1. Foreign cabin crew didn’t notice that I was feeling unwell
What was difficult:
Because I couldn’t communicate well, I was unable to explain that I felt sick, was nauseous, or needed medicine.
What I wished they had done:
I wished a cabin crew member had noticed my condition and asked, “Are you OK?”
2. I couldn’t communicate what I wanted to eat or drink
What was difficult:
I was hesitate to say, “I would like some water,” “I would like coffee,” or “I can’t eat this meal.”
What I wished they had done:
I wished they had used a menu that I could point to or communicated with simple gestures.
3. I didn’t know where the restroom was or whether it was available
What was difficult:
I was looking around for the restroom and wasn’t sure whether it was occupied, but I didn’t know how to ask.
What I wished they had done:
I wished a cabin crew member had noticed that I looked confused and simply said, “This way,” and guided me.
4. I was worried about my connecting flight but couldn’t ask for help
What was difficult:
I was anxious about my connection, such as the transfer time or departure gate, but I couldn’t explain my concerns in English.
What I wished they had done:
I wished they had noticed my anxiety and asked a simple question such as, “Connecting flight?”
5. I didn’t know how to use the equipment around my seat
What was difficult:
I didn’t know how to use the entertainment system, reclining seat, charging outlet, or reading light.
What I wished they had done:
I wished a cabin crew member had noticed that I was struggling and shown me how to use the equipment.
6. I wanted a blanket or pillow but couldn’t ask for one
What was difficult:
I felt cold or uncomfortable and wanted to sleep, but I didn’t know how to communicate what I needed.
What I wished they had done:
I wished they had noticed that I looked cold or uncomfortable and offered a blanket or pillow.
7. My meal tray was not collected after I had finished eating
What was difficult:
My tray remained on the table for a long time after I had finished eating, making it difficult for me to relax or sleep.
What I wished they had done:
I wished the cabin crew had noticed that I had finished my meal during their cabin rounds and offered to collect the tray.
8. I was struggling because my child was crying, but no one offered help
What was difficult:
As a parent, I was already feeling stressed, but because of the language barrier, I couldn’t ask for assistance, water, or anything else that might help my child.
What I wished they had done:
I wished someone had approached me and said, “Is there anything I can do to help?”
9. I had a problem with another passenger but couldn’t explain it
What was difficult:
For example, while eating meals the passenger in front of me reclines and it was difficult to eat, I felt uncomfortable because of something happening next to me; ie; their feet smells, a baby crying, their headphones emit big noise,etc. However, I couldn’t clearly explain the situation or ask for help.
What I wished they had done:
I wished the cabin crew had been observant and noticed when a passenger was clearly uncomfortable or in need of assistance.
10. I didn’t understand the announcements before arrival and felt anxious
What was difficult:
I couldn’t fully understand important information about the arrival time, seatbelt signs, connections, or immigration procedures. I had to watch other passengers and copy what they were doing.
What I wished they had done:
I wished the cabin crew had not relied only on verbal explanations, but had also spoken slowly, used gestures, and checked passengers’ facial expressions to make sure they understood.
The common point
For Japanese passengers, the biggest difficulty is often not simply “I cannot speak English.” , “I hesitate to make an alert.”
It is more about “I am in trouble, but nobody notices.” In Japan, normally service staff notice what guests need before making an alert.
This highlights an important quality for a cabin crew member: not only language skills, but also the ability to observe passengers carefully, notice when someone may be struggling, understand what they might need, and proactively offer assistance.