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Threatening Customers eLearning

Incidents involving unruly passengers are an ongoing concern for airlines. They are happening in all parts of the world and in all classes of travel. And the fallout from each incident cuts across many aviation sectors, including safety, security, legal and flight operations.

There are different guidance and specifications related to company policy, procedures, and training. This eLearning course helps to identify early signals of potential disruptive situations and how to handle these challenging customer serviced situations.

Course Information

This course is designed for

  • Airline and ground handling personnel who work in direct, phone or online contact with customers. These include personnel working in booking, check-in, gate, lounge, tax-free shops, cabin and arrival services, etc.

Learning objectives

Upon completion of this course, a course participant will be able to:

  • understand what can trigger a customer’s aggression and the forms it can take.

  • identify threatening customer service situation.

  • know how to deal with threatening customers in service situations on the ground and in the air.

  • understand the importance of post-incident care.

Course content

  • Introduction

  • Preventive measurements for risks in the working environment

  • Facing a threatening customer

  • Practical real-life scenarios

  • Case 1 – Telephone service

  • Case 2 – Check-In

  • Case 3 – Passenger boarding at Gate

  • Case 4 – During Flight

  • Case 5 – During Flight

  • Case 6 – Arrival Service

  • Acting in and after a threatening situation

  • Course Summary

  • Final test

Course duration

Time required to study this course is 1 hour.

Certificate awarded

Upon successful completion of the final test, a participant will be awarded with an eCertificate.

Final test information
  • Final test delivery method: Non-supervised online test can be taken in the end of the course

  • Final test format: Multiple choice questions

  • Number of questions: 20 (drawn from a question bank)

  • Pass mark: 80% correct answers

Course references
  • IATA Guidance on Unruly Passenger Prevention and Management

Language versions
Final test information
  • English

  • Finnish




Click button below for special price!

per user

We offer different pricing options

Pay Per Use

  • Access for one or more persons whenever needed

  • Discounted prices available for multiple purchases


  • Priced by the number of employees and selected courses

  • Unlimited use of selected courses

  • Monthly subscription fee at discounted price

  • Dedicated training portal according to clients’ brand


Need some tailoring?

This course can be tailored on request with client specific content and look & feel.

Or fully tailored eLearning
courses for your company?

Tailor-made courses on any training subject are available on request at competitive price.


How to register?

This eLearning course is only available for companies, not for private individuals. Course is available in all locations globally 24/7. Course can be studied immediately after purchase.


To learn more about the prices and other details, please send email to

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