BA to train staff in pacifying delayed passengers

British
Airways is to train airport staff to deal with an increasing number of “ground
rage” attacks triggered by flight delays.

The one-day
managing conflict course will help 4,000 ground staff improve their customer
relations and mediation skills. This will help staff cope with abusive
passengers and defuse potentially dangerous situations, explained British
Airways.

A
spokeswoman with the airline, said, “We set out guidelines to deal with
passengers exhibiting threatening behaviour in our conditions of carriage in
May this year. This includes denying boarding to passengers who are dangerous
and unruly.”

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The one-day
course is available to new staff at Heathrow Airport and will be on offer to
ground staff at Gatwick Airport from October this year, confirmed BA.

By Karen
Higginbottom