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E. Manikath, W.-C. Li, P. Piotrowski
Since the deregulation of commercial air travel afterWorldWar II, airlines are forced to differentiate their product in competition with each other. Whereas providing enhanced service during flight is the only way how airlines can fight for passengers. Unfortunately, this need for competition reduces flight attendants main responsibility in public perception as serving refreshments and keeping the cabin tidy. However, the key role of cabin crew is to ensure safety and security. Flight attendants need to handle multiple unexpected situations in a professional manner. A mean for communicating with cabin crew is the Passenger Call Button. The button is not solely used by passengers, but also commonly used by flight attendants in their routine. Research question. This paper explores how the current design is being used by passengers and cabin crew and its limitations during daily operations. Methodology. Two separate questionnaires were distributed to passengers and cabin crew to assess how the PCB is being used and what the limitations of the current design are. Results. The Passenger Call Button is mainly used for service requests. There is an association between travel duration and use of the PCB, as well as there is an association between travel class and the use of the PCB. Passengers as well as cabin crew stated that the existing design is not enabling discreet communication. Discussion. The results highlight the design flaws of the existing alerting design. Passengers as well as cabin crew use the PCB for their own communication practices. Training on how to use the device are missing. The results stress the need for an improved design and training needs. Conclusion. It is necessary to decouple the emergency alerting function from the service function to improve delayed response times. To support cabin crew during emergencies it is important to include an emergency alerting device.
Deutscher Luft- und Raumfahrtkongress 2023, Stuttgart
Verlag, Ort:
Deutsche Gesellschaft für Luft- und Raumfahrt - Lilienthal-Oberth e.V., Bonn, 2024
Conference Paper
21,0 x 29,7 cm, 10 Seiten
Stichworte zum Inhalt:
passenger call button, cabin crew, inflight emergencies, emergency communication, passenger safety, emergency alerting
Download - Bitte beachten Sie die Nutzungsbedingungen dieses Dokuments: CC BY 4.0OPEN ACCESS
Manikath, E.; Li, W.-C.; Piotrowski, P. (2024): Usability Assessment on Existing Alerting Designs for Emergency Communication between Passengers and Cabin Crews. Deutsche Gesellschaft für Luft- und Raumfahrt - Lilienthal-Oberth e.V.. (Text). https://doi.org/10.25967/610019. urn:nbn:de:101:1-2024011014361374500200.
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