Following my post on Expedia’s annual survey of poor passenger behaviour, I have been considering how can airlines and authorities improve the situation?
In 1993, Park, Robertson and Wu found that service value, passenger satisfaction, and airline image each have a direct effect on passengers’ behaviour. Meeting (or exceeding) passenger expectations raise passenger satisfaction levels and results in better behaviour.
So what would I do to fix things?:
- Create more pleasant airports- compare the stress levels of passengers at Singapore airport with JFK!
- Rethink the check-in, security and boarding procedures which result in passengers doing a lot of standing and waiting and doing nothing
- Get rid of excessive security queues by putting on enough staff
- Make the security process much more respectful and calm-there is too much screeching at passengers across US airports
- Stop charging people for checked luggage-this would eliminate the first battle of the Boarding
- Reduce stress for passengers in the Boarding process
- Make etiquette announcements in the boarding area prior to Boarding
- Pay Airline Flight attendants for the whole of their shift and not just flying time
- Increase seat pitch even if it means higher fares. There needs to be a minimum seat pitch
- Ban reclining seats
- Reward good behaviour- passengers could nominate another passenger on a flight for a bonus stuffed toy or 200 frequent flyer points?
- Is Flying getting worse or better? Reflections on four+ decades of airflights
- Flying like a Fijian -tips for all airline passengers, I reckon
- Obnoxious Flyers increase–why?
- Don’t be an A### hole
- Treat People with Respect