For solving this issue it is important to identify the pain points of consumer and understand

which pain points result in rage.

Recommendations for Airlines

1. Communication: Communication regarding delays, unavailability of certain facilities or

items on board can prepare customer for these problem and subside outrage. For
example if some items from flight menu are not available then the airport authority
should inform passengers beforehand to avoid a situation where a customer is denied 3-
4 items continuously because of unavailability and results in air-rage.
2. Responsiveness: Responsiveness is key to quality service. In case customer is facing
any issue and complains about it. Response should be provided immediately. The airline
needs to inform they are aware of customers problem and are working towards its
solution.
3. Psychology Training: Employees should be trained to understand its customers
behaviour.
4. Salaries of Employees must be moderated and made for sustainable for the airlines to
pay them.Increasing variable component and ESOPs would further this cause.
5. Moderation in ticket prices and above occupancy booking. Airlines must not try to cash in
last minute prices and provide steep discounts for the people booking in prior.
6. The advertisements and corporate communication must not mislead or give the hype to
the customers of great experiences, in the end it is just a flight journey.
7. Flight should be ensured with people knowing native languages of both destination and
point of origin.

Recommendations for Authorities

1. Defining Air-Rage: Authorities should clearly define what all actions can be considered
as air rage and what are the actions that airlines can take against them.
Like some of the actions that can be part of air rage are
Violent behaviour against fellow passengers or flight crew
Trying to forcefully enter into pilot cabin
Abusing flight crew
Damaging property of flight and other passengers
2. Stating actions against the air-rage: If action of passenger fits the description of air-rage
as defined by the authority, authority should ban the person from travelling for a certain
period of time and impose fine
3. All complaints must be addressed in a time bound manner within a maximum period of 30
days.
4. Cap on maximum ticket prices must be implemented which can be compensated with
alternate business strategies.
5. Empower Airlines to have a combined no fly list and monitor it through appeals.

Recommendations for Employees

 1. Always be responsive and considerate towards Customers
2. Dont entertain any unruly behaviour and warn at the first incidence
3. Dont relax rules for the sake of convenience or customer satisfaction. Warn the
customer not to float rules if they are excusable
4. Make sure that customers in hurry are escorted or taken care of for a faster check-in and
boarding process

Recommendations for Passengers

1. Try to follow the rules regarding airlines with respect to luggage,seating and behaviour
2. Do not take flight crew for granted, they are there to help the passengers but not to bear
everything they do
3. If you come late, then the company is not accountable for you not being in the flight
4. Dont get drunk or glutton, health of the passenger, mental and physical should be
maintained during the flight