Available In:
eLearning Hard Copy
Safety and Security
    - Drug and Alcohol
    - Incidents and Emergencies
Transit Operations
    - Customer Service
    - Fare Collection
Rider Groups
    - Older Adults
    - Passengers (General)
    - Passengers with Disabilities
National RTAP
    - Products
Transit Personnel
    - Board Members
    - Dispatch Staff
    - Drivers
    - Heads of Agencies
    - State Program Managers
    - Transit Management
    - Volunteers

Problem Passengers: Managing Difficult Passengers & Situations Learner's Guide

This training portrays many of the challenging situations front line rural transit staff may face, such as angry passengers, fare refusals, passengers under the influence, sexual advances, weapons, illegal drugs, offensive odors, and passengers with dementia, and provides appropriate driver responses. The course covers customer management and behavior modification techniques, and ways drivers can present themselves to set a positive tone and maintain authority to help prevent situations from escalating. 

Problem Passengers was updated in 2018. The course is available as a Learner’s Guide booklet with videos on an accompanying DVD, which can be ordered here, or as an interactive eLearning course online (see below).


  • Available on the DVD (for use on a computer or TV) included with the Learner’s Guide or on our YouTube Channel
  • Can be viewed as 13 clips or as one longer video.

eLearning Course

  • Available on National RTAP eLearning.  To get started, visit our National RTAP eLearning Overview page.
  • Contains six modules, plus a final exam. The modules contain the videos and exercises. Should take around 2 hours to complete.
  • Learners must complete all modules to take the exam and they must answer 70% of the questions correctly, but they have unlimited attempts. They must complete all modules and pass the exam to receive a certificate.
  • The eLearning course is also available on a DVD, not requiring the Internet or the eLearning system, although scores cannot be tracked. This DVD is shipped upon request; please email info@nationalrtap.org if interested.

Facilitator Resources

  • A narrated PowerPoint is available to help prepare instructors to deliver the course.
  • Available for download or view it in National RTAP eLearning under Facilitator Resources, where you will also find a blank Certificate of Completion for in-person training.

Citation: National RTAP. Problem Passengers: Managing Difficult Passengers & Situations Learner's Guide. 2018. http://www.nationalrtap.org/Training/National-RTAP-eLearning

Permanent URL: http://nationalrtap.org/Resource-Library/Advanced-Search/fid=110