KLM, government, and airlines unite against unruly passenger conduct

Thursday, December 14, 2023

Disruptive passengers pose challenges for airlines, exhibiting verbally aggressive behavior or, at times, resorting to physical violence, thereby posing safety hazards on board and within departure areas. Such conduct significantly affects fellow passengers and crew members and can result in flight diversions and delays. Collaborative efforts between the airline industry and the government are already underway to address this issue, with a commitment to intensify their actions. On December 14, all involved parties formalized their commitment through a signed letter of intent.

Key initiatives include exploring ways to enhance passengers’ awareness of the repercussions of their behavior and improving staff training to handle such incidents more effectively. In May, a digital report form was introduced to facilitate staff reporting of unruly passengers. It is crucial for both airborne and ground staff to be well-informed about the available options when dealing with disruptive individuals.

Another focus area involves the expansion of the sharing of no-fly lists, which airlines maintain for passengers who have exhibited inappropriate behavior on their flights or at various locations, such as Schiphol Airport. The signatories are considering the feasibility of sharing this information among all Dutch airlines, adhering to privacy regulations. Within the KLM Group, KLM and Transavia have already been sharing passenger data for those placed on the no-fly list due to unacceptable behavior since 2022. Offenders face a minimum five-year ban from flying with either airline.

The escalating trend of unruly passengers is evident, with KLM experiencing a 100% increase in such incidents compared to 2019. In 2023, an average of 30 unruly passengers per month were recorded, doubling the 2019 average of 15. A majority of incidents (60%) occurred on board, while 40% took place in departure halls, with alcohol contributing to more than half of these cases.

Flying is one of the safest forms of transport. The fact that some people misbehave on aircraft to the extent that they jeopardise the safety and security of passengers and crew alike is unacceptable. Unfortunately, it’s also becoming more common. It’s important that we make a concerted effort with all the parties involved to further reduce these kinds of incidents.

Mark Harbers, outgoing minister Infrastructure & Water Management

As an airline, the safety and security of our passengers and crew is a top priority. For this reason, we don’t tolerate any form of aggression on board. The consequences of passengers misbehaving are severe; it has a major impact on our passengers and our colleagues. No form of physical aggression towards our crew or fellow passengers is tolerated. Unfortunately, we have to note that the number of unruly passengers has increased sharply. What we experience in the air is a reflection of broader society. It’s therefore encouraging that this issue is being addressed jointly by the airline industry and government.

Leen van Duijn, VP KLM Security Services

The signatories of the letter of intent include Royal Schiphol Group NV, Transavia, KLM, TUI, Corendon Dutch Airlines, the Royal Marechaussee, and the public prosecutor’s office. The Netherlands joins Norway and Ireland as the third European country to commit to addressing this issue formally. The matter is also receiving attention at the international level, with involvement from European and global airline organizations, including EASA and IATA.

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