The Common Man Up in the Air

I have in my hand a reprint from International Air Transport Association (IATA) Bulletin No. 17. There is no date on this pamphlet but since I found it in my 52 year old NWA stewardess training notebook I think we can safely place it in the early 1950's. I went to the IATA web site http://www.iata.com/ hoping to find IATA Bulletin archives so I could properly date it, but no luck.

ANYWAY . . . The Common Man Up in the Air: The Psychology of Passenger Reactions in Flight was written by Howard G. Kurtz, Jr. The author was trained as a pilot and as an industrial engineer and worked as an airline official starting in 1930. He devoted almost two decades to the studies from which the opinions expressed in this article were crystallized.

From what I can tell by perusing my training notebook, this quaint little pamphlet represents the sum total of our training in coping with passenger fear and anxiety. But I'm sure we were relieved upon reading it to see that it was primarily the captains responsibility to "prevent panic."

A few excerpts:

"The fully effective captain not only provides orientation for his passengers at regular intervals while en route, but provides prompt orientation to anything unusual which occurs in flight. He knows that a loud noise or backfire can cause anxiety to generate among his passengers and he provides a prompt explanation to them. He knows that a sudden change of course or a sudden bank and turn will cause anxiety to build up until he gives them a prompt explanation of why it was necessary. He knows that sudden, unannounced bumpiness causes anxious thoughts to be projected into the passengers minds - "Is it a bad storm?" . . . "Are we all right?" . . . "How long will it last?" . . . "Is there any danger?" - until the captain gives them the reassurance of an explanation.

The captain is a symbol, a sort of "father image" in a situation where the passenger is incapable of controlling his own destiny and anxiety. This symbol-function of the captain is quite unrelated to the captain's own outer personality. The symbol-function can be carried out successfully by a captain, no matter whether he is short or tall . . . handsome or drab . . .no matter whether he exudes charm or whether he feels uncomfortable while talking to strangers . . . no matter whether the passengers ever see him or not. The captain's confidence must come through all of these.

At all times he must give the over all impression "I KNOW WHERE I AM. I KNOW WHAT I AM DOING. I KNOW WHAT IS UP AHEAD. I HAVE THINGS UNDER CONTROL. RELAX, AND LET ME BE CONCERNED WITH THE FLIGHT. I WILL KEEP YOU POSTED."

(Whew, what a relief. I couldn't make this up, folks!)

Finally Mr. Kurtz addresses cabin crews and ground personnel and advises that they use the same "father image" in their relations with passengers rather than give their own personal estimates. Only the word of the captain contains the assurance needed to reduce anxiety to the fullest possible extent, he says, so the communication should come through to the passenger as: "Captain Knowles advises that we will be in Paris in about an hour, and that the sun is shining there." Ground personnel also will find their conversations with passengers more effective if they can truthfully begin with: "Captain Wilford has advised that he will not take off until the generator is in perfect working order."

(Whoa. What's this? The Mother Image?)

Mr. Kurtz continues: "the stewardess plays an important parallel role of "mother image" in the same calming reassurance that a mother can bring to her children when they are anxious. An example from the official instructions of at least one airline tends to illustrate that this symbolism is a communication beyond the range of words. Whenever a sudden bumpiness, loud noise or any other unusual incident occurs to arouse anxiety among passengers, this airline requires the stewardess to (1) pick up a magazine or pillow or other ordinary object; (2) walk the length of the cabin in a relaxed manner and do something of routine nature with the object; and then (3) return the length of the cabin to her original position. Not a word is spoken. The passengers relax. Everything must be all right. This symbol-function can register effectively, no matter whether the stewardess is blonde or brunette, short or tall, attractive or plain . . ."

Whew again! So one can't help but wonder what Mr. Kurtz would advise in coping with todays unique passenger problems: "My carry-on bag won't fit in the overhead bin OR under my seat!". . . "$3.00 for a lousy box lunch?" . . . "What? No pretzels?" . . . "15.00 for an aisle seat?" . . . "No magazines?" . . . "Fuel surcharge?" . . ."We're gonna be late again?" And on, and on, and on.

Mr. Kurtz would probably say the captain should handle it. Whether he be short or tall . . . handsome or drab . . . a charmer or not . . .