Safety Versus Passenger Service: The Flight Attendants’ Dilemma

Damos, Diane L.; Boyett, Kimberly S.; P, Gibbs

doi:10.1080/10508414.2013.772822

Cited by 29 publications

(25 citation statements)

References 9 publications

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“…Cabin crew duties include more physical tasks and walking. In addition, passenger demands, medical incidents, and turbulence, can significantly add to their workload 1,[25][26][27][28] . This may have implications for the rest requirements for cabin crew.…”

Section: Introductionmentioning

confidence: 99%

Fatigue risk management for cabin crew: the importance of company support and sufficient rest for work-life balance—a qualitative study

2020

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Knowledge about cabin crew fatigue associated with ultra-long range (ULR) flights is still limited. Current ULR scheduling for cabin crew is therefore predominantly based on flight crew data. Cabin crews' views on fatigue, and their strategies for mitigating it, have seldom been sought. To better understand the causes and consequences of cabin crew fatigue, semi-structured focus group discussions were held. Thematic analysis was undertaken with data from 25 cabin crew. Participants indicated that the consequences of fatigue are twofold, affecting 1) cabin crew health and wellbeing and 2) safety (cabin, passenger and personal) and cabin service. While the primary causes of fatigue were sleep loss and circadian disruption, participants also identified other key factors including: insufficient rest, high workload, the work environment, a lack of company support, and insufficient fatigue management training. They highlighted the importance of sufficient rest, not only for obtaining adequate recovery sleep but also for achieving a work-life balance. They also highlighted the need for company support, effective communication, and management's engagement with cabin crew in general. We recommend that priority is given to fatigue management training for cabin crew, which may also enhance perceived company support and assist with achieving a better work-life balance.

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Section: Introductionmentioning

confidence: 99%

Fatigue risk management for cabin crew: the importance of company support and sufficient rest for work-life balance—a qualitative study

2020

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“…This training methodology supports the acquisition of skills and knowledge in a way that enables the learner to apply what they learn, in the work environment as well as to gain critical employability skills. Secondly, Damos et al (2013), investigated the potential conflict between the performance of safety and security duties compared to completing airline-specified passenger service. Data was collected on flights from a major U.S. airline.…”

Section: Descriptive Analysismentioning

confidence: 99%

“…While safety and security training are mandated by ICAO, cabin passenger service training, one of three categories (safety, security and service) of cabin crew responsibilities (Damos, Boyett, & Gibbs, 2013;ICAO, 2003) is determined by the airlines' management. Although there are no mandated regulations for customer service training, including CBT as a standard is relevant to increase flight attendant performance, service proficiency, and to appropriately balance cabin service with safety-related duties which ultimately leads to passenger satisfaction.…”

Section: Introductionmentioning

confidence: 99%

Competency-Based Training in Aviation: The Impact on Flight Attendant Performance and Passenger Satisfaction

Gibbs¹,

Slevitch²,

Washburn³

2017

JAAER

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“…Chute and Wiener (1995) quote one of the surviving flight attendants of the Dryden crash as pointing out that: "…when it comes to working as a crew we don't work as a crew. There has long been a tension inherent in the roles of cabin crew as both a service occupation focused on passenger comfort and as safety professionals forming a vital part of the airborne crew (Pinar-Chelso and Fernandez-Castro, 2011;Damos et al, 2013;Orlady and Orlady, 1999). You have a front-end crew and a back-end crew" (p.257).…”

Section: Introductionmentioning

confidence: 99%

Flight attendant and pilot perceptions of in-flight events

Ford

O'Hare

Henderson

2014

IJHFE

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Breakdowns in communication between flight attendants and pilots have been implicated in a number of serious air transport events. The present study was designed to investigate the perceptions of five in-flight events by 200 flight attendants and 99 pilots at an Asia-Pacific international airline. Participants viewed a video recreation of each event and rated the event characteristics on a series of measures. The results suggest that for some events (e.g., an explosive depressurisation) cabin crew and flight deck crew perceive the characteristics of the event and the most appropriate responses in highly similar ways. In other cases (e.g., drunk passenger, medical emergency) perceptions differ and this maybe one of several factors, such as reluctance to transgress social boundaries and disturb interpersonal and team cohesion, contributing to communication difficulties and ultimately breakdowns in overall team performance.

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Safety Versus Passenger Service: The Flight Attendants’ Dilemma

Cited by 29 publications

References 9 publications

Fatigue risk management for cabin crew: the importance of company support and sufficient rest for work-life balance—a qualitative study

Fatigue risk management for cabin crew: the importance of company support and sufficient rest for work-life balance—a qualitative study

Competency-Based Training in Aviation: The Impact on Flight Attendant Performance and Passenger Satisfaction

Flight attendant and pilot perceptions of in-flight events

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