Workplace Mistreatment and Psychological Distress Among Employees of an Airline and Its Effects on Passengers in the Commercial Airline Industry of Pakistan

Abstract

The research study examines the enhancement of the passenger check-in process at Pakistani airline, through the integration of advanced technologies and contemporary communication strategies. The study addresses critical operational inefficiencies, communication gaps, passenger awareness challenges and employee dissatisfaction that hinder check-in efficiency. Employing a quantitative research approach, secondary data from Airline’s management and frontline staff were combined with a comprehensive literature review and questionnaire surveys with the employee’s associated with aviation. Furthermore, the study investigates the influence of psychological factors including employee psychological distress, abusive supervision and workplace bullying on the operational performance of check-in staff, utilizing a structural equation modeling approach (PLS-SEM) to test the proposed hypotheses. The findings revealed that technological integration alone is insufficient to enhance operational efficiency without the support of effective communication and employee well-being initiatives. Notably, abusive supervision and workplace bullying significantly contributes to psychological distress among employees, adversely affecting their job performance and passenger interactions. This study recommends implementing multi-channel communication strategies, enhancing employee support programs and continuously monitoring check-in performance metrics to optimize passenger experiences. These insights offer practical guidance for an airline and similar airlines aiming to improve operational efficiency while fostering a positive and supportive work environment. The focus of this study is to enhance airline passenger’s check-in efficiency through technological integrations and modern communication strategies. The aim of the study is to identify issues related to extended check-in procedures and suggest enhancements that improve the passenger check-in efficiency of an airline. Options like check-in via smartphones, technological integrations, immediate communication with passenger’s and staff training to ensure smooth operations, are important areas to focus on. To ensure that airline provides an enhanced and effective check-in experience, the goal is to decrease wait time, minimize error and enhance overall passenger experiences.