Disruptive and Distressed Passengers
Readiness training. Guarding.Tech does not grant any official certificate, licence or authority.
This is a knowledge course. It is not AVSEC training and is not recognised by any aviation security authority.
The last flight of the night is cancelled. Two hundred people stand at one airline desk. A man at the front bangs on the counter and shouts at the two staff behind it. Near the wall, an old woman sits alone and cries.
Focus: calm people early, call for help early, and know whose decision it is. You support. You do not remove people, and you do not decide who flies.
Learning objectives
- Say who decides what when a passenger causes trouble.
- Use the skills of unit 14B (Managing Conflict) with angry passengers during a delay.
- Act correctly when a passenger seems drunk.
- Help a passenger who is distressed, lost or stranded.
- Notice and report signs that a person may be trafficked.
- Keep out of the way of officers who escort a person in custody.
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