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United Airlines Will Remove Drunk Passengers with New Protocol
By Amelia Roberts, Aviation Correspondent
April 29, 2025
In a bold move to bolster passenger safety and streamline in-flight experiences, United Airlines (UA) announced it will begin enforcing a new “Huddle Process” protocol starting May 1, 2025. The initiative, designed to identify and remove intoxicated passengers before takeoff, marks a significant shift in how the airline industry tackles one of the most disruptive issues in modern air travel: drunk and disorderly flyers.
The new protocol, which has already been quietly piloted at several major airports, including Chicago O’Hare (ORD), is expected to become a key standard across all UA hubs by the end of the year.
What Is the “Huddle Process”?
According to internal documents and statements from UA leadership, the “Huddle Process” refers to a structured, pre-boarding meeting between flight attendants, gate agents, and ground security teams. During this short meeting—lasting approximately five to seven minutes—crews will discuss any red-flag passengers observed during the boarding process or while waiting in the gate area.
“If someone is exhibiting signs of severe intoxication—slurred speech, aggressive behavior, or trouble walking—our teams are now empowered to flag those individuals before they ever step onto the aircraft,” said Nancy Graham, Vice President of In-Flight Operations at UA.
The process doesn’t just involve judgment calls by flight attendants. It incorporates input from customer service representatives and trained behavioral response officers stationed at the gate. The idea is to make the decision collaborative, avoiding sole reliance on one staff member’s perception.
“The huddle ensures that removing a passenger is a shared responsibility,” Graham added. “That increases fairness, reduces conflict, and helps ensure we’re acting in the best interest of all passengers.”
A Surge in In-Flight Incidents
United’s decision follows a worrying rise in alcohol-related in-flight incidents over the past two years. According to FAA data, unruly passenger reports jumped nearly 18% in 2024, with over 800 documented cases involving alcohol. Nearly 60% of those resulted in flight diversions, costing airlines millions in delays and operational disruptions.
While most passengers enjoy a glass of wine or beer responsibly, airport bars and lounges have become hotbeds for excessive pre-flight drinking. In some instances, passengers board visibly intoxicated but go unnoticed until mid-flight, when their behavior turns aggressive or erratic.
“Once we’re in the air at 35,000 feet, options become limited,” explained Captain Brian Tomlinson, a senior pilot for United Airlines. “We’re trained to de-escalate, but if a drunk passenger becomes violent or refuses to comply with crew instructions, we sometimes have to divert. That’s not just costly—it’s dangerous.”
Inside the New Training Program
To prepare for the rollout, UA has launched an intensive training program for all frontline employees. The program includes simulated scenarios, legal briefings, and hands-on workshops focusing on de-escalation and observation.
One module teaches staff to distinguish between nervous flyers—who may show signs of anxiety—and truly intoxicated individuals. Another section emphasizes non-verbal indicators: difficulty maintaining eye contact, unsteady gait, or erratic mood swings.
Perhaps most crucially, the training ensures staff can identify when intoxication is due to alcohol versus medical conditions or language barriers.
“We’re not here to shame or discriminate,” said Jasmine Lee, a customer service agent at Newark Liberty International. “The goal is to create a safer and more respectful flying environment for everyone.”
Critics Raise Privacy and Bias Concerns
However, not everyone is applauding the new protocol. Some advocacy groups have raised concerns about potential racial profiling, bias against neurodivergent individuals, or abuse of discretion by gate agents.
“It’s a slippery slope when you start making judgment calls about who’s ‘too impaired’ to fly,” warned Diana Cortez, director of the Passenger Rights Advocacy Network. “We’ve seen cases where cultural differences or medical conditions were misinterpreted as intoxication.”
In response, United Airlines has pledged transparency, promising that every removal under the Huddle Process will be logged, reviewed, and—if challenged—investigated by a third-party ombudsman.
“Our process will include documentation, and passengers will be informed of their rights,” said Graham. “We’re not looking to humiliate anyone. We just want safe, drama-free flights.”
What Happens to Removed Passengers?
Under the new policy, passengers deemed too intoxicated to fly will not be arrested—unless they become belligerent or pose a threat. Instead, they’ll be offered alternate flight options later in the day or the next morning, once they’ve sobered up.
The airline will also provide water, food vouchers, and—in some cases—hotel accommodations for affected travelers. Passengers who cooperate are likely to face no further consequences. However, repeat offenders or those who resist removal may be banned from flying with United for a designated period.
“We want to treat people with dignity, even when we’re denying them boarding,” said Lee. “But we also want to set clear boundaries: drunken antics aren’t tolerated.”
Early Success Stories and Passenger Support
Early results from pilot testing at ORD, LAX, and Denver show promising outcomes. In the past six months, 142 potential incidents were averted thanks to the Huddle Process. Passenger satisfaction scores on those flights were markedly higher, according to internal UA surveys.
“I’ve seen flights where a single drunk guy ruins the experience for everyone,” said Michael Landon, a frequent UA flyer. “This new protocol makes me feel safer, and honestly, more respected as a paying customer.”
Some passengers have also expressed relief at the prospect of quieter, less chaotic flights.
“I don’t think I’ve ever boarded a late-night Vegas-to-Chicago flight without at least one drunk disaster,” laughed Jenna Moretti, a business consultant. “If United wants to cut that off at the gate—good on them.”
A New Industry Standard?
As United prepares to launch the Huddle Process system-wide, other major U.S. carriers like Delta and American are reportedly monitoring the results. Several are considering similar strategies, especially ahead of the busy summer travel season.
For now, United appears to be leading the charge—balancing safety, dignity, and accountability in a move that could redefine the passenger experience.
“This isn’t about being punitive,” said Captain Tomlinson. “It’s about keeping the skies civil, predictable, and safe for everyone aboard.”
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