Unruly passenger

Passenger services · Communication · Blended · Certificate: Aviato Academy

Training information

Length of training:

  • e-Learning beforehand: 45 minutes
  • classroom : 1 day

Language: E-learning in English; Classroom: Dutch, with the possibility for people who speak another language, to ask questions in their mother tongue

Certification: Aviato Academy Certificate

Previous knowledge required: None

Price: € 315 (VAT excluded)

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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.


Airports and aircraft can be stressful environments for passengers and customers. Therefore, all staff who deal with passengers or customers must learn how to deal with aggressive passengers and difficult situations.

That is the objective of this blended learning course, offering a combination of e-learning and interactive classroom training.

We ask participants to complete an e-learning course before attending classroom training.

Besides offering insight, the classroom training will also allow you to engage in role play with a professional actor. They will simulate the situations you might encounter at check-in, at boarding gates, or as a cabin crew member. You will subsequently learn how to apply 3 basic strategies to help you to cope with unruly passengers.

Course content

Module 1:

  • What is and what leads to aggression?
  • Which factors can lead to aggression (triggers)?

Module 2:

  • Recognising non-verbal behaviour and how to react to it, with the priority aim of avoiding conflict (de-escalation).

Module 3:

  • Types of aggression
  • Three strategies to prevent/de-escalate aggression
  • Three levels of ‘disruption’

Module 4:

  • Simulations of real-life cases

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