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Mad Fliers Return
Err Travel · November 30, 1999

A couple of weeks ago, I shared with you some of the mail I got from travelers who were ready to string up the airlines for the problems caused by disruptive passengers.

This week I share with you some mail I got from more lucid thinkers on the issue:

In order to deter bad behavior, there has to be a high probability of detection, relatively short time between detection and punishment, and the punishment must be meaningful. We generally don't do any of that in the U.S. When we tolerate bad behavior, we get more of it. We have to stop tolerating bad behavior.

-- Bruce St.John

Dear Bruce, We are singing off the same page. I think that airlines -- and governments -- are finally getting the message: Instead of coddling misbehaving thugs, they are learning to identify, neutralize, and when necessary, prosecute them. Like you, I WANT the airlines to take a tough stand against these morons.

I am a flight attendant who was attacked by a whacko. My case made world news just like Renee Sheffer's did. The attacker broke my ankle and knee. It took two surgeries and a year to learn to walk again. My leg is deformed, and I need further surgery for damage to my perineal nerve. Flight attendants are there for the safety of the passengers, not as punching bags. Attacks on us are unacceptable. We will not tolerate it any longer. Are these attacks ever going to stop?

-- MBWings1

Dear MB, I hope so. And that time may be approaching. According to Mike Sheffer, who is Renee's husband and operates Skyrage, a Web site dedicated to wiping out the problem, a wave of sentiment is growing that may compel the airlines to get serious about training their employees to prevent passenger violence. (A disclaimer: I have a business relationship with Skyrage.)

RE: Your comment that it's a dumb idea to issue cards to disruptive passengers outlining the penalties they face if they continue their naughty behavior. I am a pilot for a major airline. If you do not like this dumb idea, what do you propose? How would you handle a passenger who obviously is getting close to crossing the line in acceptable behavior. Trust me Doctor, I do not take threatening behavior which can endanger my passengers or my crew lightly.

-- Mike Trahan

Dear Mike, I for one, am glad that you do not take this problem lightly. But instead of issuing ultimatums, I propose an approach of managing disruptive passengers by providing them with options. The training program my company has for handling belligerent passengers allows them some room to save face without provoking them into further aggression.

I would be real curious to know what percentage of these jerks are smokers.

-- SUEperMART

Dear SUE, Me too. One of the problems in finding solutions to air rage is identifying the antecedent causes. Nicotine withdrawal may well be a culprit. We just don't know yet.

I work for an airport operator, and air rage is not confined to the flight itself. People in airports are just as rude. I think it's the general tendency of people overall -- air rage, road rage. Society needs to relearn manners! Hope your research includes rudeness overall, not just in the sky.

-- Cat1205

Dear Cat, The incidents that are being played out in the sky reflect aggressive behavior that can be found everywhere in society. Is aggressive behavior on the increase? That would be a good research project. Any graduate students out there?

If you're ticked off about travel safety or security issues, email me at riley@appliedpsychology.com. Be sure to include your name and home town. Your comments may be edited, condensed, and/or republished at the discretion of Ticked.com.

Dr. Terry Riley is a psychologist and travel security authority. His column appears on Wednesdays. He is author of the popular book Travel Can Be Murder. Visit his site at http://www.appliedpsychology.com or e-mail him at riley@appliedpsychology.com.