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Unruly Passenger Prevention and Response (Classroom, 3 days)
Did you know that in the past 5 years, 64 participants from 13 countries have taken this course with IATA?
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.
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
Learn these concepts and how to apply them in your operations:
Legislation and regulations
Effective communication skills
Crew roles and responsibilities
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
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.