After Shiv Sena MP’s ruckus, CISF to draw set of rules to deal with unruly passengers

CISF is preparing a list of dos and dont’s for its staff and personnel have been asked not to use force, unless the passenger is a security threat. The civil aviation ministry has also proposed a three-tier rules for a national no-fly list in an attempt to crackdown on ill-mannered passengers and powerful politicians who often abuse and bully staff for convenience. The aviation ministry’s draft rules say any unruly behaviour will invite suspension from flying for a minimum of three months. The maximum penalty could be grounding for two years or more.

The United Airlines fiasco and the unruly behaviour of Shiv Sena MP Ravidra Gaikwad on board an Air India flight has forced the Central Industrial Security Force (CISF), the force responsible for airport security, to draw up their own set of standard operating procedures.

CISF is preparing a list of dos and donts for its staff and personnel have been asked not to use force, unless the passenger is a security threat. (Burhaan Kinu/HT file photo)

CISF is preparing a list of dos and donts for its staff and personnel have been asked not to use force, unless the passenger is a security threat.

“In case of unruly behaviour, the CISF is often called to escort the passenger out of the aircraft. We don’t want a situation where we have to drag a passenger out of a plane. We have briefed our staff not to interfere in cases were the airline has overbooked. This is their internal issue. But if a passenger turns violent, then the CISF will interfere,” said a CISF offical, requesting anonymity.

The civil aviation ministry has also proposed a three-tier rules for a national no-fly list in an attempt to crackdown on ill-mannered passengers and powerful politicians who often abuse and bully staff for convenience.

The aviation ministry’s draft rules say any unruly behaviour will invite suspension from flying for a minimum of three months. The maximum penalty could be grounding for two years or more.

Sources said that argument between security staff and passengers have been on the rise of late. The CISF, hence, also trains its staff on ‘how to handle irate passengers’.

Since, Delhi airport handles the highest number of passengers and most VIPs travel from IGI airport, the training aims to inform CISF staff about the stress passengers might be facing.

“Sometimes there is a language problem with our staff and many a times passengers are in a foul mood. We have told our staff what kind of stress passengers could be in. It could be financial or domestic. Our staff have been instructed to maintain their calm. For this we are training over 4,500 men on how to handle a passenger who is rude or is getting angry,” said a senior CISF official.

The force is worried over the growing trend of air rage, where a commuter enters into an argument with security personnel. On an average, CISF receives 20 complaints from commuters about rude behavior of its staff every month.

CISF had recently conducted a feedback survey too and most passengers expressed satisfaction with the overall functioning of its personnel. On the behaviour of CISF personnel, 87 percent rated it between good to excellent.