Cabin crew perception of air rage and unruly passengers

Air Rage is the unruly acts of distraught passengers that leads to loss of control and the disturbance of order during air travel. The importance and the scope of air transportation is increasing with each passing day. Meanwhile, increasing air traffic and air passengers along with increases in aviation employees, has increased modern day stresses associated with the industry. Recent Air Rage cases are nettlesome specifically to Cabin Crew. In order to maintain flight safety and to provide safe and comfortable travel to passengers to their destinations, unruly passengers should be identified and the case should be prevented before it takes place. There is a necessity for and yet a lack of such studies in Turkey, this study aims to analyse the phenomenon of unruly passenger, the factors causing Air Rage and its impacts on Cabin Crew. It is intended to create an awareness on the issue and to minimize the increasing Air Rage cases. The research is based on a quantitative result, a 4-chapter survey was created and was distributed to Cabin Crews via Google Forms. The responses of 216 Cabin Crew were received in the same way and the data was analysed with IBM SPSS program and research methods. As a consequence, factors causing Air Rage have been identified, the higher level of Air Rage related to the level of education has been observed and the impacts of Air Rage on Burnout and Organizational Commitment has been noticed.