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

• To attend a class scheduled at one of our training centers: Register early and save up to 20%! Please read the Terms for the early bird discount. The discount will be calculated at the time of payment.
• To arrange in-house training for your company: Complete the in-house training request form or contact the salesperson in your region.

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

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.