Unruly passenger – Protection of physical integrity

Passenger services · Communication · Classroom · Certificate: Aviato Academy

Training information

  • Length of training: 1 day
  • Language: English, Dutch & French
  • Certification: Aviato Academy Certificate
  • Previous knowledge required: None
  • Price: € 220 (VAT excluded)
  • Options: Possibility to have simulations with a professional actor (half a day or 3/4 day) – price on demand
  • Module 1: Unruly passenger – customer-focused handling of verbal aggression

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Target Audience

The training is intended for all staff dealing with passengers or customers who want to learn how to deal more effectively with (potential) conflict situations in the context of aviation security.


When communicative techniques to calm down a verbally aggressive person do not help and the person in question proceeds to physical aggression, it is first and foremost important to get out of the conflict unharmed.

Our ‘Protection of physical integrity’ training therefore teaches your staff to anticipate the violence they may face in an aggressive situation. In particular, they learn to recognise and redirect signals preceding physical aggression to avoid further escalation.

When a physical confrontation is unavoidable anyway, we teach them very simple and efficient techniques to bring themselves to safety.

Important here is that we stay within the legal framework and respond to aggression in a humane way.

As these are very specific skills, our trainers are Krav Maga instructors with years of experience.

Course content

  • When do we speak of physical aggression?
  • Pre-measures to avoid physical aggression.
  • Recognising signs that indicate physical aggression.
  • Introduction to ‘the law of self-defense’.
  • Do’s and Don’ts when threatened or during a physical conflict.
  • Practising simple, effective techniques.

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