Geraint Harvey and Peter Turnbull
Human resources play a critical role in air transport. The number of people directly employed in the air transport sector stands at around 10 million people, with a further 63 million jobs supported by aviation (ATAG, 2016). Moreover, people play a vital role in airline operations as the productivity of staff and/or the customer service performance of staff offers the airline a competitive advantage. As former airline CEO and aviation scholar Rigas Doganis succinctly put it, “labour is the key” to airline success (Doganis, 2006: 101). Consequently, effective human resource management (HRM) is crucial. This chapter documents the ...