“Air rage”: A systematic review of research on disruptive airline passenger behaviour 1985-2020

Abstract

Purpose: Disruptive airline passenger behaviour (DAPB), i.e. “air rage”, has an adverse impact on crew and passenger well-being and is costly to manage and prevent. Given recent changes in airport management, aircraft design, air traffic volume and behavioural norms this review summaries research findings 1985-2020. Methodology: A systematic review of the research literature containing qualitative or quantitative data examining DAPB. Findings: Nineteen articles satisfied the criteria for inclusion. Most studies involved surveys of cabin crew members and to a lesser extent pilots, airline representatives, passengers and business customers. Content primarily focussed on the frequency and characteristics of DAPB, whilst consequences for staff and evaluation of training to manage DAPB was less represented. A paucity of current research was noted which is not in keeping with the changes over the last decade in the aviation industry and the increase in DAPB events. Originality: This study presents a summary of current findings on DAPB. Practical Implications: A better understanding of the environmental, social and psychological factors underlying DAPB and the effectiveness of staff training and interventions that promote a safe travel environment are required. Social Implications: The current industry trend toward sustainability and better management of security challenges must extend its focus to DAPB, in order to reverse the recent trend of social irresponsibility in air travellers.

Keywords

• disruptive airline passenger behaviour (dapb), unruly passenger behaviour (upb), air rage, cabin rage