Conflict Management & Disruptive Passenger Training

An original member of the UK Airline Disruptive Passenger Committee, our UK Head of Training and Development, Andy Turner, was interviewed by the BBC, BBC Radio 5 Live and London Radio about the rise in the number of disruptive passenger incidents on board aircraft.

Our Conflict Management and Disruptive Passenger courses produce excellent results, that improves the confidence and professionalism of your aircrew. Bespoke, Regulatory and Train the Trainer courses available.

As per the UK CAA's advice on Disruptive Passengers:

Airlines have a right to refuse to carry passengers that they consider to be a potential risk to the safety of the aircraft, its crew or its passengers.

Reasons will typically include if the passenger:

• is drunk or under the influence of drugs.
• has refused to allow a security check to be carried out on them or their baggage.
• has not obeyed the instructions of ground staff or a member of the crew of the aircraft relating to safety or security.
• has used threatening, abusive or insulting words towards ground staff, another passenger or a member of the crew of the aircraft.
• has behaved in a threatening, abusive, insulting or disorderly way towards a member of ground staff or a member of the crew of the aircraft.
• has deliberately interfered with the performance by a member of the crew of the aircraft of their duties.
• has put the safety of either the aircraft or any person in it in danger.
• or if the mental or physical state or health of the passenger is a danger or risk to themselves, the aircraft or any person in it.

Unacceptable behaviour on board

Passengers must not do certain things while on board including:

• Endangering the safety of an aircraft
• Being drunk in an aircraft
• Smoking
• Disobeying a lawful command from the commander of an aircraft, and
• Acting in a disruptive manner (including interfering with the work of a member of the cabin crew)

If a member of crew deems behaviour disruptive, they have the right to take measures they think reasonable to prevent the passenger continuing that behaviour. When the aircraft lands, their actions may include:

• Making the passenger leave the aircraft; possibly under police escort
• Refusing to carry the passenger on the remaining sectors of the journey shown on their ticket, and
• Reporting the incident on board the aircraft to the relevant authorities with a view to them prosecuting for any criminal offences that may have been committed.
• Serious offences could result in a large fine and/or imprisonment.

Our training courses:

Aviaton Worldwide Training can provide a bespoke course that can offer targeted training courses specific to the type of clientele you carry on board your aircraft or deal with on the ground.

Our Instructors have many years, first hand experience of dealing with difficult individuals within all areas of aviation, so understand the difficulties faced by staff when dealing with fare-paying customers, be that in private or commercial aviation. Our Instructors have designed and delivered Conflict Management & Disruptive Person handling courses for many airlines and ground-based companies that require their personnel to be armed with the knowledge and skills to successfully defuse a situation before the need for restraint, diversion or the Police is necessary.

Our courses provide the individual or team with the knowledge, expertise and confidence to deal with day-to-day situations that occur within many industries. We offer training tools and techniques to professionally deal with difficult customers/clients in a manner whereby the situation is 'controlled and dealt with' , which offers the best outcome for the person and personnel involved.

If you would like more information with regards to our course options and prices, please do not hesitate to contact a member of our training team.