• Ari Ketola

Threatening Customers eLearning course

Incidents involving unruly passengers are an ongoing concern for airlines and authorities. They are happening in all parts of the world and in all travel classes.


Here's one example from the United States where the U.S. Department of Transportation's Federal Aviation Administration (FAA) has received over 3,500 reports of unruly behavior by passengers and proposed penalties of more than one million USD.


In order to increase awareness about unruly passenger behavior the FAA launched a Zero Tolerance public awareness campaign including training material to engage with airline passengers, flight attendants, pilots and travelers.


We at Airport College International, want to be involved in promoting the Zero Tolerance campaign and offer our clients an online eLearning course with 24/7 access.


How to identify early signals of potential disruptive situations?


We have designed an online eLearning course as to how to identify early signals of potential disruptive situations and how to handle these challenging customer service situations. Our unique Virtual Trainer simulations enable learners to practice these challenging situations in a safe and interactive environment.


This online eLearning 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.

Course content

  • Introduction

  • Preventive measures 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.

This course is designed for personnel working in:

  • Booking

  • Check-in

  • Gate Services

  • Lounges

  • Arrival services

  • Cabin Attendants

  • Other curstomer service roles

Certificate awarded

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

Course references

IATA Guidance on Unruly Passenger Prevention and Management.

We Offer Different Pricing Options


1. Pay Per Use

  • Access for one or more persons whenever needed

  • Discounted prices available for multiple purchases


2. Subscription

  • 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

Thousands of Passenger Handling Personnel Take Our Online Courses Every Year


Our online courses are used in more than 140 countries around the world. Airport College International is proud to offer online eLearning courses in several languages to support your company training needs.

We are actively looking for new clients and would like to provide you with our online training services.


Would You Like to Know More?


Please don’t hesitate to contact me for more information.


With best regards,

Pertti pertti.mero@airportcollege.com