Evolution of group passenger behaviors and airline countermeasures on mass incident during flight delay

According to the analogy psychology, demand and behavior of passengers during flight delay, passengers were divided into four different types, i.e., cooperative, claiming, following and impetuous, respectively. In light of the crisis management theory, the evolution and different stages (latent-outbreak-subside) of mass incidents during flight delay were proposed. The airline corresponding countermeasures were given for life cycle of mass incident. In the latent stage, psychology, types and demand of passengers need to be fully considered, such as four principles (respond fast, keep staff present, let the leader on duty come to coordinate and provide both standard and personal services), 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 the outbreak stage, the airline should isolate the key passengers and contact the airport police and media. In the subside stage, the airline should evacuate passengers as soon as possible.