Airline & Airport Staff
– De-escalation, Personal Safety & OVA Training
De-escalation Training for Airline and Airport Staff – Australia
Resolution Education is an Australian specialist OVA provider, and our de-escalation training for airline and airport staff is built around the A.D.P. Framework (Awareness, De-escalation, Protection), tailored to the angry and abusive passengers that crew, ground staff and security deal with during delays, check-in, boarding and flight. For bus and taxi drivers, visit our Transport Workers page.
Benefits of De-escalation for Airline and Airport Staff
Last Updated October 2026
Resolution Education’s training for airline and airport staff can significantly reduce the number of violent or verbally aggressive altercations that occur in airports and aeroplanes. With our training, employees feel much safer in their everyday roles, knowing that the potential for trauma is greatly reduced.
If a dangerous situation does occur, staff will have the best techniques and training to deal with it appropriately, without causing further harm. The whole team can work together better, with every individual knowing their role in de-escalation and having proven systems to keep staff and passengers safe.
A.D.P. Framework Training for Airline and Airport Staff
We use our signature A.D.P. Framework (Awareness, De-escalation, Protection) to effectively teach all members of an organisation. A.D.P. teaches in levels, starting with the basics and gradually building skills, which promotes better learning. It also ensures that staff get the extent of training they need, so those requiring the most complex training can take all levels of training, and those who only need the basics don’t have to.
Our comprehensive training also covers the full timeline of an altercation – from the first warning signs, to dealing with the aftermath legally and to the organisation’s procedures and policies. With a renewed peace of mind in their workplace, staff can get back to providing excellent airline and airport services with confidence.
De-escalation & OVA Training in Airlines and Airports
Airlines and airports are high-pressure places. Long journeys, delays, cancellations and extended wait times mean passengers can become frustrated, stressed or intoxicated, and conflict can arise anywhere from the ticket counter and security gates to the boarding gate and the aircraft itself. Aggression can happen over the phone or email as well as in person, and it can be verbal or physical. Staff need to be equipped to deal with it wherever it occurs, knowing how to de-escalate before it escalates and what to do if a serious incident happens. This keeps both staff and passengers safe.
Regardless of how and where it occurs, aggression is something staff should be equipped to deal with. To prevent harm, airline and airport employees should know how to de-escalate conflict before it occurs, and know what to do if a serious altercation happens. This helps to keep both staff and the public safe.
At Resolution Education, we strongly believe that everyone deserves to feel safe while working. All workplaces should keep their risk level at a minimum. We provide the best training possible to airline and airport staff so they are able to confidently and safely deal with altercations and effectively de-escalate conflict. No matter who or what is causing the problem – whether it’s based on a disagreement, an issue with customer service, a communication barrier, or any other kind of distress or trouble – our comprehensive training teaches employees to appropriately manage aggression.
We can train:
- Administration Staff
- Air Traffic Controllers
- Airfield Operations Staff
- Baggage Handlers
- Airport Taxi drivers
- Airport Bus drivers
- Cleaning Staff
- Engineers and Mechanics
- Flight Attendants
- Pilots and Co-Pilots
- Reservation and Passenger Services Agents
- Security
- Ticket Agents
Situations Airline and Airport Staff Face
In the air, crew can’t leave the situation and help is limited, so staff need skills they can use on their own. Our training teaches your team to spot early signs of agitation, stay calm, and protect themselves and other passengers.
Airline and airport staff deal with passengers at their most stressed. Common flashpoints include:
- Delays, cancellations and missed connections
- Overbooking and denied boarding
- Lost or damaged baggage
- Intoxicated or disruptive passengers
- Aggression towards crew during the flight
- Disputes at check-in, security screening and the boarding gate
Why Choose Resolution Education for Airline and Airport Staff
Resolution Education has over 30 years of experience in training all kinds of staff, in all kinds of industries. We pride ourselves on the safety we’ve built across Australia in hundreds of workplaces. We’ve worked with organisations big and small, and with all levels of staff. Whether it’s a customer service rep or a CEO, we can offer the best de-escalation training to ensure they, their peers, and their clients are safe. We work with you to understand your organisation in depth – both the day-to-day operations and the roles of employees – to give the best training possible, including customised role-playing scenarios.
Resolution Education has the following training for the airline industry:
- De-escalation and OVA (Occupational Violence and Aggression) Training Frameworks customised to the workplace
- Tactical Communication Training
- Consultation with organisation representatives to ensure fit-for-purpose training programs and supporting materials
- Face-to-face training, and virtual and video-based eLearning
- Evaluation report post-training to determine success level (including the use of trainee feedback)
Training Courses for Airline and Airport Workers
- De-escalation and Advanced Tactical Communication Training
- Safe Restraint Techniques – Mechanical and Physical
- Workplace Conflict Resolution Training (for conflict within your team)
- Phone De-escalation Training
- Train the Trainer (have your organisation’s internal trainers deliver OVA and Restraint Training)
- Customised Training for specific roles in the airline industry
We work with a variety of airlines and airports, not limited to the following:
- Cargo Airlines
- Flight Schools
- International Airlines
- Large and Small Airports
- National Airlines
- Recreational Flying Organisations
- Regional Airlines
- Skydiving Organisations
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Our Training & Services
Contact Us
Melbourne
Melbourne, VIC 3000
Parramatta Sydney
Parramatta Square, NSW 2150
South Adelaide
Hindmarsh Square, SA 5000
Perth
Perth, WA 6000