This TSA video begins, “a poke to the eyes, a slap to the ears, a kick to the groin.. these students aren’t air marshals, they’re airline flight attendants.”
Airline set standards. In the United incident, crew followed procedures and it was Chicago Aviation Police who bloodied passenger Dr. David Dao.
Airlines and the government invest in training flight attendants to view passengers as potential threats:
Flight attendant Gina Hernlem knows the threat is real: ‘It just happened last week. It was that demeanor, it was that cold stare, getting into personal space, moving the shoulder in. It never escalated..
The flight attendants describe the training as fun but the real reason for the classes is never far from the surface. If it comes to fighting or fleeing? “I’ll fight. Absolutely. Onboard the aircraft you don’t have a choice.” Like most of the crew members taking the training, Sara Nelson has powerful memories of September 11, 2001..”
What there isn’t enough training on? Not treating customer service problems as law enforcement issues.