Australian airline industry combines to fight passenger abuse.

December 20, 2021

Airlines and Airports in Australia have launched a major campaign to curb disruptive and abusive behaviour towards airline crew, airport teams and other passengers during the pandemic.

Called “No More Carry On”, it calls for patience and preparedness as travellers, airline crew and airport teams navigate a return to widespread flying while managing COVID-19 related travel requirements as a result of COVID-19.

The campaign, supported by the Australian Federal Police (AFP) and the Civil Aviation Safety Authority (CASA), follows an increase in disruptive and abusive behaviour towards airline crew, airport teams and other passengers during the pandemic, with hundreds of incidents reported across the airlines in 2021, many triggered by refusal to follow mask requirements.

In extreme cases, the crew have been threatened and physically assaulted by passengers.

The penalties are severe with a maximum of 10 years jail for assault and the cost of diversion of the aircraft if required.

In 2018, a Perth Court forced a disruptive passenger to pay the A$26,000 in diversion cost of a flight to Brisbane that had to turn back to Perth.

In 2012 a passenger was fined $120,000 for the cost of the diversion of a Sydney to Tokyo flight after the pilots diverted to Cairns.

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The new awareness campaign plays on the concept that while carry-on luggage is welcome, disruptive or abusive ‘carry-on behaviour’ will not be tolerated.

Airports in capital cities and regional centres around the country will display digital billboards throughout terminals and a powerful video message from airline crew will be shared on social channels.

Jetstar, Qantas, Rex and Virgin Australia have also signed up to a voluntary Code of Practice on Passenger Behaviour, which ensures a consistent approach across aviation in Australia.

The key elements of the Code of Practice include:

• Refusing to allow a customer to board, where necessary, to protect fellow passengers and crew from offensive or disruptive behaviour.
• Holding passengers who are offensive or disruptive accountable for their behaviour, including recouping costs for diversions and damage to the aircraft and imposing bans on future travel.
• Airlines and airports proactively engage with law enforcement and CASA to support any administrative or criminal sanctions against a passenger found to have engaged in offensive or disruptive conduct.

Qantas Group Executive and CEO of the Jetstar Group, Gareth Evans said “over the next few months, millions of Australians will be heading off on holidays or to see family and our teams are here to help customers navigate the new travel requirements, like masks and border declarations, which are now in place across the country.

“While the vast majority of passengers do the right thing, unfortunately as with the hospitality and retail industries, we have seen an increase in the number of people behaving badly.

”At airports and on aircraft, critical safety procedures must be followed. There is no room for disruptive behaviour and we will act quickly to stop unruliness to ensure everyone remains safe.

AFP Acting Assistant Commissioner Specialist Protective Command Andrea Quinn
“It is an ideal time to revive and strengthen security measures at Australia’s airports as more people start to travel over the festive season.

“The AFP has zero-tolerance for any dangerous or antisocial behaviour and works tirelessly to ensure the safety of the travelling community.

“So as you head off on a well-deserved break these holidays – please remember – the silly season does not extend to behaviour in airports.”