Flight attendants and emotional intelligence: a case study of Thai airways flight attendants

College of Hospitality Industry Management, Suan Sunandha Rajabhat University, Bangkok, Thailand

^* Corresponding author: kanittha.ch@sssru.ac.th

Abstract

After the COVID-19, also known as coronavirus has spread widely and crashed all industries especially airline business industry, causing suspension in their operational which resulting in financial losses. Many airlines all over the world has to cut off the salary of their employees or lay-off their employees to maintain their financial status. This put many airlines employees’ financial and emotional instability. The primary focus of this research is to study Thai Airways’ flight attendance emotional intelligence after the suspension of the flight operational from COVID-19 crisis and to recommend a guideline referring to the U theory and Buddhism beliefs to develop emotional intelligence. A survey was conducted among 31 flight attendants of Thai airways with no leadership position. This research presents guidelines for developing emotional intelligence for flight attendants based on the best knowledge available on how to promote and emotional learning especially after flight suspension during COVID-19.