Air Rage: The Underestimated Safety Risk

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ISBN: 9780754613251 | 0754613259
Cover: Hardcover
Copyright: 6/28/2001

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This book introduces a new Human Factors concept that includes the air passenger as an integral part of the aviation system. It develops a revised Reason Model on Human Error that applies its principles to the prevention of passenger misconduct, with a focus on organizational issues affecting the interface between the air passenger and the airlines.

List of Figures and Tables	p. viii
Foreword	p. ix
Preface	p. xii
Acknowledgements	p. xv
List of Abbreviations	p. xvii
'Air Rage'--Developing a New Understanding	p. 1
Background	p. 1
Definitions	p. 1
Links to Flight Safety	p. 5
Issue Ownership	p. 12
Scope	p. 13
Summary	p. 14
The Air Traveler--a Human Factors Issue	p. 17
Introduction	p. 17
Human Factors in Aviation	p. 18
Requirements	p. 28
Consumer Research	p. 29
Journey of Stress	p. 35
Outlook	p. 37
Preventive Strategies	p. 38
Cabin Crew Self-Protection Model	p. 53
Pentagon of Self-Protection	p. 57
Airline Customer Service Commitmen	p. 59
'Rater'--a Quality Service Strategy	p. 62
A Synergistic Safety-Service Model	p. 65
The Air Traveler--the Changing Face	p. 73
Introduction	p. 73
A Snapshot of the Past	p. 73
A Snapshot of the Present	p. 74
A Question of Civility	p. 74
A Measure of Discontent	p. 76
Social Status--Risk Factors	p. 79
From Terminal to Transit Town	p. 81
Airports as Catalysts	p. 82
Class Segregation	p. 83
The Changing Needs	p. 85
Legislation--a Change Engine	p. 96
Canadian Transportation Agency Decisions	p. 102
Challenges	p. 106
The Physical Benefit of Communication	p. 107
Monetary Value of Communication	p. 108
Air Traveler--Protect Yourself	p. 110
Training	p. 111
Crew Members	p. 119
Introduction	p. 119
A Historical Perspective	p. 119
Service Expectations	p. 125
Dealing with Technology, Dealing with Emotions	p. 131
Leadership Role--Cabin Crew	p. 132
Teamwork	p. 134
Flight--Cabin Crew Relations	p. 138
Cultural Differences in Communication	p. 139
Safety and Service--the Central Paradox	p. 143
Organizational Issues	p. 145
A New Orientation	p. 147
The Aviation System	p. 153
Introduction	p. 153
The Airlines	p. 153
Serving the Public Interest	p. 154
Aviation System	p. 158
A Complex System to Serve the Public Interest	p. 162
Marketing--the Driving Force	p. 168
Applying Reason's Error Model	p. 175
Passenger Risk Management	p. 181
Introduction	p. 181
Critical Path to Disruptive Acts	p. 182
Interactive Model	p. 187
Perpetrator(s) Individual Risk Factors	p. 188
Victim(s) Individual Risk Factors	p. 194
Workplace Risk Factors	p. 197
Organizational Issues	p. 199
Task Stations	p. 201
Outcome	p. 202
Summary	p. 203
Enforcement and Security	p. 204
Successful Prosecutions	p. 209
Under the Microscope	p. 218
Victim Initiatives	p. 229
Consumer Rights	p. 229
Countermeasures 1997-2001	p. 230
International Trends	p. 232
The Future of 'Air Rage'	p. 234
Are the Airlines Doing Enough?	p. 237
What More Needs to be Done?	p. 239
Denial of Carriage	p. 249
Carrier Compliance	p. 253
FAA Guidance	p. 257
CTA Decision	p. 273
Interview Assessment	p. 281
Bibliography	p. 285
Index	p. 293
Table of Contents provided by Syndetics. All Rights Reserved.

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Air Rage: The Underestimated Safety Risk

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