A passenger on a bus becomes aggressive and threatens other passengers. What should the driver do?

DISRUPTIVE PASSENGER MANAGEMENT requires the driver to balance multiple competing priorities: vehicle and traffic safety, the safety of all passengers, and dealing with the threat.

Correct priority order: (1) MAINTAIN CONTROL OF THE VEHICLE — do not abandon the wheel to deal with a passenger situation; most bus crashes involving disruptive passengers happen when the driver leaves the seat or is distracted from driving; (2) PULL TO SAFETY — when there is a safe opportunity, move off the road and away from traffic before trying to address the situation directly; (3) COMMUNICATE — radio or call dispatch and law enforcement immediately; most carriers have protocols requiring dispatcher notification for any security incident; (4) DE-ESCALATE — from the driver's seat, use a firm, calm voice; acknowledge the situation; avoid inflammatory language; (5) DO NOT PHYSICALLY CONFRONT unless trained and as an absolute last resort — driver safety affects all passengers; an injured or incapacitated driver cannot operate the vehicle.

Removing a passenger: Passengers can only be required to leave at a safe location (not mid-highway); follow carrier policy on passenger removal; law enforcement should be involved for aggressive situations.

After the incident: Complete an incident report regardless of how the situation resolved.