Air rage : the underestimated safety risk / Angela Dahlberg.

Format:

Book

Author/Creator:

Dahlberg, Angela.

Language:

English

Subjects (All):

Aeronautics, Commercial--Passenger traffic.

Air rage.

Physical Description:

xvii, 304 pages : illustrations ; 25 cm

Place of Publication:

Aldershot ; Burlington, Vt. : Ashgate, [2001]

Contents:

1 'Air Rage'

Developing a New Understanding 1

Links to Flight Safety 5

Issue Ownership 12

2 The Air Traveler

a Human Factors Issue 17

Human Factors in Aviation 18

Requirements 28

Consumer Research 29

Journey of Stress 35

Outlook 37

Preventive Strategies 38

Cabin Crew Self-Protection Model 53

Pentagon of Self-Protection 57

Airline Customer Service Commitmen 59

'Rater'

a Quality Service Strategy 62

A Synergistic Safety-Service Model 65

3 The Air Traveler

the Changing Face 73

A Snapshot of the Past 73

A Snapshot of the Present 74

A Question of Civility 74

A Measure of Discontent 76

Social Status

Risk Factors 79

From Terminal to Transit Town 81

Airports as Catalysts 82

Class Segregation 83

The Changing Needs 85

Legislation

a Change Engine 96

Canadian Transportation Agency Decisions 102

Challenges 106

The Physical Benefit of Communication 107

Monetary Value of Communication 108

Air Traveler

Protect Yourself 110

Training 111

4 Crew Members 119

A Historical Perspective 119

Service Expectations 125

Dealing with Technology, Dealing with Emotions 131

Leadership Role

Cabin Crew 132

Teamwork 134

Flight

Cabin Crew Relations 138

Cultural Differences in Communication 139

Safety and Service

the Central Paradox 143

Organizational Issues 145

A New Orientation 147

5 The Aviation System 153

The Airlines 153

Serving the Public Interest 154

Aviation System 158

A Complex System to Serve the Public Interest 162

Marketing

the Driving Force 168

Applying Reason's Error Model 175

6 Passenger Risk Management 181

Critical Path to Disruptive Acts 182

Interactive Model 187

Perpetrator(s) Individual Risk Factors 188

Victim(s) Individual Risk Factors 194

Workplace Risk Factors 197

Organizational Issues 199

Task Stations 201

Outcome 202

Enforcement and Security 204

Successful Prosecutions 209

Under the Microscope 218

Victim Initiatives 229

Consumer Rights 229

Countermeasures 1997-2001 230

International Trends 232

The Future of 'Air Rage' 234

Are the Airlines Doing Enough? 237

What More Needs to be Done? 239

Appendix A Denial of Carriage 249

Appendix B Carrier Compliance 253

Appendix C FAA Guidance 257

Appendix D CTA Decision 273

Appendix E Interview Assessment 281.

Notes:

Includes bibliographical references and index.

ISBN:

0754613259

OCLC:

46333172