Passenger Management and Psychology
CROWD CONTROL Passengers are likely to evacuate the aircraft more quickly when danger is obvious. Emergencies that include visible smoke or flames may tend to heighten passenger awareness of immediate danger.
The absence of an obvious emergency situation may allow passengers to believe they have time to think of saving their belongings, even before themselves. If there is obvious danger and self-preservation becomes a motivator, panic may be the result.
To prevent this, it is essential that firm control and direct instructions are given by both the flight deck and Cabin Crew.
PANIC There are two distinct types of panic reactions:
Negative Panic This may be characterized as a lack of concern by the passenger, for their own well-being. They may remain seated, while others around them are making obvious efforts to get out of the aircraft. If they are moving they may do so with no real sense of urgency.
The best way to counteract this state is direct, loud commands directed at the passenger.
Positive Panic
This can be seen as passengers who over-react to the point that they may actually hinder an evacuation. This type of person may try to take over, assuming a false leadership role and possibly try to open an exit before the crew is able to do so. These passengers may give wrong directions to others causing serious injury or loss of life because of their misguidance.
As a crewmember in an emergency evacuation, you must ensure you are following these points:
• Assert your authority from the onset. • Give short, clear positive commands. • Direct passengers to the nearest, usable exit. • Stand to the side of the exit to protect yourself. • Dispense with courtesy, be direct.
• Establish verbal contact with as many passengers as possible.
• Remain aware of the situation around you.
Hand Baggage Considerations Passengers will be told to leave all baggage onboard. However many passengers ignore this command and try to bring personal items with them during the evacuation. Do not interfere with a passenger who may be carrying a small item like a handbag or a briefcase. If you feel it is likely to slow the evacuation, you must intervene.
Emergency Evacuations 24
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