Executive Summary

Though technological advancements, population growth and globalisation are boosting the growth in air travel, the threat of air rage is becoming a source of concern to industry stakeholders. According to BALPA, UK registered aircraft had over 3485 occurrences of air rage between March 2008 and April 2009. Included are 29 cases where passengers had to be restrained and in 13 cases, flights had to be diverted. The number of recorded “serious” incidents was 44.This essay will attempt to discuss the apparent causes, triggers, symptoms and effects of disruptive passenger behaviour. As well as highlight what the industry can do manage or prevent “air rage”. The approach will cover the role of various stake holders including, the travelling public (passengers), regulators, airline management and employees.

Definitions

The ICAO air navigation order defines this as:

“any act, whether verbal or otherwise, or threat of action committed by anyone on board an aircraft, whether on the ground or in the air, which could endanger or harm the crew, passengers, ground staff or property, or deflect crew from their duties, compromise the safety of the flight, or reasonably construed as a nuisance to other air passengers, including offences committed under the air navigation order.”

The FAA has defined 3 levels of disruptive passenger behaviour:

1. The flight attendant requests compliance to crew member instructions and the passenger complies with the request. No further action is required and the incident does not warrant a report to the cockpit.

2. The flight attendant request compliance, but the passenger continues the disturbance which interferes with cabin safety such as a continuation of verbal abuse or continual refusal to comply with federal regulations (i.e. failure to fasten a seat belt, use of unauthorised electronic equipment, e.t.c.)

3. Crew members are disrupted by the continuing passenger interference or a passenger or crew member is injured or subject to a credible threat of injury, or an unscheduled landing is made and/or restraint such as hand cuffs is used.

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The CAA on the other hand, simply categorises these events as either significant or serious.

1. Introduction

“Air rage” is a phrase loosely used to describe a range of antisocial and proscribed passenger behaviours, while onboard an aircraft. Also referred to as, “disruptive passenger behaviour”. These can range from disobeying crew instructions, interfering with crew duties to verbal and physical abuse.

The first recorded incident occurred in 1947 on an American registered aeroplane flying to Miami from Havana.

1.1 “Air rage” and the “fear of flying”.

A study commissioned by the CAA in 2001 showed that recorded incidents of air rage are relatively rare; occurring in 1 in 4,000,000 airline passengers.

However, there is a poignant relationship between air rage and the fear of flying. For example, when a passenger who is already slightly nervous experiences a severe case of air rage; the encounter may cause such trauma that if not appropriately treated, will lead to an acute fear of flying. Conversely, a passenger with a clinical fear of flying may exhibit behaviours and tendencies that other passengers and crew will rightly interpret as “air rage”.

It is important to note that the fear of flying currently affects approximately 1 in 5 passengers. The effects range from almost unnoticeable cases, where the subjects have developed an effective coping mechanism and thus fly without causing the least distraction to their fellow passengers or the airline crew, to those with severe cases of flying anxiety, the symptoms though involuntary can threaten aircraft safety and thus sadly constitute of air rage.

1.2 The cognitive behavioural mode

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This cycle shows the inter-dependency/relationship between events, thoughts, feelings and behaviour. It lends credibility to the view expressed by Epidictus in 100AD, that “men are disturbed, not by events but by the view which they take of them”. For example, when light turbulence is encountered on a flight, a child may relate it to the joyous motion of a roller coaster (fun), but a cautious adult adjacent to him will most likely relate that to the prelude of events that could lead to an air disaster (fear); same event, different perceptions.&

1.2.1 Event triggers

The trigger factor could be anything from weather, stress, fatigue, jet lag, e.t.c. A classic scenario was the air Zimbabwe MD11 cargo plane crash that occurred on the morning of 28th November, 2009 at Shanghai Pudong airport just when this writer arrived at the airport as part of the flight crew to operate a flight to London Heathrow. The knock on effect included a 2 hour delay on ground with passengers on board waiting to take off for a 12hr 30 minute flight.

1.2.2 Thought Pattern

This could trigger negative thoughts in the minds of anxious passengers like, “I just saw a plane crash and 3 people dead, I could be next”, “I’ve never witnessed a real crash before, and I can’t cope on this flight”. “I’m going to have a panic attack soon”.

1.2.3 Feelings

This may lead to feelings of increased anxiety, becoming worried, stressed, unsettled, frightened, unreal, strangely detached, e.t.c. If the trend is not contained it leads to an adverse change in behaviour e.g. restlessness, irritable, talking quickly, loss of concentration, abnormal eating or drinking pattern.

1.2.4 Physical symptoms

This is the final sequence in the cycle where the physiological symptoms manifest. They come in a variety of ways including shortness of breath, hyperventilation, increased heart rate, palpitations, nausea and vomiting, dryness of the mouth, dyspnoea, and tightness in the throat, dizziness,

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diaphoresis, sweating, shivering, and shaking. These physiological symptoms could serve to reinforce the thoughts that something awful is about to occur and thus validates the initial “trigger event” to further escalate the crisis. The result is a vicious circle that increasingly places the subject in a fight or flight mode. Since, the chances of escape from an enclosed aluminum tube at 35,000 feet are rather remote, fight is usually a normal option. So some passengers attempt to fight the fear by excessive consumption of alcohol, which in itself presents its Pandora’s Box. Others unfortunately sometimes direct the aggression to fellow passengers or crew.

As a result of the air crash mentioned above, some passengers billed to travel from Pudong airport in Shanghai on the fateful day, decided to reschedule their flights even after the check-in process, because some where anxious and others thought it was a bad omen.

2. Contributory causes:

2.1 Alcohol as a treat for the holiday maker, an escape for the scared aero phobic passenger, or for the stressed out and jet lagged business traveller becomes potentially unsafe when consumed in excessive quantities leading to degradation of cognitive abilities and loss of self control. This is a leading causal factor and trigger for air rage

2.2 Underlying psychological conditions, such as passengers with intolerant personalities. The stress of air travel can cause these types of passengers to become rather demanding and militant when it comes to their perceived rights and privileges. This is exacerbated by feeling of being unfairly treated and exploited caused by certain misconceptions; for example:

2.2.1 Circulating and reusing 50% of the cabin is a cost saving measure practiced by airlines which shows total disregard for passenger health. Thus, increasing the spread of infectious airborne diseases.

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2.2.2 Passengers are intentionally exposed to lethal doses of ultra violet radiation at high altitude and the airlines are indifferent; making frequent travellers susceptible to cancer.

2.2.3 Airlines still keep passengers in cramped up conditions despite the threat of deep vein thrombosis (DVT).

2.2.4 The glamorous cabin crew are exotic waiters who should serve the passengers every capricious need; and only the Pilots and engineers are expected to know anything about flight safety.

2.3 Aerophobia or the fear of flying affects one in five passengers to varying degree. Ranging from mild discomfort to full blown uncontrolled panic attack. This can be caused by factors such as Lack of familiarity with the environment, past experiences, lack of control over the activity, claustrophobia, acrophobia, agoraphobia, negative/ catastrophic thinking and hereditary as a predisposing factor.

2.4 Circadian de-synchronisation otherwise known as jet-lag

2.5 Passenger expectations not been met appears to be significant causal factor for incidents of air rage. Public perception of air travel as a glamorous and luxurious means of transport helps reinforce this flawed impression as well as undermine the authority of the cabin as safety co-ordinators in the passenger cabin.

2.6 Flight delays and cancellation due to controllable and uncontrollable reasons like weather form a significant source of concern for all stakeholders, except maybe the concessionaires running duty free shops as passengers are forced to spend more money shopping during delays. This is made worse where no accurate and concise information is given.

2.7 Stress contamination is a major contributory factor in causing air rage. The process of preparing to travel sometimes involves a tiring journey to a strange airport environment, an arduous time consuming checking in process, queuing in close proximity with strangers. Combined with inconsistent nightmarish security screening processes; shoes off, laptops out of the bag, no fluids leading to additional expenses of buying water and drinks on the air side, navigating

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through unfamiliar pathways to reach the departure gate. All tend to deflate the spirit of the traveller.

2.8 For passengers that smoke regularly; having to endure an 11 hour flight without a cigarette may prove quite challenging to some. This can lead to the need for some anti depressant such as alcohol/ drugs to replace the nicotine.

2.9 The physically crowded and cramped cabin with little legroom especially in the economy section, having to share arm rests, battle for the hat rack space, queuing for the restroom. All of these contribute to a sense of loss of privacy and de-individualisation.

2.10 The low humidity and low pressure atmosphere in the relatively high cabin (8000’) leading to possible hypoxia and dehydration to some vulnerable passengers.

2.11 The perennial engine noise could also lead to some discomfort, in addition to the limited choice of catering especially for people with allergies or religious dietary restrictions.

2.12 People susceptible to motion sickness can experience pre-departure stress even before the flight. This causes both psychological and physiological distress and can result in discomfort for adjacent passengers as well.

2.13 Emotional arousal caused by the separation from lost ones and close friends.

3. Recommendations:

3.1 Though the UK CAA initiated a comprehensive study of air rage since 1999, the scope still needs to be broadened to achieve the desired impact. Canada, the United States, Britain and Australia have led the way in changing their national laws to enable them deal with incidents

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on all aircraft which land in their territory, and to tighten up the laws which apply to such incidents. An effective strategy is adopting a global standard as to the definition of air rage and subsequent liaison with the appropriate departments of justice to come up with a legal framework to clearly define jurisdiction in case of prosecution. Licensing and regulatory requirements should include mandatory training for passenger contact personnel on handling disruptive passengers and defusing potentially threatening situations.

3.2 Airlines both within and outside the auspices of umbrella organisations like IATA should be resolute in implementing and maintaining the zero tolerance principle with regards to air rage. This should send a clear message to potential perpetrators that it is unacceptable.

3.3 Airline management should strike a realistic balance between commercial and safety objectives. Adverts and communications to customers should create awareness of the role of cabin crew as safety co-ordinators and the risks posed by unacceptable behaviour. This should include what to do if passengers encounter or observe a threatening event or perceive that their expectations are not met.

3.4 Staff and crew training should include self awareness of their own emotional states and the multiple physiological limitations that can adversely affect their performance. Emphasis should be on skills required to identify potential disruptive passengers, prevent escalation of developing scenarios and ability to defuse already threatening situations.

3.5 Public enlightenment and education: Airlines and the media should focus on systematic public education in order to demystify air travel. The goal is to provide an enlightened breed of future air Passengers. Myths about foul cabin air, ultra-violet radiation, DVT, and destruction of the ozone layer are few of the issues that require concise factual clarification.

3.6 Furthermore, professional Psychologists should be involved in improving public perception of psychological and physiological factors that pose challenges to enjoying air travel and the various coping mechanisms that’ll help control anxieties relating to air travel.

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4. Conclusion

4.1 It is evident that causes and triggers of air rage are indeed multi factorial. Most of causes can be eliminated or at least brought under control using psychotherapy and suitable coping mechanism. Some triggers such as delays caused by weather, accidents, cramped cabin conditions, loss of personal space and turbulence may still need to be endured and tolerated. There is need for more participation by all stake holders in supporting ongoing research in finding a viable effective solution to air rage. Concerted efforts will be needed to contain this latent threat to safe, regular, efficient and comfortable air travel.

References:

1. http://www.telegraph.co.uk/news/newstopics/politics/lawandorder/ 6407156/Alcohol-causes-rise-in-air-rage.html

2. Bor, R. (October, 2009) Psychology in aviation management. City University London,

2. Bor, R. (2004) Anxiety at 35,000 Karnac.3. Bor, R. Eriksen & Oakes (2009). Overcome your fear of flying4. http://www.emotionalprocessing.org.uk/Sundry%20files/

Researchers.htm5. Journal of Anxiety Disorders, Volume 10, Issue 5, September-October

1996, Freeston, Dugas, Letarte, Rhéaume, France ,Blais, & Ladouceur

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6. Bor, R. (1999) Unruly passenger behaviour and in-flight violence: a psychological perspective.

7. Bor, R. (2003) Trends in disruptive passenger behaviour on board UK registered aircraft: 1999-2003.

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