Stress in Aviation and Disruptive Passenger Behaviors: Cabin Crew Attitudes

Öz

This study examines the impact of disruptive passenger behaviors on cabin crew emotions and stress management, as well as the organizational resources and procedures influencing responses to these behaviors. Semi-structured interviews were conducted with 18 cabin crew members from international airlines in İstanbul. The transcripts were analyzed using MAXQDA through content analysis with double-coding and consensus resolution. The analysis focuses on three aspects: (1) types/frequency of unruly behaviors, (2) emotional reactions and coping strategies, and (3) perceived quality of organizational support and training, with intra-crew collaboration as a key theme. Common behaviors included in-cabin smoking, alcohol-related aggression, seat-belt violations, and loud quarrelling, with severe incidents involving physical assault. Emotional reactions included anxiety, anger, and helplessness, with emotional numbing as a short-term control strategy that preserves performance but may have interpersonal costs. Stress management strategies involved team resilience, procedural de-escalation, and peer support. While access to a psychologist and clear procedures were valued, limitations in feedback loops and psychological follow-up were noted. The findings advocate for a multi-tiered intervention model that focuses on employee well-being, which is essential for flight safety, and emphasize the importance of collaboration in airline policies and training programs.

Anahtar Kelimeler

• Stress
• Disruptive Passenger
• Cabin Crew
• Flight Safety
• Team Collaboration

Havacılıkta Stres ve Kuraldışı Yolcu Davranışları: Kabin Ekibinin Tutumları

Öz

Bu çalışma, kural dışı yolcu davranışlarının kabin ekibi üyelerinin duyguları ve stres yönetimi üzerindeki etkilerini, ayrıca bu tepkileri şekillendiren örgütsel kaynakları ve prosedürleri incelemektedir. İstanbul’daki uluslararası havayollarında görev yapan 18 kabin ekibi üyesiyle yarı yapılandırılmış görüşmeler yapılmış, veriler MAXQDA 20 programında çift kodlama ve uzlaşı yöntemiyle tematik analizi kullanılarak değerlendirilmiştir. Analiz üç boyutta yürütülmüştür: (1) kural dışı davranışların tür ve sıklığı, (2) duygusal tepkiler ve başa çıkma stratejileri, (3) örgütsel destek ve eğitimlerin niteliği. Tüm boyutlarda ekip içi iş birliği belirleyici bir tema olarak öne çıkmaktadır. En sık gözlenen davranışlar arasında kabinde sigara içme girişimleri, alkol kaynaklı saldırganlık, emniyet kemeri ihlalleri ve yüksek sesli tartışmalar yer alırken, fiziksel saldırılar en ciddi olayları oluşturmaktadır. Duygusal tepkiler kaygı, öfke ve çaresizlik etrafında yoğunlaşmakta; duygusal uyuşma kısa vadede performansı koruyan, uzun vadede ise iletişimi zayıflatabilen bir kontrol stratejisi olarak ortaya çıkmaktadır. Stresle başa çıkmada ekip dayanıklılığı, prosedüre bağlı yatıştırma ve akran desteği öne çıkmıştır. Bulgular, çalışanların psikolojik iyi oluşuna odaklanan ve uçuş emniyeti açısından kritik öneme sahip çok aşamalı bir müdahale modeline gereksinim olduğunu göstermektedir.

Anahtar Kelimeler

• Stres
• Kural Dışı Yolcu
• Kabin Ekibi
• Uçuş Emniyeti
• Ekip İş Birliği

Kaynakça

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