Evolution of Group Passengers' Behaviors and Airlines' Countermeasures for Mass Incident during Flight Delays

摘要

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 stages, 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 and investigate the whole incidents as soon as possible.