In response to increasing incidence of unruly passengers, Aviator Airport Alliance has commenced training for airport staff who are faced with dealing with increasing incidence of unruly passengers. “This training involves essential conflict management techniques, enabling staff to handle tense situations with de-escalation and stress management strategies. By recognizing passenger profiles and identifying triggers such as fatigue, intoxication, or anxiety, staff can proactively address potential issues before the situation escalates”, says Aviator Airport Alliance.
In Africa, incidence of passengers destroying airport and airline properties and physical alternation with ground crew abound, with some even preventing aircraft from taking off, have been reported. According to Aviator Alliance these are not isolated cases rather “The aviation industry is facing a growing challenge with unruly passengers, as reports show that 70% of these incidents involve aggressive behaviour.” In view of this, Aviator Airport Alliance says it “is applying expert strategies to address passenger behaviour issues, ensuring a safe and efficient experience for all passengers, crew, and ground handling staff.”
“Unruly passengers, who disrupt order by failing to follow rules or instructions, pose significant safety risks for themselves and others. Any kind of unruly or disruptive behaviour-whether related to intoxication, aggression, or other factors-introduces an unnecessary risk to aviation safety, potentially leading to severe consequences, including emergency landings. A single flight diversion can cost an airline between €10,000 and €80,000, not to mention the reputational damage and operational delays that follow.”
“Unruly passengers are a rising global concern, most of unruly incidents involve aggression. With 90 seconds being the critical time required to evacuate an aircraft during an emergency, there is no room for error. That’s why a zero-tolerance policy for disruptive behaviour, aligned with IATA’s levels of threat, is strictly enforced,” explains Lina Nilsson, Corporate Training Coordinator for Passenger Services at Aviator Airport Alliance.
“Clear communication strategies, including the use of appropriate tone and body language, empower staff to maintain control during conflicts. Additionally, scenario-based problem-solving exercises provide practical experience, preparing staff to respond confidently and appropriately to real-world situations. “Proactive prevention and early intervention can prevent many conflicts before they escalate. Active listening and maintaining emotional control are emphasized in the training, enabling staff to diffuse tension effectively. When conflicts arise, staff are trained to handle varying levels of aggression, from level 1, involving aggressive but manageable behaviours that can typically be addressed through verbal de-escalation techniques, to level 2, which includes highly challenging behaviours, often influenced by substances, requiring more advanced intervention skills,” states Nilsson.
Aviator Airport Alliance says key benefits of the training include enhancing “safety by prioritizing the well-being of passengers, aircraft crew and ground handling staff, reducing risks during conflicts. It improves operational efficiency through effective conflict resolution, minimizing disruptions and supporting on-time performance”, amongst others.