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CSC 1 of 2020

The Civil Aviation Department of India issued a Cabin Safety Circular addressing the handling of unruly passengers during the COVID-19 pandemic. It emphasizes the need for operators to develop procedures and training for cabin crew to manage increased disputes and ensure compliance with health guidelines. The circular applies to all Indian air transport operators and recommends clear communication of policies regarding unruly passenger management.

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8 views2 pages

CSC 1 of 2020

The Civil Aviation Department of India issued a Cabin Safety Circular addressing the handling of unruly passengers during the COVID-19 pandemic. It emphasizes the need for operators to develop procedures and training for cabin crew to manage increased disputes and ensure compliance with health guidelines. The circular applies to all Indian air transport operators and recommends clear communication of policies regarding unruly passenger management.

Uploaded by

RaviChandra
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We take content rights seriously. If you suspect this is your content, claim it here.
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GOVERNMENT OF INDIA

CIVIL AVIATION DEPARTMENT CSC 01 of 2020


DIRECTOR GENERAL OF CIVIL AVIATION Dated: 24th June 2020

CABIN SAFETY CIRCULAR


File No AV-22035/Cabin Safety/2020-FSD

Subject: On-board Handling of Unruly Passengers in times of COVID 19

1. INTRODUCTION

CAR Section 3 Series M Part VI provides requirements on handling of unruly


passengers. However, due to the operations in Covid19 environment, there may
be increased stress imposed on passengers due new processes in place which
may lead to increased disputes between passengers or with the crew. An increase
in cases of unruly or disruptive passengers should be expected, either prior to
departure or inflight. Such behaviour, in the context of pressures imposed by Covid
19 pandemic, may be less aggressive or intrusive than the normally exhibited
unruly behaviour, hence extra attention and steps need to be devoted for the
prevention and management of unruly passengers.

2. PURPOSE

For identification, prevention and management of unruly passengers in the context


of COVID19, operators should develop inflight procedures to manage such
situations and develop associated training procedures to train and sensitise the
cabin crew.

3. APPLICABILITY

This Operations Circular is applicable to all Indian operators engaged in air


transport services.

1
4. RECOMMENDED PROCEDURES/ RESPONSIBILITY OF THE OPERATOR

Cabin crew should be made aware of new issues, which may be encountered on-
board including:

• Passengers refusing to continue wearing a face mask/ covering in-flight;


• Increase of disputes between passengers according to their ethnicity or country
of residence;
• Increased stresses imposed on passengers through airport processes and the
overall travel experience which may trigger exceptional responses inflight to
disputes or requests for compliance;
• Impact of distancing and health screening of passengers through airports which
may slow the passenger transit and increase the likelihood of missed
connections;
• Fear of infection which may cause more disputes between passengers due to
non-compliance or poor hygiene etiquette, or the presence of symptoms similar
to those associated with Covid-19.

The handling of on-board unruly passenger should include reiteration of the


enforcement mechanism of the operator.

Operators should develop inflight cabin crew training procedures to ensure


passengers adhere to the health and safety guidelines e.g. wearing face
mask/protective gear at all times on board the aeroplane and maintain high levels
of hygiene.

The operators should define SOP for on-board handling of Unruly passengers in
COVID19 environment.

Operators are advised to communicate their policy on handling unruly passengers


as widely as possible, including but not limited to publishing on their website, during
ticket purchase, check-in process (on-line, kiosks, check-in, agents, etc.).

Sd/
(Ravi Krishna)
Joint Director General

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