Incidents involving unruly passengers are an ongoing concern for airlines. They are happening in all parts of the world and in all classes of travel. And the fallout from each incident cuts across many aviation sectors, including safety, security, legal, and flight operations.
A disruptive passenger is defined as “a passenger who fails to respect the rules of conduct at an airport or on board an aircraft or [fails] to follow the instructions of the airport staff or crew members and thereby disturbs the good order and discipline at an airport or on board the aircraft.” [ICAO Annex 17 to the Convention on International Civil Aviation (the Chicago Convention) Security Safeguarding International Civil Aviation Against Acts of Unlawful Interference (March 2011)].
There are different guidance and specifications related to company policy, procedures, and training. We wanted to provide e-learning to identify early signals of potential disruptive situations and how to handle these challenging customer serviced situations.
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