April 29, 2009

Passenger Misconduct: Data Deep Dive, Root

Cause….Drugs???Presented by: Vicki Jurgens

Safety, Health & Security Chairperson, Association of Flight AttendantsSandra Ingram

Manager, Onboard Safety & Security

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Agenda

Objective Data Review Overview of Consequences What’s Next?

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Objective

The purpose of today’s presentation is to raise awareness within the industry to a

potentially dangerous trend that is a result of combining alcohol with sleep aids

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Risk Management Process

Data ReviewAFA and UAL management including Onboard, Corporate Safety & Security

ProcessRisk mitigationContinued analysis

Communication Safety ManagementReview of current policies, procedures and training

Communication to frontline employees

Interface with TSA and FAA and other carriers through ATA

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Data Analysis Summary

2007

PIRC events 0

FASRS 1464

Related events 0

2008

PIRC events 2

FASRS 2883

Related events 8

2009

PIRC events 0

FASRS 616

Related events 2

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Actual Flight Attendant Observations

“Pax was apparently stuffing his cold cuts from the snack service into his shirt pocket.

Appeared to be lucid, but her response to Flight Attendant questions were slow. Doctor stated that Blood Pressure was unusually low. Symptoms mimicked alcohol consumption.”

“Bat her arms at us and was quite incoherent with her ranting. Pax is drunk and is using profanity, not able to stand on her own, described as appearing to be petite, fail elderly lady. She threw service items at other pax, pulled hair of another and swore at others. Didn't want her to hurt others, I (F/A ) was not able to perform duties and ensure a safe cabin as attention was on her. Pax became irate and physically assaulted 2 other pax. Took 6 helper pax to assist in restraining him.”

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Next Steps

Develop a descriptor for this behavior Look for opportunities to continue create

increased awareness among carriers, labor organizations, regulatory agencies, customers and manufacturers

Potential industry conference Review and adapt current flight attendant

policies and training as necessary Work cross-divisionally to educate

customer service agents, pilots and dispatchers of warning signs

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Recap

Objective Data Review Statement from crews Next Steps

As safety professionals we feel a strong obligation to continue to share issues and

concerns regarding safety risk….

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Contact Information

Vicki Jurgens safety@unitedafa.org Sandra Ingram sandra.ingram@united.com

Thank you!.......

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