March 2014 Gary Bowden

Unruly Passenger Management

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Overview •  What is unruly passenger behavior? •  What are the common reasons or triggers

for unruly behavior or ‘air rage’? •  Contributing factors •  FC/CC Training •  Powers of the Pilot In Command •  Global developments •  Lasting thoughts - Questions

What is unruly passenger behaviour ?

•  An act which – interferes with the aircraft crew or threatens the safe operation of the aircraft or safety

of people on board

•  Disobeying lawful instructions of the aircraft operator (crew)

Unruly behaviour & air rage triggers

•  The journey ……

•  Traffic delays, car parking issues •  Facilitation delays - arrival/departure delays •  Dis-satisfaction with seating service or product

expectations •  Overbookings •  Fatigue / stress •  Jet lag •  Non smoking laws* •  Not following crew safety instructions

Contributing Factors - Exercise

•  Alcohol effects

•  Aircraft altitude / pressurisation

•  Oxygen deficiencies

•  Dehydration / Humidity

•  Medication

•  Confinement

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Flight & Cabin Crew Training •  Mandatory crew security training

•  Guest assessment

•  Early identification of threat

•  Crew trained to take control – displace the fear factor

•  Appropriate escalation of the situation

Minimum Mandated Standards for FC/CC Training

Assessing the seriousness of an occurrence Crew communications and coordination Procedures to protect the flight deck Aircraft search & LRBL procedures Understanding the behaviour of terrorists Use of non-lethal protective devices Self defence Exercises simulating threatening situations

Guest Assessment and Control

IDENTIFY

ENGAGE

REPORT

Assessment Matrix

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Powers of Pilot In Command Reasonable measures to;

• Protect safety of aircraft

• Passengers / persons on board

• Maintain good order and discipline

• Authorize the use of reasonable force

Global developments

Global concern by airlines, IATA & ICAO

Aircraft disruptions, diversions at significant economic costs

ICAO Developments - Expand base of jurisdiction - Identify list of offences - Status or role of IFSO’s or ASO’s

Global developments •  Modernisation of Tokyo Convention

•  Expanded bases of jurisdiction

•  Identification of all offences – too exhaustive

•  Each State must ensure criminal or administrative punishment for key behaviour groups

•  IFSO / ASO’s role to act in such matters under bilateral arrangements

Lasting thoughts

•  Air travel is a journey …

•  The ‘Consummate Traveller’ reading…

•  Expect the unexpected…

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