Jetstar is running customer service training for its staff in New Zealand.
The airline's group chief executive Jayne Hrdlicka said so far 450 staff had undergone the day-long session to equip them to better cope with a range of situations.
"In aviation no two days are the same - so we're making sure people [are] given the skills to be super resilient and their best no matter what happens."
Senior managers were first through the training course.
"It really causes you to step back and think about the framework for handling difficult situations."
Some Jetstar staff have been criticised in the past for being too rigid and not using their discretion.
Hrdlicka said giving staff more leeway was a part of the training but the airline's business model meant it had to stick to specific rules.
"Without those rules our prices go up. We have to manage the rules but have to allow people the latitude to handle different situations."