Abstract

Using 171 flight attendant participants from various U.S. airlines, as well as a combination of quantitative surveys and qualitative one-on-one interviews, this study analyzes Weick's (1995) seven elements of sensemaking of flight attendants during in-flight emergencies. Additionally, how particular demographics affect flight attendants when handling in-flight emergencies are discussed. Quantitative results indicate that men and women differ significantly in their use of humor, perceived ability to recall events after an emergency situation, feelings toward the share of responsibility in the outcome of an in-flight emergency, preference to be in charge of in-flight emergency preparations, likelihood to follow instructions given by the lead flight attendant, and contact with other flight attendants during an emergency. Six recommendations are introduced that reflect proposed changes in flight attendant training and several limitations are discussed that indicate ways through which future research on flight attendants and sensemaking may add to the existing field of knowledge.