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.

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.