The 1963 Tokyo Convention

• Power granted to pilots in respect to offenses and certain other acts committed on board the aircraft

RA 9497

• An act creating the Civil Aviation Authority of the Philippines, provides penalties for offenses of persons while on board an aircraft
  • Chapter XI, Sec. 81 Penalties, clause (9) p. 51: “Any person who, while on board an aircraft interferes with a crewmember’s or flight attendant’s performance on their duties, assaults, intimidates, or threatens any crewmember or flight attendant shall be subjected to imprisonment from one (1) year to three (3) years or a fine of not less than Fifty Thousand Pesos (Php 50,000.00) but not exceeding Five Hundred Thousand Pesos (Php 500,000.00), or both as determined by court.”
  • Clause (12) p. 52, same provision: “Any person who, while on board an aircraft, commits any other act not otherwise expressly covered under clause (8), (9), (10) and (11) above which jeopardizes the safety of the aircraft or persons or property therein, or which jeopardizes good order and discipline on board such aircraft shall be subjected to imprisonment from six (6) months to three (3) years or a fine of not less than Fifty Thousand Pesos (Php 50,000.00) but not exceeding Five Hundred Thousand Pesos (Php 500,000.00), or both as determined by court.”

Critical Incidents include:

1. Disruptive passengers (Flight Disturbance Report Form)
2. Non-conformance to Safety regulations (ex. incidents such as use of cell phones & other electronic devices)
3. Non-conformance to company policies (ex. incidents such as use of MCL lavatories, assigned seats/cabin zones).
4. Accidents involving passengers & crew (PARE handling and form accomplishment)

Tools in Handling Disruptive/ Unruly Passengers

1. Cabin Safety and Security Notification Card

• A quick response, non-verbal message material to aid our cabin crew in dealing with possible unruly/disruptive passenger’s in-flight
• It must be brought on every flight assignment
• Contents:
  • Company Policy on Passenger Safety & Security Compliance
  • Standard written notification message to passenger of observed unruly behavior and enforcement measures to be taken by the airline
  • Sample Case Points of Interference
  • Republic Act 9497
  • Tokyo Convention Article 6

1. Cabin Crew Quick Reference: Handling of Disruptive / Unruly Passengers

• A funnel point to swift and detailed responsiveness on safety and security for cabin crew on possible unruly and disruptive passenger(s) inflight
• This quick reference shall be part of your CCOM Quick Reference Folder, placed before the cover page
• Contents:
  • Passenger Interference Guidelines
  • Examples of Interference
  • Use / Application / Procedure Guidelines on Restraint Device
  • Post-Incident Report Guidelines
  • Scenarios / Responses
  • Crew Response on: Threat Level 1, 2, 3, and 4

1. Restraining Device for Disruptive / Unruly Passengers

• Flexible (plastic) restraining device kits shall be provided in – flight for use on unruly and violent passengers whose acts may inconvenience or endanger the safety of passengers and crew
• Shall be loaded inside the Purser’s Kit (PK) on Regional and International flights only

Flight Disturbance Complaint Report & Witness Statement Form

• These forms are located in the PK for international flights and HCK for domestic flights
• The SCC/FP is responsible in filling-out FDCR, to include the following information: Name of passenger, Mailing address, and Contact number/s
• The Witness Statement Form shall be handed out and collected by the CCs to passengers who have witnesses the incident
• Immediately advise and submit to your respective Cabin Services Manager or Administrative/Duty Officers accomplished corresponding forms supported with pertinent documents in order that concerned PAL operational units such as Customer Relations, Legal and Risk and Insurance Management and other service partners will be immediately alerted

Threat Level Inflight

1. Threat Level 1 - Disruptive Behavior – Minor

• Obstruction of CCs in performing duties
• Unacceptable behavior towards CCs
• Failure to comply with instruction given
• Tampering or interfering with aircraft components, apparatus, equipment or systems
• Operating prohibited electronic devices inside the aircraft at the prohibited phase of flight
• Inappropriate verbal abuse/harassment of a person due to their religion, sex, orientation, race or physical attributes

1. Threat Level 2 - Physically Abusive Behavior – Moderate

• Physically abusive behavior towards CCs
• Obscene or lewd behavior towards CCs or passengers
• Verbal threats
• Tampering with any emergency or safety equipment
• Attempt to open a door/exit inflight
• Deliberately damaging any part of the aircraft or any property
• Inflight theft

1. Threat Level 3 - Life Threatening Behavior - Serious

• The threat, display, or use of a weapon
• Physical or sexual assault with intent to injure
• Actions threatening own life
• Actions threatening the safe operation of the aircraft
• Any form of hostage situation such as the physical restraint of CCs or passengers

1. Threat Level 4 - Attempted / Actual Breach of the Flight Deck

• An attempted or unauthorized intrusion into the flight deck
• A credible threat of death or serious bodily injury in an attempt to gain control of the aircraft
• The display, use or threat to use a weapon to breach the flight deck
• Sabotage of, or the attempt to sabotage
• Actions that render the aircraft incapable of flight or that are likely to endanger its safety of flight
• Any attempt to unlawfully seize control of the aircraft

BOMB THREAT

• A communicated threat, anonymous or known, which suggests or infers, whether true or false, that the safety of an aircraft in flight or on the ground, or any airport, civil aviation or PAL facility, or any person may be in danger from an explosive/bomb or similar item.
• Any bomb threat shall be communicated to PAL as “Bravo Whiskey”

Response to Bomb Threats to Aircraft on the Ground

• Any bomb threat received or discovered before the aircraft has taken off is considered to be a bomb threat to an aircraft on the ground
• Bomb threats are normally received in three different forms: By phone, In person, & In writing either electronically or hand written
• The CC who receives or sees the bomb threat should advise the Purser/DHCA as well as the FD with the necessary information and relay it to the bomb threat assessor. Along with the bomb threat assessor, the Captain will determine whether there is a need for an evacuation and inspection.

EMERGENCY PROCEDURE

1. Once it is clear that the threat is serious, the Captain should then notify the following persons who represent the support structure: Airline-dispatch/station manager, ATC, Airport authority, Fire-fighters and Explosives Ordnance Disposal (EOD)
2. The Captain will then brief the Purser/DHCA, making sure to include the following information:

• Type of emergency, specifics of threat
• Need to evacuate or deplane
• Type of signals to be used
• When to evacuate or deplane
• Any special instructions

1. The Captain shall make the following PA announcement:
2. The aircraft should be moved to a remote location such as the isolated parking position. Flight crew will carry out necessary shut down checks and then deplane/evacuate.
3. If the decision is made to deplane, all passengers and cabin crew should disembark the aircraft with their carry-on baggage.

NOTE: Escape slides should only be used in case of extreme emergency.

After passengers have deplaned, cabin crew members should make a final inspection of the cabin to ensure all passengers have left the aircraft and then deplane themselves.

1. Upon exiting the aircraft, passengers should be isolated at least 100 meters from the aircraft and rescreened together with their carry-on
2. All hold baggage should be removed and reconciled with each passenger before being rescreened and searched if it is necessary, before being reloaded
3. All cargo and catering supplies should be removed, screened or searched before being reloaded on board. The aircraft itself should then be searched thoroughly by airport authorities or bomb disposal experts. These individuals should be provided with the aircraft search checklist.

NOTE: Canine or electronic sniffers should be used if available

1. No crew member should re-enter or attempt to re-enter the aircraft until clearance is received from the authorities carrying out the bomb search
2. When security release is obtained from the person in charge of the incident, return to service may commence

EMERGENCY PROCEDURE FOR BOMB THREAT IN FLIGHT

1. Search

• A search of the aircraft should be undertaken
• Conducted by CCs familiar with the aircraft and areas to be searched
• At this point the flight crew should announce to passengers that there is a need to perform an inflight search of the cabin because a threat has been made to the aircraft. Passengers should be in their seats with belts fastened as this serves to control their behavior.
• Flashlights and mirrors should be used to assist in dark or difficult access areas. CCs should be looking for objects that should not be there, that are unaccounted for or that seem out of place.
• Public areas, lavatories, lounges, should be searched first. Then to avoid duplication, the cabin should be searched by sector by the staff responsible for each sector.
• Ask passengers to identify their personal belonging. If any carry-on has not been accounted for by any passenger it has to be considered a suspect package.
• Ask passengers to open their carry-on and inspects their content. Do not allow passengers to move around objects in their carry-ons. This search should be conducted row by row. Seat pockets should also be searched at this time.

1. Discovery

• If a suspect device is discovered, the search should be completed in case more than one device is located in the cabin.

NOTE: CCs involved in the cabin search have to be aware that if a suspect package is found it should not be moved under any circumstances until the Captain has been made aware of the discovery.

Any device should be considered dangerous until it has been confirmed otherwise.

The CC who finds a suspect device should provide the Captain with a sketch and a written description, then, the search should be continued to other areas.

The information should then be relayed to the ground to assist bomb disposal experts in their evaluation.

• If possible, the best advice is to land at the nearest airfield and ask the help of the local authorities

1. Diversion

• A diversion may be put in place before a device is found if it is judged that the threat is specific enough or once a suspect device is found that can be positively identified as an IED (improvised explosive device). Usually, a diversion is requested by the Captain if:
  • Device has a timed mechanism
  • Device has a barometric switch
  • It allows the option of configuring aircraft for approach/landing to preclude loss of gear lowering in the event of an explosion
  • Approach speed and level flight minimize stress on aircraft structure in the event of an explosion

1. Cabin Altitude Adjustment

• Captain may wish to maintain existing cabin pressure to preclude activating the barometric switch until other safety precautions are taken

1. Landing as found

• If it can be confirmed that it is possible to land the aircraft safely at the nearest airport without causing the IED to detonate, the Captain may wish to land the aircraft without moving the device. Nevertheless, some preventive measures should be taken by the cabin crew:
  • Allow no one to touch the suspect device
  • Stabilize it in the position found so that it will not be able to move during descent and landing
  • Place pillows and wet blankets on and around it
  • Disconnect non-essential power in the areas near the bomb
  • Move passengers as far away from the device as possible

1. Relocating device to Least Risk Bomb Location (LRBL)

• ICAO Annex 8, 9.3.5 requires that a Least Risk Bomb Location (LRBL) should be identified in each airplane
• The LRBL for the aircraft type is:
  • AIRBUS INDUSTRIE: All Models (Except A380) – Right AFT cabin door
  • BOEING AIRCRAFT: B777 – Right rear service door
• Prior to moving the device, the flight crew should take the following:
  • Equalize the pressure inside the aircraft
  • When within landing range of a suitable airport, reduce speed and put the aircraft in landing configuration
  • Turn off electric power in areas near the device
  • Identify the location where the device is going to be placed and ensure the route is clear of passengers and objects

PROCEDURE

1. Clear a route from the device to the LRBL
2. Allocate roles to each CC
3. Prepare the LRBL for the device by packing the floor with soft material
4. Evaluate if the device can be taped to the door
5. Check the device for signs of attachment to static objects
6. Slide a safety card underneath to check for anti-handling devices. If such a device is found, the IED should not be moved.

• When moving the device, it should be put out on a rigid flat surface such as an upside down tray and carried maintaining same orientation and altitude.
• The device should be placed as close as possible to the middle point of the door. If it is possible, tape the device to the door. Immediately around the device, pack the area with dry (but soaked in water beforehand) blankets and cushions.
• Once the device has been secured in place, everybody should be moved as far as possible from the device location, preferably not less than three seats rows away.
• Ensure seat backs and tray tables are secured in the upright and locked position.
• Persons without seats are to sit in seats with other passengers. For landing, require all persons to lean forward and hold their heads as close as possible to their knees.

Post Landing Measures

• Once on the ground, the aircraft should be directed to a Bomb Search Area, identified in the Airport Security Program

Post Incident Procedures

• CCs should not release information regarding the threat or incident to persons of the media or to the general public.
• CCs may be interviewed by airport authorities, local police with jurisdiction, bomb disposal experts and State officials, as well as company officials. During these interviews they may be asked to make a statement or release information, depending on the circumstances. They should be cautious and comply with company procedures.

Bomb Threat Report (BTR) Form

• Used if the bomb threat initially emanates in-flight to a crew member. The FP shall use the BTR form in the CCOM aircraft hardcopy.

PROCEDURE

1. Immediately write down the exact language of the threat message and fill-up completely as possible the Bomb Threat Report (BTR) Form:
   1. WHERE is the bomb located?
   2. WHEN will the bomb explode?
   3. WHAT does the bomb look like?
   4. WHO are you?
   5. WHY are you doing this?
   6. Recipient Information: Date, Time of Call/Message Received, Contact Number of Recipient, Signature
   7. Call Description (if applicable): Voice Character, Accent, Manner, Background Noise
2. Report the bomb threat to your immediate Superior/Manager/Office Head or authorized representative
3. The Superior/Manager/Office Head or authorized representative shall immediately contact SOD thru the Security Officer on duty
4. Immediately submit the Bomb Threat Report (BTR) form to PAL Security Department by emailing a scanned or image copy to: isoco@pal.com.ph
5. The “BW recipient” must be readily available by keeping his/her line of communication open to SOD Security Officer on duty/Threat Assessors for interview

Chemical / Biological Weapons Threat

• If a CHEM/BIO weapon is reported to be on board with no apparent activation due to lack of symptoms, both cabin and flight crew have different duties to perform that should be started simultaneously. Both shall work towards minimizing dispersal of the agent. Crew should put on masks, maximize skin coverage with uniform jackets.

NOTE: CHEM/BIO agents can be odorless and be sensed only when it is too late

• Once a suspected CHEM/BIO container is covered and sealed from the cabin atmosphere, a gradual descent can be initiated. The slower the descent and increase in cabin pressure the less likely the risk of dispersal.

Cabin Crew Checklist for In-Flight Chemical/Biological Suspected Weapons

1. Identification

• Any suspicious substance or package discovered on board PAL aircraft must be considered hazardous until proven otherwise
• A suspicious package may:
  • Have oily stains, discoloration or odors
  • Be unclaimed by anyone on board
• A suspicious substance may:
  • Be a white, tan, or beige colored powder
  • Have the consistency and texture of talcum powder

PROCEDURE

1. DO NOT TRY TO CLEAN UP THE SUBSTANCE
2. Immediately inform the FP
3. FP immediately informs PIC and:
   1. Turn down ventilation to a minimum
   2. Consider going on oxygen
   3. Consider directing CCs and passengers to go on oxygen
4. If directed by the flight crew, don oxygen masks
5. If contact has been made with the substance, immediately wash hands and forearms repeatedly
6. Don protective equipment (gloves and masks)
7. Cover the substance immediately with anything suitable at hand, create as many barrier layers as possible between the agent and the cabin atmosphere by covering the item with multiple layers of plastic trash bags, dry blankets, more plastic, wet blankets, then more dry blankets to minimize leakage and spreading.
8. Isolate the area. Do not allow anyone to approach the substance in a radius of 3 meters (move passengers).
9. Have any passengers exposed to the substance wash their hands and forearms repeatedly.
10. Stop all activities as much as possible around the substance to avoid disturbing the substance.
11. Change clothing that may have been contaminated and place in a sealed bag.
12. Try to assess the extent of contamination.
13. List all persons who may have had contact with the substance.
14. Provide the PIC with a detailed description of thesubstance.

Discovery of a Suspicious Package/Envelope In-flight

1. DO NOT SHAKE OR EMPTY CONTENTS OF ENVELOPE OR PACKAGE.
2. Immediately inform the FP
3. FP immediately informs the PIC
4. Flight Crew:
   1. PTI (Positive Threat Identification)
   2. Consider going on oxygen
5. Don protective equipment (gloves and masks)
6. Isolate the area – move passengers and CCs away from the suspicious item
7. Do not move the item
8. Create as many barrier layers as possible between the agent the cabin atmosphere by covering the item with multiple layers of plastic trash bags, dry blankets, more plastic, wet blankets, then more dry blankets to minimize leakage and spreading

HIJACKING

M – Methodical, pass word for Hijacking

E – Engage in a friendly conversation with the hijacker

T – Type of weapon used must be identified

H – Hysteria must be avoided

O – Obey the hijackers command

D – Deny entry into the FD

I – Instruct passengers to fasten their seatbelt

C – Conversation must be done with the opposite sex

A – Avoid irritating the hijacker

L – Look out for sleepers (Always assume that the threat is still present)

NOTE: “TRIP” = Pilot is unable to communicate clearly (the hijacker is probably in the cockpit)

PANIC

• If passengers become alarmed, CC should calmly and firmly assure passengers or explain intelligently that the cause of the alarm is a peculiarity of normal operation.

HOW TO PREVENT PANIC

1. D – Discipline

• CC must maintain a certain ascendancy over the passengers so that they accept what they are told, and subsequently, carry out orders without question.

1. I – Instructions: thorough knowledge of instructions.

• Assisting “A” pax must be given clear, concise and thorough instructions to prevent confusion.

1. D – Diversion

• Passengers may be assigned to look after fellow passengers inneed.

1. I – Information: correct information.

• CC should consult with the FDC for correct information given to the passengers.