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. It also builds a synergistic model addressing the traditional conflict between safety and service objectives. Incorporating a diffusion of air traveller tension, a Passenger Risk Management Model leads to a strategic approach for reducing incidents of Air Rage.
Table of Contents
Contents: Air rage - developing a new understanding; The air traveller - a human factors issue; The air traveller - the changing face; Crew members; The aviation system; Passenger risk management; Appendices; Bibliography; Index.
Angela Dahlberg is president of DAHLBERG & ASSOCIATES, an aviation management consultancy located in Calgary, Alberta, Canada. Angela Dahlberg received her education in Bonn, Germany, Madrid and Salamanca, Spain. She brings to D&A 25 years experience in aviation management. Her responsibilities increased progressively covering line management, training, station operations control management, cabin safety policies and procedures, and regional management. Angela Dahlberg has researched the phenomenon of disruptive passengers since 1995. She is a member of the Transport Canada Working Group on Prohibition of Interference with Crew Members.
’A must read for anyone in the airline and aviation business, in particular those individuals and organizations responsible for maintaining the security and safety of passengers and crews as well as all employees who interface directly or indirectly with the traveling public. This text is the first complete and thorough compilation of aviation security issues to date and should be a prerequisite read for all stakeholders in the security genre. The author has brought tremendous insight and a global perspective to a growing global phenomenon. The complex and at times esoteric subject is well researched, and documented. The indexed text is easy to read and comprehend, an invaluable resource for a wide audience, including for the media and the general public. Angela Dahlberg is a subject expert, "Read and Learn."’ Captain Matt Sheehy (Associate ), ALPA Security Committee ’This definitive work provides analytical models and guidelines for preventing air rage and assessing and managing passenger risk, making it a necessary read for aviation professionals and essential for training staff and air crews.’ The Aerospace Professional 'This is a fascinating, non-emotive book dealing with a very concerning, emotive subject ... I cannot rate this book highly enough for its insight and commentary. I can picture exactly what is going through the mind of the author here and relate it to my own direct experiences in all classes of airline cabin. ... A highly recommendable read for all aviation professionals, even if you don't go in the air. A few check-in and gate staff could benefit from reading about how their behaviour can really wind up passengers without trying.' M2 Best Books (website) '...contains a wealth of information...a must-read for all aviation employees...the public also would greatly benefit reading this book and human factor courses at university level should consider utilizing this text.' International Journal of Applied Aviation Studies