Assessing the Importance of Emotional Intelligence in Cabin Crew Training Programs: Perceptions of Cabin Crew Members

Abstract

This bachelor’s thesis investigates the role of emotional intelligence (EI) in the professional performance and training of airline cabin crew members. The objective of the study was to explore how cabin crew members perceive the importance of EI in their work, to what extent current training addresses EI development, and whether there is a need for further emphasis on EI skills in cabin crew training.

The thesis consists of a theoretical section and an empirical section. The theoretical framework focuses on core elements of emotional intelligence and its relevance in cabin crew profession. The empirical research was conducted using a quantitative approach through an online questionnaire distributed to current airline cabin crew members.

The findings indicate that cabin crew members consider emotional intelligence essential for managing emotionally demanding situations, such as passenger conflicts and teamwork. However, the study revealed that existing training programs provided by airlines do not sufficiently address EI development. Emotional intelligence skills were commonly reported to develop primarily through practical experience.

The study suggests that integrating emotional intelligence more systematically into training programs may contribute to improved service quality, employee well-being, and operational efficiency. These insights may support airlines in re-evaluating their training strategies to better equip cabin crew members for the emotional demands of their work.