Disorderly passengers

Unruly or disruptive passengers on board an aircraft can potentially pose a threat to the safety and security of aircraft, its crew, and passengers.

Disruptive behaviour may also cause costly disruption to air travel when aircraft divert their route due to poor behaviour.

In recent years, operators have had to make more robust responses to deal with unruly and disruptive passengers including diverting the aircraft.

The terms ‘unruly and disruptive passengers’ refer to passengers who:

  • fail to respect the rules of conduct on board aircraft
  • fail to follow instructions from crew members and creating a threat to flight safety
  • disturb the good order and discipline on board aircraft.

This is a collection of advice from our Cabin Safety Bulletins series. You can read our full technical documents at Cabin Safety Bulletins.

Reported incidents

Statistics provided by the International Civil Aviation Organization (ICAO) outline the types of incidents and offences such as:

  • assault on crew members or passengers
  • fights among intoxicated passengers
  • child molestation
  • sexual harassment and assault
  • disorderly conduct because of alcohol intoxication
  • illegal consumption of drugs on board
  • refusal to follow a crew member’s lawful instruction
  • ransacking and sometimes vandalizing of aircraft seats and cabin interior
  • unauthorised use of portable electronic devices
  • destruction of safety equipment on board
  • other disorderly or riotous conduct.

Consequences of disruptive passenger behaviour

Punishment for disruptive behaviour will vary depending on the severity. Unruly or disruptive passengers can face civil or criminal offences for their actions through a variety of means.

Airline personnel and police can issue a verbal or written warning to unruly or disruptive passengers.

Operators or state or federal police may refer to CASA about incidents that have breached civil aviation legislation. This could lead to the issue of an aviation infringement notice.

An unruly or disruptive passenger can face multiple infringement notices relating to the same incident if several breaches of the civil aviation legislation occurred.

Police may also arrest or charge the passenger with one or more offences rather than refer the matter to CASA.

An operator that diverts an aircraft due to unruly or disruptive passenger behaviour may seek reimbursement for:

  • fuel loss
  • airport related costs
  • payments to other passengers for inconvenience
  • related costs such as additional meals, accommodation, or alterative flights.

Deny boarding

The operator has the authority to refuse to board any passenger displaying behaviour that may present a risk to the safety of the:

  • aircraft
  • persons on board the aircraft or their property.

Operators will need to consider all aspects of managing an incident when developing procedures on the refusal to transport passengers.

This will include the prevention, recognition and reporting of an unruly or disruptive behaviour which may occur:

  • during check-in
  • in the departure area
  • while on the ramp
  • on board the aircraft.

Operators should consider all aspects of a situation to accurately evaluate the different conditions when a passenger is stopped from boarding an aircraft.

These considerations should include, among other things:

  • passenger’s attitude
  • possible triggers of unruly behaviour
  • attempts to solve the problem.

Denying passenger carriage in one instance does not translate to the permanent banning of travel by air of a person.

Instead, it is a way to offer crew members a safe workplace and other passengers’ safe transportation to their destination.

The operator should be clear as to when and under what conditions passengers can board the aircraft after an incident has occurred.

It is essential that operator policies ensure all staff respect a decision to deny boarding to a passenger. Also consider that reversing the decision could compromise the safety of the flight and the occupants of the aircraft.

For more resources and recommendations on denying boarding to passengers, read Cabin Safety Bulletin 2.

Interference with a crew member

You should establish clear procedures on ways to avoid situations where passengers may become unruly or disruptive.

For example, staff should carry out alcohol service reasonably and responsibly given alcohol can have greater effect on people at altitude.

Alcohol is often reported as being one of the leading factors relating to incidents of interference with crew members.

All staff should also be attentive to passengers consuming alcohol in terminal buildings. They should report any concern to the appropriate personnel.

Operators should ensure that all staff responsible for the service of alcohol complete a training program before conducting alcohol service.

Your procedures should include the various types of incidents operational staff may face. These procedures need to provide staff with an understanding of how to apply consistent management strategies during an incident.

For more resources and recommendations on interference with a crew member, read Cabin Safety Bulletin 2.

COVID-19 pandemic causation of unruly and disruptive passengers

COVID-19 continues to challenge operators and flight crew and adds additional stress on passengers.

Many situations can have a negative impact on the mental well-being of staff members and passengers, including:

  • airline operator containment measures
  • the potential risk of infection by others
  • coping with unfamiliar situations in the workplace.

You should anticipate an increase in cases of unruly or disruptive passengers either prior to departure or in-flight with containment measures in place.

For example, a passenger who does not want to sit next to another or accusations of not following the rules.

There is potential for escalating conflict if the situation isn’t managed appropriately. In the worst case, panic could become a serious threat to safety of flight.

Operators should consider the increased likelihood of these elements within their procedures and training. This includes identifying and managing unruly or disruptive passengers who do not comply with essential aviation public health and safety measures.

Crew member training

You need to ensure staff are trained to help in the prevention and management of unruly or disruptive passenger behaviour.

You also need to ensure staff hired from a third-party organisation have the right to perform ground personnel tasks such as gate or check-in duties.

Operators have an obligation to ensure staff receive the required initial and annual training related to unruly or disruptive passengers.

All staff should also understand the roles of each other’s responsibilities during incidents of unruly or disruptive passenger behaviour.

For more resources and recommendations on crew member training, read Cabin Safety Bulletin 2.

Last updated:
8 Dec 2022
Online version available at: https://www.casa.gov.au//operations-safety-and-travel/safety-advice/cabin-safety/disorderly-passengers
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