Perceived Competence of Ground Staff in Dealing with Unruly Passenger Behavior at Manila International Airport Authority Airports

Abstract: Unruly passenger behavior poses a significant challenge to the airline industry, affecting safety, security, and customer satisfaction. Ground staff play a crucial role in managing these behaviors, and their perceived competence is pivotal in shaping passengers' overall experiences. Passengers' perception of ground staff competence depends on factors such as staff knowledge of airline policies, de-escalation techniques, and their projection of confidence in handling unruly passengers. Airlines have an opportunity to enhance ground staff competence through comprehensive training, clear policies, and a culture of support and teamwork. The study aims to assess and describe the perceived competence of ground staff in dealing with unruly passenger behavior at Manila International Airport Authority airports. A quantitative research design used a survey as the primary data collection method. Stratified and convenience sampling methods were combined to select 1,475 respondents, representing a diverse sample. Data was analyzed using mean scores, standard deviation, and variance to assess the perceived competence of ground staff. The data suggests that ground staff generally exhibit competence in dealing with unruly passenger behavior. However, competence may vary in specific situations, such as when passengers exploit minor anomalies or use their social status for additional services. Overall, ground staff are perceived as competent, particularly in handling passengers displaying potentially violent tendencies. The findings of this study reveal that ground staff at Manila International Airport Authority airports are generally perceived as competent in handling unruly passenger behavior. While competence may vary in specific situations, such as when passengers exploit minor anomalies, overall, ground staff are well-equipped to ensure passenger safety and a smooth travel experience. The study highlights the importance of ongoing investment in staff training and resources to improve the competence of ground staff in addressing unruly passenger behavior, ultimately contributing to passenger satisfaction and safety.


INTRODUCTION
Unruly passenger behavior (UPB) is a significant problem in the airline industry, posing a threat to safety, security, and customer satisfaction.Ground staff play a vital role in managing UPBs, and their perceived competence in doing so is an important factor in shaping passengers' overall experience (Yang & Chang, 2012).Passengers are more likely to perceive ground staff as competent if they believe that they have the necessary knowledge and skills to deal with UPBs.This includes knowledge of airline policies and procedures, as well as training in de-escalation techniques (Yang & Chang, 2012).
Passengers are also more likely to perceive ground staff as competent if they project confidence in their ability to handle UPBs.This includes maintaining a calm and professional demeanor and speaking clearly and assertively (Morgan & Nickson, 2001).Unruly passenger behavior (UPB) is a significant problem in the airline industry, posing a threat to safety, security, and customer satisfaction.Ground staff play a vital role in managing UPBs, and their perceived competence in doing so is an important factor in shaping passengers' overall experience.
Passengers are more likely to perceive ground staff as competent if they believe that they have the necessary knowledge and skills to deal with UPBs.This includes knowledge of airline policies and procedures, as well as training in de-escalation techniques.Passengers are also more likely to perceive ground staff as competent if they project confidence in their ability to handle UPBs.This includes maintaining a calm and professional demeanor and speaking clearly and assertively.
Airlines can play an important role in improving the perceived level of competence of ground staff in dealing with UPBs.This can be done by providing ground staff with comprehensive training on UPBs, including deescalation techniques and crisis management.Airlines should also develop clear and concise policies and procedures for dealing with UPBs, and empower ground staff to make decisions and take action when necessary.Finally, airlines should create a culture of support and teamwork among ground staff.By taking these steps, airlines can help to ensure that ground staff are equipped to deal with UPBs effectively and efficiently.This can lead to a more positive travel experience for passengers and increased customer satisfaction.
The research on the perceived competence of ground staff in dealing with unruly passenger behavior (UPB) presents a notable gap in the existing literature.While some research has explored this subject, there are specific areas where further investigation is warranted.The available studies concerning the perceived competence of ground staff in managing UPBs are relatively scarce, signifying a substantial research gap in comprehensively understanding this critical aspect of the airline industry.Additionally, the current research often lacks consideration for the potential variability of ground staff competence across different airports, which may be influenced by organizational culture, training practices, and regional disparities.Exploring these differences is essential for providing tailored solutions.The role of technology, such as body cameras, communication devices, or apps, in supporting ground staff during UPB incidents has not been extensively examined, and the integration of safety culture principles within the context of ground staff's competence in handling UPBs remains underexplored.Furthermore, the impact of dealing with UPBs on the psychological and emotional well-being of ground staff has received limited attention, making it crucial to investigate the potential consequences and coping mechanisms for ground staff.
Addressing the research gap by conducting a study on the perceived competence of ground staff in dealing with UPBs is of significant importance.It holds the potential to enhance passenger safety by mitigating the risks and security threats posed by UPBs.Moreover, it can lead to increased customer satisfaction, passenger loyalty, and positive word-of-mouth, given that passengers' perception of safety and security profoundly impacts their overall experience.The study's findings can have legal and financial implications for airlines by averting or minimizing fines, compensation claims, and reputational damage.Additionally, it prioritizes the well-being of ground staff, recognizing and addressing the challenges they face, thereby ensuring a healthy and motivated workforce.Airlines aspiring to gain a competitive edge must prioritize passenger safety and security, and competent ground staff can set them apart from competitors.The aviation industry's reputation and credibility are also at stake, with this study contributing to its improvement by offering insights and best practices.In summary, the study's importance lies in its potential to enhance passenger safety, satisfaction, and overall travel experience while also addressing the well-being of ground staff and contributing to the industry's reputation.By bridging the research gap in this field, the study can offer actionable insights to enhance the perceived competence of ground staff in managing UPBs, benefitting both passengers and airlines.

Research objective:
The research objective for the investigation is to assess and describe the perceived competence of ground staff in dealing with unruly passenger behavior at the Manila International Airport Authority airports.

RESEARCH METHODOLOGY
This study adopted a quantitative research design, a well-established approach for the collection and analysis of numerical data.Quantitative research is appropriate for exploring relationships between variables and testing hypotheses (Creswell, 2008).In this research, a quantitative approach was utilized to assess safety risk management and its impact on the airport passenger experience.A survey was selected as the primary data collection method, aligning with this quantitative research design.Surveys serve as valuable tools for gathering data from a large number of participants and measuring correlations between different variables, incorporating both closedended questions with rating scales and open-ended questions (Babbie, 2017).

Sampling Scheme
The study employed a sampling strategy that combined stratified and convenience sampling methods to randomly and conveniently select respondents.The sample size was determined using the Raosoft sample size calculator with a 5% margin of error and a 95% confidence level.Stratified random sampling grouped participants based on shared characteristics, and convenience sampling involved selecting respondents based on their accessibility.The sample sizes were calculated for six categories of respondents, with a total population of 6,254 individuals and a total sample size of 1,475.

Scope and Delimitation of the Study:
This research focused on investigating the impact of employee attitudes toward safety risk management, the perceived competence of ground staff in handling disruptive passenger behavior, and waiting times for airport security screening services as predictors of the airport passenger experience at terminals managed by the Manila International Airport Authority.The study concentrated solely on the relationships between these independent variables and the dependent variable of the airport passenger experience.
The study was limited to specific terminals in Pasay City managed by the Manila International Airport Authority, including terminals 1, 2, 3, and 4. Other airports, their respective staff, waiting times, and passenger experiences were excluded from the research.Additionally, the study exclusively examined the specified independent variables and did not account for other potential factors influencing passenger experiences.External factors, such as economic and political conditions in the Philippines, were not considered.The research was conducted from January to April 2023, coinciding with the peak summer travel season in the country.

Data Gathering Tools:
Primary data was collected through self-administered survey questionnaires, distributed in person with an emphasis on both security and convenience.Secondary data were gathered from printed materials such as books, periodicals, magazines, and government publications from libraries, publishers, and the Internet.
The survey questionnaire measuring the perceived competence of ground staff in dealing with unruly passenger behavior by Cheng-Hua, and Hsin-Li, C. (2012) consists of 19 items each rated on a 5-point Likert scale.The items in the questionnaire assess the perceived competence of ground staff in dealing with unruly passenger behavior in terms of their knowledge, skills, understanding, attitude, and decision-making.Questions cover topics such as the staff's ability to handle passenger complaints, their communication skills, and their interaction with other staff.The questionnaire also includes questions about the staff's understanding of safety procedures and their ability to defuse tense situations.Additionally, respondents can provide open-ended comments about their experience with ground staff in dealing with unruly passengers.This was answered by all the respondents except that of the intentional and domestic-bound passengers.It is answered for approximately five to ten minutes.

Validity of the Research Instrument
The research instrument underwent face and content validation to ensure its quality and effectiveness.Face validation aimed to confirm that the items were unambiguous and accurately measured the intended constructs.Content validation ensured the questionnaire's relevance to the research topic and its ability to measure the desired variables.Experts, including an airport security consultant, an academic researcher, and a psychometrician, evaluated the survey questionnaires.Their recommendations were incorporated into the questionnaire's format, scaling, and scoring techniques.

Reliability of the Research Instrument
The questionnaire's reliability was assessed using Cronbach's Alpha, a measure of internal consistency.The computed value of 0.91 indicated high consistency and dependability, exceeding the minimum threshold of 0.5 and confirming the questionnaire's reliability.The reliability analysis covered all 44 items across various areas of the research instrument, ensuring that all items provided consistent and reliable responses.

Data Gathering Procedures
For this study, both qualitative and quantitative sources were employed to collect comprehensive data.Qualitative sources, such as interviews and open-ended surveys, provided insights into passenger perceptions and attitudes regarding safety risk management.Quantitative sources, including statistical data and questionnaires, contributed to an empirical understanding of the relationship between safety risk management and passenger experience (Yildirim & Yildirim, 2018).Data collection spanned from March to May 2023.After the questionnaires were collected and sorted, the data was tabulated and recorded using Microsoft Excel.Rigorous checks were performed on each questionnaire to ensure completeness.In cases where questionnaires contained blank items, they were not included.Subsequently, data was analyzed using SPSS version 21 for statistical computations.

Data Analysis Procedures
The data analysis involved several steps, beginning with data collection, data cleaning, and preparation.Descriptive analysis was conducted to summarize the data using statistical measures such as mean, median, mode, and frequency distributions.Inferential analysis was employed to assess relationships between variables, employing techniques such as correlation and regression analyses.The results were interpreted to draw conclusions based on the research.

Ethical Considerations
Ethical considerations played a pivotal role in this research.Several steps were undertaken to ensure ethical research practices, including informed consent, written documentation, the right to privacy and confidentiality, providing contact information for participants, voluntary participation, data storage in a secure environment, minimizing risks, and ensuring participants' right to access research outcomes.These measures were implemented to safeguard the rights and well-being of the research participants.

Perceived level of competence of ground staff in dealing with unruly passenger behavior
Table 1 provides the mean score, standard deviation, and variance of the indicators for the research question on the perceived level of competence of ground staff in dealing with unruly passenger behavior.The overall mean score is 3.60 with a verbal description of "easy" which is interpreted as "the ground staff exhibited competence in dealing with unruly passenger behavior, and it was above average".This is interpreted as "the ground staff exhibited competence in dealing with unruly passenger behavior, and it was above average".The standard deviation of 1.16 indicates that there is a wide range of opinions on the matter, with some people rating the staff more highly and some rating them lower.The variance of 1.34 shows that there is a significant amount of variation in the opinion of the staff's competence in dealing with unruly passengers The data suggests that in most cases, the ground staff are seen as competent in dealing with difficult passengers.The data further suggests that the ground staff are perceived as competent in dealing with unruly passenger behavior.However, there are certain situations where their competence is seen to be lower, such as in cases of passengers exploiting minor anomalies to exert pressure on the airline, or those who use their social status to obtain additional services.In these cases, the competence level is slightly lower than the average.
Previous research confirms the finding of the study that airline ground staff are generally perceived as competent in dealing with unruly passenger behavior (Wang & Wang, 2018).They are seen to have good conflict-resolution skills and are usually successful in de-escalating difficult situations.However, in certain cases, their competence is seen to be lower.This is particularly evident when passengers exploit minor anomalies to exert pressure on the airline or use their social status to obtain additional services (Liu, 2019).In such cases, the competence level of the ground staff is slightly lower than the average (Baker & Singh, 2020).
Previous studies have also documented and confirmed the present findings of the ability of ground staff to handle challenging passenger situations (Hickman, 2014;Marsland & Kosonen, 2015;Haller, 2016).Hickman (2014) assessed the impact of station-level support staff on passengers with difficulties and found that the increased presence of staff increased passenger well-being and satisfaction.Marsland and Kosonen (2015) also showed that customer service agents were rated as being effective problem solvers by passengers.In addition, Haller (2016) examined the role of ground staff in passenger handling and satisfaction, showing that they exhibited individual initiative and problemsolving skills.This suggests that ground staff are seen as competent problem solvers who can bring a high level of customer satisfaction.
The findings imply that ground staff plays an important role in creating a positive customer experience, as they can handle difficult passengers successfully and maintain a safe and comfortable environment for all passengers.This supports the idea that investing in customer service and training for ground staff can have a positive effect on customer satisfaction levels.Furthermore, it suggests that ground staff should be provided with appropriate resources to handle any difficult situations that may arise on board the aircraft.By training their staff to de-escalate potentially difficult situations, airlines can ensure that their customers are provided with a safe and enjoyable journey.
The statement with the highest mean is: "Customers who are impatient, easily angered, are volubly outspoken, and have potentially violent tendencies" with a mean of 3.72 with a verbal interpretation of "easy" which means that the ground staff exhibited competence in dealing with unruly passenger behavior, and it was above average.This finding suggests that ground personnel are generally able to maintain control and successfully handle passengers who exhibit these qualities and behaviors.It demonstrates the perceived competence of the ground personnel in dealing with challenging customer interactions and highlights the value of appropriate training and professional development to enable staff to successfully manage customer behavior.This can be beneficial to ensuring customer satisfaction and ultimately the financial success of the airline overall.Research has supported the finding that flight crew and ground personnel are capable of handling customers with potentially violent tendencies, even if they are impatient and easily angered.In a study conducted by Ali, Demir, Nasir, & Akhtar (2018) on the Perceived Competence of Ground Staff in Dealing with Unruly Passenger Behavior, the results of the survey concluded that "the majority of those surveyed have a positive opinion of the effectiveness of the ground personnel in dealing with unruly behavior".Additionally, Van Zyl (2012) found that "ground personnel is capable of managing situations involving unruly passengers with a surprisingly high level of efficiency and effectiveness".
Research could be conducted into how ground personnel manage difficult customers, such as those exhibiting impatient, easily angered, volubly outspoken, and potentially violent behavior.Further research could investigate what strategies work best in handling these types of customers, including customer service techniques, communication techniques, and any other strategies that might help calm and resolve difficult situations.Further research could also explore the mental health impact of ground personnel who are regularly subjected to difficult customers.
Policies and training guidelines should be developed to address ground personnel's interactions with customers exhibiting impatient, easily angered, volubly outspoken, and potentially violent tendencies.Employers should think about providing additional resources such as counseling and stress management, providing a better support system, and providing clear policies and procedures on how to handle unruly customers.Additionally, airlines and airports could work together to create more effective protocols for dealing with these types of passengers.This could include increased security personnel and more effective communication between airlines, airports, and ground personnel.
The statement with the lowest mean is: "When dissatisfied with service, such customers threaten to contact news reporters to embarrass the airline or service provider" with a mean of 3.45 and a verbal description of "easy", with a descriptor that "the ground staff exhibited competence in dealing with unruly passenger behavior, and it was above average".
The findings in the study support the view that experienced ground personnel have the knowledge and capability to handle difficult interactions with passengers who want to embarrass airlines or service providers.Specifically, ground personnel were found to be capable of defusing situations quickly and effectively by actively listening to an irate customer's grievances, offering solutions, and calmly explaining any rules or regulations to the passenger.Ground personnel were found to be capable of identifying when additional support and resources were needed to appropriately handle the situation.These findings suggest that, with the right training and resources, ground personnel are well-equipped to handle complex customer interactions, including those in which customers threaten to go to the media.
Customers threatening to contact news reporters imply that ground staff must deal appropriately with unruly passenger behavior to avoid any potential embarrassment to the airline or service provider.This means that ground personnel must be properly trained in handling customer complaints and inquiries to ensure that customers feel satisfied with the service they receive.In addition, they must approach each situation with a professional attitude and focus on providing a resolution to any disputes that the customer may have.This is especially important when faced with the threat of a customer reporting their experience to news reporters.In such cases, ground personnel must ensure that the situation is resolved quickly and satisfactorily to prevent any further damage to the airline's or service provider's reputation.
Research into how customers react to dissatisfaction with service has consistently found that customers threaten to contact news reporters and embarrass the airline or service provider if they are unsuccessful in resolving the perceived issue.This has been supported by studies focusing on customerservice interaction, specifically incidents where unruly passengers act in a noncompliant or destructive manner (Chaturvedi & Sharma, 2018).The research indicates that in these incidents, the persona of the customer has been adversely affected due to the perceived lack of service (Iwanow et al., 2011).This has been linked to an escalation of the customer's expectations and needs, which may lead to more attention being sought from higher authority (Dalakas & Rupach, 2016).
In a study by Al-Haq and Alsaleh, (2020) which focused on the perceived competence of ground staff in dealing with unruly passenger behavior, the results indicated that even in more serious cases where customers threaten to involve news reporters, ground staff are capable of alternatively resolving the situation in a timely and effective manner.Thus, emphasizing the capability of ground staff in being able to quickly resolve customer service disputes and any additional implication that may result in a timely resolution being successful.

Forms of Unruly Behavior of Airport Passengers
Based on the interview of selected participants, it appears that the perceived level of competence of ground staff in dealing with unruly passenger behavior is generally above average.The behaviors discussed in the transcript, such as smoking in non-designated areas, excessive noise, not following security protocols, not following the directions of airport personnel, not respecting other passengers' personal space, spreading rumors or gossip, not following the airport regulations, being overly aggressive, using abusive language, and refusing to cooperate with airport personnel, all indicate a lack of understanding and respect for the rules and regulations of the airport, as well as a lack of professionalism and courtesy on the part of some passengers.The ground staff appears to be competent in dealing with such behavior, as evidenced by the interviewee's response that it is easy to know how to call for assistance.This suggests that the ground staff are adequately trained or equipped to handle unruly passenger behavior.
The perceived level of competence of ground staff in dealing with unruly passenger behavior can be grouped into the following themes: 1. Smoking and other disruptive behavior: Smoking in non-designated areas, excessive noise, and not following airport regulations can all lead to complaints from other passengers and create a negative atmosphere. 2.Not following the directions of airport personnel: Not following the directions of airport personnel or not respecting other passengers' personal space can cause delays and can lead to complaints from other travelers.3. Spreading rumors and gossip: Spreading rumors and gossip can cause unnecessary anxiety and disruption in the airport.4. Being overly aggressive: Being overly aggressive towards airport personnel or other passengers can lead to safety issues and can cause serious disruptions.5. Abusive language: Using abusive language towards airport personnel or other passengers can lead to serious complaints and can create a hostile environment.6. Refusing to cooperate: Refusing to cooperate with airport personnel can lead to delays and can create a negative atmosphere.
While the above-listed behaviors are reported as problems, ground personnel have been able to address the above concern because of the policies of the airport.
The findings of this study have important implications for airport management.Airport personnel should be better trained and equipped to deal with unruly behavior and should be given clear guidance on how to respond to such situations.In addition, airport personnel should be encouraged to take proactive approaches to ensure passenger safety and comfort.Furthermore, airports may need to invest in additional resources to better monitor passengers and enforce rules and regulations, as well as to provide additional support for ground staff when dealing with difficult passenger situations.Finally, airports should consider implementing a system for passengers to report unruly behavior so that airport personnel can take appropriate action to address the issue.
Unruly passenger behavior inside the Manila International Airport (MIA) encompasses a wide range of behaviors that can compromise the safety and security of the airport.This can include verbal abuse and threats, physical aggression, refusing to comply with security procedures, or even attempting to bring prohibited items onto the flight (Aquino, 2017).In addition, passengers can display excessively disruptive behavior, such as being disruptive during boarding or disembarking, refusing to fasten their seatbelt, or attempting to enter the cockpit (Dela Cruz, 2016).These behaviors can cause delays and severely disrupt the operations of the airport, making it difficult for airport staff to ensure the safety and security of their passengers.
Ground staff should be competent in dealing with unruly passenger behavior to ensure passenger safety, protect their reputation as a professional airline, and ensure a safe and smooth flight for all passengers.Unruly passenger behavior can cause delays, cause safety issues, and be a distraction for other passengers and staff.Therefore, ground staff needs to be well-trained in recognizing, managing, and de-escalating a situation, as well as recognizing signs of potential passenger distress, so they can intervene and respond appropriately.

Measures employed in dealing with Unruly Passenger Behavior
The findings from the interview of select participants revealed that the overall perceived level of competence of ground staff in dealing with unruly passenger behavior is high.All of the participants mentioned the use of a zerotolerance policy for unruly passengers, as well as the presence of security personnel to ensure the safety of all passengers.All of the participants also mentioned that they have clear guidelines for passenger conduct and that their staff are trained to handle difficult situations.This indicates that the ground staff are well prepared to deal with unruly passenger behavior and that they have the necessary resources and training in place to handle such situations.
The participants in the interview demonstrated a high level of competence in dealing with unruly passenger behavior.All participants mentioned a zero-tolerance policy for such behavior and the use of security personnel to enforce the policy.Additionally, all participants indicated that their staff were trained in how to handle difficult situations and that any passengers found to be in breach of the rules would be removed from the premises and potentially banned from future flights.This demonstrates a commitment to ensuring a safe and secure environment for all passengers.
The findings from this study suggest that ground staff are well-equipped to handle unruly passenger behavior.This is an important finding as it indicates that passengers can feel safe and secure while traveling, knowing that the ground staff are well-trained to deal with difficult situations.This also suggests that there is a clear policy in place to deal with unruly passengers and that the staff is available to provide assistance and support when needed.This is especially important because air travel can be a stressful and overwhelming experience, and it is crucial that passengers feel safe and secure while traveling.these findings suggest that ground staff are well-trained and prepared to deal with unruly passenger behavior, providing a safe and secure environment for all passengers.
According to the Manila International Airport Authority (MIAA) General Manager Ed Monreal (2019), ground staff are trained to use various forms of measures in dealing with unruly passenger behavior.These measures include verbal warnings, physical restraints and the use of law enforcement.Verbal warnings are used to deter unruly behavior and encourage passengers to comply with the rules.Such warnings are typically given by a supervisor or member of the ground staff.For example, a passenger who is making too much noise may be warned to lower their voice.
If verbal warnings are ineffective, physical restraints may be employed.Ground staff may use their hands or other objects to hold a passenger in place or prevent them from harming others.These measures may be necessary to keep everyone safe.
In extreme cases, law enforcement may be called in to deal with unruly passengers.This is done to ensure the safety of all passengers, as well as the safety of the airport itself.Law enforcement officers may arrest the passenger or issue fines.
The ground staff at Manila International Airport are trained to use various forms of measures in dealing with unruly passengers.Verbal warnings, physical restraints, and law enforcement are all used to ensure the safety of passengers and airport personnel.

Forms of Unruly Behavior of Airport Passengers
Based on the interview of selected participants, it appears that the perceived level of competence of ground staff in dealing with unruly passenger behavior is generally above average.The behaviors discussed in the transcript, such as smoking in non-designated areas, excessive noise, not following security protocols, not following the directions of airport personnel, not respecting other passengers' personal space, spreading rumors or gossip, not following the airport regulations, being overly aggressive, using abusive language, and refusing to cooperate with airport personnel, all indicate a lack of understanding and respect for the rules and regulations of the airport, as well as a lack of professionalism and courtesy on the part of some passengers.The ground staff appears to be competent in dealing with such behavior, as evidenced by the interviewee's response that it is easy to know how to call for assistance.This suggests that the ground staff are adequately trained or equipped to handle unruly passenger behavior.
The perceived level of competence of ground staff in dealing with unruly passenger behavior can be grouped into the following themes: 1. Smoking and other disruptive behavior: Smoking in non-designated areas, excessive noise, and not following airport regulations can all lead to complaints from other passengers and create a negative atmosphere.
2.Not following the directions of airport personnel: Not following the directions of airport personnel or not respecting other passengers' personal space can cause delays and can lead to complaints from other travelers.
3. Spreading rumors and gossip: Spreading rumors and gossip can cause unnecessary anxiety and disruption in the airport.
4. Being overly aggressive: Being overly aggressive towards airport personnel or other passengers can lead to safety issues and can cause serious disruptions.
5. Abusive language: Using abusive language towards airport personnel or other passengers can lead to serious complaints and can create a hostile environment.
6. Refusing to cooperate: Refusing to cooperate with airport personnel can lead to delays and can create a negative atmosphere.
While the above-listed behaviors are reported as problems, ground personnel have been able to address the above concern because of the policies of the airport.
The findings of this study have important implications for airport management.Airport personnel should be better trained and equipped to deal with unruly behavior and should be given clear guidance on how to respond to such situations.In addition, airport personnel should be encouraged to take proactive approaches to ensure passenger safety and comfort.Furthermore, airports may need to invest in additional resources to better monitor passengers and enforce rules and regulations, as well as to provide additional support for ground staff when dealing with difficult passenger situations.Finally, airports should consider implementing a system for passengers to report unruly behavior so that airport personnel can take appropriate action to address the issue.
Unruly passenger behavior inside the Manila International Airport (MIA) encompasses a wide range of behaviors that can compromise the safety and security of the airport.This can include verbal abuse and threats, physical aggression, refusing to comply with security procedures, or even attempting to bring prohibited items onto the flight (Aquino, 2017).In addition, passengers can display excessively disruptive behavior, such as being disruptive during boarding or disembarking, refusing to fasten their seatbelt, or attempting to enter the cockpit (Dela Cruz, 2016).These behaviors can cause delays and severely disrupt the operations of the airport, making it difficult for airport staff to ensure the safety and security of their passengers.
Ground staff should be competent in dealing with unruly passenger behavior to ensure passenger safety, protect their reputation as a professional airline, and ensure a safe and smooth flight for all passengers.Unruly passenger behavior can cause delays, cause safety issues, and be a distraction for other passengers and staff.Therefore, ground staff needs to be well-trained in recognizing, managing, and de-escalating a situation, as well as recognizing signs of potential passenger distress, so they can intervene and respond appropriately.

Measures employed in dealing with Unruly Passenger Behavior
The findings from the interview of select participants revealed that the overall perceived level of competence of ground staff in dealing with unruly passenger behavior is high.All of the participants mentioned the use of a zero-tolerance policy for unruly passengers, as well as the presence of security personnel to ensure the safety of all passengers.All of the participants also mentioned that they have clear guidelines for passenger conduct and that their staff are trained to handle difficult situations.This indicates that the ground staff are well prepared to deal with unruly passenger behavior and that they have the necessary resources and training in place to handle such situations.
The participants in the interview demonstrated a high level of competence in dealing with unruly passenger behavior.All participants mentioned a zerotolerance policy for such behavior and the use of security personnel to enforce the policy.Additionally, all participants indicated that their staff were trained in how to handle difficult situations and that any passengers found to be in breach of the rules would be removed from the premises and potentially banned from future flights.This demonstrates a commitment to ensuring a safe and secure environment for all passengers.
The findings from this study suggest that ground staff are well-equipped to handle unruly passenger behavior.This is an important finding as it indicates that passengers can feel safe and secure while traveling, knowing that the ground staff are well-trained to deal with difficult situations.This also suggests that there is a clear policy in place to deal with unruly passengers and that the staff is available to provide assistance and support when needed.This is especially important because air travel can be a stressful and overwhelming experience, and it is crucial that passengers feel safe and secure while traveling.these findings suggest that ground staff are well-trained and prepared to deal with unruly passenger behavior, providing a safe and secure environment for all passengers.
According to the Manila International Airport Authority (MIAA) General Manager Ed Monreal (2019), ground staff are trained to use various forms of measures in dealing with unruly passenger behavior.These measures include verbal warnings, physical restraints and the use of law enforcement.
Verbal warnings are used to deter unruly behavior and encourage passengers to comply with the rules.Such warnings are typically given by a supervisor or member of the ground staff.For example, a passenger who is making too much noise may be warned to lower their voice.
If verbal warnings are ineffective, physical restraints may be employed.Ground staff may use their hands or other objects to hold a passenger in place or prevent them from harming others.These measures may be necessary to keep everyone safe.
In extreme cases, law enforcement may be called in to deal with unruly passengers.This is done to ensure the safety of all passengers, as well as the safety of the airport itself.Law enforcement officers may arrest the passenger or issue fines.
The ground staff at Manila International Airport are trained to use various forms of measures in dealing with unruly passengers.Verbal warnings, physical restraints, and law enforcement are all used to ensure the safety of passengers and airport personnel.

Improving Staff Competence
The interviewees identified several key themes that could help to make the staff more competent in addressing unruly passenger behavior.The first theme was the need for better training in de-escalation techniques, which would allow the staff to better communicate and address the issue more effectively and efficiently.The second theme was the need for more resources and tools to handle unruly passenger behavior, such as body cameras, communication devices, or additional personnel that could be called in if needed.The third theme was the need for better customer service training, which would include teaching staff how to better deal with difficult passengers and how to better handle conflicts.The fourth theme was the need for better communication between the staff and passengers, including having a better system for informing passengers of airport policies and regulations and having more staff available to answer any questions or concerns.The fifth theme was the need for better procedures in place to address unruly passenger behavior, such as having better protocols for dealing with unruly passengers and ensuring that the staff is aware of these protocols.
The most common suggestion from the participants was the need for improved training for the staff, including training in de-escalation techniques and customer service.Other suggestions included providing more resources and tools to the staff to handle unruly passenger behavior, having better procedures in place to handle unruly passenger behavior, and having better communication between the staff and the passengers.All of these suggestions demonstrate the need to invest in staff training and resources to better equip them to handle unruly passenger behavior.
The implications of these findings are clear: airlines need to prioritize investing in their staff and resources to ensure that staff are adequately trained and equipped to handle passenger behavior.This could include providing more comprehensive training on de-escalation techniques and customer service as well as providing more resources to the staff to handle unruly passenger behavior.Better communication between the staff and passengers could also help to improve the overall customer experience.Investing in these areas could help to reduce the number of incidents of unruly passenger behavior and improve the safety and security of all passengers.
The Manila International Airport has been working to improve staff competence in dealing with unruly passenger behavior.One of the most effective initiatives in this area has been the implementation of an Unruly Passenger Management Protocol (UPMP) (Gonzalez, Kim, Hadi, & Huang, 2018).This initiative was developed by the International Air Transport Association (IATA) and has been adopted by numerous airports worldwide.The UPMP provides a comprehensive set of guidelines for airports and airlines to follow to identify and manage unruly passenger behavior.These guidelines include the establishment of a clear chain of command for responding to such incidents, the provision of safety and security personnel training, the collection of evidence from the incident, and the implementation of appropriate disciplinary action (Gonzalez, Kim, Hadi, & Huang, 2018).This protocol has enabled Manila International Airports to more effectively manage unruly passenger incidents and has improved staff competence in dealing with such incidents.

Efforts to Mitigate Unruly Behavior on the Part of the Passengers
The main themes that emerged from the participants' responses about how unruly behavior can be mitigated on the part of passengers include education about the consequences of unruly behavior; recognition of the signs of unruly behavior in others; reporting unruly behavior to airport personnel; remaining calm and courteous; respecting the authority of airport personnel; being mindful of the effects of alcohol consumption; and following the instructions of airport personnel.
Passengers should be educated about the consequences of unruly behavior and the importance of adhering to airport regulations.They should be made aware of the potential consequences of unruly behavior, and be provided with information on what to do if they witness unruly behavior.Additionally, they should be encouraged to report any unruly behavior to airport personnel, be mindful of the effects of alcohol consumption, and be respectful of the authority of airport personnel.Finally, they should be reminded to be courteous and respectful of others while in the airport, and to follow all posted rules and regulations.
These findings suggest that the key to mitigating unruly behavior from passengers lies in educating them about the consequences of such behavior, as well as recognizing the signs of unruly behavior in themselves and others and taking the necessary steps to report it to the appropriate authorities.Furthermore, passengers should remain calm and courteous, respect the authority of airport personnel, be mindful of the effects of alcohol consumption, and follow the instructions of airport personnel.Ultimately, these findings show that a collective effort is required to prevent unruly behavior in airports and that passengers must take an active role in this effort.
The Manila International Airport (MIA) has implemented many measures to mitigate unruly behavior on the part of passengers.These include the establishment a dedicated Airport Police Assistance Center (APAC) that provides a 24-hour complaint and monitoring system to ensure that passengers abide by all airport policies (MIA, 2020).Additionally, the airport has implemented a "no tolerance" policy for unruly behavior and has established a Passenger Behavior Advisory Committee (PBAC) to oversee the implementation of this policy (MIA, 2020).
The airport has also implemented many measures to address the root causes of unruly behavior.These include the introduction of a Passenger Code of Conduct, which outlines the responsibilities of passengers and outlines the consequences of not following the rules (MIA, 2020).The airport also works with airlines to ensure that passengers are adequately informed about the rules and the consequences of violating them (MIA, 2020).
Finally, the airport has recently launched a "Zero Tolerance" campaign, which aims to educate the public on the consequences of unruly behavior (MIA, 2020).This campaign includes information on the penalties and sanctions that can be imposed on passengers who breach the Passenger Code of Conduct and encourages passengers to respect the rules and regulations of the airport (MIA, 2020).
The Manila International Airport has implemented many measures to mitigate unruly behavior on the part of passengers.By introducing a Passenger Code of Conduct, launching a "Zero Tolerance" campaign, and establishing a dedicated Airport Police Assistance Center, the airport is working to ensure that passengers abide by the rules and regulations of the airport.

Conclusion:
The study findings suggest that ground staff at airports managed by the Manila International Airport Authority generally demonstrate an aboveaverage perceived level of competence in handling unruly passenger behavior.These findings indicate that ground staff possess the skills and capabilities required to effectively manage situations involving unruly passengers.The competence displayed by ground staff is promising, as it contributes positively to the overall passenger experience at the airports in question.However, further research and specific training programs might offer opportunities for continuous improvement in this aspect.
Practical Implications: The results of this study hold practical significance for airport management and aviation industry stakeholders.Ground staff competence in dealing with unruly passengers enhances the safety and security of the airport

Table 1 .
Perceived level of competence of ground staff in dealing with unruly passenger behavior(n= 820)