Safety Versus Passenger Service: The Flight Attendants' Dilemma

After 9/11, new security duties were instituted at many U.S. air carriers and existing safety and security duties received increased emphasis. Concurrently, in-flight services were changed and in many cases, cabin crews were reduced. This article examines the post-9/11 conflict between passenger ser...

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Bibliographic Details
Published in:The International journal of aviation psychology 2013-04, Vol.23 (2), p.91-112
Main Authors: Damos, Diane L., Boyett, Kimberly S., Gibbs, Patt
Format: Article
Language:English
Subjects:
Airlines
Aviation
Aviation psychology
Cabins
Carriers
Conflict
Domestic
Military aircraft
National security
Passenger services
Safety
Security
Terrorism
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Summary:After 9/11, new security duties were instituted at many U.S. air carriers and existing safety and security duties received increased emphasis. Concurrently, in-flight services were changed and in many cases, cabin crews were reduced. This article examines the post-9/11 conflict between passenger service and the timely performance of safety and security duties at 1 major U.S. air carrier. In-flight data were obtained on both international and domestic flights. The data suggest that the prompt performance of the safety and security duties is adversely affected by the number of service duties occurring in the later part of both international and domestic flights.
ISSN:1050-8414
1532-7108
DOI:10.1080/10508414.2013.772822