Disruptive Passengers

With the return of the passenger as the world opens up again following the COVID-19 pandemic, it naturally follows that the aviation industry welcomes back employees, old and new, to meet the increased demand. These employees will be venturing into a more challenging world, unseen prior to 2020. The ability to deliver excellent customer service to maximise the customer experience, together with the welfare and training of staff being critical to it’s delivery, has never been more important.

Although the aviation sector is not expected to fully recover to pre-pandemic levels until 2023/2024, now presents an exciting and timely opportunity, to upskill those returning staff and indeed provide new employees with the necessary skills and knowledge. This will ensure they feel confident dealing with those passengers whose behaviour may lead to disruption and danger, both on the ground and more worryingly, in the air, particularly as the ‘new norm’ beds in. The number of law enforcement officers at airports has been reduced, in line with the decline in footfall. It is therefore even more vital that the different communities within the aviation sector receive relevant training to equip them with the confidence to identify and proportionately manage, incidents that may be a customer service issue, without having to resort to calling on law enforcement agencies for assistance.

Communication is critical when dealing with such incidents - sometimes it is not what is being said, more how it is said. Body language, too, often betrays subconscious attitudes and can give rise to an escalation in tensions but the ability to read others’ body language, warning signs etc. can conversely afford early opportunities to de-escalate tensions and manage conflict effectively.

But communication is only one facet of effectively managing disruptive passengers. Just as important are the ability to recognize the cause of conflict and make spontaneous risk assessments before taking action, the physiological impact of conflict and importantly, a thorough working knowledge of what legislation is in place to provide that added protection to staff when taking action.

The airport should be a ‘happy place’ particularly for those venturing away on their travels, but the sad reality is that this is not always the case - there will always be disruptive passengers, however effective and relevant training can go a long way to mitigate the impact they have on the wider travelling public.

Attendance on a CAMORDisruptive Passenger’ course is designed to afford the delegate the opportunity to enhance their knowledge and confidence around managing conflict in the wider sense through discussion of contributory factors, conflict management models, legislation and processes for assessing risk with the added benefit of it being delivered by a former police officer with extensive operational experience in this field. At its conclusion, the intention is for the delegate to have a greater appreciation and understanding of the criticality of their role in managing conflict.  

CAMOR GSAT Training nominated for British Security Award
May 9, 2022
GSAT with a Difference
April 25, 2022
CAMOR take part in the Speakers for Schools Inspiration Programme
April 22, 2022
Now taking bookings for disruptive passenger training
April 4, 2022
CAMOR Celebrate International Women's Day
March 9, 2022
CAMOR Attend the OSPAs Awards Ceremony
March 8, 2022
CAMOR's Chairman reflects on the company's achievements
March 8, 2022
Continuous Professional Development - What does it mean to CAMOR
February 21, 2022
ICAO Year of Security Culture Webinar
February 18, 2022
CAMOR Achieve Investors in People Gold Award
February 8, 2022
CAMOR Submission for ICAO and ACI World Video Challenge
January 18, 2022
Insider Risk in Aviation
January 14, 2022
           Employer recognition scheme, Gold Award Holder    
With Department for Transport (DfT) Certified Instructors, CAMOR are a UK  Civil Aviation Authority (CAA) Registered Training Provider