Air rage – how Monarch is reducing alcohol-fuelled incidents’
Our Cabin Crew Regional Manager for Gatwick, Jane Goodchild explains that customer comfort, enjoyment and of course safety are at the top of her list when it comes to flying. “Of course, we want people to enjoy their holiday but the strong message is that we want all our customers to have an enjoyable experience when flying with us; for some that means ensuring that the partying doesn’t start too early whilst onboard.”
In a joined up approach, both airline and airport staff were also invited to be vigilant of intoxicated travellers who may be purchasing duty free alcohol and “starting the party too early” which may cause awkwardness and discomfort for other passengers as they may be disturbed. Simple measures such as handing out informative flyers at airports and supplying posters explaining the effects of alcohol in flight have helped spread the message. Monarch customers explained they feel that their enjoyment of their flights is paramount to our staff and really shines through with this initiative.
The initiative, set up last year, is close to the heart of Jane. Jane tells us that when she first started in the role she became aware of an increase in reports of anti-social behaviour on flights to certain destinations. Jane’s aim was to tackle this by looking at the causes and by talking with the crew to understand the problems they were facing, it became apparent that customers who drank before flights in the airport terminal were a major factor.
The initiative has involved the Sussex Police team patrolling Gatwick Airport’s pubs and bars and asking staff not to serve people who have been drinking excessively.
Police worked with Monarch Airlines to target late evening flights to Ibiza. Jane explained the police have been wonderful, giving support and advice to her and her team at Gatwick. The police have allocated a specific Liaison Officer, PC Russ Brown who is part of the response team for Sussex. PC Brown has supported crew through crew room visits where he gives advice on how to deal with anti-social behaviour and re-affirming the message.
Jane is delighted with the impact: “I am really pleased that we have received support from both the airport and Sussex police and that it has had such a positive effect. We don’t want to stop our customers having a good time but some start their holidays just a little too early and this can spoil it for other customers.”
A year since launch, the results are overwhelmingly positive, with the police force reporting a ‘significant reduction’ in alcohol-fuelled incidents. Jean Irving, Sussex Police’s licencing and public safety manager, said: “Since we have begun working with our partners the problem has reduced considerably. At the root of it all has been working in partnership with airport staff and businesses to raise awareness around alcohol consumption and flying, with the focus very much being on responsible drinking.” From reports from the previous year (2013) anti-social behaviour has halved, and although we are only 2 months in to the season, results based on the same period last year show a further halving of results.
The trial’s success has gained us international coverage with the likes of USA Today, Daily Mail and The Telegraph reporting on the scheme. Jane and our partners in the police also presented the results of the initiative next month at ‘DisPax World’, an international conference on aviation safety.
Jane’s initiative is a wonderful example of Monarch leading the way – and doing the right thing.
