How do airlines deal with unruly passengers on a flight?

In recent years, the aviation industry has witnessed an alarming increase in incidents involving disruptive passengers, posing a significant threat to the safety and security of flights. Intoxication, drug use, mental health issues, anxiety, and frustration are among the various factors that contribute to such unruly behaviour.

As disruptive incidents continue to mess with flights and cause delays, it becomes crucial for airlines to adopt effective strategies to identify, prevent, and handle these situations.

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So, exactly how do airlines deal with unruly passengers on a flight? Here are the rules and regulations.

Regulations and company policies

• To address the issue of disruptive passengers, the International Civil Aviation Organisation (ICAO) and national aviation authorities (at the country level) have developed regulations and guidelines for airlines to follow. The Directorate General of Civil Aviation (DGCA) is India's nodal agency.

• Annex 17 to the ICAO Chicago Convention defines disruptive passengers and outlines their behaviour as a threat to good order and discipline.
• Meanwhile, airlines themselves establish robust company policies to deal with unruly behaviour, emphasising prevention, early detection, and intervention.
• Such policies often include training programs, awareness campaigns, and a zero-tolerance approach toward disruptive acts.

Prevention starts on the ground

• Preventing unruly passenger incidents begins at the airport, where airline staff plays a vital role in identifying potential problematic passengers.
• Through increased vigilance during check-in, security checks and boarding gate procedures, airport personnel can spot signs of aggression, intoxication, or suspicious behaviour.

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• If a passenger is visibly intoxicated or displays concerning behaviour, they can be denied boarding.
• Additionally, early detection of potential issues among large groups of travellers is crucial to maintaining order and preventing disruptive incidents.

In-flight intervention and threat levels

• Once onboard the aircraft, flight attendants are trained to monitor passenger behaviour and detect any signs of aggression or threats.
• They exercise soft skills and communication techniques to defuse tense situations and encourage cooperation.

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• If a passenger becomes unruly, flight attendants can limit alcohol consumption, issue warnings, and provide written notifications outlining the consequences of continued disruptive behaviour.
• However, when the threat level escalates and verbal interventions prove ineffective, flight attendants may resort to physical restraint or seek the assistance of law enforcement officials onboard.

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The ICAO has defined four threat levels to categorise unruly passenger behaviour, each requiring specific responses from the flight crew.

• Level 1 — Disruptive behaviour (verbal): In response, the crew will address the passenger, warning them about the consequences of their actions and informing them that further disruptive behaviour may result in refusal of service and reporting the incident to the authorities.

• Level 2 — Physically abusive behaviour: The crew will issue a stronger warning to the passenger, emphasising the severity of their actions and the potential legal consequences. They may also limit the passenger's access to alcohol and consider restraining them if necessary, ensuring the safety of other passengers and crew.

• Level 3 — Life-threatening behaviour (or display of a weapon): In response, the flight crew will prioritise the safety of the aircraft and its passengers and may seek assistance from law enforcement officials onboard, consider diverting the flight to the nearest airport, and apply physical restraints to ensure the unruly passenger cannot cause harm.

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• Level 4 — Attempted or actual breach of the flight crew compartment: In such cases, the flight crew will take immediate and decisive action to protect the integrity of the flight. They will notify other crew members and seek assistance from law enforcement authorities. Flight diversion and involvement of security personnel are highly likely at this level.

Legal basis and consequences

• The Tokyo Convention and other international regulations empower pilots and crew members to take appropriate action against such passengers without fear of legal repercussions.
• Passengers engaging in disruptive behaviour can face fines, imprisonment, or both, along with the responsibility of covering the costs incurred due to flight diversions.
• Some airlines also impose penalties, including temporary or lifetime bans on flying with the carrier. Recent developments, such as the United States FAA's zero-tolerance policy, highlight the industry's growing intolerance for such flyers.

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Recent DGCA advisory

• Recently, India's Directorate General of Civil Aviation (DGCA) issued an advisory to airlines reiterating existing provisions to tackle disruptive passengers, following a Supreme Court directive.
• The advisory emphasises the responsibility of pilots, cabin crew members, and inflight service directors, urging them to take appropriate action.
• It also highlighted recent incidents involving smoking, alcohol-related disruptive behaviour, altercations, and sexual harassment onboard flights.
• The watchdog also advised airlines to sensitise their staff through training programs and effective monitoring to ensure the safety of aircraft operations.

In spite of so many directives, legal provisions, and SOPs in place, such incidents seem way too commonplace.