Airline Operations: Organizational Behavior and Passenger Crises Management

by | Apr 5, 2023 | 1 comment

Organizational behavior can have a significant impact on crisis management in flight operations. A field study shows that a major determinant of the behavior of organizations prior to, during, and after major crises is the makeup of their corporate “mindset”. However, in flight operations, crisis management is a process-based strategy to deal with passenger crises that emerge during operations. It entails devising a strategy and plan for dealing with the causes and repercussions of a negative situation. It usually entails building new processes with well-defined roles and responsibilities and the procedures must be acknowledged and understood throughout the Company Gordon (2022). This means that for an airline to reduce escalation during the crisis in flight operations, a deliberate mindset shifts to organizational practices that can improve crisis management is inevitable.

Organizational Behavior

Individual and group behavior in an airline can have a significant impact on flight operations. A flight operations crisis is unavoidable. But, if employees are trained on how to communicate, work as a team, and make critical decisions that ensure safe and efficient flight operations, the issue will inevitably escalate. As a result, in order to de-escalate a crisis, airline management must cultivate a culture that prioritizes effective communication with passengers before, during, and after a flight.


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How Culture and Society Affect Crisis Management in Flight Operations

Passenger Crises Management

Crises are inevitable in airline operations, you cannot stop them completely, but you can manage them effectively without causing public embarrassment. Airlines must be very intentional about crisis management. They have a responsibility to anticipate and plan for crises at all times. In the event of a crisis involving passengers, such as medical emergencies, disruptive behavior, or security threats, the airline employee must follow established protocols to ensure the safety and well-being of all passengers regardless of the extent of the crisis. Effective passenger crisis management requires a clear and proactive communication system between the airline and its passengers, swift decision-making, and the ability to adapt to changing circumstances.

In summary, effective organizational behavior and passenger crisis management are critical in flight operations. If airlines embrace training and preparation, risk assessment, evaluation, and continuous improvement while prioritizing safety, efficiency, profitability, and building the right leadership culture, passenger crises will no longer be allowed to escalate.


Gordon, J. (2022, May 8). Crisis Management – Explained. The Business Professor, LLC.

About the Author

Shadrach Swante Kambai

Flight Operations Consultant, Aviation Data Analyst, Business Developer (

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1 Comment

  1. Faith

    The ability to manage crisis is the true test of a company’s integrity


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