This presentations deals with the ever-continuing problems of disruptive passengers and sky rage in aviation. The causes of disruptive passengers and sky rage are varied and it is important for flight crews to be able to discern between an upset passenger and a passenger who has the potential to cause a serious safety threat to the aircraft and the passengers. Understanding some of these issues will help crews deal with this very important safety issue without inadvertently escalating a minor incident into one that jeopardizes the safety of the flight. We offer some solutions on how flight crews can deal with the issues behind this problem in air travel.
There are several case studies of actual sky rage incidents that are examined for lessons learned. This presentation provides some solutions for recognizing and handling confrontations. The better you develop your skills in handling these types of incidents, the safer you and your fellow crewmembers and passenger will be.
The presentation looks at some of the problems behind sky rage such as the factors behind sky rage, number of incidents, enforcement actions, expectations, understanding passenger behavior and their own attitudes.
The presentation finally delves into some solutions to stop sky rage, which include improving crewmember relationship skills as well as recognizing and reacting to the dangers of disruptive passengers. Crewmembers are shown response techniques in an escalating confrontation where recognizing and reacting to a passenger exhibiting the potential for disruptive behavior.
