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.
On completion of this course you will be able to:
This course is recommended for:
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.