SUMMARY

Reducing and Managing Disruptive and Unruly Behavior in Airports: A Guide

Unruly behavior incidents in airports and in flight have received considerable media attention, whether due to the increasing number of incidents, the extent of the harm caused, or the increasing availability of sensationalized video footage of the events. Airports, air carriers, state and federal regulatory authorities, and international organizations have developed and implemented strategies to mitigate the number, severity, and impact of unruly behavior incidents in the aviation system. Despite these efforts, the number of incidents reported to the FAA remains well above pre-COVID figures and the severity of the incidents continues to escalate.

The FAA only tracks in-flight incidents, however, and there is limited understanding of the scope and impact of unruly behavior incidents in the airport. A review of published research, reports, and articles helped identify current approaches and strategies to prevent and manage unruly incidents in the aviation system and in other industries. The literature review confirmed that unruly behavior is not isolated to air travel, and other travel and leisure industries are also experiencing an increase in the number of incidents. Multiple aviation industry groups, federal agencies, and international organizations have published standards, guidelines, and recommendations to assist with the issue, showing improved collaboration, coordination, and information-sharing across the industry and the world. Interviews with aviation stakeholders confirmed the findings from the literature review and provided examples of strategies and approaches currently in place to minimize and prevent unruly incidents in airports.

The findings from the research indicate each unruly behavior incident is unique, based on several factors:

• Potential offender: anyone at the airport, e.g., passengers, aviation workers, non-airport-users.
• Potential root causes for the behavior: the research identified drugs and alcohol, stressors from air travel, and mental health problems as the three leading root causes for unruly behavior at airports across the United States.
• Location of the incident: dictates dispatch and response approach, including the public area, gate rooms, jetways, air carrier lounges, hold rooms, etc.

No two incidents are the same, even at the same airport. This creates a challenge for airports when determining the appropriate response to a call for service to an unruly incident. The challenge of addressing unruly behavior in airports is complex and multifaceted, with no single solution that fits all incident-response scenarios or circumstances.

While progress has been made in understanding and mitigating these behaviors, it is critical to continue developing preventive strategies, crisis intervention, and response

measures. Airports, air carriers, government, and other aviation stakeholders must continue to collaborate, share information, and refine approaches, tools, policies, and regulations based on evolving trends, the effectiveness of implemented measures, and the unique nature of each incident.

A holistic approach is necessary, combining enhanced training for airport and air carrier workers, adaptive policies, and environmental and biophilic facility design to create an environment that not only minimizes stressors and creates a sense of calm and tranquility, but also promotes a positive customer experience. By focusing on prevention, response, and recovery, airports can better manage unruly behavior incidents, ultimately improving safety, operational efficiency, and passenger satisfaction.

This document serves as a resource of strategies, measures, tools, and considerations for airports to prevent, manage, and mitigate unruly behavior incidents in their airports to foster a positive security and safety culture.