Unruly Passenger Prevention and Response (classroom)



About the course

3-day (24 hours) classroom course

IATA Unruly Passenger Prevention and Response aviation training course

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. IATA’s Unruly Passenger Prevention and Response 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.

Download the Outline

Course code: TSCS-16

Course format


  • 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

In-house training

To arrange in-house training for your company, please complete the in-house training request form or contact the Training Specialist in your region.

Next class

Unruly Passenger Prevention and Response (classroom)

Netherlands, Amsterdam (IATA)
5 - 7 August, 2024
Register before May 05, 2024 to take advantage of the 20% Early Bird discount (only for payment by credit card or ICH)*. The price below includes this discount. *Terms apply
Please register by 15 Jul
Find out more about our Early Bird Terms.
All prices are before tax and include applicable discounts.
Class no: 200716
USD 1,268
USD 1,628
USD 1,812

Find out more about our IATA Training Center in Amsterdam, including details about the Training Center, a map to help you find it, and a schedule of all the upcoming courses being held in Amsterdam.

What you will learn

On completion of this course you will be able to:

  • Recognize 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
  • Use effective de-escalation techniques and restrain an unruly passenger when required
  • Practice self-defense techniques
  • Discuss the importance of post-incident care

Course content

The key topics that are covered during this course include:

  • Legislation and regulations
  • Observation techniques
  • Effective communication skills
  • De-escalation techniques
  • Restraint techniques
  • Self-defense response
  • Crew roles and responsibilities


  • 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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