Last updated on Jul 10, 2024

How would you handle a situation where passengers resist following new security protocols?

When implementing new security protocols at an airport, it's crucial to understand that passenger cooperation is key to maintaining safety and efficiency. As airport management, you might encounter individuals who are resistant to changes, particularly when it comes to security measures that they perceive as inconvenient or invasive. Handling such situations requires a blend of communication, empathy, and firmness to ensure compliance without escalating tensions.

1 Educate First

Before enforcing new security protocols, it's essential to educate passengers about the reasons behind these changes. Clear communication can preempt resistance by helping passengers understand the importance of their compliance for everyone's safety. Use signage, announcements, and social media to disseminate information about the new measures. Airport staff should be well-informed and prepared to answer any questions passengers may have, providing reassurance and reducing the likelihood of resistance.

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Hammad B.

Experienced Security Operations Leader | Specialized in CCTV, Risk Management, and Crisis Response | Proven Track Record in Reducing Incidents and Enhancing Safety Across Aviation and Corporate Environments | SRMP - C
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Clearly communicate the purpose and importance of the new security protocols. Passengers are more likely to comply if they understand that the measures are for their safety and security.

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Emiliano Martín Sotelo

Operations Management | Aviation Industry | University Professor | Customer Service | Flight Dispatcher | IATA Dangerous Goods Instructor
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Provide information and resources to help passengers understand the new security protocols better. Offer guidance on how to comply with the regulations effectively.

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Nuno Sampaio Nunes

ACI RASC Asia Pacific and Middle East Vice-Chairman. Experienced AVSEC Manager, ensuring efficiency and enhancement in Airport Security. Overseeing the AVSEC operations of a 700+ team in Macau International Airport.
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1 - Educate Passengers by adding off-airport information on prohibited items and dangerous goods at hotels, buses going to the airport, taxis etc. 2 - Place clear eye-catching signage at the airport landside and inside the security checkpoints. 3 - Train security staff to politely explain the screening process related to the rules and regulations. 4 - Instruct Airlines to properly provide information during the check-in process. 5 - Make the security checkpoints as high-tech as possible to create a good passenger experience, making processes easy and fast. 6 - Provide options to passengers to keep their items by having a postal service available to send items to their home addresses or store them at airport left luggage facilities.

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2 Calm Approach

If a passenger resists following new security protocols, approach the situation calmly and respectfully. Listen to their concerns and explain the necessity of the protocols in a way that acknowledges their discomfort while emphasizing the collective benefit. A calm demeanor from security personnel can often de-escalate a tense situation and encourage cooperation. It's important to remain professional and avoid confrontational language that could exacerbate the issue.

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Hammad B.

Experienced Security Operations Leader | Specialized in CCTV, Risk Management, and Crisis Response | Proven Track Record in Reducing Incidents and Enhancing Safety Across Aviation and Corporate Environments | SRMP - C
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Allow passengers to voice their concerns and frustrations. Listen actively and show empathy towards their situation. Recognize that the new protocols might cause inconvenience and express understanding. This can help in defusing tension.

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Emiliano Martín Sotelo

Operations Management | Aviation Industry | University Professor | Customer Service | Flight Dispatcher | IATA Dangerous Goods Instructor
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Acknowledge any concerns or frustrations that passengers may have about the new protocols. Show understanding and empathy towards their feelings while reiterating the necessity of following the rules

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3 Offer Assistance

Sometimes resistance stems from confusion or a lack of understanding. Offer assistance and guidance through the new procedures to make the transition smoother for passengers. Staff should be present to walk individuals through the process, providing step-by-step explanations if needed. This hands-on approach can alleviate concerns and demonstrate the airport's commitment to passenger care, which can foster a more cooperative atmosphere.

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Hammad B.

Experienced Security Operations Leader | Specialized in CCTV, Risk Management, and Crisis Response | Proven Track Record in Reducing Incidents and Enhancing Safety Across Aviation and Corporate Environments | SRMP - C
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Provide assistance to those who may find it difficult to comply, such as elderly passengers or those with disabilities. If possible, offer alternative ways to comply with the protocols to ease the transition.

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Emiliano Martín Sotelo

Operations Management | Aviation Industry | University Professor | Customer Service | Flight Dispatcher | IATA Dangerous Goods Instructor
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Where possible, offer alternative solutions or accommodations for passengers who may have difficulty complying with the new security protocols. For example, providing exemptions for medical reasons or offering assistance to those who need it.

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4 Flexibility Counts

While it's important to enforce new security measures, showing some level of flexibility can go a long way in handling resistance. If a passenger is particularly uncomfortable or distressed, staff might consider alternative methods of compliance that still adhere to security requirements. This could mean providing a private screening area or allowing a little extra time for the passenger to adjust to the new protocols.

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Hammad B.

Experienced Security Operations Leader | Specialized in CCTV, Risk Management, and Crisis Response | Proven Track Record in Reducing Incidents and Enhancing Safety Across Aviation and Corporate Environments | SRMP - C
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While it's important to be understanding, it's equally important to enforce the rules firmly. Ensure that all staff are consistent in their enforcement of the protocols. Make it clear that the protocols are mandatory for everyone without exceptions to ensure fairness and security.

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5 Enforce Firmly

In cases where education, calm negotiation, and assistance do not suffice, it may be necessary to enforce the security protocols firmly. This does not mean using force, but rather clearly stating the consequences of non-compliance, which could include being denied entry to the secure areas of the airport or even facing legal repercussions. The key is to maintain a respectful tone while being unwavering in the enforcement of necessary security measures.

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6 Continuous Feedback

Finally, it's important to gather continuous feedback about the implementation of new security protocols. This can help identify areas of frequent resistance and adjust strategies accordingly. Encourage passengers to provide feedback on their experience, and use this information to refine the approach to enforcing the protocols. Regular reviews of procedures and training for staff can also ensure that the airport is equipped to handle resistance effectively.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Tahir Mehmood

I provide Security Solutions for the Aviation Industry | ICAO National Inspector | Aviation Security Trainer | Aviation Consultant | Security Equipment Specialist | xPAF | xASF
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Conflicts with passengers at security checkpoints are a routine matter. However, they can become particularly tricky to manage when new security protocols are introduced, or passengers are unaware of existing regulations. In such cases, signage plays a pivotal role. Simply guide the passenger to the relevant signage, show them the new instructions, and humbly request their cooperation. Many passengers are unaware of the Liquids, Aerosols, and Gels (LAGs) policy and prohibited items. By listening to their concerns and responding with clear, logical examples, we can effectively manage these situations and ensure smoother security operations.

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Emiliano Martín Sotelo

Operations Management | Aviation Industry | University Professor | Customer Service | Flight Dispatcher | IATA Dangerous Goods Instructor
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By following these steps, you can effectively manage situations where passengers resist following new security protocols while maintaining a safe and secure environment for all travelers.

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How would you handle a situation where passengers resist following new security protocols?

1

2

3

4

5

6

7

1 Educate First

2 Calm Approach

3 Offer Assistance

4 Flexibility Counts

5 Enforce Firmly

6 Continuous Feedback

7 Here’s what else to consider

Airport Management

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How would you handle a situation where passengers resist following new security protocols?

1

2

3

4

5

6

7

1 Educate First

2 Calm Approach

3 Offer Assistance

4 Flexibility Counts

5 Enforce Firmly

6 Continuous Feedback

7 Here’s what else to consider

Airport Management

Rate this article

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