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CSAC Summer Forum: Getting back to [not] normal - crisis intervention techniques

The MSP Customer Service Action Council (CSAC) Forum Committee will be hosting a virtual Summer Forum on the topic of crisis intervention on Thursday, Aug. 26, from 1 p.m. to 2 p.m. via Microsoft Teams.

This forum will feature experts discussing crisis intervention situations and tactics at MSP Airport and what airport employees can do when confronted with a disruptive customer. Speakers will also address the reasons for recent increases in unruly passengers, common themes, and the tactics they use to handle the situations.


  • Daniel Kowal of the Transportation Security Administration (TSA)
  • Taj Alexander of Delta Airlines
  • Sergeant Keith Boser of the Airport Police Department

To register and receive an invitation with instructions for joining the meeting, email Dana Nelson, director of Stakeholder Engagement, at

There will be an opportunity to ask the questions at the end of the event. All are welcome to attend.