Causes of and Remedies for Passenger Misconduct

摘要

A spokesman for a major U.S. airline has said that there is no excuse for passenger misconduct. There is value, however, in examining the causes of such behavior, because knowing the causes helps the airline industry cope with the problem. Air traffic is expected to grow 50 percent by the year 2007, further crowding airports and highways. Flight delays are increasing and are predicted to exacerbate scheduling difficulties within the next 10 years. These factors, added to the stress, fear, frustration, and violence induced by fast-paced living, have the potential to contribute to worsening passenger misconduct. Better cooperation from law enforcement, more severe consequences for misconduct, strong airline policies and support for crewmembers, and implementation of advanced technologies at airports will begin to control this escalating problem. These, however, will not counter the social causes of passenger misconduct. It is not enough to react to incidents after they have happened. Airlines must approach the disruptive passenger dilemma proactively, by providing employees with the tools they need to defuse hostile passenger behavior. American Trans Air is implementing such a program.