UnrulyDisruptive Passengers

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Unruly/Disruptive Passengers
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Unruly/Disruptive Passengers

• Background
• Working Group
• Working Group Recommendations
• Conclusion

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Background
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Background

• Every passenger has a right to be transported
  safely without being subject to threat by other
  passengers
• In the late 1990s, the need for a Working group
  was identified
• In 1998, the  Working Group on Prohibition
  Against Interference with Crew Members was 
  established.

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Working Group
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Members

• Members of the Working Group included
• Transport Canada
• Air Operators
• Labour Groups and Associations
• Police
• Royal Canadian Mounted Police (RCMP)
• Department of Justice
• Human Resources Development Canada
• FAA

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Objectives

• Define instances of abusive and unruly passenger
  behaviour
• Determine the need for a  Zero tolerance 
  policy
• Recommend an effective strategy to reduce
  incidents of interference with crew members

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Working Group Recommendations
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Public Awareness Campaign

• Inform the public to the dangers of interference
  with crew members
• Zero tolerance campaign for interference with
  crew members
• Ticket Stuffers
• Posters

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Regulatory Amendments to Canadian Legislation
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Criminal Code of Canada, Canada Labour Code or
Aeronautics Act

• Ease the initiation of proceedings against unruly
  passengers
• Strengthen the motivation for starting such
  proceedings
• Penalty that can be imposed in response to
  disruptive behaviour on board an aircraft

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Canadian Aviation Regulations (CARs)

• Refusal to transport
• Reporting of incidents (statistics)
• Procedures to prevent and manage incidents of
  interference with crew members
• Contents of Company Operations Manual and Flight
  Attendant manual
• Training

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Refusal to Transport

• An air operator will be able to refuse transport
  to a person if their actions or statements
  indicate that they present a risk to the safety
  of the aircraft, persons or property.

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Refusal to Transport

• Current situation
• Airlines can refuse to board or transport any
  passenger as part of a commercial transaction
• No regulatory requirement

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Refusal to Transport

• What this proposed change will address
• Consistency
• Requirement for procedures
• Prevention in boarding unruly passengers
• Accountability to all staff.

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Reporting of Incidents

• Air operators will have to establish procedures
  to ensure that occurrences of interference with a
  crew member are reported

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Reporting of Incidents

• Current situation
• Voluntary reporting of incidents
• Data not accurate
• No regulatory requirement

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Reporting of Incidents

• What this proposed change will address
• Reporting 4 levels of Interference
• Establishment of reporting procedures
• Submission of data
• Record keeping
• Centralized tracking
• Transport Canada to analyze data

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Procedures to Prevent and Manage Incidents

• Air operators will have to put procedures in
  place to prevent and manage incidents of
  interference with crew members.

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Procedures to Prevent and Manage Incidents

• Current situation
• Air Operators develop own procedures in
  accordance with Advisory Circular
• No regulatory requirement

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Procedures to Prevent and Manage Incidents

• What this proposed change will address
• Definition
• Incorporation of procedures in manuals

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Contents of Company Operations Manual and Flight
Attendant Manual

• Specify procedures in the Air Operators Company
  Operations Manual and Flight Attendant Manual for
  managing unruly passenger incidents.

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Contents of Company Operations Manual and Flight
Attendant Manual

• Current situation
• No regulatory requirement

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Contents of Company Operations Manual and Flight
Attendant Manual

• What this proposed change will address
• Regulatory requirement to document procedures in
  manuals

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Training

• Description of contents of initial and annual
  training to be provided by air operators to
  affected employees on interference with crew
  members.

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Training

• Current situation
• Air Operators develop own training in accordance
  with an Advisory Circular
• No regulatory requirement

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Training

• What this proposed change will address
• Regulatory requirement for training of crew
  members
• Communication of procedures to crew members

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Conclusion
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Conclusion

• Both airline and union representatives are in
  favour of these changes.
• The Zero Tolerance publicity campaign, will help
  educate passengers as to their rights and the
  implications of displaying unruly behaviour.

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Conclusion

• Easier proceedings against Unruly/disruptive
  passengers will hopefully reduce incidences of
  interference with crew members.
• Non-disruptive passengers, as well as crew
  members, will be protected from the distress and
  danger caused by disorderly or riotous conduct on
  the part of other passengers.

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Conclusion

• These changes will be consistent with the
  international response, as led by the
  International Civil Aviation Organization (ICAO),
  to the growing problem of disruptive passengers.

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Cabin Safety Webpage

• http//www.tc.gc.ca/aviation/cs-sc/
• Susan Greene
• Chief, Cabin Safety Standards
• greense_at_tc.gc.ca

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QUESTIONS ?