An increase in the number of unruly passengers is expected, added the DGCA (Representation)
New Delhi:
Aviation regulator DGCA on Wednesday released new rules for airlines and their cabin crew members for handling unruly passengers on board, stating that increased stress on passengers due to new procedures in place in the middle of the COVID-19 pandemic could lead to an increase in disputes between them and cabin crew members.
Cabin crew members should be informed of new issues that may arise such as the refusal of passengers to wear masks or blankets in flight, fights between passengers because of their ethnic origin or country of residence or due to the presence of symptoms similar to those associated with COVID. -19, notes the DGCA in its circular.
“Operators (airlines) should define SOPs (standard operating procedures) for handling onboard unruly passengers in a COVID-19 environment,” said the Directorate General of Civil Aviation (DGCA).
An increase in unruly or disruptive passengers is to be expected, either before departure or in flight, he added.
The regulator has told airlines to communicate their policy on dealing with unruly passengers as widely as possible, including on its website, when purchasing tickets, checking in, etc.
For the identification, prevention and management of unruly passengers in the context of COVID-19, operators should develop flight procedures to manage these situations and develop “associated training procedures” to train and educate cabin crew , said the DGCA.
“Due to operations in the COVID-19 environment, there may be an increase in passenger stress due to new processes in place which may lead to increased conflicts between passengers or with the crew,” noted the DGCA.
“Such behavior, in the context of the pressures imposed by the COVID-19 pandemic, can be less aggressive or intrusive than the unruly behavior normally presented, hence additional attention and measures must be devoted to prevention and handling unruly passengers, “he adds. Noted.
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