Claire Williams

Author & Sociologist

A pain in the neck: passenger abuse, flight attendants and emotional labour

 

An OHS perspective is used to analyse how Australian domestic and international flight attendants deal with unsavoury passenger behaviour.  Organisational variables (for example, how airline companies and managements acknowledge workplace issues) and health and safety are the salient indicators which affect relations with difficult passengers and the strategies to deal with them.  Angry passengers are a problem for male and female flight attendants, but they are slightly more of a problem for women because of the injunctions of patriarchal femininity which are still embedded in the emotional labour that they are required to do.  Thus, emotional labour in this indifferent organisational and abusive environment can be a health hazard - literally a pain in the neck and in other parts of the body as well.

 

 

 

Free Download

A pain in the neck: passenger abuse, flight attendants and emotional labour.  574kb