The Daily Telegraph - Saturday - Travel
The eight ways cabin crew deal with unruly passengers
From handcuffs and Taekwondo to charm, air steward Jay Roberts reveals the tricks of his trade
Air rage is officially on the rise: between 2019 and 2022, the number of unruly passenger incidents on UK airlines trebled according to the Civil Aviation Authority. In February 2024 alone, two brawls erupted on Ryanair flights between Edinburgh and Tenerife
So, what are flight attendants trained to do in these situations – and how can you help? Cabin crew member Jay Roberts, who runs the industry’s social media community, A Fly Guy’s Cabin Crew Lounge, explains.
1 We watch you at the airport
Passenger profiling begins at check-in. Intoxication is the main cause of disruptive inflight behaviour, so ticket counter staff undergo training to identify signs of intoxication. They don’t check in passengers who appear to be under the influence of any substances.
Because of the trend towards online check-in, however, many passengers now bypass this initial point of contact, meaning the boarding gate is the first place where staff have a chance to dentify anyone with the potential to be aggressive. When I worked as an airline gate agent at one of the world’s busiest airports, one of my primary objectives was to prevent problematic passengers from boarding the aircraft. Some pilots and flight attendants also conduct an initial screening of passengers prior to boarding. On one occasion, a pilot denied boarding to a passenger at my boarding gate after witnessing their behaviour towards airport restaurant staff while waiting for a takeaway order.
2 We are trained for the worst
Aviation security training typically fills at least one, if not two, days of the initial training curriculum for cabin crew. New joiners learn the airline’s specific techniques for restraining violent passengers.
Each airline takes a unique approach: some draw inspiration from military tactics developed by government special forces, while others incorporate martial arts. The extent of training provided by an airline often correlates to the duration of its flights, with crew members on long-haul routes receiving more comprehensive training because of the higher number of passengers and the more limited diversion options.
At my training college, a Taekwondo master taught us restraint techniques that he had developed to manipulate pressure points for effective immobilisation with minimal effort and chance of injury. These skills were regularly refreshed and practised under the guidance of a black belt instructor during mandatory annual training sessions.
3 We avoid a fight if possible
Cabin crew remain vigilant throughout the flight, aware that we may need to use our training at a moment’s notice. Before every journey, we participate in a pre-flight briefing to assess any potential threats and discuss and strategise about the methods we will employ should any issues arise.
Typically, alcohol consumption and the behavioural tendencies of different cultures under its influence are the primary threats to a peaceful flight. Passengers on UK routes are infamous for drinking, with destinations such as Manchester and Newcastle proving the most problematic of the lot historically.
To counteract the threat, cabin crew focus on the appropriate serving of alcohol as well as the best non-physical techniques for handling drunken British travellers in order to avoid physical confrontation. As a senior member of staff, I would often use a British crew member to handle British passengers: they always seemed to know what to say to get people to simmer down.
4 We have a plan when punches start to fly
Even with the most effective de-escalation techniques, conflicts still arise. The way that the crew handle these depends on several factors, including the scale of the altercation relative to the number of staff. A small crew may require assistance from other passengers, whereas larger aircraft typically have a larger number of well-trained staff to provide backup and diffuse any altercations.
The primary objective is to separate the conflicting parties so that we can safeguard the wellbeing of all passengers and crew. But we have to consider our own safety, which influences our level of involvement in larger disputes.
Airlines often share the success rates of the techniques they teach us, reinforcing our trust in our training and ensuring that we stick to our procedures. If aggression is directed towards us rather than other passengers (as is usually the case), it is easier to deal with: our focus is on maintaining order rather than engaging in physical altercations.
5 Surprise is our ultimate weapon
In order to maximise the effectiveness of their restraint techniques, airlines don’t tend to share them with the public. Neither do they reveal the kinds of tools used by airline crew.
However, airline staff get plenty of experience when it comes to communication – and they excel at it. Interpersonal skills are the most effective tool crew members can use before resorting to physical force. We are specially trained to use our verbal abilities in specific patterns to diffuse confrontations.
If words fail, we are forced to resort to physical measures. Handcuffs or other types of restraints are commonly available to contain disruptive passengers until the plane lands and law enforcement takes over – but we only use them as a last resort, and will exhaust every other avenue before that.
Even with our procedures and training, sometimes the only option is to use what we have to hand in order to defend ourselves. A couple of years ago, an American Airlines flight attendant fended off a violent passenger with a coffee pot blow to the head during a domestic flight in the United States.
6 We are usually grateful for your help
Since the atrocities of 9/11 [September 11 2001], more passengers seem keen to play a role in resolving disruptive behaviour and, on some airlines, flight attendants are trained to solicit assistance. Other carriers prefer crew to handle incidents themselves, seeking assistance only from passengers who are professionally trained in takedowns, such as police officers or soldiers.
Airlines employing this approach claim it results in fewer injuries and poses less risk of harm to the restrained individual. If you are willing to assist the crew and belong to law enforcement or the military, are certified in martial arts or are a licensed medical professional, you can identify yourself as an ABP (able-bodied passenger).
7 We sometimes need medical support after the event
In the aftermath of the pandemic, reports of abuse and attacks on cabin crew have reached an all-time high. We carry out our duties so as to safeguard the travelling public, but sadly we seem to be bearing the brunt of the public’s diminished patience.
Far too many of us are finishing our flights with cuts and bruises after abuse from passengers. Following a traumatic incident onboard, it is common practice for a responsible airline not only to provide medical care but to reach out to the crew and see if they require additional mental health support before they can be deemed fit to resume their flying duties.
8 We value intel from passengers
They are our eyes and ears in the cabin and play a crucial role in aviation safety. Many potentially hazardous situations have been identified and rectified thanks to passengers alerting flight attendants after observing suspicious behaviour.
Just as you are encouraged to report suspicious items in airports, I would urge passengers to report any aggressive behaviour from fellow passengers towards ground staff or cabin crew. Even seemingly minor infractions (eg, sneaking alcoholic drinks on board) can lead to disruptive behaviour.