Managing the Passenger Journey

3 February 2022

Ready to Fly Campaign - Launched on 18 July

The whole industry is facing challenges this summer as aviation ramps up from COVID-19. The "Ready to Fly" Campaign is a collaborative effort to help reduce conflict and to manage the risk of Unruly Passengers. The goal is to help our front line staff feel valued and supported while also preparing passengers for their journey and encouraging then to be nice to each other and our staff. Airlines, airports, ground handers, authorities and other aviation organisations are encouraged to be part of the campaign.

The campaign launched to the public on 18 July 2022 via the EASA Light Ready to Fly Campaign Page here.

If you are interested to join the campaign, please contact the EASA Safety Promotion by email - safetypromotion@easa.europa.eu.

You can access the campaign resources here

  • Key messages for airlines/ airports to share with their passengers to help them experience the best possible journey. You can use the material provided by EASA or create your own material using the campaign messages.
  • Encourage both your staff and passengers to be part of the campaign using #readytofly - the aim is make all passengers feel welcome and help them be as prepared as possible.
  • Be committed to collaborating with other stakeholders on a positive passenger journey - using a common approach and messaging will help.
  • Acknowledge the role of front line staff, support them in handling challenging situations.
Ready to Fly Logos

What can we do to make our passengers feel welcome?

There are various things that we can do and broadly they fall into these 3 categories. If we can embed these activities throughout the ramp-up then we will have a much greater chance of success and create the hope for an excellent summer ahead. 

  • Lead - Actively manage situations: Do you take the lead by communicating proactively to passengers before they fly? Are you actively out on the ground in the airport to walk in the passengers' shoes and solve operational problems as they occur. Do you set the right example for your staff and passengers to follow?

  • People - Support your staff: Do you recognise the challenging task your front line staff face in dealing directly with passengers at first hand? Do you help them to feel valued in this role? Do you support staff when they make tough decisions concerning passengers and give them the training to reduce conflict?

  • Collaborate - Work closely with others: Have you identified the main locations/ airports where the most coordination and effort is required? Have you identified the main stakeholders involved and have you agreed where the responsibilities lie (e.g. discouraging drunk passengers to continue drinking, not pushing drunk passengers through to the aircraft)? Do you coordinate routinely at an operational level?

Find more resources

At the heart of the recovery is the EASA-ECDC Aviation Health Safety Protocol (AHSP). It's vital that we work together, walk in the shoes of our passengers, identify the health related pinch points that ruin their journey and take immediate action at operational level to resolve them. You can find more information about the Health Protocol and the different supporting tools to help implementation by clicking the various links below. 

Click the link to access the Passenger Journey Bow Tie Models

Click the link to access the AHSP Training and Checklists.

Passenger HealthAirline Implementation of Health ProtocolAirport ImplementationPassenger Journey