Jun 24

Chamber launches disruptive passenger behaviour guide

The UK Chamber of Shipping has today launched new guidance on how to manage disruptive passengers.

With disruptive behaviour among ferry passengers increasing in recent years understanding and addressing the factors that can cause this behaviour are crucial for effective mitigation, helping to minimising risk or distress to staff and others.

The guidance provides information for both employees and employers and includes: 

  • Recommendations to staff for how to handle passengers that are disruptive or in a high stress state, including ways to deescalate situations.
  • Tips on the importance of positive language in customer interactions.
  • Information on the role technology can play in conveying expectations around behaviour as well as ways it can deter poor behaviour.
  • Advice on aftercare for staff following any incidents and well as the importance of appropriate training.

Commenting on the launch of the guidance Chair of the Chamber's Domestic Ferry Safety Indicators Group, which led the work to produce the guidance, Leanna Lakes, Director of Operations at Red Funnel said:

While most ferry passengers are courteous and respectful, we have unfortunately seen an increase in disruptive behaviours.

This guidance document is intended to support and educate crew members, shoreside teams and their employers in the tools and techniques available when interacting with passengers who are displaying disruptive behaviours and how to best support individuals with aftercare post such incidents.

I encourage all ferry operators to review the guidance and review their processes and procedures to ensure colleagues across the sector  have the skills and support they need should an incident occur.