Passenger Hostility in the Airline Industry: A Comparative Study of Human-Led and AI-Augmented Service in the Airline Industry

Registration ID: IJNRD_324314

Published ID: IJNRD2605047

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Leena Mahesh

Passenger hostility Airline industry Human-led service AI-augmented service Customer service

Purpose: The study considers the challenges passengers face when they get angry in flight, also known as 'air rage' in the global aviation industry. It aims to determine whether training in emotional Intelligence (EI) can reduce conflicts by comparing conventional human interaction with modern AI-based services such as biometric kiosks, chatbots, and automated service recovery. The study concentrates on how these different services affect both the occurrence of aggressive behavior and the effectiveness of its management. Method: The study examines data from two airlines. They were chosen because passengers used to prefer these airlines, and they were also willing to share their work procedures. The work patterns and operations of both airlines were similar. They operate both domestic and international flights. To assist passengers effectively, they used both human staff and technology, providing good customer service across a diverse range. These similarities made the study more believable and applicable to other airlines worldwide. The report focuses on passenger conflicts that occurred and how well the staff handled them. By comparing passengers' stress levels and emotional flexibility and studying the reasons for the problems, the study shows the strengths and limitations of both human staff and technology in passenger service. Therefore, understanding is how well airlines manage the combination of human interaction and technological support to improve the passenger experience. Findings: Artificial Intelligence (AI) helps reduce pressure and disputes, such as long queue times, which lead to frustration and confusion. Because human emotions are not well understood by AI, handling serious, continuing conflict issues successfully becomes difficult. Meanwhile, human-led environments with staff trained in Emotional Intelligence (EI) are 34% more successful at resolving conflicts. Although AI cannot match human ability to manage complicated emotional situations, it is improving its efficiency. Implications: This evidence shows that airlines should adopt a “combined AI–human emotional approach.” In this approach, AI handles routine, data-focused tasks, while skilled staff step in during highly stressful situations involving strong emotions. Such a balance lets technology boost efficiency through enabling people to express empathy. It also gives airlines a clear strategy for future training and technology, highlighting that Aviation safety depends on the combined efforts of AI and human insight.

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Leena Mahesh (May-2026). Passenger Hostility in the Airline Industry: A Comparative Study of Human-Led and AI-Augmented Service in the Airline Industry. INTERNATIONAL JOURNAL OF NOVEL RESEARCH AND DEVELOPMENT, 11(5), a401-a412. https://ijnrd.org/papers/IJNRD2605047.pdf

Volume 11 Issue 5, May-2026

Pages : a401-a412

Paper Reg. ID: IJNRD_324314

Published Paper Id: IJNRD2605047

Research Area: Other area

Author Type: Indian Author

Country: Dubai, Dubai, United Arab Emirates

Published Paper PDF: https://ijnrd.org/papers/IJNRD2605047.pdf

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