Anger against staff – Because of Corona, flight passengers are freaking out more and more frequently and violently

Cases of physical or verbal attacks on representatives of the ground staff are becoming more and more common at Swiss airports. Recalcitrant passengers physically attack or insult employees. At Zurich Airport there is at least one such case every day, as a spokeswoman for the ground handling company Swissport explains to the industry portal Aerotelegraph. Affected people describe impressive cases of the so-called “terminal rage” (German: Terminal Wut).

In a particularly spectacular case at Zurich Airport, a man first smashed the plexiglass pane at the check-in counter after being told that he could not fly due to his invalid PCR test result. The man then tried to “force” the check-in. In another case, a man verbally abused an employee for minutes, after which her boss sent her on break. However, the obstinate passenger did not let go of the employee and ran after her and continued to insult her. Those affected also report cases in which rejected passengers tried to use force to gain access to the plane. In all cases, the police had to intervene.

The problem of violence at airports or on planes exists worldwide – and Corona has clearly aggravated the situation. The number of cases of “air rage” in the USA rose by a full 25 percent in the first year of the pandemic, 2020, compared to the previous year. In 2021, the number of violent cases on board then increased sevenfold. In most cases, the obligation to wear masks was a reason for taunting the cabin crew or arguments among passengers. As the Tamedia newspapers write, more and more such cases are also being registered at the Federal Office for Civil Aviation (BAZL), which is responsible for this in Switzerland. The trend started before Corona: they doubled between 2016 and 2019. In 2020, the number of cases fell only slightly despite the many canceled flights due to the pandemic. According to those responsible, excessive alcohol is the most frequently given reason why passengers freak out.

In order to support the employees, the affected companies hold training courses. Online checks of the Corona documents would also help to avoid critical situations on site. The authorities closed a legal loophole for the handling of violent passengers in 2020, as the Tamedia newspapers write. Since then it has been clarified how the take-off and landing destinations of flights on which there are violent incidents with passengers share responsibility. Perpetrators face severe penalties and claims for damages from injured parties.