Air rage - Angela Dahlberg

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.