ABSTRACT
When aircraft first carried commercial passengers - in the 1920's - safety was the pilots domain. Stewardesses, introduced about 1930, where nurses looking after the passengers and tending to airsickness and minor first aid problems. As aviation blossomed and aircraft evolved dramatically, the numbers and demands of the passengers grew more complex and specialised and the pilots could no longer be directly responsible. Many times it happens that good passenger relations need to be balanced against a need for firmness. In a market of free competition, the rivalry between the companies will increase but it is a misunderstood service to welcome passengers that clearly violate the hand-luggage rules and that do not know the difference between a suitcase and a carry-on. Safety was also the paramount consideration when numerous aviation agencies including IATA, NASA, the NTSB, the FAA and others came out with suggestions for training objectives in the field of Cockpit Resource Management (CRM) training.
