1. April 29, 2009 Passenger Misconduct: Data Deep Dive, Root Cause….Drugs??? Presented by: Vicki Jurgens Safety, Health & Security Chairperson, Association of Flight Attendants Sandra Ingram Manager, Onboard Safety & Security

2. 2 Agenda  Objective  Data Review  Overview of Consequences  What’s Next?

3. 3 Objective The purpose of today’s presentation is to raise awareness within the industry to a potentially dangerous trend that is a result of combining alcohol with sleep aids

4. 4 Risk Management Process Data Review AFA and UAL management including Onboard, Corporate Safety & Security Process Risk mitigation Continued analysis Communication Safety Management Review of current policies, procedures and training Communication to frontline employees Interface with TSA and FAA and other carriers through ATA

5. 5 Data Analysis Summary 2007 PIRC events0 FASRS1464 Related events0 2008 PIRC events2 FASRS2883 Related events8 2009 PIRC events0 FASRS616 Related events2

6. 6 Actual Flight Attendant Observations “Pax was apparently stuffing his cold cuts from the snack service into his shirt pocket. Appeared to be lucid, but her response to Flight Attendant questions were slow. Doctor stated that Blood Pressure was unusually low. Symptoms mimicked alcohol consumption.” “Bat her arms at us and was quite incoherent with her ranting. Pax is drunk and is using profanity, not able to stand on her own, described as appearing to be petite, fail elderly lady. She threw service items at other pax, pulled hair of another and swore at others. Didn't want her to hurt others, I (F/A ) was not able to perform duties and ensure a safe cabin as attention was on her. Pax became irate and physically assaulted 2 other pax. Took 6 helper pax to assist in restraining him.”

7. 7 Next Steps  Develop a descriptor for this behavior  Look for opportunities to continue create increased awareness among carriers, labor organizations, regulatory agencies, customers and manufacturers  Potential industry conference  Review and adapt current flight attendant policies and training as necessary  Work cross-divisionally to educate customer service agents, pilots and dispatchers of warning signs

8. 8 Recap  Objective  Data Review  Statement from crews  Next Steps As safety professionals we feel a strong obligation to continue to share issues and concerns regarding safety risk….

9. 9 Contact Information  Vicki Jurgens safety@unitedafa.org  Sandra Ingram sandra.ingram@united.com Thank you!....... It’s Time to Fly ®