1. ICAO Cabin Safety Inspectors Course l 22 to 24 April 2008 l ICAO Regional Office l Bangkok, Thailand l Disruptive & Unruly Passengers …the causes and the (hopefully) controls

2. ICAO Cabin Safety Inspectors Course l 22 to 24 April 2008 l ICAO Regional Office l Bangkok, Thailand l Overview Alcohol Stress Altitude Mental health Wider cross-section of society No-smoking Intervention on the ground Group bookings

3. ICAO Cabin Safety Inspectors Course l 22 to 24 April 2008 l ICAO Regional Office l Bangkok, Thailand l A new issue? No 1950 example Douglas DC-3 Cabin crew assaulted Flight crew assisted and restrained passenger Known offender – history of violence and psychotic behaviour

4. ICAO Cabin Safety Inspectors Course l 22 to 24 April 2008 l ICAO Regional Office l Bangkok, Thailand l Legislative Guidance Legislation Overview of legislative controls from a number of member states Adequate? Out of date? Recognition of threat against aircraft & crew? Too restrictive? Threat from within aircraft…Australian example later. Jurisdiction issues? International flying, location of event, country of origin or destination? Pressing charges Company support, foreign legal process for crew, facing passenger in court

5. ICAO Cabin Safety Inspectors Course l 22 to 24 April 2008 l ICAO Regional Office l Bangkok, Thailand l Controls Varying lines of defence Cabin crew…..? LAST line of defence Flight crew…..? Should they EVER leave the flight deck? Location of cuffs, requiring approval from captain to use cuffs Ground crew intervention Security team intervention Passenger intervention Can this really be planned for? Blacklisting known offenders

6. ICAO Cabin Safety Inspectors Course l 22 to 24 April 2008 l ICAO Regional Office l Bangkok, Thailand l Profiling What is profiling? Not aviation specific Behavioural based Effectiveness? Stop it on the ground

7. ICAO Cabin Safety Inspectors Course l 22 to 24 April 2008 l ICAO Regional Office l Bangkok, Thailand l Cabin crew intervention Last line of defence Escalation of intervention controls Verbal negotiation without physical force (verbal judo) Yellow card Use of physical force (e.g. with Defensive Tactics training)

8. ICAO Cabin Safety Inspectors Course l 22 to 24 April 2008 l ICAO Regional Office l Bangkok, Thailand l Yellow card? Final warning Notification of unacceptable behaviour Inform of results of continued unacceptable behaviour (authorities being called, personal details noted) Hand over an official document for passenger to read

9. ICAO Cabin Safety Inspectors Course l 22 to 24 April 2008 l ICAO Regional Office l Bangkok, Thailand l Physical restraint devices Hand cuffs Can be used as a weapon by passenger, cost Plastic ties Easy to use, much lower cost Baton Can be used as a weapon by passenger Too much focus spent on last line of defence? More training at stopping them at the door Feedback from a number of incidents he/she was acting strangely right from the start of the flight

10. ICAO Cabin Safety Inspectors Course l 22 to 24 April 2008 l ICAO Regional Office l Bangkok, Thailand l Emerging Issues Threats from outside aircraft Laser attacks Change of Australian legislation – source of threat Lasers recently banned

11. ICAO Cabin Safety Inspectors Course l 22 to 24 April 2008 l ICAO Regional Office l Bangkok, Thailand l Discussion Discussion of real life events Feedback from participants about potential intervention points and control option (in hind-sight) What can we learn?

12. ICAO Cabin Safety Inspectors Course l 22 to 24 April 2008 l ICAO Regional Office l Bangkok, Thailand l In Summary Not a new issue The threat must be contained before commencement of flight Pressurised metal tube 11 kilometres up in the air…the crew are on their own Cabin crew are the LAST line of defence, not the first & only

13. ICAO Cabin Safety Inspectors Course l 22 to 24 April 2008 l ICAO Regional Office l Bangkok, Thailand l Thank you! Q&AQ&A Questions?