Evolution of Group Passengers Behavior and Airlines Countermeasures on Mass Incident during Flight Delays
(0) Analyzed analogy psychology,demand and behavior of passengers during flight delay,this paper pointed out four different types of passengers:cooperative,claiming,following and impetuous.In the light of crisis management theory,the formation and different stages of mass incidents during flight delay were divided into the three stage,namely,the latent stage,the outbreak stage and the subside stage for airlines.Airline corresponding countermeasures were given for the life cycle of mass incident:in latent stage,with full consideration of psychology,types and demand of passengers,such as four principles (respond fast,keep staff present,let the leader on duty come to coordinate and provide both standard and personal service),six arrangements (elementary service,delay information,travel arrangement,compensation plan,complaint channel,track investigation),so as to prevent and control outbreak of mass incidents of passengers; In outbreak stage,the airline should isolate key passengers,contact airport police and media; In subside stage,the airline should evacuate passengers as soon as possible.
Civil aviation Mass incidents Airline countermeasures Flight delays
DU Hong-bing XIE Jia-ni LIU Hui-ying
College of Safety Science and Engineering,Civil Aviation University of China,Tianjin 300300,China
国内会议
沈阳
英文
26-30
2012-11-11（万方平台首次上网日期，不代表论文的发表时间）