The Intensification of Work for Cabin Crew and Its Consequences

This article aims to document the work intensification of cabin crew in recent years in the context of increased competition. It does so by examining the perceived impacts of these changes on the organization of onboard work and the service delivered to passengers in terms of customer service and safety, for two groups, a Canadian and a German cabin crew. The research is based on a qualitative method, i.e., semi-structured interviews. The article is structured as follows: first, an analysis of the work of cabin crew to situate the context, then the concept of work intensification, followed by a detailed analysis of the changes in work organization and impacts on intensification of work, as concerns different issues, such as working time, physical effort, and safety issues. Finally, the paper reflects on the impact of teamwork in cabins, and puts forward some recommendations for airlines.