Presentation by Ifiok Iniekpo
CONTENTS
- Definitions
- Introduction
- Causes
- Consequences
- Mitigation strategies
- Case studies
- Conclusion
- References
DEFINITIONS
Annex 17 to the International Civil Aviation Organization (ICAO) Chicago Convention (Convention on International Civil Aviation Security Safeguarding International Civil Aviation Against Acts of Unlawful Interference) defines a disruptive or Unruly passenger as: “A passenger who fails to respect the rules of conduct at an airport or on board an aircraft or to follow the instructions of the airport staff or crew members and thereby disturbs the good order and discipline at an airport or on board the aircraft.”
ICAO further defines an unruly passenger as “someone who, by action or stated intent, jeopardizes or might jeopardize the safety of the aircraft, persons or property therein or the accepted level of good order and discipline on board.”
The Merriam Webster’s online dictionary defines Unruly with the words ungovernable, intractable, refractory, recalcitrant, willful, headstrong. It goes further to say unruly implies ‘lack of discipline or incapacity for discipline and often connotes waywardness or turbulence of behavior.’
INTRODUCTION
The aviation industry has experienced significant growth in recent years, with the number of air passengers projected to reach 8.2 billion by 2037 (IATA, 2020). However, this growth has also been accompanied by an increase in unruly passenger incidents, which pose significant risks to the safety and security of passengers, crew members, and aircraft. Unruly passenger behavior can range from verbal abuse and intimidation to physical violence and damage to aircraft property. This paper examines the causes and consequences of unruly passenger behavior, as well as mitigation strategies employed by airlines, airports, and regulatory bodies.
CAUSES OF UNRULY PASSENGER BEHAVIOR
Research has identified several factors that contribute to unruly passenger behavior, including:
- Alcohol consumption: Excessive alcohol consumption is a common trigger for unruly behavior (IATA, 2019).
- Stress and frustration: Passengers experiencing stress or frustration due to flight delays, cancellations, or other disruptions may become unruly (ACI, 2018).
- Mental health issues: Passengers with underlying mental health issues may exhibit unruly behavior (WHO, 2019).
- Lack of awareness: Passengers may be unaware of the consequences of their behavior or the rules and regulations governing air travel (IATA, 2019).
CONSEQUENCES OF UNRULY PASSENGER BEHAVIOR
Unruly passenger incidents can have severe consequences, including:
- Diversion of flights: Unruly behavior can lead to flight diversions, resulting in significant delays and financial losses (IATA, 2019).
- Injuries to passengers and crew: Physical altercations can result in injuries to passengers and crew members (ACI, 2018).
- Damage to aircraft property: Unruly passengers may damage aircraft property, including seats, overhead bins, and lavatories (IATA, 2019).
- Financial losses: Unruly passenger incidents can result in significant financial losses for airlines, airports, and passengers (IATA, 2019).
MITIGATION STRATEGIES
Airlines, airports, and regulatory bodies are employing various mitigation strategies to address unruly passenger behavior, including:
- Enhanced passenger screening: Airlines and airports are implementing enhanced passenger screening measures, including behavioral detection and intelligence gathering (ACI, 2018).
- Improved crew training: Airlines are providing crew members with training on conflict resolution, de-escalation techniques, and crisis management (IATA, 2019).
- Increased collaboration with law enforcement: Airlines and airports are collaborating with law enforcement agencies to address unruly passenger incidents (ACI, 2018).
- Strengthening laws and regulations: Regulatory bodies are strengthening laws and regulations to deter unruly behavior, including increased penalties and fines (IATA, 2019).
CASE STUDIES
Number One: Delta Air Lines Flight 2341
On December 28, 2017, Delta Air Lines Flight 2341, an Airbus A320, was operating from New York’s John F. Kennedy International Airport (JFK) to Miami International Airport (MIA). Approximately 30 minutes into the flight, a male passenger became unruly and disruptive, causing a significant disturbance on board.
Incident Details
The passenger, who had been consuming alcohol prior to boarding, became agitated and began yelling at the flight attendants. He refused to follow their instructions, including turning off his electronic devices and returning to his seat. The passenger also attempted to open the emergency exit door, which prompted the flight attendants to restrain him.
Crew Response
The flight attendants followed Delta’s procedures for handling unruly passengers, including:
- De-escalation techniques: They attempted to calm the passenger using verbal de-escalation techniques.
- Restraint: When the passenger’s behavior became more aggressive, they restrained him using approved restraint devices.
- Notification of the flight deck: The flight attendants notified the pilots of the incident, who in turn notified air traffic control.
ATC And Law Enforcement Response
Air traffic control diverted the flight to Fort Lauderdale-Hollywood International Airport (FLL), where law enforcement officers were waiting to apprehend the passenger. The passenger was taken into custody and charged with interfering with a flight crew.
Consequences
The incident resulted in a delay of approximately 2 hours, affecting the travel plans of 157 passengers. The passenger was also banned from flying with Delta Air Lines for life.
Lessons Learned
This incident highlights the importance of:
- Effective crew training: The flight attendants’ training in de-escalation techniques and restraint procedures helped to prevent the situation from escalating further.
- Collaboration with law enforcement: The timely notification of air traffic control and law enforcement enabled a swift response to the incident.
- Passenger education: The incident underscores the need for passengers to be aware of the consequences of unruly behavior on an aircraft.
Case Study Number Two: Ibom Air flight QI-528
This incident happened in Uyo, Nigeria. In early January 2025, an unruly passenger on Ibom Air flight QI-528 from Uyo to Abuja that was scheduled to depart by 1730hrs, caused quite a stir.
Incident Details
The passenger, a woman, became agitated when she realized her bag wasn’t loaded onto the plane, despite being previously informed by the airline during check-in about potential luggage-related challenges, and assured that her luggage would be delivered to her doorstep the next day.
Crew Response
She refused to cooperate with the flight attendants and pilot after they tried reasoning with her. Eventually they offered and tried to accommodate her checked bag in the passenger cabin, but the oversized nature of the luggage made this impossible. Despite their best efforts to reassure her that her luggage will be delivered to her, the situation escalated when the passenger blocked the aisle, insisting that the flight wouldn’t depart without her luggage.
Consequences
- Unfortunately, this impasse lingered and led to the cancellation of the flight, affecting 89 other passengers and their prearranged plans.
- This caused mass hysteria and chaos as other passengers became irate and almost lynched her, save for the swift intervention of VAIA AVSEC officers who swooped in to her rescue and evacuated her from the mob’s reach.
- Ibom Air incurred huge financial losses as the unbudgetted expenses of passenger refreshments, transportations, hotel accommodations, flight disruption and rescheduling was immediately borne by the Airline.
- The passenger was handed over to the police and was later charged to court.
- The Nigerian Civil Aviation Authority (NCAA) stepped in and took over the case, assuring the public that the Unruly passenger will face the full extent of the law, and the case will continue to unfold in court.
- The NCAA further mentioned that protocols for handling unruly passengers would be reviewed ASAP. It was mooted that the response to the situation could have been quicker and more decisive, and that improvements are necessary to prevent such incidents from happening in the future.
- These case studies demonstrate the importance of effective crew training, collaboration with law enforcement, and passenger education in preventing and responding to unruly passenger incidents.
CONCLUSION
Unruly passenger behavior is a growing concern in the aviation industry, posing significant risks to the safety and security of passengers, crew members, and aircraft. To address this issue, airlines, airports, and regulatory bodies must employ a multi-faceted approach, involving enhanced passenger screening, improved crew training, increased collaboration with law enforcement, and strengthening of laws and regulations. By working together, we can reduce the incidence of unruly passenger behavior and ensure a safer and more secure air travel experience for all.
REFERENCES
- ACI (2018). Airport Security Handbook. Airports Council International.
- IATA (2019). Unruly Passengers. International Air Transport Association.
- IATA (2020). 2020 Air Transport Statistics. International Air Transport Association.
- WHO (2019). Mental Health. World Health Organization.
- ICAO Annex 17
- https://businessday.ng/aviation/article/unruly-passenger-charged-to-court-for-disrupting-ibom-air-flight-causing-chaos/
