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 ra...
What is unruly passenger behaviour ?
•  An act which – interferes with the aircraft crew or
threatens the safe operation o...
Unruly behaviour & air rage triggers
•  The journey ……
•  Traffic delays, car parking issues
•  Facilitation delays - arri...
Contributing Factors - Exercise
•  Alcohol effects
•  Aircraft altitude / pressurisation
•  Oxygen deficiencies
•  Dehydra...
6
Flight & Cabin Crew Training
•  Mandatory crew security training
•  Guest assessment
•  Early identification of threat
•...
Minimum Mandated Standards
for FC/CC Training
Assessing the seriousness of an occurrence
Crew communications and coordinat...
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
• Maint...
Global developments
Global concern by airlines, IATA & ICAO
Aircraft disruptions, diversions at significant
economic costs...
Global developments
•  Modernisation of Tokyo Convention
•  Expanded bases of jurisdiction
•  Identification of all offenc...
Lasting thoughts
•  Air travel is a journey …
•  The ‘Consummate Traveller’ reading…
•  Expect the unexpected…
14
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Gary Bowden, Manager, VIRGIN AUSTRALIA - Unruly passenger management

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Gary Bowden, Manager, Group Security & Dangerous Goods, VIRGIN AUSTRALIA delivered the presentation at the 2014 Asia Pacific Aviation Security AVSEC conference.

The AVSEC conference brings together government authorities, policy makers and key industry leaders all under one roof at one time, to discuss the most pressing issues, the latest challenges and technology advancement within the aviation industry in the Asia Pacific region.

For more information about the event, please visit: http://www.informa.com.au/avsecconference

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Gary Bowden, Manager, VIRGIN AUSTRALIA - Unruly passenger management

  1. 1. March 2014 Gary Bowden Unruly Passenger Management
  2. 2. 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
  3. 3. 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)
  4. 4. 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
  5. 5. Contributing Factors - Exercise •  Alcohol effects •  Aircraft altitude / pressurisation •  Oxygen deficiencies •  Dehydration / Humidity •  Medication •  Confinement
  6. 6. 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
  7. 7. 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
  8. 8. Guest Assessment and Control IDENTIFY ENGAGE REPORT
  9. 9. Assessment Matrix © COPYRIGHT 2007 DEFENSIVE TACTICS ALL RIGHTS RESERVED
  10. 10. 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
  11. 11. 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
  12. 12. 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
  13. 13. Lasting thoughts •  Air travel is a journey … •  The ‘Consummate Traveller’ reading… •  Expect the unexpected…
  14. 14. 14
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