Guidance On Unruly Passenger Prevention and Management

Guidance on Unruly
Passenger Prevention
and Management
This Guidance is not intended to replace or to contradict any current State regulations.
Airlines should always comply with the regulations and requirements of their competent Authority.
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IATA UNRULY PASSENGER PREVENTION AND MANAGEMENT 2
EDITION, JANUARY 2015
Foreword
Unruly passenger behavior on board aircraft continues to be a significant
issue for airlines. Each incident marks an unacceptable inconvenience to
passengers and crew and compromises safety and security.
IATA is working with its member airlines to defend the rights of their
passengers and crew, who are entitled to enjoy their journeys free from
disruptive or other unacceptable behavior. For this reason, we have
developed a comprehensive range of measures to assist airlines with
this issue.
Prevention and management
A key element of our work has been to draw up this comprehensive Guidance on Unruly Passenger
Prevention and Management. Created with expert input from the Cabin Operations Safety Task Force
and the Security Group, this expanded second edition of the Guidance provides airlines with the
information and tools necessary to develop or enhance policies and procedures. The aim is to prevent
these incidents from happening in the first place and to manage them effectively when they do occur.
While there is no one-size-fits-all approach to preventing and managing unruly passengers,
I encourage you to draw inspiration from the operational solutions and industry best practices that are
presented in this Guidance. And, please provide us with your feedback to help us continue to improve
this publication.
Deterrent
IATA, with your help, has also been working on other aspects, including strengthening international law
so that it acts as an effective deterrent to unruly behavior. Five years of intense work by the industry
paid dividends in April 2014 when a Diplomatic Conference convened by the International Civil Aviation
Organization (ICAO) adopted the Montreal Protocol 2014 to amend the Tokyo Convention 1963. The key
changes are explained in Chapter 2.
Finally, at the 70th IATA Annual General Meeting in June 2014, IATAs member airlines unanimously
endorsed a set of core principles for dealing with unruly passengers (see Appendix J). These set out a
balanced approach to tackling the issue, highlighting the need for governments, airlines and the wider
industry to work together. Taken together with the core principles, the Guidance should be an
invaluable tool for mitigating unruly passenger behavior and ensuring that flying remains a safe, secure,
and pleasurable experience for all.
Tony Tyler
Director General and CEO
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TABLE of CONTENTS
COPYRIGHT INFORMATION ................................................................................................................................ 2
FOREWORD .................................................................................................................................................... 3
0.0 ABBREVIATIONS AND GLOSSARY OF TERMS .................................................................................................... 6
1.0 INTRODUCTION ................................................................................................................................................ 7
1.1 UNRULY PASSENGER PREVENTION AND MANAGEMENT ..................................................................................... 7
2.0 BACKGROUND................................................................................................................................................ 10
2.1 OFFENCES AND OTHER ACTS COMMITTED ON BOARD AIRCRAFT ......................................................................... 10
2.2 DEFINITION OF UNRULY AND DISRUPTIVE PASSENGER ..................................................................................... 13
3.0 PREVENTING AND MANAGING UNRULY BEHAVIOR ....................................................................................... 14
3.1 SAFETY RISK MANAGEMENT ...................................................................................................................... 14
3.2 ESTABLISHMENT OF STANDARD OPERATING PROCEDURES................................................................................ 15
3.3 COMPANY POLICY .................................................................................................................................... 15
3.3.1 Management Support.................................................................................................................. 15
3.3.2 Creating a Policy .......................................................................................................................... 16
3.3.3 Communication of Policy ............................................................................................................. 17
3.4 PREVENTION ........................................................................................................................................... 17
3.4.1 Incident Motivators and Triggers................................................................................................. 18
3.4.2 Preventive Measures ................................................................................................................... 21
3.4.3 Training and Awareness............................................................................................................... 21
3.4.4 Procedural Guidance ................................................................................................................... 24
4.0 LEVELS OF THREAT ......................................................................................................................................... 28
4.1 EXAMPLES OF LEVELS OF THREAT AND CORRESPONDING CREW ACTIONS .............................................................. 28
4.2 WARNING .............................................................................................................................................. 33
4.3 RESTRAINING DEVICES .............................................................................................................................. 33
5.0 LEGAL ASPECTS .............................................................................................................................................. 35
5.1 LEGAL DISTINCTION BETWEEN TYPES OF OFFENCES .......................................................................................... 35
5.2 POLICE INVOLVEMENT............................................................................................................................... 36
5.3 THE ROLE OF THE PILOT-IN-COMMAND........................................................................................................ 37
5.4 MANDATORY REPORTING AND REQUIRED DOCUMENTATION FOR PROSECUTION .................................................. 37
5.5 POST-INCIDENT RESPONSE PROGRAM .......................................................................................................... 39
6.0 CONCLUSION.................................................................................................................................................. 40
APPENDIX A SAMPLE AIRLINE VIOLATION WARNING ....................................................................................... 41
APPENDIX B SAMPLE NOTIFICATION WARNING CARD ..................................................................................... 42
APPENDIX C SAMPLE UNRULY PASSENGER INCIDENT REPORT ........................................................................... 43
APPENDIX D SAMPLE BRIEFING TO AUTHORITIES CARDS .................................................................................. 47
APPENDIX E IATA RESOLUTION 798A.......................................................................................................... 49
APPENDIX F IATA OPERATIONAL SAFETY AUDIT (IOSA) STANDARDS MANUAL.................................................... 50
APPENDIX G ICAO MODEL LEGISLATION ON CERTAIN OFFENCES COMMITTED ON BOARD CIVIL AIRCRAFT ................ 54
APPENDIX H TOKYO CONVENTION 1963 ...................................................................................................... 56
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APPENDIX I MONTREAL PROTOCOL 2014 ..................................................................................................... 61
APPENDIX J IATA AGM RESOLUTION ON UNRULY PASSENGERS ....................................................................... 66
APPENDIX K SAMPLE PASSENGER AWARENESS LEAFLET ................................................................................... 68
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0.0 ABBREVIATIONS AND GLOSSARY OF TERMS

ABP
Able Bodied Person
ALARP
As Low As Reasonably Practicable
ATC
Air Traffic Control
CC
Cabin Crew
ICAO
International Civil Aviation Organization
IFE
In-flight Entertainment
IOSA
IATA Operational Safety Audit
ISARP
IOSA Standards and Recommended Practices
MOU
Memorandum of Understanding
NAA
National Aviation Authority
PA
Passenger Address
PIC
Pilot-in-Command
PNR
Passenger Name Record
SARPS
Standards and Recommended Practices
SCCM
Senior Cabin Crew Member
SOP
Standard Operating Procedures
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1.0 INTRODUCTION
1.1 Unruly Passenger Prevention and Management
Unruly and disruptive passenger events continue to be a real challenge and ongoing concern for airlines
worldwide. This 2nd Edition of the Guidance on Unruly Passenger Prevention and Management has been
updated for the purpose of supporting IATA Member airlines to prevent, identify, defuse and manage
unruly passenger behavior.
This Guidance also provides analysis including a compilation of significant risk factors and
recommendations. This compilation includes a comprehensive set of appendices to assist in the
prevention and management of such events.
This publication is designed to help safety officers, training instructors and airline security managers:
Evaluate Safety and/or Security Risks;

Develop a Zero Tolerance Unruly Passenger policy;
Develop Unruly Passenger Prevention and Management procedures;
Re-evaluate and possibly amend current operator SOPs (if applicable);
Develop strategies to prevent unruly passenger incidents and the resulting impacts.
The IATA Passenger Services Conference Resolutions Manual currently includes Recommended Practice
1798a Handling Disruptive/Unruly Passengers, which calls for the creation of a policy that addresses
prevention, training, periodic re-training, handling problem passengers, categorizing of incidents,
reporting of incidents, the Captain's responsibility, prosecutions, communication, and procedures to be
followed for: boarding, inflight, underage passenger issues (e.g. alcohol service) and alcohol/smoking
situations. Since October 2014, the Recommended Practice 1798a has been upgraded to the IATA
Resolution 798a (see Appendix E). This upgrade will be reflected in the June 2015 update of the IATA
Passenger Services Conference Manual.
Resolution 798a refers to a separately published document that contains additional guidance and
samples. The IATA Guidance on Unruly Passenger Prevention and Management 2nd Edition contains this
additional guidance including, but not limited to: guidance for policy creation, categorization of
incidents, sample passenger warnings and sample incident reporting documents. See Appendix K for a
Sample Passenger Awareness Leaflet.
In addition, requirements pertaining to unruly and disruptive passengers are contained in the IATA
Operational Safety Audit (IOSA) Standards and Recommended Practices (ISARPs) (see Appendix F).
The IATA Guidance on Unruly Passenger Prevention and Management provides examples, suggestions,
and acceptable, but not the only, means of demonstrating compliance with various State regulations,
the ISARPs and Resolution 798a. Requirements may be different in your State of Operation; please
consult your national civil aviation authority (NAA) and your airlines Corporate Security Department.
This guidance is not intended to replace or to contradict any current State regulations. All operators
should comply with the regulations and requirements of their competent Authority.
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From arrival at the airport to the passenger cabin

Safety in the air begins on the ground, and unruly passenger incidents are best managed in a preventive
manner by keeping a passenger displaying unruly behavior on the ground and off the aircraft. Strategies
to reduce unruly passenger events revolve around robust SOPs. The strategies in this Guidance would be
most effective with an approach that is applied from the arrival at the airport all the way to the
passenger cabin.
Cabin crew are in a unique position when it comes to dealing with the unruly passenger problems, as
they are not able to escape the situation or to call authorities for assistance on board during flight.
Therefore, this document stresses the importance of prevention to best mitigate in-flight unruly
passenger events. Any collective solution should include governments and standardization of threat
levels and responses. A coordinated approach by the aviation industry would result in significant
improvements to the problem of unruly passengers. It is incumbent on all of us within the aviation
industry to realize that unruly passengers are a very real and serious safety and security issue, and for all
of us to closely monitor and report any factors that may result in or provoke this unacceptable behavior
of passengers while in flight.
Incidents are occurring regularly, on all airlines and in every cabin class. In-flight, unruly passenger
events can result in aircraft diversion. Because they require unplanned landings, these diversions are
costly and create additional safety risks. The following example illustrates the problem:
Two premium class passengers boarded a flight and were observed by other passengers as
being heavily intoxicated. During flight, the two continued to drink, passed out, and woke up
to continue consuming alcohol and yelling at one another.
One became increasingly rowdy and abusive and at one point started shouting that he
would harm other passengers upon deplaning. A cabin crew member observed one of the
two passengers at one point lying belly-down in the aisle and kicking the floor. The other
assaulted a cabin crew member and threatened to punch another.
The crew initiated a "lockdown situation" and no passengers were permitted to leave their
seats. The cabin crew members handcuffed the two unruly passengers with restraints.
The aircraft diverted to the nearest airport. During the final minutes of the flight, several
cabin crew members and assisting passengers restrained the two men. The aircraft was met
by authorities upon arrival and the two passengers were taken into police custody. The cost
of the diversion was estimated at $200,000 US dollars and the flight was delayed for several
hours.
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Towards more safety and less cost

IATA seeks to continuously contribute to the reduction of incidents and accidents, and the costs
associated with ensuring the safe operation of commercial aircraft. In addition to an unruly events
financial impact, it may negatively impact the airlines public image if reported by the media. Another
significant factor to consider is the resulting trauma to witnesses, including other passengers and crew.
Despite the complexity of the issue, there are practical steps that an airline can take to prevent and
manage unruly passenger incidents which could contribute to increased safety and cost reduction.
Acknowledgements
IATA wishes to thank the Members of the IATA Cabin Operations Safety Task Force (COSTF), the IATA
Security Work Group (SEG), the IATA Flight Operation Work Group (FOG), and the Canadian Air
Transport Security Authority (CATSA) for their contribution to the development of the IATA Guidance on
Unruly Passenger Prevention and Management 2nd Edition.
Resources
The IATA Security Manual contains valuable information which is intended to provide airline personnel
at the Headquarter, operational, or local level, with security reference material, guidelines and
information needed to carry out their airline security duties. The IATA Security Manual deals with many
aspects of general airline security, while the ICAO Security Manual contains specific guidance material
for States on preventing, and responding to, acts of unlawful interference.
To order the IATA Security Manual: www.iata.org/security-manual or contact
[email protected]
For information on the IATA Course on Unruly Passenger Prevention and Response for Crew, offered
by the IATA Training and Development Institute (ITDI): www.iata.org/training-unruly-pax
To order related documents by the International Civil Aviation Organization (ICAO) via their online
store: www.icao.int
To reference the IATA Operational Safety Audit (IOSA) Manual: www.iata.org/iosa
To order the IATA Passenger Service Conference Resolutions Manual: www.iata.org/paxresolutions
For further information, or to comment of this guidance material, please contact: [email protected]
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2.0 BACKGROUND
2.1 Offences and other acts committed on board aircraft
The Convention on Offences and Certain Other Acts Committed on Board Aircraft more commonly known
as the Tokyo Convention of 1963 (The Convention, see Appendix H) makes it unlawful to commit acts
which, whether or not they are offences [against the penal law of a State], may or do jeopardize the
safety of the aircraft or of persons or property therein or which jeopardize good order and discipline on
board.
The Convention gives the State of aircraft registration jurisdiction over offenses and other acts that
occur whilst the aircraft is in flight. It also vests authority in the Pilot-in-Command (PIC) to disembark or
deliver a person to law enforcement. Furthermore, article 10 of the Convention is of specific interest to
flight crew and cabin crew members because it grants them immunity from subsequent legal
proceedings for actions taken against a perpetrator:
For actions taken in accordance with this Convention, neither the aircraft commander, any
other member of the crew, any passenger, the owner or the operator of the aircraft, nor the
person on whose behalf the flight was performed shall be held responsible in any proceeding
on account of the treatment undergone by the person against whom the actions were
taken.
In 2009, the increase in unruly passenger incidents led the International Civil Aviation Organization
(ICAO) to undertake a detailed review of the Convention. The purpose was to ensure that States have
sufficient legal powers to pursue offenders, thereby acting as a deterrent. A detailed and lengthy review
process culminated in a Diplomatic Conference that was held from 26 March to 4 April 2014. This
adopted the Protocol to amend the Convention on Offences and Certain other Acts Committed on board
Aircraft. Also known as the Montreal Protocol 2014 (MP14, see Appendix I), it amends the Convention
in a number of important ways.
Firstly, it extends mandatory jurisdiction to also include the State of intended landing and the State of
operator. Where the aircraft diverts to a third State, that State has the competence to exercise
jurisdiction. These important changes should help to close some of the jurisdictional gaps that allow
many unruly passengers to avoid facing criminal, administrative or other legal sanctions for their
misconduct.
Secondly, MP14 clarifies certain behaviors which should be considered, at a minimum, as an offense and
encourages States to take appropriate criminal or other legal proceedings. These include physical assault
or a threat to commit such assault against a crew member and refusal to follow a lawful instruction
given by or on behalf of the aircraft Commander (for safety purposes). The elaboration of the types of
conduct prohibited will improve certainty for passengers, law enforcement authorities and airlines.
Thirdly, MP14 redefines inflight, bringing the scope of the Convention in line with other international
air law instruments such as the Montreal Convention 1999. This gives greater certainty to carriers.
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Finally, MP14 recognizes that airlines may have a right to seek compensation for costs incurred as a
result of unruly passenger behavior. Airlines usually have to bear the costs incurred as a result of unruly
passenger incidents. Where this involves diversions to disembark an unruly passenger, the cost can be
substantial, in some instances over US$200,000. The presence of this clause should have strong
deterrent value.
MP14 needs to be ratified by 22 States before it enters into force. IATA has launched an advocacy
campaign targeting regulators and governments to promote the urgent ratification of MP14. For more
information and resources regarding MP14, please visit www.iata.org/policy.
In addition, IATA members unanimously adopted a set of core principles on unruly passengers in June
2014 during the 70th Annual General Meeting in Doha (see Appendix J). The principles call upon States to
ratify MP14, and for governments and airlines to raise awareness of the consequences of unruly
behavior. Furthermore, they call for airlines to ensure that they have corporate policies and appropriate
training programs for cabin crew and ground staff to enable them to prevent or manage disruptive
passenger behavior, including at check-in, during security search, and at the gate. Finally, airports and
airport concessionaires such as bars and restaurants are urged to implement procedures that could help
prevent unruly behavior on flights.
Other documentation regarding offences and other acts committed on board aircraft includes ICAO Doc.
8973 (The Security Manual for Safeguarding Civil Aviation Against Acts of Unlawful Interference) which
assists Contracting States in implementing Annex 17 to the Chicago Convention by providing guidance
on the application of the Standards and Recommended Practices (SARPs) found in the Annex. This
document describes three major types of unlawful interference relevant to cabin crew: unruly
passengers, hijackings and bomb threats.
Further ICAO documentation includes ICAO Circular 288 Guidance Material on the Legal Aspects of
Unruly/Disruptive Passengers, which contains model legislation for States (see Appendix G). This draft
model legislation includes three Sections of unruly and disruptive passenger offences committed on
board civil aircraft:
Section 1: Assault and Other Acts of Interference against a Crew Member on Board a Civil Aircraft
Any person who commits on board a civil aircraft any of the following acts thereby commits an offence:
(1) assault, intimidation or threat, whether physical or verbal, against a crew member if such act
interferes with the performance of the duties of the crew member or lessens the ability of the
crew member to perform those duties;
(2) refusal to follow a lawful instruction given by the aircraft commander, or on behalf of the
aircraft commander by a crew member, for the purpose of ensuring the safety of the aircraft or
of any person or property on board or for the purpose of maintaining good order and discipline
on board.
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Section 2: Assault and Other Acts Endangering Safety or Jeopardizing Good Order and Discipline on
Board a Civil Aircraft
(1) Any person who commits on board a civil aircraft an act of physical violence against a person or
of sexual assault or child molestation thereby commits an offence.
(2) Any person who commits on board a civil aircraft any of the following acts thereby commits an
offence if such act is likely to endanger the safety of the aircraft or of any person on board or if
such act jeopardizes the good order and discipline on board the aircraft:
(a) assault, intimidation or threat, whether physical or verbal, against another person;
(b) intentionally causing damage to, or destruction of, property;
(c) consuming alcoholic beverages or drugs resulting in intoxication.
Section 3: Other Offences Committed on Board a Civil Aircraft
(1) smoking in a lavatory, or smoking elsewhere in a manner likely to endanger the safety of the
aircraft;
(2) tampering with a smoke detector or any other safety-related device on board the aircraft;
(3) operating a portable electronic device when such act is prohibited.
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2.2 Definition of Unruly and Disruptive Passenger

The term unruly or disruptive refers to passengers who fail to respect the rules of conduct on board
aircraft or to follow the instructions of crew members, thereby disturbing good order and discipline on
board and compromising safety.
ICAO Annex 17 to the Convention on International Civil Aviation 1944 (the Chicago Convention),
Security - Safeguarding International Civil Aviation against Acts of Unlawful Interference (March 2011),
defines a disruptive passenger as:
A passenger who fails to respect the rules of conduct at an airport or on board an aircraft or
to follow the instructions of the airport staff or crew members and thereby disturbs the
good order and discipline at an airport or on board the aircraft.1
IATA has established the following non-exhaustive list of examples of unruly and disruptive behaviors on
board:
Illegal consumption of narcotics;

Refusal to comply with safety instructions (examples include not following cabin crew
requests, e.g., instructions to fasten a seat belt, not to smoke, turn off a portable electronic
device or disrupting the safety announcements);
Verbal confrontation with crew members or other passengers;
Physical confrontation with crew members or other passengers;
Uncooperative passenger (examples include interfering with the crews duties, refusing to
follow instructions to board or leave the aircraft);
Making threats (includes all types of threats, whether directed against a person, e.g., threat
to injure someone, or intended to cause confusion and chaos, such as statements referring to
a bomb threat, or simply any threatening behavior that could affect the safety of the crew,
passengers and aircraft);
Sexual abuse/harassment; and
Other type of riotous behavior (examples include: screaming, annoying behavior, kicking and
banging heads on seat backs/tray tables).
An unruly passenger is further defined in ICAO Restricted Doc 8973 (Aviation Security Manual).
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3.0 PREVENTING AND MANAGING UNRULY BEHAVIOR

3.1 Safety Risk Management
When formulating a safety-related policy and standard operating procedures (SOPs), hazards and
consequences should be considered.
HAZARD: a condition, object or activity with the potential of causing injuries to personnel, damage to
equipment/structures or loss of material, or the reduction of ability to perform a prescribed function.
CONSEQUENCES: the potential outcome(s) of the hazard.
The table below is a non-exhaustive list of hazards and consequences that could be considered in the
context of unruly behaviour:
Hazards
Consequences
Inadequate or non-adherence to SOPs

Passenger service culture (boarding of
passenger despite observed or suspected
on-ground unruly passenger behavior)
Insufficient cabin crew for expected service
levels
Passenger non-compliance with crew
instructions
Personality clashes between crew and
passengers
Unexpected psychotic or mental health
episode
Continuation of alcohol service
Distracting cabin crew from safety related

duties
Trauma to passengers and crew
Smoking/Fire in a lavatory
Tampered lavatory smoke detector not
activating during smoke/fire in lavatory
Tampered security seals causing delays
Injuries to passengers and cabin crew
Trauma resulting in crew member illness or
absenteeism
Diversions and delays
Image/Media interest
Negative publicity
Legal proceedings
There is no such thing as absolute safety. In aviation, it is simply not possible to eliminate all risks.
However, risks can be managed to a level as low as reasonably practicable (ALARP).
Risk mitigation can be measured and balanced against time, cost, and the difficulty of taking measures
to reduce or eliminate the risk. Effective risk management seeks to maximize the benefits of accepting a
risk (e.g. a reduction in time and/or cost) while minimizing the risk itself.
SAFETY RISK MANAGEMENT: The identification, analysis and elimination (or mitigation to an acceptable
or tolerable level) of those hazards. It is a data-driven approach to safety resources allocation, and
therefore easier to defend and explain. It aims at balanced allocation of resources to address all risks
and viable risk control and mitigation.
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MITIGATION: Measures to address the potential hazard or reduce the safety risk probability or severity
of the hazards consequences.
RISK CONTROL STRATEGIES:
Avoidance Operation or activity is cancelled because the risks exceed the benefits of
continuing the operation or activity;
Reduction Frequency of operation or activity is reduced, or action is taken to reduce
magnitude of consequences of accepted risks;
Segregation of exposure Action is taken to isolate effects of consequences of hazard or
build-in redundancy to protect against it.
For more information on safety management, please consult the IATA Safety Management Manual and
the ICAO Safety Management Manual Doc 9859.
3.2 Establishment of Standard Operating Procedures

To effectively prevent and manage unruly passenger incidents, SOPs could include the following:
Zero Tolerance Unruly Passenger policy;

Conditions of carriage;
Alcohol policy/No-smoking policy;
Definition of unlawful interference (in line with State and/or international civil aviation
regulations);
Definition of unruly passenger;
Standardized definition of threat levels;
Cabin crew, flight crew and ground staff duties;
Procedures for unruly passenger prevention;
Procedures for unruly passenger management;
Communication and coordination;
Prevention strategies;
Post-incident actions.
3.3 Company Policy

3.3.1 Management Support
Passengers who behave in an unruly and disruptive manner on board an aircraft in flight are an ongoing
concern to the airline industry. The disruption of the good order of a flight may impact the well-being of
passengers, interfere with crew performance and/or threaten the safety of a flight. One way to curb
such behavior is for airlines to develop a preventive strategy based on: increased awareness of
passengers and among all employees of how the airline will respond to disruptive acts, the
implementation of a Zero Tolerance policy and the type of response and consequences to unruly
behavior. Airlines should have a definitive company policy for dealing with unruly passengers that is
robust and fully endorsed by senior management. Nevertheless, it is important that a distinction be
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made between unruly and disruptive behavior that ultimately threatens customer and employee safety
and security, and merely rude behavior.
3.3.2 Creating a Policy

The airline could identify one clear internal point of contact who would take ownership of the unruly
passenger issues and reports directly to executive management on these matters. This clear point of
contact would:
Determine responsibility, agree upon the coordination and communication process and
identify departments within the carrier to be involved in the creation of the policy;
Establish a transparent and straightforward mechanism to ensure that incidents are reported
and well documented;
Establish a committee to review incidents and determine penalties;
Maintain an incident database in order to identify trends (number and types of incidents)
over time;
Develop policies that establish appropriate actions against the passenger in question, as well
as circumstances that demand such action.
Policies may include provisions:
Encouraging ground staff to detect and report unruly passenger behavior at check-in, in the
lounges, and at the boarding gate in order to prevent such passengers from boarding;
Keeping gate staff, cabin crew and flight crew aware of potentially unruly passengers;
Recommending to pay particular attention to large groups of travelers and procedures to
monitor group travel;
Providing necessary awareness, training or procedures to identify potentially unruly behavior
and intervene when unruly behavior occurs;
Empowering cabin crew and ground staff to take reasonable steps to prevent unruly and
intoxicated behavior and, when it occurs, to deal with it as effectively as practicable;
Supporting crew members and ground staff taking such action;
Encouraging the police/local authorities to prosecute unruly passengers in appropriate cases,
especially when there has been an assault or threats to staff or passengers;
Outlining company policy regarding crew members and ground staff who are required to give
witness statements to the police after an incident or appear in court proceedings when
passengers are prosecuted;
Providing appropriate training to cabin crew and ground staff in dealing with conflict and its
aftermath.
The policy may also address issues of:
Prevention;
Training and periodic re-training;
Handling of problematic passengers;
Categorizing of incidents;
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Pilot-in-Command responsibilities;
Prosecution;
Communication.
The policy may also include procedures to be followed:
During check-in, boarding, disembarkation or transfer;

For underage passenger issues (e.g. alcohol service);
For alcohol/smoking situations;
In cases of physical and verbal assault;
In cases of harassment;
In the event of the situation de-escalating;
For cooperating with authorities.
3.3.3 Communication of Policy

It is recommended that the company policy be communicated throughout the organization and
especially to all employees that are in direct contact with passengers, both on the ground and on the
aircraft.
The organizations internal communication of unruly passenger incidents and the airlines response may
reassure employees that they are supported by Management on the issue and will likely encourage
employees to follow reporting procedures. Where appropriate, or in accordance with local laws,
providing feedback on the status of the prosecution on an incident to the involved employees is
recommended, particularly in physically violent situations.
A general communication campaign may be created and implemented to inform employees about the
existence of the company policy, as well as a specific communication program to inform all ground staff,
cabin crew and flight crew of:
Why the company has created the policy;

What the company policy consists of;
What the organization expects of all employees (e.g. inform employees of what actions they
are empowered to perform and ensure that ground staff identify potential problems and
communicate them effectively to cabin crew and flight crew);
Physical dangers, particularly the need for preventive measures and safety-mindedness;
The companys full support to all employees in carrying out their duties to ensure safe flight
operation.
3.4 Prevention
Prevention is the most effective mitigation measure to unruly passenger incidents and could be
promoted as the responsibility of employees throughout the entire organization. The organization could
promote this as part of their safety culture by involving employees in the prevention of unruly passenger
incidents. Preventing unruly behavior and its escalation would be recommended as the focus of an
airlines approach.
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Often unruly behavior is not the result of a single event but rather the effect of a series of events that
build up. Early signs of potential unruly behavior can frequently be observed. The focus of the company
policy should be on acting on these early signs rather than dealing exclusively with escalated events. In
addition, many incidents are related to alcohol consumption, and cabin crew could be reminded to keep
this in mind when providing service to passengers so as to take a responsible approach to the serving of
alcohol.
In cases where an act of unruly behavior occurs while the aircraft is on the ground, it is best that an
unruly passenger is dealt with on the ground where control of the intervention process can be given to
the appropriate authorities if necessary and the assistance of security and/or the authorities is readily
available.
3.4.1 Incident Motivators and Triggers

A number of possible causes for unruly and disruptive passenger behavior in flight have been identified:
Intoxication (e.g. through alcohol, narcotics, or medications). It should be noted that in many
cases the ingestion and consequent influence of alcohol, narcotics and/or medication starts
before the passenger boarded the aircraft;
Irritation with other passengers' actions on-board (e.g. kicking in seats, sharing the armrest,
blocking seats from reclining) or hygiene;
Frustration linked with passengers journey; long haul flights, inability to smoke, restrictions
related to the use of portable electronic devices, dissatisfaction with customer service and
service delivery (e.g. too slow, too long, meals, inoperative equipment: IFE, lavatories, chair
tables, seats);
Mental breakdowns/episodes (e.g. acute anxiety, panic disorder or phobias);
Mental conditions (e.g. psychosis, dementia or other mental health related disorders);
Personality differences amongst passengers or between crew members and passengers;
Emotional triggers originating outside the flight (e.g. loss of a job);
Lack of medication or alcohol withdrawal symptoms.
Keep in mind that a passenger may also be subject to some form of dramatic reaction to unfamiliar
surroundings that may generate an act of aggression. Environmental factors that surround the act of
flying, such as large crowds at airports, having to sit and travel in a confined space, fear of flying or
height and media reports of possible terrorist events can also contribute to passenger anxiety. The
effects of phobia often decrease once the person leaves the aircrafts closed quarter environment that
caused the reaction. A mental breakdown and/or illness can also be exasperated by the stress of air
travel and the enclosed aircraft cabin.
3.4.1.1 Alcohol Policy

Offering superior customer service and ensuring passenger satisfaction are common goals of airlines.
Serving alcoholic beverages to passengers is a practice that has occurred for many years and will likely
continue well into the future. However, there is a distinction between consuming alcohol for pleasure
and becoming intoxicated as a result of consuming alcohol. An intoxicated passenger can become a
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danger to themselves and others on board the aircraft. In the event of an abnormal or emergency
situation, the intoxicated passenger would likely be less able to comprehend, cooperate, respond, follow
instructions or evacuate the aircraft.
Tolerating intoxicated passenger behavior at or in the check-in counter, terminal building, lounges, the
gate and on board the aircraft can undermine the airlines goal to offer safe, secure and superior
passenger service to all passengers on board, as well as the goal of a safe work environment for crew
members.
Airlines should authorize their ground staff and crew members to deny boarding to passengers where
there are reasonable grounds to believe that their faculties are impaired by alcohol to an extent that will
present a hazard to the aircraft, to persons on board (crew or passengers) or to the passengers
themselves.
Service of alcoholic beverages should be carried out in a reasonable and safe manner. This could include
tactfully refusing to (further) serve a passenger alcohol. Passengers should not be permitted to drink
alcohol unless served by the cabin crew and it is important that the cabin crew be attentive to
identifying passengers that might be consuming their own alcohol. The company could have a policy
which permits the cabin crew to confiscate the passengers own alcohol if they are consuming it on
board. For example, some airlines, at the discretion of the SCCM, remove private alcohol for safe
custody. The alcohol could then be returned on arrival when the passenger leaves the aircraft. On
specific routes with increased statistics of unruly passenger incidents, some airlines implement alcohol
sales rather than free service as an attempt to mitigate these incidents.
The company may also consider having a written policy that supports all employees in the enforcement
of their specific Alcohol Policy. Some IATA Member airlines require cabin crew to attain Responsible
Service of Alcohol (RSA) statements upon hiring (Australia). Other IATA Member airlines simply use the
National Restaurants Association (USA) Traffic Light system to recognize and manage possible
intoxication. Observations of the passengers behavior can then be classified as green, yellow, or red
behavior.
Green Behaviors:
Sociable
Relaxed
Comfortable
Happy
Yellow Behaviors:
Reduced inhibitions
Impaired judgment
Talking or laughing louder
than normal
Being overly friendly
Arguing or baiting
Increased use of foul language
Increasing alcohol
consumption
Careless with money
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Red Behaviors:
Moving in slow motion
Slow to respond to questions
Glassy-eyed
Losing train of thought
Making irrational statements
Spilling drinks
Walking awkwardly
Stumbling or falling down
Unable to sit up straight
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Notwithstanding the above behavior indicators, it is important to distinguish behavior that may simply
be a persons personality trait (e.g. talking or laughing louder) from behavior that might be a result of
cultural background rather than unruly behavior. It is recommended that the company adopt a method
for handling disruptive and unruly passengers in a manner that is sensitive to issues of culture and
custom.
Furthermore, a concerned, upset or rude customer is best handled using conflict management
techniques to defuse and to avoid escalation of the situation.
3.4.1.2 Traffic Light Procedures

The Traffic Light Procedures encourage the serving of passengers responsibly by observing their
behaviors. It is recommended to offer food in order to slow a passengers transition from Green to
Yellow behaviors.
If a passenger displays yellow behaviors, it is recommended to:
Notify the SCCM and the flight crew;

Not allow the passenger to transition to Red behaviors;
Delay requests for alcohol by offering food and water with drinks;
As applicable to the situation, stop serving alcohol to the passenger.
If a passenger displays red behaviors, it is recommended to:
Notify the SCCM and flight crew that a passenger appears to be intoxicated;
Stop serving alcohol to the passenger;
Advise all cabin crew not to serve alcohol to the passenger;
Inform passenger that the crew will not be serving further alcohol;
Consider medical attention. Certain medical conditions may cause similar symptoms to those
caused by intoxication;
Consider declaring an appropriate threat level (as required);
Complete and submit required reports.
When dealing with a passenger who appears to be intoxicated, it is recommended to be tactful and as
discreet as possible. It is important to notify the SCCM and flight crew if a passenger appears to be
intoxicated or drinks from their own supply of alcohol. If the passenger refuses to comply with crew
member requests, the cabin crew should follow their company procedures. Examples are included in
Section 4.1 on page 28.
3.4.1.3 No-Smoking Policy

Passengers should be informed and receive instruction on all restrictions pertaining to on board smoking
including when, where, and under what conditions smoking is prohibited. In addition, the company
should inform them that their compliance with the No Smoking ordinance signs and/or placards and
instructions from the crew is desired at all times. Passengers should also be advised that lavatories are
fitted with smoke detectors to ensure the no-smoking policy, and that tampering with a smoke detector
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is a serious offence that may lead to prosecution by the airline.
3.4.2 Preventive Measures

Internally, the airline may consider:
Providing employees with a clear written policy on how to deal with unruly behavior,
especially in early stages;
Ensuring a smooth operation: diffusing the frustration that occurs over long waiting lines, the
flight being overbooked, delays, lack of information, technical deficiencies;
Providing training for frontline employees (ground staff, cabin crew, flight crew) to learn how
to recognize the early signs of potentially unruly behavior to ensure that those who are in
direct contact with passengers have acquired necessary verbal and de-escalation skills to
handle these types of situations;
Imparting enhanced customer service skills to frontline staff which would help them manage
rude and aggressive passengers and thus defuse a volatile situation;
Ensuring that employees understand the importance of informing other operational areas of
the situation in order to enable them to help deal with the unruly passenger effectively;
Maintaining accurate and updated reports and statistics on incidents that occur to continually
monitor types of incidents, trends and, if required, training needs.
An important preventive measure is communication. It is vital for all employees to be aware to never
simply pass the passenger onwards without identifying to colleagues that the passenger is showing
signs of potentially problematic behavior.
3.4.3 Training and Awareness

Ground staff and passenger services staff are often the first to notice a potentially disruptive passenger.
Their procedures and/or training should endeavor to ensure that minor complaints do not escalate into
major incidents. On those occasions when tact, reassurance and interpersonal skills fail to resolve an
incident, it is vital that the staff have guidance to identify and handle these behaviors. All front line staff
should have guidelines from the airline to follow the appropriate procedures to protect themselves,
their colleagues and passengers.
In order to cope effectively when confronted with disruptive situations, it is suggested that front-line
staff:
Have clearly-defined procedures in the company policy that apply to them;

Know that they have the hierarchys support both on the ground and in the air;
Know that they have the companys support for the reporting of incidents and guidance
through the legal process (as applicable).
As with the reporting of incidents, it is suggested that all training requirements and/or procedures be
linked to the over-all company policy. It is suggested that airlines identify specific procedures and/or
training needs based on the types of incidents that are experienced.
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Some of the suggested areas which an airline may wish to consider including in their procedures and/or
training program are:
Identification of the reasons for training, company rationale, and risk awareness;
Understanding of the legal implications associated with the confrontation of disruptive
passengers;
Communication skills/customer service skills;
Conflict management skills/verbal social skills;
Team skills;
Dealing with persons under the influence of drugs and/or alcohol;
Dealing with persons suffering from mental health issues;
Instructions on how to limit service (e.g. when/how to stop serving alcohol);
Physical breakaway and controlling skills;
Restraint device training;
Restrained passenger welfare.
3.4.3.1 Training
The effectiveness and successful implementation of a company policy regarding unruly passengers will
likely require staff training. The training program should comply with the requirements of the
competent Authority and/or provide knowledge on how to detect, defuse and prevent critical situations.
Training programs could be designed and adapted to the respective groups of staff and the level of
knowledge required. Some staff might only require awareness training; others may require greater
training as per requirements from their competent Authority. Some awareness or training to consider:
Ground staff who deal directly with passengers prior to boarding may receive instruction
and/or be provided with procedures for the handling of unruly passengers;
Station managers may ensure that duty managers and senior employees are aware of both
their authority to refuse passage, and the correct procedures for doing so. Emphasis may be
placed on assuring managers that they will receive full organization support. Station
managers should also be aware of procedures to follow upon arrival of the aircraft in case of
police intervention and prosecution;
Ground supervisors should be reminded of their responsibility to pass information on
potential unruly passengers to the Pilot-in-Command and the SCCM of the flight concerned;
Cabin crew members should receive instructions at their training sessions on how to preempt
and defuse a potential or actual conflict situation and use of the restraint equipment (if
applicable);
Flight crew should be made aware of their rights and powers under their respective national
law, which should include the provisions of the Tokyo Convention (1963) or similar ones
enacted in their State of Registration. This information could also be included in the
command training course.
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3.4.3.2 Awareness
Air carriers could ensure that all employees involved with the facilitation of passengers through the
airport terminals, onto the aircraft and in flight are familiar with the organizations policy. There are
several points where a person's condition could be assessed before boarding a flight:
All employees should be aware of the organization's policy toward unruly and disruptive
behavior and that they have the full support of the organization when dealing with this type
of passenger. It is important that the policy is properly documented and the airline may
consider having it readily available to employees for reference (e.g. on the Company's
intranet site);
Ground staff at different stations need to recognize that local rules and regulations differ
from country to country. If this prevents full compliance, the company can at least adopt the
general spirit of the policy, and its legal services should be solicited for advice;
Employees should also be reminded that the essence of safety and security is in prevention
and they need to use their discretion to ensure that a potentially problematic passenger does
not board the aircraft.
3.4.3.3 Passenger Awareness

The carrier could also raise awareness among passengers in order to promote the success of its
preventive strategy to deal with unruly passengers. Method of communication can include the airlines
website, Conditions of Carriage (which should include provisions regarding the possibility of denying
carriage), the in-flight magazine or IFE, or passenger awareness leaflets. See Appendix K for a sample
passenger awareness leaflet.
The clear message could be delivered to passengers that everyone has the right to safe and secure travel
and that the airline will not tolerate any behavior that would interfere with the flight or put the safety of
passengers and/or crew members at risk. Moreover, they can be notified that if any of these occur
before flight, transport could be denied, and if they occur in flight, that the aircraft may make an
unscheduled landing and the competent authorities may meet the aircraft and any resulting costs
incurred by the airline may be claimed back from the passenger. In short, the airline wants each
passenger to enjoy their flight and to let others enjoy theirs.
The awareness to passengers could include:
What constitutes unruly behavior;

That the refusal to comply with a reasonable directive of the Pilot-in-Command and/or a
member of the crew is included within the meaning of unruly and disorderly behavior;
The application of a Zero-tolerance policy and how the carrier is likely to respond to unruly
acts;
The type of consequences applicable in response to this behavior;
The applicable law while the aircraft is in flight (meaning the laws of the State of Registration
of the aircraft or the State of the Operator);
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The powers of arrest for criminal offenses and the ability to admonish passengers for
disorderly or unruly behavior being extended to include the flights PIC and crew.
In addition, on identified higher-risk unruly passenger flights (e.g. with possible hooliganism), the ground
staff, lounge staff and/or crew may consider including a pre-flight briefing or announcement requesting
cooperation by explaining the policy and importance of complying with the instructions of the crew.
3.4.4 Procedural Guidance

3.4.4.1 Check-in
Employees at an airport and ground staff should be encouraged to identify any passengers whose
behavior would suggest they might be unsuitable for carriage to their supervisors. For example, if a
person appears at the check-in counter in an intoxicated state or acting strangely, their condition and
actions should be reported to the ground supervisor before they are accepted onto the flight, allocated
a seat and before the checked baggage is accepted for carriage.
For the most part, there are no increased incidents with group travel. However, if a group demonstrates
concerning behavior, special efforts could be made to monitor their behavior from the time of check-in
to the time they board the flight. It might be necessary to communicate the unruly behavior policy to
the group leader and for the airline to ask for their cooperation to ensure adherence to the policy. Often
this is all that is required for the group to understand and fully comply. Nevertheless, where a potential
problem is identified, an assessment should be made by the identified persons in accordance with the
operators procedures (e.g. Airline Duty Manager, the Pilot-in-Command, the Cabin Service Manager and
the SCCM). The right to deny carriage of a passenger should be published in the General Conditions of
Carriage, which is available to passengers.
Other points that could be considered when refusing a person's carriage at check-in:
The person's condition may not be associated with intoxication; he/she may be suffering
from a chronic illness, physical or neurological disability with similar symptoms to a person
affected by intoxicating liquor;
If the person contests the airlines decision, it may be necessary to have the person's physical
condition examined by a medical practitioner. If the person is examined, the airline should
obtain a certificate of the medical practitioner's finding;
An entry referring to the refusal to carry should be included in the person's travel booking
(PNR);
Arrangements may be made by the airline for the intoxicated person to be re-booked for a
flight on a future date. The persons condition should be reassessed on the day of travel and
additional conditions of carriage may be imposed;
A report setting the details of the refusal to carry should be submitted by employees who
initiated and confirmed the refusal. The names of others who may give additional information
regarding that refusal should be included;
A copy of that report should be filed as applicable with the operators procedures (e.g. with
the Airport Manager and a copy sent to the Security Manager of the airline).
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3.4.4.2 Security Check-Point Best Practices

Security screening providers can be part of the mitigation measures. For example, the Canadian Air
Transport Security Authority (CATSA) is responsible for providing security screening services at Canadian
airports. CATSA considers that people who engage in unruly behavior during screening could be a safety
risk to passengers and crew during a flight. After noticing an increase in the number of unruly passenger
incidents at screening checkpoints, CATSA developed an Unruly Passenger policy that came into effect in
2008.
The CATSA Unruly Passenger policy, which is based on those used by airlines in Canada, establishes
three levels of unruly behavior and sets out corresponding responses. CATSA recognizes the difference
between an impolite passenger and a truly unruly passenger who may be a threat to others, so the
responses are progressive and engage screening officers, management and aviation security partners
appropriately at each level. For Level 3, the most serious unruly behavior under the CATSA Unruly
Passenger policy, CATSA has supplemented the policy with a Memorandum of Understanding (MOU) it
has signed with some airlines. Under the MOU, an airline may elect to deny boarding to a passenger
based on CATSAs assessment of Level 3 unruly behavior. CATSA will provide supporting documents and
information to the airline regarding the incident if these are required in the future. CATSA headquarters
also follows up directly with the airline following every unruly passenger incident.
As the check-in process becomes more automated, screening officers are increasingly becoming the first
people whom passengers encounter at an airport. In this environment, CATSA is well placed to alert
airlines to unruly passengers and the MOU establishes an important partnership between CATSA and
airlines that supports a consistent, national approach to managing the most serious cases of unruly
behavior before these passengers board their flights.
Currently, CATSA has signed MOUs with all major Canadian air carriers, including charters, as well as
some major international airlines. CATSA is looking to sign MOUs with additional airlines. For a copy of
the CATSA Unruly Passenger policy and the MOU, please contact IATA at: [email protected]
3.4.4.3 Boarding Gate

A passenger's state of agitation, anxiety or intoxication may not be recognized until his or her arrival at
the boarding gate. In addition, his or her condition could have changed from the point of check-in to
being called to board the flight. A passenger availing his or herself of early check-in or subject to delay in
departure time may account for an advanced state of insobriety.
3.4.4.4 Prior to Take Off

The risk of potentially disruptive passengers could be part of the pre-flight crew briefing, especially on
routes well known to carry a usually high number of such passengers.
Pre-flight observations by the cabin crew are very important to identify potentially problematic
behavior. Cabin crew should trust their judgment and recognize that every situation is unique. There is
no consistent single solution to deal with a passenger disturbance. They should note passengers who are
extremely nervous, loud or belligerent, distant and numb, intoxicated or appear suspicious. The first
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step would be for cabin crew to attempt speaking with the passenger. Often this contact is all that is
required to defuse the behavior and gain the passengers cooperation. If not, then the cabin crew should
handle the situation as per the level of unruly behavior. If a passenger engages in disruptive behavior
while the aircraft is still on the ground, and unless the situation can be resolved to the satisfaction of the
on board crew members, he/she should be removed along with his/her baggage.
3.4.4.5 During Flight

Flight crew members are no longer able to exit the flight deck area in order to assess a problem or to
assist in resolving such matters. Responsibility to assess the situation and respond now lies in the hands
of the cabin crew. In order to fulfill these responsibilities, cabin crew training has become significantly
more comprehensive as per the various applicable State regulations.
Cabin crew will invariably have early knowledge of an incident involving a disruptive/unruly passenger.
Such incidents can arise from various stress factors that develop prior to and during flight.
In any developing incident in the aircraft; the SCCM and flight crew should be notified immediately.
Cabin crew should communicate the type and level of threat, the number of disruptive/unruly
passengers and their physical description, the presence of any weapons, and their assigned seat
numbers.
Lines of command should be kept very simple when there is a disruptive passenger situation. Clear and
simple communication between the cabin crew and the flight crew is crucial to coordinate teamwork
and successfully defuse an incident which could affect the safety of the flight, the aircraft and persons
on board. The flight crew should be updated regularly on the progress of the situation by cabin crew.
The flight crew should relay this information to the ground immediately as per their company
procedures and/or the States requirements.
3.4.4.6 Post Incident

The Pilot-in-Command should report whenever a serious passenger disruption occurs during flight,
according to company policy. If deemed necessary, the operator might request to be met on arrival by
local law enforcement authorities and a representative of the airline if they consider that criminal
prosecution is desirable. The crew should record contact information of all passengers who witnessed
the incident, as their testimony might be required in later legal proceedings. The perpetrator should be
held by the authorities until an airline representative properly debriefs the crew. It should then be
decided if charges are to be brought against the perpetrator.
If charges are to be brought, all crew members should be prepared to undergo police or aviation
authority debriefings. Statements of evidence might also be required for judicial proceedings. The airline
should file a Report of an Incident of Unlawful Interference/Seizure. In addition to alerting law
enforcement authorities, the airline will also have to notify the State of Registry of the aircraft, the State
of the Operator and States whose citizens were killed or injured. ICAO will also have to be notified if it is
judged that the event is an Act of Unlawful Interference under the ICAO definition. However, this
notification will normally be done by the competent Authority of the States involved.
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When an incident occurs, there could be lasting effects on the staff involved. Post-incident management
plays a crucial part in the successful handling of unruly passenger incidents. When employees are made
aware that an incident is handled properly, including post-incident, it reassures them and encourages
them to act according to the company policy and SOPs in future incidents. Open information sharing,
such as informing crew/staff members involved in the case of the final outcome (e.g. legal action, police
action, and possible court decision), is an important consideration.
Support programs for staff subjected to disruptive behavior aim at recovery from those incidents. A
distinction can be made between:
A serious incident (e.g. a physical altercation, being threatened);

Less serious incidents (verbal abuse).
The seriousness of the incident depends on how it was experienced by the victim. Usually, serious
incidents will be recognized by staff or colleagues and brought to the attention of management. At
times, professional counseling services may be considered. The intent is to prevent buildup of stress
and/or an extended period of absence and/or illness.
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4.0 LEVELS OF THREAT

ICAO Doc 9811 (Restricted) Manual on the Implementation of the Security Provisions of ICAO Annex 6
provides a four-tiered scheme of threat levels, which is a very useful tool for determining the
seriousness of an unruly and disruptive passenger incident. Levels of threat vary amongst States. It is
important for each carrier to follow their respective competent authorities regulations. The carriers
classification scheme should be promoted throughout the airline so that it can be used as a reference to
describe ongoing incidents. This facilitates communication and understanding of crew members and
ground staff on the level of seriousness that the on-board situation has reached.
In the absence of specific State regulations, a carrier may want to consider ICAOs levels of threat:
Level 1 Disruptive behavior (verbal);
Level 2 Physically abusive behavior;
Level 3 Life-threatening behavior (or display of a weapon);
Level 4 Attempted or actual breach of the flight crew compartment.
The identification and categorization of incidents is an effective approach. It establishes four levels of
threat, and the operator can set out corresponding responses as per the requirements of their State
and/or SOPs. It is important that these levels recognize the difference between an impolite passenger
and a truly unruly passenger who may be a threat to others, and that the responses are progressive and
engage the cabin crew and flight crew (as applicable).
Level 1 and 2 are for the most part behaviors that would be considered safety hazards. The carrier may
consider categorizing the types of incidents that are occurring at those levels in order to develop SOPs to
mitigate and respond to them. For example: smoking, alcohol-related or intoxication, delaying flight by
refusing to comply with instructions, not turning off portable electronic devices or not turning portable
electronic devices to flight mode as per instructions. On the other hand, Level 3 and 4 behaviors are very
serious security threats that also impact flight safety.
Please see the following for a sample of Level 1 to 4 threats and possible corresponding responses.
4.1 Examples of levels of threat and corresponding crew actions

These are examples of what a company policy could contain. It is important to note that each airline
must ensure that their policy follows regulations established by the State of Registry and the State(s) in
which they operate.
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LEVEL 1
DISRUPTIVE BEHAVIOR (VERBAL)
MINOR
Behavioral indicators include, but are not limited to:
o The use of unacceptable or profane language
o Unacceptable behavior towards a crew member:
- communicating displeasure through voice tone or rude gesture
- provoking an argument or making unreasonable demands (e.g. refusal to give up on a denied request)
o A display of suspicious behavior: e.g. agitated or numb; distant and unresponsive behavior
o Not following crew instructions or challenging authority
o Violation of a safety regulation
Cabin Crew Actions
Flight Deck Actions
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LEVEL 2
PHYSICALLY ABUSIVE BEHAVIOR
MODERATE
Behavioral indicators include, but are not limited to:
o Physically abusive behavior towards a crew member: openly or aggressively hostile action that includes physical
act or contact
o Obscene or lewd behavior towards a crew member: actions of an overtly sexual, lecherous or lascivious nature
o Verbal threats: threatening a crew member or another passenger with physical violence or bodily harm on board
or while about to board aircraft, or making threats in an attempt to board aircraft
o Tampering with any emergency or safety equipment on board the aircraft
o Deliberately damaging any part of the aircraft or any property on board the aircraft
Cabin Crew Actions
Flight Deck Actions
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LEVEL 3
LIFE THREATENING BEHAVIOR
SERIOUS
Behavioral indicators include, but are not limited to, actions creating a fear of imminent death such as:
o The threat, display or use of a weapon
o Physical or sexual assault with intent to injure (e.g. violent, threatening, intimidating or disorderly behavior)
Cabin Crew Actions
Flight Deck Actions
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LEVEL 4
ATTEMPTED OR ACTUAL BREACH OF THE FLIGHT DECK
FLIGHT DECK
An incident which constitutes a security threat and which includes, but is not limited to:
o
o
o
o
o
o
An attempted or unauthorized intrusion into the flight deck

A credible threat of death or serious bodily injury in an attempt to gain control of the aircraft
The display, use or threat to use a weapon to breach the flight deck
Sabotage of or the attempt to sabotage an aircraft
Actions that render the aircraft incapable of flight or that are likely to endanger its safety of flight
Any attempt to unlawfully seize control of the aircraft
Cabin Crew Actions
Flight Deck Actions
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4.2 Warning
Unruly and disruptive passengers should be made aware of the consequences of their actions and the
type of measures that will be taken to stop their disruptive behavior. Those conditions can be conveyed
verbally or in writing and should include, as a minimum; restricting the unruly passengers alcohol
consumption; prohibiting the unruly passenger from behaving in a manner that might cause concern to
other passengers and crew members; and the passengers mandatory compliance with all directions
given to him or her by any member of the crew.
An example used by some airlines is the notification warning cards presented by crew members to
unruly and disruptive passengers while in flight. The notification warning card is a useful tool when
utilized judiciously and in an informative manner rather than in a confrontational manner. The card calls
for the person to desist its unruly and disruptive behavior or suffer the consequences of having the
incident referred to the police and face the possibility of a fine, arrest, prosecution, or imprisonment.
It is recommended that the seatbelt sign be turned on so that all passengers are seated when issuing the
notification warning card. Remember that an act of unruly and disruptive behavior could be a diversion
for an accomplice to action a more serious act of unlawful interference. It is also good practice to
request another cabin crew member or airline employee (deadheading or on staff travel) to witness the
issuance of the notification warning card. If the passenger is unable to read the card (e.g. due to
illiteracy, agitation or intoxication), a cabin crew member can read the card to the passenger. Some
operators have notification warning cards in diverse route languages in order to communicate the
information in the passengers language. See Sample Airline Violation Warning (Appendix A) and Sample
Notification Warning Card (Appendix B).
Note: A notification warning card would never be issued for a Level 3 or 4 Interference due to the
nature and severity of the threat.
4.3 Restraining Devices

Crew need to be aware that a situation can escalate at any moment and sometimes without warning. In
turn, crew members must attempt to defuse a critical situation until it becomes clear that there is no
way to resolve it verbally. Some carriers carry devices to restrain a physically confronting passenger.
Applying restraining devices should be used when all conciliatory approaches have been exhausted.
Once restraints have been used, they should remain on the passenger for the duration of the flight even
if he/she promises good behavior.
Securing the restraining device to a combative, agitated and violent passenger can be extremely difficult
for the crew. Able Bodied Passengers (ABPs) can assist cabin crew in restraining the unruly passenger(s).
It should be made clear by the cabin crew that they are to remain in charge and that ABPs should only
act according to the directives provided by cabin crew members no matter their profession or rank.
Cabin crew should never relinquish control of the cabin to either perpetrators or ABPs, even if they are
airline employees or law enforcement officers. Cabin crew should control the amount of force used by
ABPs in order to restrain or subdue a perpetrator and make sure it is not excessive.
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When asking an ABP for help, cabin crew should be firm and exert authority. Cabin crew members need
to be aware that some passengers have shown that they are willing to assist crew members (in most
cases). However, some are not. There is no guarantee of support and the crew member must be
prepared to act accordingly.
Flight crew need to quickly assess if the cabin crew can control the disturbance. If the answer is
negative, the flight crew should relay this information to the applicable persons on the ground and land
as quickly as possible.
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5.0 LEGAL ASPECTS

5.1 Legal distinction between types of offences
Distinguishing the type of offence is important in determining what legal framework governs the
response. Offences can be categorized into 3 main categories:
1) Offences classified as acts of terrorism: e.g. bomb threats or hijacking. These are currently
covered by existing policy, and mechanisms are well in place to deal with these occurrences;
2) Offences that are subject to the Tokyo Convention (1963) (the Convention) and which could
endanger the safety and good order on board the aircraft: e.g. failure to follow the directions
of the Pilot-in-Command or cabin crew, smoking in lavatories, threatening with intent to cause
bodily harm, abuse of alcohol, unauthorized use of electronic devices;
3) General offences which contravene the legal regime in the carriers jurisdiction: e.g. indecent
assault (Crew and Passenger), threatening/abusive behavior, public order offences, smoking in
unauthorized zones (other than lavatories).
In addition, types of offences should have a clear relationship with the levels of disruption, in order to
enable frontline employees to make a distinction. Furthermore, incidents could be added to the
classification which have no bearing from a legal standpoint but from which the majority of cases
require the involvement of front line employees (e.g. verbally abusive passengers).
The existing international legal regime for civil aviation covers acts such as offences and certain acts
committed on board aircraft, unlawful interference against the safety of civil aviation, unlawful acts of
violence at airports and unlawful seizure of aircraft.
Provision for the prosecution and offloading of unruly and disruptive passengers is provided for by the
Convention. The Convention has a jurisdictional gap which does not automatically allow most States to
prosecute disruptive passengers on inbound foreign registered aircraft.
It is important to note that the Convention enables the Pilot-in-Command to either disembark or deliver
the passenger.
To disembark a passenger, the pilot must land in any State, report the individual passenger and reasons
for removal to the States authorities, and then remove the passenger from the aircraft. No further
coordination with law enforcement or local authorities is necessary. As its name suggests,
disembarkations sole major consequence is the physical removal of the passenger from the aircraft.
Delivery is a more thorough process, entailing the pilots handing over of the passenger to local law
enforcement authorities. To deliver a passenger, the pilot must land in a State that is a party to the
Convention. Delivery also requires that the passenger, in the pilots opinion, has committed a serious
offence under the penal law of State where the aircraft is registered. Moreover, in addition to notifying
local law enforcement of a pending delivery and handing over the passenger, the pilot must also provide
local law enforcement with all legally-collected evidence and information regarding the incident in
question.
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Please see Appendix D for Sample Briefing to Authorities Cards:
Disembarkation Note to Competent Authorities

Delivery Note to Competent Authority
The deficiency regarding jurisdiction has led a number of States to enact additional national legislation,
independent of the Convention provisions, enabling prosecution of this type of behavior. Some States
have also extended jurisdiction to cover all outbound foreign registered aircraft where the State in
question is the last point of departure.
It should be mentioned that, through the amendment of the Convention by the Montreal Protocol 2014
(MP14), the requirements for delivery have been moderated to the extent that the pilot must only
have reasonable grounds that the unruly passenger has committed, what he believes to be, a serious
offence. This serious offence need no longer be qualified as such under the penal law of the State
where the aircraft is registered. Furthermore, the MP14 enhanced the jurisdiction over unruly
passenger offences to that of the State of Landing. However, until the MP14 has been ratified by 22
States, the requirements of the Convention shall remain unchanged.
The International Civil Aviation Organization (ICAO) has developed model legislation on certain offences
committed on board civil aircraft, ICAO Guidance Material on the Legal Aspects of Unruly/Disruptive
Passengers 2002 (Circular 288) and urged ICAO Member States to enact national law and regulations to
deal effectively with the problem of unruly and disruptive passengers as soon as possible, incorporating
the model legislation as far as practicable. Carriers with no State legislation are encouraged to lobby
their National Aviation Authority to incorporate ICAO model legislation (see Appendix G).
Though jurisdiction and the right to prosecute are important issues, airlines are recommended to focus
on the safety aspects of the flight, rather than the possible prosecution of the unruly and disruptive
passenger.
5.2 Police Involvement

The laws of a Sovereign State in which police have jurisdiction define the degree of action that law
enforcement agencies are empowered to take. Those powers sometimes do not extend to actions
committed on board a foreign registered aircraft. States should be encouraged to enact additional
legislation empowering the law enforcement agency to respond to an allegation of disruptive or unruly
passengers on foreign registered aircraft landing on their territory.
Specific details may assist the police in researching the offender's antecedents. Where practicable, the
following information should be relayed to the police before landing through air traffic control services:
Nature of the incident;

Identity of the offender and the complainant;
Time, date and location of incident;
If the offender and/or the complainant has sustained any injury requiring medical attention;
If the complainant is prepared to institute proceedings against the offending passenger;
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The location where the aircraft is going to park at the airport. (In the case of a difficult or
violent passenger, the police may require the aircraft to be parked on a remote stand.)
When the police attend the parked aircraft, they will likely require:
All other passengers not involved in the incident to disembark (some authorities prefer to
immediately embark and remove the offender prior to passenger deplaning);
A briefing of the allegation by the crew members involved in the incident;
An interview with the complainant;
Particulars of the complainant;
Details of all other persons involved in the incident who may give corroborative evidence;
Details of time, date and place on the aircraft where the offence(s) took place;
A record of first person conversation with the offender and crew members involved in the
incident, which should be recorded in written notes made at the time or shortly after the
incident.
Depending on local criminal procedure, the police may require the complainant to be present at the
time that the allegation is put to the offender.
5.3 The Role of the Pilot-in-Command

When an incident occurs on board an aircraft, the Pilot-in-Command has the ultimate authority on how
to address the situation. The Pilot-in-Command should ensure that the crew has filled out the required
documentation, assist with the collection of data, ensure that witness statements are made upon
arrival, and be prepared to help with prosecution and internally with the aftermath of the incident.
Training staff and legal counsel should ensure that the Pilot-in-Command is aware of the Powers and
Immunities bestowed upon them by the Convention to assess and deal effectively with unruly passenger
behavior on board and underline the fact that the organization will give them full backing anytime these
Powers are legally used.
With a locked flight deck door, the flight crew must rely on the cabin crew to assess and manage unruly
passenger situations in the cabin. Pilots should consider restraint whenever they assess that a situation
will in any way affect the safety of the aircraft, its passengers and cabin crew, and/or at the advice of the
cabin crew.
5.4 Mandatory Reporting and Required Documentation for Prosecution

An airline should implement procedures to ensure that all unruly passenger incidents are reported and
documented in an effective manner, not only to gain an understanding of the incidents themselves but
also to ensure that sufficient and appropriate information is available for legal and judicial purposes in
the event of prosecution.
The Pilot-in-Command should advise air traffic control services whenever a serious passenger disruption
has taken place during the flight and request to be met at the gate by local law enforcement authorities
and an airline representative if they consider that criminal prosecution should be pursued.
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The crew should gather contact information from all passengers who witnessed the incident as their
testimony might be required in later legal proceedings. It is preferable if the passenger in question is
held by the competent authorities until a proper debriefing of the crew is done by an airline
representative. It should then be decided if charges are to be brought against the passenger. The SCCM
should ascertain the name of the police officer investigating the allegation; his/her contact particulars
and where they are stationed.
A report should be submitted giving details of the incident.
The Head of Security and other Heads of Departments who need to know of the incident should receive
copies of the report.
If the offending passenger is charged, an airline could consider:
Giving support to the crew and ground staff taking the action;
Ensuring that the complainant and witnesses in the employ of the airline meet with the police
to make written statements and attend the court hearing;
Paying for applicable medical costs for employees involved in the incident;
Providing counseling, as required, for those involved in the incident;
Considering any time spent in the prosecution of the offender as duty and ensure that all
salaries and expenses involved in attending meetings with the police and court hearings be
covered by the airline.
It is recommended that the reporting of these types of incidents be distinguished from the normal trip
report. The appropriate place for publishing such documentation is the airline's Operations Manual
where procedures are addressed, as well as in the relevant cabin crew manuals. The organization's
policy on the issue of disruptive/unruly passengers should be communicated in all relevant airline
documentation, e.g. Operations Manuals, Passenger Service Manuals, and Training Manuals.
Clear guidance should be provided by the airline on the use and completion of the reporting forms. All
documentation should meet the specific security, crew and legal requirements. Reporting forms should
be user-friendly, simple and clearly define what information is required. A reference number could be
assigned to each document to assist the central co-ordination department. It is customary that various
departments within an airline will require the incident report; therefore, routing within the airline
should be identified on the report. It is important to note that all documentation should link to the
overall organization policy on the issue of handling disruptive/unruly passengers.
If charges are to be brought, all crew members should be prepared for law enforcement authority and
aviation authority debriefings. Statements of evidence might also be required for judicial proceedings.
It is recommended that the airline files an Unruly Passenger Incident Report (see Appendix C). In
addition to alerting law enforcement authorities, the airline will also have to notify the State of Registry
of the aircraft, the State of the Operator and States whose citizens may have been injured.
ICAO will also have to be notified if it is judged that the event is an Act of Unlawful Interference under
the ICAO definition. However, this should be done by the competent Authorities of the States involved.
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5.5 Post-Incident Response Program

Not all incidents would require a prosecution or equivalent intervention by law enforcement authorities.
Nevertheless, an incident may be serious enough for the airline to require some level of follow-up with
the passenger before he or she travels on its aircraft again.
The conditions of carriage of certain carriers allows the airline to delay or refuse to carry any passenger
whose conduct or condition threatens the safety of its employees or other passengers. A passenger
whose previous conduct could threaten the safety of others is a serious issue and likely should be
addressed prior to their boarding another flight. As applicable, and where necessary to ensure safety,
the airline may take action to delay or prevent future travel.
Carriers may consider implementing a post-incident response program to address the future travel of
someone involved in a serious unruly and disruptive passenger incident on board their aircraft. Such a
program could involve input from different internal stakeholders to assess the incident and/or carry out
an investigation and then determine the appropriate corporate response. The airline may consider one
of several potential responses, including no action, a warning letter, loss of frequent flyer status or
mileage, and up to, under the most egregious circumstances, being disinvited to fly on the airline.
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6.0 CONCLUSION
Despite the complexity of the issue, there are practical steps that an airline can take to prevent and
manage unruly passenger incidents. Cabin crew are in a unique position when it comes to dealing with
the unruly passenger problems as they are not able to escape the situation or to call for the authorities
for assistance on board during flight. The emphasis on unruly behavior of passengers should be one of
prevention and with strong emphasis in doing so from the arrival at the airport through to the
passenger cabin of the aircraft in order to best mitigate incidents, and when possible, to keep the
unruly behavior on the ground.
A collective and unified approach by the aviation industry would result in significant improvements to
the problem of unruly passengers. It is incumbent on all persons within the aviation industry to realize
that this is a very real and serious safety issue, and to closely monitor and report any event that may
result in the unacceptable behavior of passengers while in flight.
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APPENDIX A Sample Airline Violation Warning

Sample Final Warning
Your behavior appears to be in violation of [Country] law. If you fail to control your actions, police
authorities will be notified and requested to meet this flight.
This is a warning that [Country] law prohibits the following:
Assaults, threats, intimidation or interference with a crew member in performance of their

duties aboard an aircraft being operated.
Disruptive behavior due to alcohol consumption.
Alcohol-related disturbance created by passenger.
Consumption of alcoholic beverages unless served by a crew member.
Alcohol service to passengers who appear to be intoxicated.
Failure to follow instructions given by a crew member regarding compliance with passenger
safety regulation such as the following:
- No smoking in the lavatory at any time;
- No smoking when No Smoking sign is illuminated;
- Tampering with, disabling or destroying smoke detectors installed in any aircraft
lavatory;
- Requirement to keep seat belt fastened while the Fasten Seat Belt sign is lit;
- Operation of an electronic device when prohibited.
An incident report may be filed with the appropriate federal agency if you do not refrain from this
behavior. [Country] law provides fines of up to [Amount]. In the case of interference with a crew member
in the performance of crew member duties, imprisonment for up to [number] years may be imposed in
addition to the fine.
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APPENDIX B Sample Notification Warning Card

[Insert airline/company name and logo here]
PASSENGER NOTIFICATION WARNING CARD

Passenger Name
Seat
Date
Flight No.
THIS IS A FORMAL WARNING ON BEHALF ON THE PILOT-IN-COMMAND OF THIS AIRCRAFT.

Unruly and disruptive behaviour on board an aircraft and unlawful interference with airline
operations will not be tolerated. Your behavior has resulted in this FORMAL WARNING being issued
to you.
(Airline XXs - insert your airlines name) policy and the Tokyo Convention 1963 [insert domestic
legislation applicable in your airline's country] prohibits:
-
Passengers who behave in an unruly, disruptive or lewd manner;
Passengers who could jeopardize the safety and security of our passengers, employees,
property on board or our aircraft;
Passengers who do not comply with lawful instructions given by the Pilot-in-Command or any
crew member of this flight.
You are warned that you might be committing a criminal offence if your behavior continues to violate
our policy and/or the applicable laws including the Tokyo Convention 1963 and the [insert domestic
legislation applicable in your airline's country]. If you fail to comply with our instructions
immediately, you may be restrained and handed over to the authorities at the port of arrival. Please
conduct yourself accordingly. Also be advised that you will not be permitted to consume alcoholic
beverages for the remainder of this flight.
IT IS (airline XXs - insert your company name) POLICY TO PROSECUTE ANY PERSON WHO
CONTRAVENES ANY STATUTORY REGULATIONS WHICH MAY AFFECT THE SAFETY OF THIS AIRCRAFT
AND THE WELL BEING OF OTHER PASSENGERS AND EMPLOYEES ON BOARD. FURTHERMORE, BE
ADVISED THAT (airline XX - insert your company name) IS ENTITLED TO REFUSE YOU CARRIAGE ON
ITS FLIGHTS UNLESS YOU CAN DEMONSTRATE THAT YOU DO NOT POSE A THREAT TO THE SAFETY
AND SECURITY OF OUR PASSENGERS AND EMPLOYEES.
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APPENDIX C Sample Unruly Passenger Incident Report

NOTE: REQUIREMENTS MAY BE DIFFERENT IN YOUR STATE OF OPERATION, PLEASE CONSULT YOUR
NATIONAL CIVIL AVIATION AUTHORITY AND THE AIRLINES CORPORATE SECURITY DEPARTMENT.
UNRULY PASSENGER REPORT

Date
Flight No.
FIN No.
Flight Leg
Phase of Flight
FLIGHT DECK CREW

Pilot-in-Command
Employee # & Base
CABIN CREW MEMBERS

Name
Employee # & Base
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1. Level of Interference
Level 1 (Minor)
Level 2 (Moderate)
Level 3 (Serious)
Level 4 (Flight Deck)
2. Description of Unruly Passenger(s)

Name
Seat
(F) (M)
Age
Height
Weight
3. Location of Incident
Zone
Other (specify)
4. Action Taken by Crew

Pre-flight Off-loaded
Notification Warning
Card Issued
Incident Resolved
Unscheduled Landing
Disembarked
Delivered to Authorities
on Landing
Restraints Applied
Yes
5. Medical Assistance
No
First Aid administered to:

Passenger(s)
Crew
Unruly/disruptive passenger(s)
Description of injuries
Medication administered (specify type)

Name(s) of Attending Physician(s)
Address
Telephone
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Yes
6. Law Enforcement
Name of Officer
Badge No.
No
Complaint #
Witness 1
Name
Seat no.
Address
Telephone
Statement
Yes
Willing to give evidence to law enforcement agencies or in court proceedings
No
Witness 2
Name
Seat no.
Address
Telephone
Statement
Yes
No
Witness 3
Name
Seat no.
Address
Telephone
Statement
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45
7. Crew Member Statement(s)

Observation SHOULD be objective and sequential. Include complete description of incident, exact words
spoken and description of behavior observed. Include your employee number, base and signature. Use
additional paper if required.
Crew Member 1
Name
Time
Employee # & Base
Signature
Employee # & Base
Signature
Observations
Crew Member 2
Name
Time
Observations
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APPENDIX D Sample Briefing to Authorities Cards

[Insert airline/company name and logo]
DISEMBARKATION NOTE TO COMPETENT AUTHORITY
The Commander of this Aircraft [aircraft registration, flight number] has disembarked this person,
[name, seat number, other details from flight manifest] pursuant to powers conferred by the Convention
on Offences and Certain Other Acts on Board Aircraft, Signed at Tokyo on 14 September 1963 (the
Tokyo Convention (1963)).
We wish to draw your attention to the relevant provisions of the Tokyo Convention (1963) which deal
with disembarkation:
o
The Aircraft Commander may disembark a person who he has reasonable grounds to believe has
committed, or was about to commit, an act which may jeopardize:
the safety of the aircraft or of persons or property therein; or
good order and discipline on board. (Article 8, 12)
The acts of this person on board the aircraft, as reported, may also constitute an offence under
your domestic law or in accordance with ICAO Circular 288.
No action taken by you with regard to this person is considered an immigration admission of the
person to your territory and does not prejudice your rights, under your domestic law, to expel
this person at a later time. (Article 14)
We believe that domestic law in your country may permit the prosecution of persons who commit
offences on board foreign registered aircraft.
We take this opportunity to renew our assurances of our highest consideration and to express our
gratitude for such assistance as you may see fit to offer to the Aircraft Commander and crew of this
aircraft.
[Name of airline]
[Address, corporate details]
A LIST OF PARTIES TO THE TOKYO CONVENTION (1963) IS
PRINTED ON THE REVERSE OF THIS CARD.
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[Insert airline/company name and logo]

DELIVERY NOTE TO COMPETENT AUTHORITY
The Commander of this Aircraft [aircraft registration, flight number] has delivered this person, [name,
seat number, other details from flight manifest], to you, pursuant to powers conferred by the
Convention on Offences and Certain Other Acts on Board Aircraft, Signed at Tokyo on 14 September
1963 (the Tokyo Convention (1963)).
We wish to draw your attention to the relevant provisions of the Tokyo Convention (1963) which deal
with the delivery of such a person to authorities at the place of landing:
o
The Aircraft Commander may deliver any person who they have reasonable grounds to believe
has committed an act which, in his opinion, is a serious offence on board to competent
authorities at the place of landing. (Articles 9, 13)
Any Contracting State to the Convention shall take delivery of such a person. (Article 13)
If you are satisfied that the circumstances so warrant, you should take custody of this person or
take other measures to secure his or her presence within your State. (Article 13)
No action taken by you with regard to this person is considered an immigration admission of the
person to your territory and does not prejudice your rights, under your domestic law, to expel
this person at a later time. (Article 14)
We believe that domestic law in your country may permit the prosecution of persons who commit
offences on board foreign registered aircraft.
We take this opportunity to renew our assurances of our highest consideration and to express our
gratitude for such assistance as you may see fit to offer to the Aircraft Commander and crew of this
aircraft.
[Name of airline/company]
[Address, corporate details]
A LIST OF PARTIES TO THE TOKYO CONVENTION (1963) IS

PRINTED ON THE REVERSE OF THIS CARD.
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APPENDIX E IATA Resolution 798a

Handling disruptive/unruly passengers
PSC(35) 798a
RESOLVED that a method is adopted by Members for handling disruptive and unruly passengers in a manner which
is consistent worldwide whilst being sensitive to issues of culture and custom within individual carriers.
-
1. Members shall create and implement a policy,

actively involving all relevant departments which
provides for consistent monitoring and handling of
incidents by all staff at all times.
1.1 Members shall ensure the full endorsement and
involvement of their Senior Executive Officer when
implementing this policy within the airline.
1.2 Members shall ensure responsibility and
coordination is agreed within their organization in
advance. It is important that all relevant
departments of the carrier recognize their
ownership of the policy, for example:
-
Human Resources: for issues such as staff

welfare, duty-time for court appearances
Legal: for the decision on prosecution of
offences and advice to staff
Marketing/Commercial: for communication
programs internally and externally
Safety: for training and communication with
flight crew and cabin crew
Security: to act as the single point of contact
and for the interface with police authorities
1.3 Members shall have a Single Point of Contact

who takes responsibility for incidents and who
reports directly to the Senior Executive Officer on
these matters.
2.1 Regular and consistent communication of the

Policy, both internally and externally, shall be carried
out to ensure that it is clear that the carrier will act
to identify, defuse, respond and prevent incidents
where possible.
3. Members shall develop and maintain a close
relationship with the relevant national law
enforcement and airport security authorities.
3.1 Members shall encourage States to prosecute
unruly passengers.
4. Published separately,
Resolution are:
2. The Policy shall address the issues of:

-
categorizing of incidents
reporting of incidents
pilot in command's responsibility
prosecutions
communication
procedures to be followed for:
boarding
inflight
underage passenger issues (e.g.
alcohol service)
situations involving alcohol/smoking
physical/verbal assaults
harassment
dealing with authorities
prevention
training
periodic re-training
handling problem passengers
attachments to this
Guidelines for policy creation

Categorization of incidents
Sample passenger warnings
Sample incident reporting document
Sample company policy
For copies of the above-mentioned attachments, contact IATA Cabin Safety ([email protected]) or IATA
Security and Facilitation ([email protected]).
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APPENDIX F IATA Operational Safety Audit (IOSA) Standards Manual

The following are applicable IOSA Standards and Recommended Practices (ISARPs) related to minimizing
acts of unlawful interference and unruly/disruptive passenger behavior.
SECTION 2 FLIGHT OPERATIONS (FLT)

FLT 2.2.42 If the Operator transports passengers or supernumeraries, the Operator shall ensure flight crew
members complete security training, which shall be in accordance with requirements of the civil aviation security
program of the State and applicable requirements of other states where operations are conducted. Such security
training shall:
i)
Address the Operators policies and procedures for crew communication, coordination and action in
response to acts of unlawful interference and/or disruptive passenger behavior;
ii)
Have a balanced curriculum of theoretical and practical training to ensure flight crew members are able to
act in the most appropriate manner to minimize the consequences of acts of unlawful interference and/or
disruptive passenger behavior;
iii) Be administered during initial ground training, and subsequently during recurrent training on a schedule
in accordance with requirements of the security program of the State and, if applicable, other states
where operations are conducted, but not less than a frequency specified by the Operator as necessary to
maintain effectiveness in performing operational duties that involve aviation security responsibilities.
(GM)
Guidance
Refer to the IRM for the definition of Passenger.
Flight crew members are directly involved in the implementation of security measures and thereby require an
awareness of obligations to the Security Program of the Operator.
A Security training course for flight crew members focuses on the need for the flight crew to maintain control of
the flight deck. Such course would typically address:
Appropriate responses to acts of unlawful interference;

Security of the flight deck;
Maintaining control of the flight deck;
Appropriate self-defense responses and use of non-lethal protective devices;
Sabotage, hijacking;
Unruly passengers.
SECTION 5 CABIN OPERATIONS (CAB)

CAB 2.2.12 If the Operator conducts passenger flights with Cabin Crew, the Operator shall ensure Cabin Crew
members receive training in aviation security subjects that address appropriate crew communication, coordination
and action in response to acts of unlawful interference. Such training shall be included in the initial and
re-qualification training courses and in the recurrent training course, on a frequency in accordance with the civil
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aviation security program of the State and requirements of the Authority, but not less than once during every
24-month period, with all subject areas within the scope of aviation security training addressed not less than once
during every 48-month period. As a minimum, subject areas within the scope of aviation security include:
i) Understanding of terrorist behaviors;
ii) Threat evaluation;
iii) Determination of the seriousness of an occurrence;
iv) Crew coordination and communication;
v) Security of the flight deck;
vi) Appropriate self-defense responses;
vii) Use of non-lethal protective devices;
viii) Aircraft search procedures;
ix) Least-risk bomb locations;
x) Sabotage, hijacking;
xi) Unruly passengers;
xii) Other acts of unlawful interference. (GM)
Guidance
When developing the syllabus for a recurrent training course, all aviation security subject areas are considered to
ensure inclusion of subjects that have been identified through an analysis of actual or likely trends experienced
during line operations.
Training for Cabin Crew members as specified in item vi) typically focuses on conflict management and the level of
response (e.g. passive, non-passive) to acts of unlawful interference that is appropriate for the operator. Such
training would normally be in accordance with applicable regulations and/or the civil aviation security program of
the State, and where no regulatory guidance exists, in accordance with the policy of the operator.
CAB 3.4.2 If the Operator conducts passenger flights with or without Cabin Crew, the Operator shall have a policy
and associated procedures for addressing passengers that exhibit unruly behavior and/or interfere with a crew
member prior to or during flight. Such policy and procedures shall be in accordance with local laws and
regulations, and specify reasonable measures for ensuring passengers obey lawful commands from the PIC and/or
Cabin Crew for the purpose of securing the safety of the aircraft, persons on board and their property. As a
minimum, the policy and procedures shall address:
Identification of disruptive behavior
Conditions under which passengers may be denied boarding, disembarked or restrained in accordance
with the authority of the commander
iii) Reporting of instances of disruptive behavior. (GM)
i)
ii)
Guidance
Procedure would typically be published to ensure awareness by all applicable ground and flight personnel.
To ensure procedures are effective, guidelines are typically created to address all aspects of managing unruly
behavior including prevention. For example, because of the increased effect of alcohol at altitude, guidelines
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would normally ensure the service of such beverages is carried out in a reasonable and responsible manner.
Additionally, passengers would typically not be permitted to drink alcohol unless served by the Cabin Crew; the
Cabin Crew would be attentive to identifying passengers that might be consuming their own alcohol.
SECTION 8 SECURITY MANAGEMENT (SEC)

SEC 2.1.1 The Operator shall have a security training program that includes initial and recurrent training; initial
training shall be completed by personnel prior to being assigned to operational duties. The security training
program shall be in accordance with requirements of all applicable states and have a balanced curriculum of
theoretical and practical training to ensure:
i)
Personnel, employed by or under the control of the Operator who implement security controls, have the
competence to perform their duties;
ii)
Crew members and frontline ground handling personnel are able to act in the most appropriate manner
to minimize the consequences of acts of unlawful interference and/or disruptive passenger behavior.
(GM)
Guidance
Training may be sub-divided for line managers/supervisors, aircrew, ramp workers, cargo personnel and other
personnel who are directly involved in the implementation of security measures and thereby require an awareness
of obligations to the Security Program.
The security training program is typically integrated into the normal training curriculum for operational personnel,
and need not be stand-alone training.
The scope of recurrent security training, as well as the specific subject matter included, may vary in accordance
with requirements of the applicable authorities and the security policy of the operator.
SEC 3.5.1 If the Operator conducts passenger flights, the Operator shall have a policy and a process that
incorporates risk assessment measures to ensure procedures are in place for the transport of potentially disruptive
passengers who are obliged to travel because they have been the subject of judicial or administrative proceedings.
Such procedures shall be designed to take into consideration the assurance of the safety of the aircraft during the
flight. (GM)
Guidance
Refer to the IRM for the definitions of Deportee and Inadmissible Passenger.
Airlines that have transported people who have been refused entry to a state can be called upon to return such
person(s) to the port of embarkation. Such removal is accompanied by a judicial order of removal.
Those responsible within the organization of an operator for compliance with judicial orders (e.g., station
managers) inform the Pilot-in-Command and cabin crew at the point of embarkation. Transit and destination
airports also need to be advised that such a person is being carried. The original operator advises all other
operators involved in the transport of the inadmissible passenger to their final destination.
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The following information is provided to the originating operator, as well as subsequent operators:
Name and sex of the person identified as the deportee; reason for deportation (nature of crime);
Willingness or unwillingness to travel by air;
Whether the person has attempted to escape custody;
Whether the person has any history of violence;
Whether the person has a history of self-harm;
Whether members of the persons family are booked on the same flight;
Whether the person is likely to be the target of harm during the transportation;
Identity of escorts (if required);
The mental and/or physical state of the person;
Wanted status of the person (by any other authority);
Other information that would allow an operator to assess the risk of endangering the security of the
flight;
Special conditions and precautions for transport of the person, if any.
To ensure the safety of the aircraft during a flight, an operator typically has a process to assess the information
(see above) associated with the transport of passengers that require special attention. For example, a decision
might be needed as to whether a passenger will be denied boarding, or whether a passenger might require an
escort.
Accordingly, there is usually a well-defined escort policy that is provided to the appropriate immigration
authorities. Females travelling under the provisions of a judicial order may require a female escorting officer as a
member of the escort team.
Special provisions may exist for flights where transportation of multiple inadmissible passengers is required.
Although a person is involved in travel in response to a judicial or custodial order, while in flight, such passenger is
always under the control of the pilot-in-command and crew of the aircraft.
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APPENDIX G ICAO Model Legislation on Certain Offences Committed on

Board Civil Aircraft
Reference: ICAO Cir 288 Guidance Material on the Legal Aspects of Unruly/Disruptive Passengers, June
2002.
Section 1: Assault and Other Acts of Interference Against a Crew Member on Board a Civil Aircraft
(1) assault, intimidation or threat, whether physical or verbal, against a crew member if such act
interferes with the performance of the duties of the crew member or lessens the ability of the
crew member to perform those duties;
(2) refusal to follow a lawful instruction given by the aircraft commander, or on behalf of the
aircraft commander by a crew member, for the purpose of ensuring the safety of the aircraft or
of any person or property on board or for the purpose of maintaining good order and discipline
on board.
Section 2: Assault and Other Acts Endangering Safety or Jeopardizing Good Order and Discipline on
Board a Civil Aircraft
(1) Any person who commits on board a civil aircraft an act of physical violence against a person or
of sexual assault or child molestation thereby commits an offence.
(2) Any person who commits on board a civil aircraft any of the following acts thereby commits an
offence if such act is likely to endanger the safety of the aircraft or of any person on board or if
such act jeopardizes the good order and discipline on board the aircraft:
(a) assault, intimidation or threat, whether physical or verbal, against another person;
(b) intentionally causing damage to, or destruction of, property;
(c) consuming alcoholic beverages or drugs resulting in intoxication.
Section 3: Other Offences Committed on Board a Civil Aircraft

(1) smoking in a lavatory, or smoking elsewhere in a manner likely to endanger the safety of the
aircraft;
(2) tampering with a smoke detector or any other safety-related device on board the aircraft;
(3) operating a portable electronic device when such act is prohibited.
Section 4: Jurisdiction
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1. The jurisdiction of (Name of State) shall extend to any offence under Sections 1, 2, or 3 of this Act if
the act constituting the offence took place on board:
(1) any civil aircraft registered in (Name of State); or
(2) any civil aircraft leased with or without crew to an operator whose principal place of business is
in (Name of State) or, if the operator does not have a principal place of business, whose
permanent residence is in (Name of State); or
(3) any civil aircraft on or over the territory of (Name of State); or
(4) any other civil aircraft in flight outside (Name of State), if
(a) the next landing of the aircraft is in (Name of State); and
(b) the aircraft commander has delivered the suspected offender to the competent authorities
of (Name of State), with the request that the authorities prosecute the suspected offender
and with the affirmation that no similar request has been or will be made by the
commander or the operator to any other State.
2 . The term in flight as used in this section means the period from the moment when power is applied
for the purpose of take-off until the moment when the landing run ends.
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APPENDIX H Tokyo Convention 1963

Convention on Offences and Certain Other Acts Committed on Board Aircraft, Signed at Tokyo, on 14
September 1963
Reference: www.icao.int
THE STATES Parties to this Convention HAVE AGREED
as follows:
CHAPTER I SCOPE OF THE CONVENTION
Article 1
1. This Convention shall apply in respect of:
(a) offences against penal law;
(b) acts which, whether or not they are offences, may
or do jeopardize the safety of the aircraft or of
persons or property therein or which jeopardize good
order and discipline on board.
2. Except as provided in Chapter III, this Convention
shall apply in respect of offences committed or acts
done by a person on board any aircraft registered in a
Contracting State, while that aircraft is in flight or on
the surface of the high seas or of any other area
outside the territory of any State.
3. For the purposes of this Convention, an aircraft is
considered to be in flight from the moment when
power is applied for the purpose of takeoff until the
moment when the landing run ends.
4. This Convention shall not apply to aircraft used in
military, customs or police services.
Article 2
Without prejudice to the provisions of Article 4 and
except when the safety of the aircraft or of persons
or property on board so requires, no provision of this
Convention shall be interpreted as authorizing or
requiring any action in respect of offences against
penal laws of a political nature or those based on
racial or religious discrimination.
CHAPTER II JURISDICTION
Article 3
1. The State of registration of the aircraft is
competent to exercise jurisdiction over offences and
acts committed on board.
2. Each Contracting State shall take such measures as
may be necessary to establish its jurisdiction as the
State of registration over offences committed on

board aircraft registered in such State.
3. This Convention does not exclude any criminal
jurisdiction exercised in accordance with national
law.
Article 4
A Contracting State which is not the State of
registration may not interfere with an aircraft in flight
in order to exercise its criminal jurisdiction over an
offence committed on board except in the following
cases:
(a) the offence has effect on the territory of such
State;
(b) the offence has been committed by or against a
national or permanent resident of such State;
(c) the offence is against the security of such State;
(d) the offence consists of a breach of any rules or
regulations relating to the flight or manoeuvre of
aircraft in force in such State;
(e) the exercise of jurisdiction is necessary to ensure
the observance of any obligation of such State under
a multilateral international agreement.
CHAPTER III POWERS OF THE AIRCRAFT
COMMANDER
Article 5
1. The provisions of this Chapter shall not apply to
offences and acts committed or about to be
committed by a person on board an aircraft in flight
in the airspace of the State of registration or over the
high seas or any other area outside the territory of
any State unless the last point of takeoff or the next
point of intended landing is situated in a State other
than that of registration, or the aircraft subsequently
flies in the airspace of a State other than that of
registration with such person still on board.
2. Notwithstanding the provisions of Article 1,
paragraph 3, an aircraft shall for the purposes of this
Chapter, be considered to be in flight at any time
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from the moment when all its external doors are
closed following embarkation until the moment when
any such door is opened for disembarkation. In the
case of a forced landing, the provisions of this
Chapter shall continue to apply with respect to
offences and acts committed on board until
competent authorities of a State take over the
responsibility for the aircraft and for the persons and
property on board.
Article 6
1. The aircraft commander may, when he has
reasonable grounds to believe that a person has
committed, or is about to commit, on board the
aircraft, an offence or act contemplated in Article 1,
paragraph 1, impose upon such person reasonable
measures including restraint which are necessary:
(a) to protect the safety of the aircraft, or of persons
or property therein; or
(b) to maintain good order and discipline on board;
or
(c) to enable him to deliver such person to
competent authorities or to disembark him in
accordance with the provisions of this Chapter.
2. The aircraft commander may require or authorize
the assistance of other crew members and may
request or authorize, but not require, the assistance
of passengers to restrain any person whom he is
entitled to restrain. Any crew member or passenger
may also take reasonable preventive measures
without such authorization when he has reasonable
grounds to believe that such action is immediately
necessary to protect the safety of the aircraft, or of
persons or property therein.
Article 7
1. Measures of restraint imposed upon a person in
accordance with Article 6 shall not be continued
beyond any point at which the aircraft lands unless:
(a) such point is in the territory of a non-Contracting
State and its authorities refuse to permit
disembarkation of that person or those measures
have been imposed in accordance with Article 6,
paragraph 1(c) in order to enable his delivery to
competent authorities;
(b) the aircraft makes a forced landing and the

aircraft commander is unable to deliver that person
to competent authorities; or
(c) that person agrees to onward carriage under
restraint.
2. The aircraft commander shall as soon as
practicable, and if possible before landing in the
territory of a State with a person on board who has
been placed under restraint in accordance with the
provisions of Article 6, notify the authorities of such
State of the fact that a person on board is under
restraint and of the reasons for such restraint.
Article 8
1. The aircraft commander may, in so far as it is
necessary for the purpose of subparagraph (a) or (b)
or paragraph 1 of Article 6, disembark in the territory
of any State in which the aircraft lands any person
who he has reasonable grounds to believe has
aircraft an act contemplated in Article 1, paragraph
1(b).
2. The aircraft commander shall report to the
authorities of the State in which he disembarks any
person pursuant to this Article, the fact of, and the
reasons for, such disembarkation.
Article 9
1. The aircraft commander may deliver to the
competent authorities of any Contracting State in the
territory of which the aircraft lands any person who
he has reasonable grounds to believe has committed
on board the aircraft an act which, in his opinion, is a
serious offence according to the penal law of the
State of registration of the aircraft.
practicable and if possible before landing in the
territory of a Contracting State with a person on
board whom the aircraft commander intends to
deliver in accordance with the preceding paragraph,
notify the authorities of such State of his intention to
deliver such person and the reasons therefor.
3. The aircraft commander shall furnish the
authorities to whom any suspected offender is
delivered in accordance with the provisions of this
Article with evidence and information which, under
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the law of the State of registration of the aircraft, are
lawfully in his possession.
Article 10
For actions taken in accordance with this Convention,
neither the aircraft commander, any other member
of the crew, any passenger, the owner or operator of
the aircraft, nor the person on whose behalf the
flight was performed shall be held responsible in any
proceeding on account of the treatment undergone
by the person against whom the actions were taken.
CHAPTER IV UNLAWFUL SEIZURE OF AIRCRAFT
Article 11
1. When a person on board has unlawfully committed
by force or threat thereof an act of interference,
seizure, or other wrongful exercise of control of an
aircraft in flight or when such an act is about to be
committed, Contracting States shall take all
appropriate measures to restore control of the
aircraft to its lawful commander or to preserve his
control of the aircraft.
2. In the cases contemplated in the preceding
paragraph, the Contracting State in which the aircraft
lands shall permit its passengers and crew to
continue their journey as soon as practicable, and
shall return the aircraft and its cargo to the persons
lawfully entitled to possession.
CHAPTER V POWERS AND DUTIES OF STATES
Article 12
Any Contracting State shall allow the commander of
an aircraft registered in another Contracting State to
disembark any person pursuant to Article 8,
paragraph 1.
Article 13
1. Any Contracting State shall take delivery of any
person whom the aircraft commander delivers
pursuant to Article 9, paragraph 1.
2. Upon being satisfied that the circumstances so
warrant, any Contracting State shall take custody or
other measures to ensure the presence of any person
suspected of an act contemplated in Article 11,
paragraph 1 and of any person of whom it has taken
delivery. The custody and other measures shall be as
provided in the law of that State but may only be
continued for such time as is reasonably necessary to

enable any criminal or extradition proceedings to be
instituted.
3. Any person in custody pursuant to the previous
paragraph shall be assisted in communicating
immediately with the nearest appropriate
representative of the State of which he is a national.
4. Any Contracting State, to which a person is
delivered pursuant to Article 9, paragraph 1, or in
whose territory an aircraft lands following the
commission of an act contemplated in Article 11,
paragraph 1, shall immediately make a preliminary
enquiry into the facts.
5. When a State, pursuant to this Article, has taken a
person into custody, it shall immediately notify the
State of registration of the aircraft and the State of
nationality of the detained person and, if it considers
it advisable, any other interested State of the fact
that such person is in custody and of the
circumstances which warrant his detention. The State
which makes the preliminary enquiry contemplated
in paragraph 4 of this Article shall promptly report its
findings to the said States and shall indicate whether
it intends to exercise jurisdiction.
Article 14
1. When any person has been disembarked in
accordance with Article 8, paragraph 1, or delivered
in accordance with Article 9, paragraph 1, or has
disembarked after committing an act contemplated
in Article 11, paragraph 1, and when such person
cannot or does not desire to continue his journey and
the State of landing refuses to admit him, that State
may, if the person in question is not a national or
permanent resident of that State, return him to the
territory of the State of which he is a national or
permanent resident or to the territory of the State in
which he began his journey by air.
2. Neither disembarkation, nor delivery, not the
taking of custody or other measures contemplated in
Article 13, paragraph 2, nor return of the person
concerned, shall be considered as admission to the
territory of the Contracting State concerned for the
purpose of its law relating to entry or admission of
persons and nothing in this Convention shall affect
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the law of a Contracting State relating to the
expulsion of persons from its territory.
Article 15
1. Without prejudice to Article 14, any person who
has been disembarked in accordance with Article 8,
paragraph 1, or delivered in accordance with Article 9,
paragraph 1, or has disembarked after committing an
act contemplated in Article 11, paragraph 1, and who
desires to continue his journey shall be at liberty as
soon as practicable to proceed to any destination of
his choice unless his presence is required by the law
of the State of landing for the purpose of extradition
or criminal proceedings.
2. Without prejudice to its law as to entry and
admission to, and extradition and expulsion from its
territory, a Contracting State in whose territory a
person has been disembarked in accordance with
Article 8, paragraph 1, or delivered in accordance
with Article 9, paragraph 1 or has disembarked and is
suspected of having committed an act contemplated
in Article 11, paragraph 1, shall accord to such person
treatment which is no less favourable for his
protection and security than that accorded to
nationals of such Contracting State in like
circumstances.
CHAPTER VI OTHER PROVISIONS
Article 16
1. Offences committed on aircraft registered in a
Contracting State shall be treated, for the purpose of
extradition, as if they had been committed not only
in the place in which they have occurred but also in
the territory of the State of registration of the
aircraft.
2. Without prejudice to the provisions of the
preceding paragraph, nothing in this Convention shall
be deemed to create an obligation to grant
extradition.
Article 17
In taking any measures for investigation or arrest or
otherwise exercising jurisdiction in connection with
any offence committed on board an aircraft the
Contracting States shall pay due regard to the safety
and other interests of air navigation and shall so act
as to avoid unnecessary delay of the aircraft,

passengers, crew or cargo.
Article 18
If Contracting States establish joint air transport
operating organizations or international operating
agencies, which operate aircraft not registered in any
one State those States shall, according to the
circumstances of the case, designate the State among
them which, for the purposes of this Convention,
shall be considered as the State of registration and
shall give notice thereof to the International Civil
Aviation Organization which shall communicate the
notice to all States Parties to this Convention.
CHAPTER VII FINAL CLAUSES
Article 19
Until the date on which this Convention comes into
force in accordance with the provisions of Article 21,
it shall remain open for signature on behalf of any
State which at that date is a Member of the United
Nations or of any of the Specialized Agencies.
Article 20
1. This Convention shall be subject to ratification by
the signatory States in accordance with their
constitutional procedures.
2. The instruments of ratification shall be deposited
with the International Civil Aviation Organization.
Article 21
1. As soon as twelve of the signatory States have
deposited their instruments of ratification of this
Convention, it shall come into force between them
on the ninetieth day after the date of the deposit of
the twelfth instrument of ratification. It shall come
into force for each State ratifying thereafter on the
ninetieth day after the deposit of its instrument of
ratification.
2. As soon as this Convention comes into force, it
shall be registered with the Secretary-General of the
United Nations by the International Civil Aviation
Organization.
Article 22
1. This Convention shall, after it has come into force,
be open for accession by any State Member of the
United Nations or of any of the Specialized Agencies.
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2. The accession of a State shall be effected by the
deposit of an instrument of accession with the
International Civil Aviation Organization and shall
take effect on the ninetieth day after the date of such
deposit.
Article 23
1. Any Contracting State may denounce this
Convention by notification addressed to the
International Civil Aviation Organization.
2. Denunciation shall take effect six months after the
date of receipt by the International Civil Aviation
Organization of the notification of denunciation.
Article 24
1. Any dispute between two or more Contracting
States concerning the interpretation or application of
this Convention which cannot be settled through
negotiation, shall, at the request of one of them, be
submitted to arbitration. If within six months from
the date of the request for arbitration the Parties are
unable to agree on the organization of the arbitration,
any one of those Parties may refer the dispute to the
International Court of Justice by request in
conformity with the Statute of the Court.
2. Each State may at the time of signature or
ratification of this Convention or accession thereto,
declare that it does not consider itself bound by the
preceding paragraph. The other Contracting States
shall not be bound by the preceding paragraph with
respect to any Contracting State having made such a
reservation.
3. Any Contracting State having made a reservation in
accordance with the preceding paragraph may at any
time withdraw this reservation by notification to the
International Civil Aviation Organization.
Article 25
Except as provided in Article 24 no reservation may
be made to this Convention.
Article 26
The International Civil Aviation Organization shall
give notice to all States Members of the United
Nations or of any of the Specialized
Agencies:
(a) of any signature of this Convention and the date
thereof;
(b) of the deposit of any instrument of ratification or
accession and the date thereof;
(c) of the date on which this Convention comes into
force in accordance with Article 21, paragraph 1;
(d) of the receipt of any notification of denunciation
and the date thereof; and
(e) of the receipt of any declaration or notification
made under Article 24 and the date thereof.
IN
WITNESS
WHEREOF
the
undersigned
Plenipotentiaries, having been duly authorized, have
signed this Convention.
DONE at Tokyo on the fourteenth day of September
One Thousand Nine Hundred and Sixty-three in three
authentic texts drawn up in the English, French and
Spanish languages.
This Convention shall be deposited with the
International Civil Aviation Organization with which,
in accordance with Article 19, it shall remain open for
signature and the said Organization shall send
certified copies thereof to all States Members of the
United Nations or of any Specialized Agency.
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APPENDIX I Montreal Protocol 2014

PROTOCOL TO AMEND THE CONVENTION ON OFFENCES AND CERTAIN OTHER ACTS COMMITTED ON
BOARD AIRCRAFT
THE CONTRACTING STATES TO THIS PROTOCOL,
NOTING that States have expressed their concern about the escalation of the severity and frequency of
unruly behaviour on board aircraft that may jeopardize the safety of the aircraft or of persons or
property therein or jeopardize good order and discipline on board;
RECOGNIZING the desire of many States to assist each other in curbing unruly behaviour and restoring
good order and discipline on board aircraft;
BELIEVING that in order to address these concerns, it is necessary to adopt provisions to amend those of
the Convention on Offences and Certain Other Acts Committed on Board Aircraft signed at Tokyo on 14
September 1963;
HAVE AGREED AS FOLLOWS:
Article I
This Protocol amends the Convention on Offences
and Certain Other Acts Committed on Board Aircraft,
signed at Tokyo on 14 September 1963 (hereinafter
referred to as the Convention).
Article II
Article 1, paragraph 3, of the Convention shall be
replaced by the following:
Article 1
3. For the purposes of this Convention:
a) an aircraft is considered to be in flight at any time
from the moment when all its external doors are
closed following embarkation until the moment when
any such door is opened for disembarkation; in the
case of a forced landing, the flight shall be deemed to
continue until the competent authorities take over
the responsibility for the aircraft and for persons and
property on board; and
b) when the State of the operator is not the same as
the State of registration, the term the State of
registration, as used in Articles 4, 5 and 13 of this
Convention shall be deemed to be the State of the
operator.
Article III
Article 2 of the Convention shall be replaced by the

following:
Article 2
Without prejudice to the provisions of Article 4 and
except when the safety of the aircraft or of persons
or property on board so requires, no provision of this
Convention shall be interpreted as authorizing or
requiring any action in respect of offences against
penal laws of a political nature or those based on
discrimination on any ground such as race, religion,
nationality, ethnic origin, political opinion or gender.
Article IV
following:
Article 3
1. The State of registration of the aircraft is
competent to exercise jurisdiction over offences and
acts committed on board.
1 bis. A State is also competent to exercise
jurisdiction over offences and acts committed on
board:
a) as the State of landing, when the aircraft on board
which the offence or act is committed lands in its
territory with the alleged offender still on board; and
b) as the State of the operator, when the offence or
act is committed on board an aircraft leased without
crew to a lessee whose principal place of business or,
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if the lessee has no such place of business, whose
permanent residence, is in that State.
2. Each Contracting State shall take such measures as
may be necessary to establish its jurisdiction as the
State of registration over offences committed on
board aircraft registered in such State.
2 bis. Each Contracting State shall also take such
measures as may be necessary to establish its
jurisdiction over offences committed on board
aircraft in the following cases:
a) as the State of landing, when:
(i) the aircraft on board which the offence is
committed has its last point of take-off or next point
of intended landing within its territory, and the
aircraft subsequently lands in its territory with the
alleged offender still on board; and
(ii) the safety of the aircraft or of persons or property
therein, or good order and discipline on board, is
jeopardised;
b) as the State of the operator, when the offence is
committed on board an aircraft leased without crew
to a lessee whose principal place of business or, if the
lessee has no such place of business, whose
permanent residence, is in that State.
2 ter. In exercising its jurisdiction as State of landing,
a State shall consider whether the offence in
question is an offence in the State of the operator.
3. This Convention does not exclude any criminal
jurisdiction exercised in accordance with national
law.
Article V
The following shall be added as Article 3 bis of the
Convention:
Article 3 bis
If a Contracting State, exercising its jurisdiction under
Article 3, has been notified or has otherwise learned
that one or more other Contracting States are
conducting an investigation, prosecution or judicial
proceeding in respect of the same offences or acts,
that Contracting State shall, as appropriate, consult
those other Contracting States with a view to
coordinating their actions. The obligations in this
Article are without prejudice to the obligations of a
Contracting State under Article 13.
Article VI
deleted.
Article VII
following:
Article 6
1. The aircraft commander may, when he has
reasonable grounds to believe that a person has
aircraft, an offence or act contemplated in Article 1,
paragraph 1, impose upon such person reasonable
measures including restraint which are necessary:
a) to protect the safety of the aircraft, or of persons
or property therein; or
b) to maintain good order and discipline on board; or
c) to enable him to deliver such person to competent
authorities or to disembark him in accordance with
the provisions of this Chapter.
2. The aircraft commander may require or authorize
the assistance of other crew members and may
request or authorize, but not require, the assistance
of in-flight security officers or passengers to restrain
any person whom he is entitled to restrain. Any crew
member or passenger may also take reasonable
preventive measures without such authorization
when he has reasonable grounds to believe that such
action is immediately necessary to protect the safety
of the aircraft, or of persons or property therein.
3. An in-flight security officer deployed pursuant to a
bilateral or multilateral agreement or arrangement
between the relevant Contracting States may take
reasonable preventive measures without such
authorization when he has reasonable grounds to
believe that such action is immediately necessary to
protect the safety of the aircraft or persons therein
from an act of unlawful interference, and, if the
agreement or arrangement so allows, from the
commission of serious offences.
4. Nothing in this Convention shall be deemed to
create an obligation for a Contracting State to
establish an in-flight security officer programme or to
agree to a bilateral or multilateral agreement or
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arrangement authorizing foreign in-flight security
officers to operate in its territory.
Article VIII
following:
Article 9
1. The aircraft commander may deliver to the
competent authorities of any Contracting State in the
territory of which the aircraft lands any person who
he has reasonable grounds to believe has committed
on board the aircraft an act which, in his opinion, is a
serious offence.
practicable and if possible before landing in the
territory of a Contracting State with a person on
board whom the aircraft commander intends to
deliver in accordance with the preceding paragraph,
notify the authorities of such State of his intention to
deliver such person and the reasons therefor.
3. The aircraft commander shall furnish the
authorities to whom any suspected offender is
delivered in accordance with the provisions of this
Article with evidence and information which are
lawfully in his possession
Article IX
following:
Article 10
For actions taken in accordance with this Convention,
neither the aircraft commander, any other member
of the crew, any passenger, any in-flight security
officer, the owner or operator of the aircraft, nor the
person on whose behalf the flight was performed
shall be held responsible in any proceeding on
account of the treatment undergone by the person
against whom the actions were taken.
Article X
Convention:
Article 15 bis
1. Each Contracting State is encouraged to take such

measures as may be necessary to initiate appropriate
criminal, administrative or any other forms of legal
proceedings against any person who commits on
board an aircraft an offence or act referred to in
Article 1, paragraph 1, in particular:
a) physical assault or a threat to commit such assault
against a crew member; or
b) refusal to follow a lawful instruction given by or on
behalf of the aircraft commander for the purpose of
protecting the safety of the aircraft or of persons or
property therein.
2. Nothing in this Convention shall affect the right of
each Contracting State to introduce or maintain in its
national legislation appropriate measures in order to
punish unruly and disruptive acts committed on
board.
Article XI
replaced by the following:
Article 16
1. Offences committed on board aircraft shall be
treated, for the purpose of extradition between the
Contracting States, as if they had been committed
not only in the place in which they occurred but also
in the territories of the Contracting States required to
establish their jurisdiction in accordance with
paragraphs 2 and 2 bis of Article 3.
Article XII
following:
Article 17
1. In taking any measures for investigation or arrest
or otherwise exercising jurisdiction in connection
with any offence committed on board an aircraft, the
Contracting States shall pay due regard to the safety
and other interests of air navigation and shall so act
as to avoid unnecessary delay of the aircraft,
passengers, crew or cargo.
2. Each Contracting State, when fulfilling its
obligations, or exercising a permitted discretion
under this Convention, shall act in accordance with
the obligations and responsibilities of States under
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international law. In this respect, each Contracting
State shall have regard for the principles of due
process and fair treatment.
Article XIII
Convention:
Article 18 bis
Nothing in this Convention shall preclude any right to
seek the recovery, under national law, of damages
incurred, from a person disembarked or delivered
pursuant to Article 8 or 9 respectively.
Article XIV
The texts of the Convention in the Arabic, Chinese
and Russian languages annexed to this Protocol shall,
together with the texts of the Convention in the
English, French and Spanish languages, constitute
texts equally authentic in the six languages.
Article XV
As between the Contracting States to this Protocol,
the Convention and this Protocol shall be read and
interpreted together as one single instrument and
shall be known as the Tokyo Convention as amended
by the Montral Protocol, 2014.
Article XVI
This Protocol shall be open for signature in Montral
on 4 April 2014 by States participating in the
International Air Law Conference held at Montral
from 26 March to 4 April 2014. After 4 April 2014,
this Protocol shall be open to all States for signature
at the Headquarters of the International Civil Aviation
Organization in Montral until it enters into force in
accordance with Article XVIII.
Article XVII
1. This Protocol is subject to ratification, acceptance
or approval by the signatory States. The instruments
of ratification, acceptance or approval shall be
deposited with the Secretary General of the
International Civil Aviation Organization, who is
hereby designated as the Depositary.
2. Any State which does not ratify, accept or approve

this Protocol in accordance with paragraph 1 of this
Article may accede to it at any time. The instruments
of accession shall be deposited with the Depositary.
3. Ratification, acceptance, approval or accession to
this Protocol by any State which is not a Contracting
State to the Convention shall have the effect of
ratification, acceptance, approval or accession to the
Tokyo Convention as amended by the Montral
Protocol, 2014.
Article XVIII
1. This Protocol shall enter into force on the first day
of the second month following the date of the
deposit of the twenty-second instrument of
ratification, acceptance, approval or accession with
the Depositary.
2. For each State ratifying, accepting, approving or
acceding to this Protocol after the deposit of the
twenty-second instrument of ratification, acceptance,
approval or accession, this Protocol shall enter into
force on the first day of the second month following
the date of the deposit by such State of its
instrument of ratification, acceptance, approval or
accession.
3. As soon as this Protocol enters into force, it shall
be registered with the United Nations by the
Depositary.
Article XIX
1. Any Contracting States may denounce this Protocol
by written notification to the Depositary.
2. Denunciation shall take effect one year following
the date on which notification is received by the
Depositary.
Article XX
The Depositary shall promptly notify all signatory and
Contracting States to this Protocol of the date of each
signature, the date of deposit of each instrument of
ratification, acceptance, approval or accession, the
date of coming into force of this Protocol, and other
relevant information.
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IN
WITNESS
WHEREOF
the
undersigned
Plenipotentiaries, having been duly authorized, have
signed this Protocol.
DONE at Montral on the fourth day of April of the
year Two Thousand and Fourteen in the English,
Arabic, Chinese, French, Russian and Spanish
languages, all texts being equally authentic, such
authenticity to take effect upon verification by the
Secretariat of the Conference under the authority of
the President of the Conference within ninety days
hereof as to the conformity of the texts with one
another. This Protocol shall be deposited with the
International Civil Aviation Organization, and certified
copies thereof shall be transmitted by the Depositary
to all Contracting States to this Protocol.
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APPENDIX J IATA AGM Resolution on Unruly Passengers

The AGM resolution was adopted unanimously during IATAs 70th Annual General Meeting on 2 June,
2014 in Doha, Qatar.
WHEREAS member airlines reaffirm their commitment to a safe and comfortable travel experience for
all passengers;
RECOGNIZING that passengers are legally obliged to observe crew instructions and certain rules of
conduct to ensure safety, good order and discipline on board aircraft;
EXPRESSING CONCERN at an increase in the number of unruly and disruptive events on board aircraft
reported in recent years, including many serious offenses against crew and passengers;
ACKNOWLEDGING that such events may have grave implications for safety and security, as well as
significant additional cost and delay for airline operations;
NOTING that the Tokyo Convention 1963, as amended by the recently adopted Montreal Protocol 2014,
addresses many of the international legal aspects of this problem;
EMPHASIZING that a united approach between governments and industry would better deter future
instances of unruly and disruptive behavior;
The 70th IATA Annual General Meeting:

1. Calls upon all States to become parties to the Montreal Protocol 2014 as soon as possible;
2. Endorses the IATA Core Principles on Unruly Passengers;
3. Urges governments and national authorities to consider robust policy responses to the serious
problem of unruly passengers and, where appropriate, initiate criminal or other proceedings
against offenders; and
4. Calls upon all member airlines to utilize IATA Recommended Practice 1798a and the IATA
Guidance on Unruly Passenger Prevention and Management.
IATA CORE PRINCIPLES ON UNRULY PASSENGERS

1. The Tokyo Convention 1963 as amended by the Montreal Protocol 2014 is a modern and
effective international legal framework to deal with unruly and disruptive behavior on board
aircraft. Therefore, States should ratify the Montreal Protocol 2014 and implement
consequential changes to national legislation as soon as possible;
2. As an important complementary measure, governments should consider legislation to establish
jurisdiction over offenses and acts committed on board foreign civil aircraft that subsequently
land in their territory with an offender still on board;
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3. Governments should apply ICAO Circular 288 Guidance Material on the Legal Aspects of
Unruly/Disruptive Passengers, and any subsequent updates thereto, as a guide for the
development of national legislation;
4. Governments and national authorities should seek to raise public awareness of the
consequences resulting from a failure to follow crew instructions or other behavior which
disturbs good order and discipline on board aircraft;
5. Where not already in place, member airlines should implement a policy for the consistent and
effective handling of unruly passengers that reflects IATA Recommended Practice 1798a and the
IATA Guidance on Unruly Passenger Prevention and Management;
6. Member airlines should develop appropriate training programs for crew and ground service
personnel that focus on prevention and management and include components dealing with the
responsible service of alcohol (where applicable) and conflict de-escalation techniques;
7. Member airlines should clearly communicate to passengers the consequences and sanctions
applicable to unruly and disruptive behavior on board aircraft, generally and through the use of
graduated warnings, as appropriate in specific cases; and
8. Airport operators, airport concessionaires and security providers are urged to engage with
industry efforts by establishing procedures in respect of unruly and disruptive behavior and, in
particular, reporting their relevant observations about conduct on the ground.
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APPENDIX K Sample Passenger Awareness Leaflet
Enjoy your flight

and allow others
to enjoy theirs!
Welcome on board!
We hope that you will enjoy your flight and of
course allow others to enjoy theirs.
Rosario, 41,
is on a disaster
relief mission for
UNICEF.
Dina, 21, is
part of a university
cultural exchange
program.
Kay-li, 26, is a
medical researcher
on a field-work
assignment.
All passengers have the right to safe, secure and

comfortable travel on board our aircraft. Unruly
or disruptive behavior would ruin this experience
and could also be traumatizing for
passengers or crew.
Komi, 32, is a
farmer taking his
cargo of flowers to
market and visiting
new clients.
Unruly behavior prior to flight:

If unruly or disruptive behavior is noticed prior to
the flight, please be aware that transport may
be denied.
Unruly behavior during the flight:

If such behavior is demonstrated during the
flight, please be aware that there may be serious
consequences to these actions. The aircraft may
divert and make an unscheduled landing, the
authorities may meet the flight, and the person
responsible for the unruly or disruptive behavior
may be arrested, fined, charged and/or
prosecuted.
It is for this reason that we ask all passengers
to always:
1. Follow crewmember instructions promptly;
2. Respect your crewmembers and fellow
passengers;
3. Behave in a safe and appropriate manner;
4. Refrain from endangering the safety of the
aircraft or its occupants.
Raj, 35, is off

to the U.S.A to
do a Masters in
Geology.
Solveig, 29,
has seen the
world, working for
her airline.
Carole, 73,
is travelling to
Cambodia with
her best friend.
Sione, 38, is
leaving his island
to find medical
care abroad.
Khaled, 46, is
a construction
materials trader
visiting a client.
Hazel, 54, is
moving abroad
to start a new
nursing job.
Offences and other

acts committed
on board aircraft
Under the [insert applicable law(s) and/or regulation(s)] the following are considered as unacceptable behaviors on board:
1. Assault and Other Acts of Interference
Against a Crew Member on Board
a Civil Aircraft
2. Assault and Other Acts Endangering
Safety or Jeopardizing Good Order and
Discipline on Board a Civil Aircraft
Offenses to avoid:
Assaulting,
intimidating,
threatening a
crew member
or passenger
Smoking
anywhere on
board, including
in the lavatories
Refusing
to follow
instructions
from the crew
Tampering with
the smoke
detectors
Intoxicated or
disorderly conduct
or consuming
alcohol which was
not provided by
crew members
Using a portable
electronic device
when not permitted to do so
Engaging or
displaying in any
indecent or
lewd behavior
Removing or
damaging safety
or emergency
equipment,
the aircraft or
property on board
3. Other Offences Committed on Board

a Civil Aircraft
Examples of these offences or acts include:

Harassment
Verbal abuse
Physical assault
Sexual offences and/or lewd behavior
Intimidating behavior
Intoxication or disorderly conduct
Refusing to follow crew instructions
Ignoring smoking regulations
Tampering with smoke detectors
Damaging the aircraft or on board equipment
(includes theft)
Endangering an aircraft occupant and/or the
safety of flight
Using a portable electronic device when
prohibited to do so
EMERGENCY

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Guidance on Unruly

IATA UNRULY PASSENGER PREVENTION AND MANAGEMENT 2

EDITION, JANUARY 2015

IATA UNRULY PASSENGER PREVENTION AND MANAGEMENT 2

EDITION, JANUARY 2015

IATA UNRULY PASSENGER PREVENTION AND MANAGEMENT 2

EDITION, JANUARY 2015

IATA UNRULY PASSENGER PREVENTION AND MANAGEMENT 2

EDITION, JANUARY 2015

0.0 ABBREVIATIONS AND GLOSSARY OF TERMS

Able Bodied Person

As Low As Reasonably Practicable

Air Traffic Control

International Civil Aviation Organization

IATA Operational Safety Audit

IOSA Standards and Recommended Practices

National Aviation Authority

Passenger Name Record

Standards and Recommended Practices

Senior Cabin Crew Member

Standard Operating Procedures

IATA UNRULY PASSENGER PREVENTION AND MANAGEMENT 2

EDITION, JANUARY 2015

Evaluate Safety and/or Security Risks;

IATA UNRULY PASSENGER PREVENTION AND MANAGEMENT 2

EDITION, JANUARY 2015

From arrival at the airport to the passenger cabin

IATA UNRULY PASSENGER PREVENTION AND MANAGEMENT 2

EDITION, JANUARY 2015

Towards more safety and less cost

IATA UNRULY PASSENGER PREVENTION AND MANAGEMENT 2

EDITION, JANUARY 2015

IATA UNRULY PASSENGER PREVENTION AND MANAGEMENT 2

EDITION, JANUARY 2015

IATA UNRULY PASSENGER PREVENTION AND MANAGEMENT 2

EDITION, JANUARY 2015

IATA UNRULY PASSENGER PREVENTION AND MANAGEMENT 2

EDITION, JANUARY 2015

2.2 Definition of Unruly and Disruptive Passenger

Illegal consumption of narcotics;

IATA UNRULY PASSENGER PREVENTION AND MANAGEMENT 2

EDITION, JANUARY 2015

3.0 PREVENTING AND MANAGING UNRULY BEHAVIOR

Inadequate or non-adherence to SOPs

Distracting cabin crew from safety related

IATA UNRULY PASSENGER PREVENTION AND MANAGEMENT 2

EDITION, JANUARY 2015

3.2 Establishment of Standard Operating Procedures

Zero Tolerance Unruly Passenger policy;

3.3 Company Policy

IATA UNRULY PASSENGER PREVENTION AND MANAGEMENT 2

EDITION, JANUARY 2015

3.3.2 Creating a Policy

Policies may include provisions:

The policy may also address issues of: