In a surprising revelation, veteran flight attendant Paula Gahan has identified one class of airline passengers as the most demanding and frustrating to deal with. And it is not economy or even business class travelers. According to Gahan, it is premium economy passengers who consistently pose the biggest challenges during flights. Even more unexpected, social media influencers on certain routes are also being labeled as problematic. These observations challenge the assumption that difficult behavior is reserved for budget travelers or entitled business class flyers.
Who Is Paula Gahan?
Paula Gahan is a seasoned flight attendant with over a decade of experience in the airline industry. Based in the United Kingdom, she has worked on a variety of domestic and international routes. Her day-to-day experience in managing passengers across multiple classes gives her a unique perspective on passenger behavior. Drawing on years of cabin experience, she has provided detailed insight into which types of travelers are the most difficult to serve and why their expectations often exceed reality.
Premium Economy: The Most Demanding Flyers
Caught Between Economy and Business
Premium economy is designed to be a step up from economy, offering more legroom, better meals, and additional amenities like priority boarding or upgraded service. However, many passengers in this section develop a mindset that is more aspirational than appreciative. They are not flying business, but they often expect business-class perks. According to Gahan, this group is often the most vocal when it comes to complaints and the fastest to hit the call button for any minor issue.
The Expectation Gap
The core issue lies in misaligned expectations. Premium economy travelers often believe they should be getting near-luxury service for a mid-tier fare. This perceived status upgrade leads to heightened demands, more frequent complaints, and a constant comparison with business class passengers. Gahan points out that they feel they deserve more than economy passengers, even though they are not paying business class prices. This results in frequent dissatisfaction with meals, drinks, seat comfort, and even minor delays.
Overuse of the Call Bell
One recurring complaint from flight attendants is the excessive use of the call bell by premium economy passengers. These travelers often press the button for non-urgent matters, such as requesting a second drink during meal service or asking for pillows and blankets mid-flight. While these are reasonable requests, the frequency and tone of the demands often overwhelm the cabin crew, particularly when the expectations are not grounded in the actual level of service provided in premium economy.
Why Economy Passengers Are Often Easier
Despite having fewer amenities and tighter spaces, economy passengers are generally more understanding and less demanding. Gahan notes that economy travelers tend to have more realistic expectations. They are often seasoned travelers who understand what their ticket entitles them to, and as a result, they tend to adapt better when things do not go perfectly. Cabin crew members often describe them as grateful, patient, and easier to serve than those flying in upgraded seats.
Business and First Class: Predictable and Polite
Business class passengers typically know what to expect. They are accustomed to a higher level of service and usually behave accordingly. Most are polite, experienced travelers who make clear requests and are respectful toward the cabin crew. Similarly, first class passengers, although fewer in number, often represent the least problematic group. Their travel habits are established, and their behavior tends to reflect the exclusivity and premium nature of their surroundings. These passengers rarely create disruption and generally require less management during the flight.
The Influencer Factor: A New Kind of Passenger Problem
In addition to premium economy flyers, another group of passengers has been flagged by flight attendants for poor in-flight behavior: influencers. These are typically social media personalities or individuals traveling for content creation purposes. They often book flights to high-profile destinations like Dubai or Las Vegas. According to other flight attendants, including Skye Taylor, influencers are more likely to cause problems when they travel under the influence of alcohol or substances. This behavior can lead to unpredictable outbursts, inappropriate actions, and general disruption during flights.
Routes Where Trouble Happens
Flights to entertainment or luxury destinations often attract travelers with party-driven intentions. This includes influencers and younger passengers who may not be aware of how their in-flight behavior affects those around them. Cabin crew report that these passengers sometimes begin their parties before takeoff and continue consuming alcohol mid-flight. This can lead to disciplinary action, involvement from security, or flight diversions in extreme cases.
Why Premium Economy Passengers Stand Out
A False Sense of Status
Many premium economy passengers board the aircraft believing they are in a premium category, but their ticket does not offer full luxury. This creates a psychological conflict. These travelers do not want to be associated with economy, yet they also fall short of full business class service. This self-perception leads to complaints when the service does not align with their imagined status.
Micro-Demands That Add Up
While their individual requests may seem minor, such as asking for a hot towel, another glass of wine, or more snacks, taken together, they create a workload that can significantly disrupt the flow of service for the rest of the plane. Cabin crew often find themselves spending disproportionate time in premium economy just to manage these repeated micro-demands.
A Desire to Feel “More”
Flight attendants suggest that many premium economy passengers behave this way because they are trying to reinforce their own sense of importance. Whether it is comparing their meal to what is being served in business class or expecting immediate attention from staff, their behavior is shaped by an attempt to validate their upgrade.
The Role of Cabin Crew
Flight attendants are trained to maintain professionalism and composure under pressure. They aim to treat every passenger equally, regardless of their travel class. However, managing premium economy passengers can test that balance. Cabin crew must find ways to de-escalate situations, manage expectations politely, and continue to provide high-quality service across all cabins.
Read More: Why do Airline Crews Dim The Cabin Lights? (It’s Not to Help You Sleep)
Tips for Premium Economy Travelers
If you are flying premium economy, here are a few tips to make the experience smoother for both you and the cabin crew:
- Be realistic about what the seat includes and does not include
- Avoid comparing your experience to business class
- Use the call button only for essential needs
- Be patient during meal and beverage services
- Show appreciation to the crew, especially during long flights
Understanding Passenger Psychology
The in-flight behavior of passengers often reflects their expectations, not their actual environment. Premium economy sits in a confusing middle space, offering a taste of luxury without the full indulgence. This creates a scenario where passengers overestimate what they are entitled to, leading to dissatisfaction. In contrast, those in economy often come with the lowest expectations and leave pleasantly surprised when they receive decent service.
Why This Insight Matters
Understanding which passengers are most likely to cause friction can help airlines improve training, adjust service strategies, and set clearer expectations. It also serves as a reminder to passengers to travel with humility and awareness. Whether you paid top dollar or found a mid-tier deal, treating the cabin crew with respect can dramatically improve the experience for everyone on board.
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Final Thoughts
The worst passengers on a plane are not always those with the cheapest tickets or those demanding luxury. As Paula Gahan and other experienced flight attendants have observed, it is often those in premium economy who create the most stress for the cabin crew. Fueled by status anxiety and inflated expectations, their behavior can turn a manageable flight into a frustrating one. Add in the unpredictable nature of influencer travelers on certain routes, and the job of a flight attendant becomes even more complex. In the end, a little empathy, patience, and self-awareness go a long way, regardless of your seat assignment.
Disclaimer: This article was created with AI assistance and edited by a human for accuracy and clarity.
