The infamous "Nairobi incident" involved a passenger forcibly taking controls of a plane and dropping the aircraft 15,000 ft prior to the captain regaining control.

BA's response, and to the events of 9/11, was to introduce procedures whereby staff can refuse customers the right to board an aircraft if they are seen as a threat to property or person, a procedure known as the Yellow Card.

A 1.5 hour e-learning solution includes interactive and realistic scenarios explaining how to identify potential security threats, handle the situation and address staff and passenger rights. The programme has played a crucial role in changing behaviour with BA staff in handling these difficult situations.

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