Unruly Passenger Prevention and Response (classroom)

3-day (24 hours) classroom 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. IATA’s Unruly Passenger Prevention and Response 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.

Course code: TSCS-16

Course format

• This classroom course provides 3 days (24 hours) of instruction delivered by an official IATA Instructor.
• Take this course at an IATA Training Center, Regional Training Partner, or on-demand as in-house training.
• Student performance will be based on an assessment.

Prerequisites

• 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

• When you click the Register button, you will be directed to log in to your Training Account.
• Register early and save up to 25% at our Training Centers! Please read the Terms and Conditions for the early bird discount.

In-house training

To arrange in-house training for your company, please complete the in-house training request form or contact the Training Specialist in your region.

On completion of this course you will be able to:

• Recognize 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
• Use effective de-escalation techniques and restrain an unruly passenger when required
• Practice self-defense techniques
• Discuss the importance of post-incident care

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

Activities

• Group exercises
• Role play practice scenarios

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.