Communicating to Passengers

Summer is always a busy time in aviation - full flights, packed airports and plenty of pressure
on everyone. When it comes to keeping passengers safe, however, some of the most
important actions start with clear, confident communication; that includes how we talk to
passengers about safety - especially when it comes to their own actions.

How and what we communicate is important

Whether you're working at the airport or in the cabin, this summer we're asking everyone at Safewings (and our partner airports) to get behind three simple safety messages. They won’t just help prevent incidents, they’ll also build passengers’ trust and help them feel more confident in the crew and the systems around them.

First, however, here's a quick story for you.

The Power Bank That Didn’t Power Down

Last summer, one of our flights returned to stand after a passenger’s bag began smoking in the overhead locker just after pushback. It turned out they’d placed a power bank inside a backpack, connected it to a device and zipped it shut. Nobody could see it and, when it started to overheat, the only warning was the smell of burning plastic.

Thankfully, the aircraft was still on the ground, our cabin crew and airport fire service reacted quickly so that the aircraft returned safely with no injuries. The message is simple: if you can’t see it, you can’t react to it. This is why the first key message we want to reinforce with
passengers is about charging personal electronic devices.

The Key Messages for Passengers

1. “Charge Smart, Stay Safe”

Here’s what we want passengers to hear:

• Carry e-cigarettes and power banks where they can be monitored. If something goes wrong, we need to see it quickly.
• Only charge devices using the aircraft’s power supply, keep an eye on the device while charging and don’t charge your devices from a power bank during a flight.
• When spare batteries (including power banks) or e-cigarettes are in carry-on baggage, they must be protected from short-circuit, unintentional activation, stowed as far as possible from any other battery and/ or potentially flammable item (e.g. perfume) and cannot be charged during a flight.

These aren’t just comfort tips, they’re fire prevention advice. Devices can overheat, batteries can fail and we’ve all seen how fast those incidents can escalate. The key is visibility: if a device starts to smoke in your hand, you can deal with it; if it happens out of sight in a closed bag, the whole aircraft is at risk.

2. “Put Yourself in Flight Mode”

This isn’t just about your phone, it’s about your mindset. Disruptive passenger behaviour continues to rise across the industry. Most incidents aren’t dramatic - no viral videos, no
emergency landings - but, they still create risk, delay flights and wear down our teams. It can start with ignoring basic instructions, arguing over seats, or refusing to stow a bag - critically, such incidents can escalate very quickly.

Our message to our passengers this summer is simple:

• Get in the zone: be prepared, respectful and ready to fly.
• Listen to the ground crew and cabin crew - they’re there to keep you safe.
• Disruption delays everyone: think before you act.

When passengers “put themselves in flight mode,” they’re calm, cooperative and tuned in to what’s happening around them. This helps the whole team - on the ground and in the air - deliver a smoother, safer experience for everyone on board.

3. “Leave Bags Behind”

In an evacuation, time matters: every second counts. Yet, we still see videos of passengers grabbing their bags during real world emergencies. The rule is clear, but do passengers understand why?

Our job is to help them understand that it’s not about losing their stuff - it’s about saving lives. Luggage blocks aisles. It damages escape slides. It slows people down and puts everyone at risk.

So, what should we be saying?

• In an evacuation, leave everything and just go.
• Your bags can be replaced, your life can’t.

This needs to be said proactively, confidently and with clear intent before an emergency happens.

Let’s Talk with Purpose

Every member of the team - on the ramp, in the terminal and in the air - can play a part in getting these messages across. Whether it’s during a boarding announcement, pre-flight briefing or gate-side reminder, every moment of communication is a chance to shape safe
behaviour. 

Passengers don’t always know what we know; they don’t see the risks the way
we do. So, let’s make it clear, let’s make it human and let’s make it stick.