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.
General
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