asked everyone to remain seated. The police boarded first, took him off, and the rest of the passengers deplaned normally.

2. At a Glance

English — A drunk passenger kept shouting, swearing at the crew, and ignoring instructions. The cabin crew climbed the standard ladder — calm talk, no more alcohol, then the written warning card — while the Captain stayed behind the locked door and coordinated by interphone. We asked ATC for police to meet the aircraft, declined the priority they offered because the situation was contained, and had everyone remain seated after landing so the police could board first. The rule: de-escalate in steps, keep the flight deck secure, and let the police finish it on the ground.

한국어 — 술 취한 승객이 계속 소리 지르고 승무원에게 욕설하며 지시를 무시했습니다. 객실은 표준 사다리를 밟았어요 — 차분한 대화, 주류 중단, 그리고 서면 경고장. 그동안 기장은 잠긴 문 뒤에서 인터폰으로 지휘했습니다. ATC에 도착 시 경찰 대기를 요청했고, 먼저 제안해 준 우선권은 상황이 통제되고 있어 사양했습니다. 착륙 후 전원 착석 유지 — 경찰이 먼저 탑승해 그를 데리고 내린 뒤 나머지가 내렸습니다. 원칙 — 단계적으로 진정시키고, 조종실을 지키고, 마무리는 지상의 경찰에게.

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3. Key Verbs

shout

뜻: 소리 지르다

• He kept shouting at the crew.
• The shouting could be heard three rows away.

swear

뜻: 욕설하다

• He swore at a crew member.
• Swearing at crew is where the warning card comes in.

refuse

뜻: 거부하다

• He refused every instruction.
• Alcohol service was refused from that point on.

calm

뜻: 진정시키다

• The crew tried to calm him down first.
• He calmed down for a while, then started again.

warn

뜻: 경고하다

• The purser warned him formally with the card.
• He was warned that police would meet the aircraft.

issue

뜻: (경고장을) 발부하다

• The written warning card was issued.
• Cards are issued only with the Captain's agreement.

contain

뜻: (상황을) 통제하다

• The cabin had the situation contained.
• Once contained, it did not need priority handling.

describe

뜻: 묘사하다

• We described the man and his seat number to ATC.
• A clear description helps the police act fast.

remain

뜻: (자리에) 남아 있다

• We asked everyone to remain seated after landing.
• The passengers remained seated while the police boarded.

remove

뜻: (기내에서) 데리고 나가다

• The police removed him first.
• He was removed before anyone else deplaned.

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4. Key Expressions & Collocations

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5. Vocabulary

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6. Sentence Frames

빈칸만 갈아끼우면 다른 승객 문제 시나리오에도 그대로 씁니다.

• A passenger kept ____ing and would not ____. → A passenger kept shouting and would not stay in his seat.
• The crew tried ____ first, then ____. → The crew tried calm talk first, then stopped his alcohol.
• With the Captain's agreement, the purser ____. → With the Captain's agreement, the purser issued the warning card.
• We asked for police to meet the aircraft, with ____. → We asked for police to meet the aircraft, with his description and seat number.
• We declined ____, because ____. → We declined the priority, because the situation was contained.

오늘의 표현 포인트 — "We declined ____, because ____." 도움을 사양한 판단도 판단입니다 — 모든 문제에 priority가 필요하진 않다는 걸 보여주는 틀.

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7. Common Mistakes → Better Phrasing

한국인이 자주 쓰는 틀리거나 약한 표현을, 시험에서 통하는 표현으로 바꿔 익히세요.

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8. Grammar Point — keep + -ing (계속 ~하다)

반복되고 멈추지 않는 행동을 말하는 틀 — 난동·고장 반복 서술에 딱입니다.

• He kept shouting at the crew.
• He kept refusing every instruction.
• The situation kept getting worse until the warning card.

핵심: keep + -ing = "계속 ~했다". 한 번이 아니라 패턴이었다는 걸 이 한 단어가 전합니다.

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9. Model Answer — Q1

"What happened to your aircraft? Explain the nature of the incident."

90초 뼈대 — ① 무슨 일(2문장) ② 조치·상호작용(34문장) ③ 결과 + 한 줄(12문장). 아래는 그 뼈대의 예시입니다.

In the cruise, the purser reported an unruly passenger — he had been drinking, kept shouting at the crew, and would not stay in his seat. When a crew member was sworn at, it stopped being a service problem and became a safety problem.

The cabin crew worked the standard steps: calm talk first, then no more alcohol, and finally, with the Captain's agreement, the written warning card. The Captain stayed behind the locked flight deck door and coordinated everything by interphone. We told our company, asked ATC for police to meet the aircraft with his description and seat number, and declined the priority they offered — the cabin had him contained, and the flight itself was normal.

After landing, everyone remained seated while the police boarded first and took him off. Our job was never to punish him — it was to land with everyone safe, him included.

10. Model Answer — Q2

"How do you think ATC handled the situation? Could it have been handled differently?"

Q2 = ATC 평가로 의견 표현을 익히는 자리. 아래는 한 예시 — 외워서 그대로 쓰지 말고, 시작·마무리 표현은 자유롭게 바꿔 보세요.

They got the two important things right. The police request went through cleanly — one call, description and seat number passed ahead, officers actually at the door on arrival. And I liked that they offered priority instead of assuming it; when we said the situation was contained, they took our word and left the flight alone. That is good listening.

What could be better is the timing of the questions. On final approach, the tower came back asking us to confirm the passenger's seat and behavior — the busiest two minutes of the flight, for information we had already passed. Those details should live with the first controller and follow us on the ground, not meet us on short final. Apart from that, the ground side worked exactly as it should.

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11. Follow-up Q&A

1. How do line pilots usually handle an unruly passenger? → In steps: the crew calm him down and stop the alcohol, the warning card comes with the Captain's agreement, and restraint is a last resort only if safety is threatened. The Captain never leaves the flight deck — the police finish it on the ground.
2. Why did the Captain stay on the flight deck? → Flight deck security. An open door during a cabin problem is a bigger risk than the problem itself, so the Captain commands from behind the locked door.
3. Why did you decline priority handling? → The aircraft was normal and the cabin had him contained. Priority is for when time changes safety — here it would not have changed anything.
4. Why keep everyone seated after landing? → So the police could board first and go straight to one seated man, instead of looking for him in a moving crowd.

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12. Shadowing Sentences

각 문장을 3~5번 소리 내어 따라 하세요.

1. A passenger kept shouting and would not stay in his seat.
2. He had been drinking and became aggressive.
3. The crew stopped serving him alcohol.
4. With the Captain's agreement, the purser issued the warning card.
5. The Captain stayed behind the locked door.
6. We asked for police to meet the aircraft.
7. We passed his description and seat number ahead.
8. We declined the priority, because the situation was contained.
9. Everyone remained seated while the police boarded first.
10. De-escalate in steps, and let the police finish it on the ground.

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다 읽었으면, 위 문장 구조 몇 개를 골라 30초만 직접 말해보세요. 화면에서 녹음하고 ICAO 6영역 채점을 받아보고 싶다면 EPTA Coach에서 1회차를 무료로 열어둡니다.