Unruly Passenger Prevention and Response (classroom)

Did you know that in the past 5 years, 64 participants from 13 countries have taken this course with IATA?

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. 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.

Download the Outline

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.


  • 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 arrange in-house training for your company: Complete the in-house training request form or contact the salesperson in your region.

Next class

Unruly Passenger Prevention and Response (classroom)

Netherlands, Amsterdam (IATA)
10 - 12 August, 2022
Register before 20 Jul, 2022 to take advantage of the USD100 Early Bird discount. The price below includes this discount.
Please register by 20 Jul
All prices are before tax and include applicable discounts.
Class no: 148462
USD 1,370
USD 1,790
USD 2,000

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

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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