Unruly Passenger Prevention and Response (Classroom, 3 days)


About

Unruly passengers are a continuing concern for air carriers. Though incidents are rare, an unruly passenger can pose a real threat to the safety of staff and other travelers and, in extreme cases, cause an airline costly penalties and delays. Whether you work in the air or on the ground, handling an unruly passenger is a delicate task. This course provides practical, methodical training to help you deal with incidents objectively and with confidence. You will learn how to identify and calm unruly behavior in its early stages and have multiple opportunities to develop your skills with role-play exercises carried out throughout the course.

This course is available at IATA Training Centers and Regional Training Partner locations, and on-demand as in-house training.

Course code: TSCS-16

Course format

  • This classroom course provides 3 days (24 hours) of instruction delivered by an official IATA Instructor.
  • Student performance will be based on an assessment

Prerequisites

  • There are no prerequisites for this course
  • Recommended level is Entry-level and Intermediate
  • The recommended level of language proficiency is ICAO Operational Level 4 for courses in English or the equivalent level for other languages.

How to register

Next class

Unruly Passenger Prevention and Response (Classroom, 3 days)

Netherlands, Amsterdam (IATA)
5 - 7 August, 2020
Register before 07 May, 2020 for a 20% discount
Please register by 15 Jul
All prices are before tax. Class no: 110085 English
Dev. Nations
USD 1,470
Member
USD 1,890
Regular
USD 2,100

1 additional classes are scheduled

Unruly Passenger Prevention and Response (Classroom, 3 days)

Oman, Muscat (OAMC-RTP)
23 - 25 August, 2020
Please register by 01 Aug
All prices are before tax. Class no: 126817 English
Dev. Nations
USD 1,470
Member
USD 1,890
Regular
USD 2,100

This course is offered in cooperation with Oman Airports.

For information and to register, please contact:

Ahmed Almaqbali
Learning & Development Centre
Oman Airports
Muscat International Airport
Tel: +968-2435-2006
E-mail: ahmed.almaqbali@omanairports.com

OR

Samiha Al-Shibani
Learning & Development Centre
Oman Airports
Muscat International Airport
Tel: +968-2435-2047
E-mail: samiha.alshibani@omanairports.com

What you will learn

On completion of this course you will be able to:

  • Understand what can trigger a passenger’s aggression and the forms it can take
  • Determine the severity of an incident
  • Use observation techniques to help detect aggressive behavior before it starts
  • Know the legislation and regulations that govern the handling of unruly passengers
  • Improve communication skills and the organization of roles within your crew
  • Be able to use effective de-escalation techniques and restrain an unruly passenger when required
  • Practice self-defense techniques
  • Understand the importance of post-incident care

Course content

  • Learn these concepts and how to apply them in your operations:
    • Legislation and regulations
    • Observation techniques
    • Effective communication skills
    • De-escalation techniques
    • Restraint techniques
    • Self-defense response
    • Crew roles and responsibilities

Download the Outline

Activities

  • Group exercises
  • Role play practice scenarios

Who should attend

This course is recommended for:

  • Air crew and ground staff
  • Check-in and passenger services staff
  • Security and customs officers working directly with passengers

Certificate awarded

An IATA Certificate of Completion is awarded to participants obtaining a grade of 80% or higher on all exercises and exams. A special distinction is awarded to participants obtaining a grade of 90% or higher.

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