Flyer-cabin crew argument brings focus on unruly passengers and flight etiquette

The recent video of a mid-air altercation between a passenger and a flight attendant on board a Delhi-Istanbul flight has brought the focus back to flight etiquette and unruly passengers. The Directorate General of Civil Aviation (DGCA) has launched a probe into the incident, while the concerned airline issued a statement saying they were looking into the matter and that ‘customers’ comfort’ has always been their ‘top priority’.Several people took to social media in support of the crew member.
What Happened?
On a Delhi-Istanbul flight on December 16, a passenger reportedly started complaining and arguing about not being served his choice of meal. While a crew member tried to explain to the passenger that the meals are served on the basis of their selection, which is mentioned on the boarding pass, the passenger reportedly refused to back down. This resulted in a heated argument with the flight attendant too losing her cool. The passenger had had an argument with another crew member before for the
same reason.
Who said what?
The passenger in the said incident even called the crew member a ‘servant’, to which the employee responded saying, “I am an employee and not your servant.” Jet Airways CEO Sanjiv Kapoor took to Twitter and wrote that it must have taken a lot for the crew member to reach her breaking point. Recounting a few incidents, Kapoor wrote, “I have seen crew slapped and abused on board flights, called “servant” and worse.” He highlighted an incident that happened with a 19-year-old air hostess, who was slapped by a passenger because his meal choice was not on board.
'Happy that she took a stand'
Flyers who were on the same flight took to Twitter and supported the crew member for taking a stand. One of the passengers, who witnessed the entire incident, tweeted, “Some of the passengers on this flight were particularly ill-mannered and were very rude to the crew.” The passenger further added, “I was so happy that the lady stood up for herself.” Another passenger shared, “He was being very impatient about it".


It's not the first time that cabin crew members have been humiliated on flight

‘WAS GROUNDED FOR 3 DAYS, ’COZ A PASSENGER COMPLAINED THAT I DIDN’T SMILE AT HIM’
Loveleen, a flight attendant, says, “In my over a decade long career, I have seen incidents of bad behaviour every other day. A passenger told me – ‘My servants are better trained than you are’. Another asked for non-veg food and I said, ‘Okay, I will check’. He complained to the management that I didn’t say it with a smile and I was grounded for three days. In the aviation industry, management is always on the side of passengers. ”
'During our training, we are asked to remain calm, polite, and professional at all times, in fact, if someone turns aggressive or unruly, we are supposed to inform the head of the cabin crew. In this case, the cabin crew followed the rules, but still, things went down because the passenger refused to listen to her. It shows that the passenger was rigid and only wanted to have an upper hand,"
-Shefali Gaba currently working with an international airline as an air hostess.
‘WE ARE APPOINTED TO TAKE CARE OF PASSENGERS, NOT SERVE THEM’
Shefali Gaba, flight attendant with an international airline, tells us, “Our profession is really challenging and we struggle with lack of empathy. Using abusive language or insulting us is not right because we are appointed to take care of the passengers, not to serve them. During our training, we are asked to remain calm and report unruly behaviour.” Another now-retired flight crew member adds, “It is very common for some passengers to overlook basic boundaries. Things like lewd comments and uncomfortable stares were something I had started witnessing very early on. It is saddening to see that an employee was pushed to such an extent while on duty.”
“Unfortunately, it is very common for some passengers to overlook basic boundaries. Things like lewd comments and uncomfortable stares were something I had started witnessing in my second year of flying. It is saddening to see that an employee was pushed to such an extent while on duty.”

Is it allowed?
IS UNRULY BEHAVIOUR A PUNISHABLE OFFENCE?
In its guidelines under the Civil Aviation Requirements issued a few years ago, the DGCA declared unruly/disruptive behaviour on-board aircraft as a punishable offence, stating ‘one aggressive passenger can jeopardise safety on-board’.
CAN YOU BE PUT ON A NO-FLY LIST?
Unruly behaviour is classified in three levels. While level one can put you on a no-fly list for up to three months, level three can bar you from flying for two years or more. If the behaviour is classified as a threat to national security, the concerned authorities can take stricter action.
According to Section 22 of the Aircrafts Rule, 1937:
No person shall, on board an aircraft:
(a) assault, intimidate or threaten, whether physically or verbally, a crew member which may interfere with the performance of the duties of the crew member or lessens the ability of the crew member to perform those duties;
(b) refuse to follow a lawful instruction given by the Pilot-in-command, or on behalf of the Pilot-in-Command by a crew member, for the purpose of ensuring the safety of the aircraft or of any person or property on board or for the purpose of maintaining good order and discipline on board.
Past incidents involving unruly passengers
2022: Three drunk passengers on a Hyderabad-Lucknow flight
were arrested for misbehaving with an air hostess
2021: A drunk flyer stripped naked on a Bangalore-Delhi flight after a heated argument about life jackets with the crew member
2018: A flyer was offloaded from a flight and arrested after he allegedly molested a crew member. The flight was travelling from Mumbai to Bangalore
2017: Angry at being given an economy class seat in a flight that did not have business class, a political leader hit the airline staff with slipper.

Indigo's official statement on the incident:
‘We are aware of the incident that took place on flight 6E 12 from Istanbul to Delhi on December 16, 2022. The issue was related to meals chosen by certain passengers traveling via a codeshare connection. IndiGo is cognizant of the needs of its customers and it is our constant endeavor to provide a courteous and hassle-free experience to our customers. We are looking into the incident and would like to assure that customers' comfort has always been our top priority. We are committed to providing the best experience at all times.’