STAKEHOLDER THEORY

Disruptive and Unruly Behaviours in Passengers at Airports

Case Study: Maiquetía Simón Bolívar International Airport – Caracas, Venezuela.
Module Code: SE707 23S1A / Title: Organisations, Agencies and Air Travel Stakeholders / Student ID: 22122657

Introduction
This research will present a proposal for the application of stakeholder theory postulates to the reduction of episodes of unruly and
disruptive behaviour in passengers that occur at airports. The document will focus the study on the triggering factors of disruptive
behaviours in passengers, such as flight delays and cancellations, motivated by inadequate capacity and demand planning carried out by
airlines without taking into consideration the capabilities of all the stakeholders.
The rationale of this paperwork is to improve the decision-making processes for the analysis of flight capacity and demand through the
consensus of all stakeholders, specifically the airports. The aim of this research is to reduce the number of undesirable events due to the
presence of unruly and disruptive passengers caused by inadequate planning of the demand and capacity of air operations.
The paperwork will provide a case study of the stakeholder theory in Maiquetía International Airport in Venezuela, inspired by a similar
study conducted at the Bangkok International Airport. Finally, conclusions and recommendations will be provided.

Triggering Factors
to disruptive and unruly behaviours in passengers

Flight delays
Flight cancellations
Poor customer service
According to McLinton et al. (2020), inadequate customer service from airlines may lead to disruptive and unruly behaviours in passengers.
Moreover, flight delays or cancellations can be a source of stress at airports and may lead to such behaviour in travellers (McLinton et al.,
2020). Therefore, the International Civil Aviation Organisation (2017) recommends that States should collaborate and synchronise actions
with all stakeholders to minimise flight delays and cancellations, aiming to decrease disruptive and unruly passenger behaviours. However,
flight frequency regime coordination often lack the human and/or financial resources for a full overview of the relationship between
government policy, airline network strategies, and the needs of airports, that is, an appropriate application of stakeholders theory (Van
Houten, 2021).

Application of Effective Strategies

to prevent disruptive and unruly behaviour of passengers
Adoption of Strategies

Incongruities among stakeholders related to the application of effective strategies to reduce disruptive
passenger behaviours may escalate the frequency and intensity of disruptive incidents in the aviation industry
(Bell, 2022). Hence, the modernisation and effectiveness of aviation security requires the adoption of
strategies based on the coordination of the stakeholders participating in the aviation industry (Köller et al.,
2021). Furthermore, aviation security encompasses procedures that safeguard crucial components in the
aviation value chain and uphold the security objectives of different stakeholders (Köller et al., 2021). Finally,
the International Air Transport Association (IATA) encourages collaboration with all stakeholders to ensure the
entire value chain encompasses an important role in incident prevention for disruptive and unruly passenger Prevention for Disruptive and
behaviour (IATA, 2023). Unruly Passenger Behaviour

Disruptive and Unruly Passenger Behaviour at Airports

A Case study

In Bangkok International Airport, Khairiree (2023) conducted a case study and concluded that disruptive or unruly passenger behaviours could be
reduced through effective management of quality and safety on air transportation with the effective collaboration of all stakeholders. However,
airports are complex and cooperative service environments where some stakeholders have goals that are not completely under the control of
airport management and its objectives (Schaar and Sherry, 2010). The aforementioned case study in Bangkok suggested other airports to apply Effective Management with the
collaboration of all stakeholders
strategies based on stakeholder relationships to cope the increase in disruptive and unruly passenger behaviours (Khairiree, 2023).
Making an analogy in the case study presented at the Bangkok International Airport, an application of the stakeholder theory used during the
administrative intervention at the Maiquetia International Airport in Venezuela is exposed. Therefore, the intervention had the objective, among
others, of maintaining the continuity of airport operations and acting appropriately to prevent damages against the airport and its users (Presidential
Decree 7717 Official Gazette of the Bolivarian Republic of Venezuela 39529, 2010). In this sense, this research will outline the benefits of the application
of the stakeholder theory in the demand for commercial flights, without affecting the performance of airport security and safety objectives, based on a
collaborative decision-making process outline by ICAO (2014).
Stakeholder theory conceives that business and ethics are inseparable concepts for achieving objectives in organisations and their stakeholders, and
their integration in the real world is feasible (Freeman et al., 2010). Furthermore, the purpose of business is to be competitive and have reasonable
profit margins in organisations, without the use of deception and fraud to stakeholders (Freeman et al., 2010).
Complying with the postulates on stakeholder theories mentioned in the previous paragraph, an adequate and consistent schedule is a basic requirement for airlines, so careful planning
must be organised, considering the airline's service and the capabilities of stakeholders (Hajko and Badánik, 2020) and not only seeking profitability. Inadequate and unethical planning of
flight schedules generates delays that affect airport and air traffic services, causing stress factors for passengers (Hajko and Badánik, 2020). Finally, it is necessary to achieve shared
objectives among all organisations in the system, understanding that effective decision-making with all stakeholders involved can mitigate potential adverse behaviours in the aviation
system (ICAO, 2014).
According to Duran (2019), numerous factors contribute to the persistent issue of flight delays and cancellations in airlines in Venezuela. Therefore, capacity and demand analyses
through collaborative decision-making processes (ICAO, 2014) among all stakeholders can positively influence the reduction of flight delays or cancellations and avoid the increase in
unruly and disruptive passengers in airports. The application of processes based on stakeholder theory principles at Maiquetia International Airport can offer solutions in this matter.

Conclusions

Flight delays and cancellations because of inadequate airline planning without considering the
1 capabilities of stakeholders are triggering factors for disruptive and unruly passenger behaviours.

Collaborative decision-making processes among civil aviation organisations can be effective in reducing
flight delays and cancellations. Therefore, the application of the stakeholder theory in the aviation
2
industry can offer solutions to the emergence of disruptive or unruly behaviour by passengers at
airports.

The competition by airlines in order to satisfy the demand for commercial flights should be carried out
under ethical precepts and cooperation, leading to harmony and compliance with the quality, safety
3
and security objectives of all stakeholders.

(Word count: 957)

 STAKEHOLDER THEORY
Disruptive and Unruly Behaviours in Passengers at Airports
Case: Maiquetía Simón Bolívar International Airport – Caracas, Venezuela.
Module Code: SE707 23S1A / Title: Organisations, Agencies and Air Travel Stakeholders / Student ID: 22122657

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