Post on 19-Jun-2015
description
March 2014 Gary Bowden
Unruly Passenger Management
2
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
6
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
© COPYRIGHT 2007 DEFENSIVE TACTICS ALL RIGHTS RESERVED
10
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…
14