The Cost of Disruption

Unruly passengers disrupt order by failing to follow rules or instructions, creating safety risks for themselves and others. Whether triggered by intoxication, aggression, or other factors, disruptive behaviour can lead to severe consequences, including emergency landings. A single flight diversion can cost an airline between €10,000 and €80,000, alongside reputational damage and operational delays.

“Unruly passengers are a rising global concern. Most 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.

Defining Unruly Behaviour

Disruptive actions can include excessive drinking or drug use, non-compliance with crew instructions, verbal or physical violence, and distractions to staff performing safety-critical duties. Addressing these behaviours effectively requires specialised training.

A Comprehensive Training Approach

Aviator Airport Alliance has developed a robust training programme for ground handling staff, emphasising conflict management, early intervention strategies, and post-incident care.

“Our comprehensive training equips staff with the skills to recognise and manage unruly situations before escalation, ensuring a safe and seamless experience for all passengers,” says Nilsson.

The training includes conflict management techniques, enabling staff to:

• Recognise passenger profiles and triggers such as fatigue, intoxication, or anxiety.
• Use de-escalation and stress management strategies.
• Apply clear communication skills, including tone and body language, to maintain control during conflicts.
• Practise scenario-based problem-solving for real-world application.

Preventative Measures and Response Protocols

Proactive prevention is a cornerstone of the training. By identifying and addressing potential issues early, staff can mitigate conflicts before they escalate. Active listening and emotional control are prioritised, allowing staff to diffuse tensions effectively.

Staff are trained to handle varying levels of aggression:

• Level 1: Manageable behaviours addressed through verbal de-escalation.
• Level 2: More challenging behaviours, often involving substances, requiring advanced intervention skills.

Impact of Training

Effective training delivers numerous benefits, including:

• Enhanced safety for passengers, crew, and staff by reducing risks during conflicts.
• Improved operational efficiency through minimised disruptions and supported on-time performance.
• Greater confidence and teamwork among staff, fostering a calm and controlled atmosphere in airports and on aircraft.

About Aviator Airport Alliance

As a full-service aviation provider operating across 15 airports in the Nordics, Aviator Airport Alliance, a member of Avia Solutions Group, specialises in ground handling and passenger services. Their commitment to smooth air travel operations and safety sets a benchmark in managing the complexities of modern aviation.