| Abstrakt: |
Aggressive passengers have forced airlines to divert flights and make unscheduled landings. There have been legal consequences, both in criminal and civil courts, as well as financial costs when airplanes are forced to redirect a flight, or to provide vouchers to resolve complaints. This study investigates the extent to which current airline irritants contribute to passenger anger, which may cause conflict, redirected flights and legal ramifications. 245 passengers were questioned regarding their experience flying over the last two years and how factors including smell, noise, seat size, hunger, and unwanted touch affected their mood. These factors can all be considered an assault on the senses of passengers that would not occur in any other environment. Results indicate that confinement and physical discomfort of having strangers encroach into personal space made people most likely to be angry and take action against fellow passengers. Noise and hunger made them angry, but not take action, thus creating the potential for conflict. These human factors have implications for passenger safety, civil rights and airline operations. |
