FLYING THE FRIENDLY SKIES: FLIGHT ATTENDANT SNAPS

READ AND ANSWER THE QUESTIONS) A flight attendant, upset because a passenger refused to apologize after accidentally striking him with luggage, allegedly spewed obscenities over the airplanes PA system and then activated and slid down the emergency escape chute before disappearing into a terminal at John F. Kennedy Airport Monday, an airport official said. Flight 999 from Pittsburgh taxied to a stop at John F. Kennedy Airport. Although the flight is less than two hours, subsequent news reports would indicate that it was more than uneventful. Initial reports indicated that as the plane finished taxing, one of the flight attendants, spewed obscenities over the public address system berating a passenger he felt was rude, activated the emergency slide, grabbed two cans of beer, departed the plane by the slide, ran into the terminal and left the airport. The implications of this action were complex. The flight attendant had clearly crossed the line of acceptable behavior. The reputation of the carrier and its staff were on the line. What steps should carrier have taken in the days after the event? What policies should they develop to make sure this didn't happen again? Initial news reports indicated that the attendant, had experienced verbal abuse from a female passenger before the flight departed Pittsburgh. During the interaction, the flight attendants attorney said the woman slammed the overhead bin into the attendants head, and he was seen with a gash on his head. The lawyer also indicated that a second incident occurred when the plane landed and the woman lashed out at attendant when she could not immediately collect her luggage. The media has indicated that incidents involving unruly passengers is a growing problem. According to the International Air Transport Association, there had been a rise in conflict on flights related to disobedient passengers (passengers who dont follow rules such as not smoking or ignoring safety directives). The article indicated that the primary role of the attendant is to insure the safety of passengers. This belief conflicts with the assumption of many passengers that attendants are there to serve them. The flight attendant was charged with criminal mischief, reckless endangerment and trespassing. He pled not guilty. After the initial reports, additional information found its way into the media. Passengers from the flight told reporters that the attendant started the conflict by swearing at a female passenger. Another passenger stated that the attendant was rude from the minute she stepped on the plane. She also reported that he spent most of the flight slamming bins and refrigerator doors. A third passenger indicated that attendant was acting a little strange throughout the flight. Some reports stated that investigators did not believe that the rude passenger existed, and that the attendant came on board the aircraft already supporting his gash. Media reports also focused on the carrier. Law enforcement officials were stalled in their investigation by what they believed was lack of cooperation. Aviation officials were delayed in receiving the flight manifest as well as videotapes.

Questions: What might have caused the flight attendant to snap?

How might the carrier screen future flight attendants to ensure that this kind of event never happens again?

Some jobs have public perceptions about their role in an organization or society?

The primary job of a flight attendant is to ensure the safety of passengers aboard a plane. Do you think misconceptions of this job lead to the events that occurred? Why?

Many organizations offer stress management programs to their employees to help them manage the stress that arises on the job. What would be the key components of such a training session and why for this job?