空服員面對新冠肺炎疫情之壓力、身心健康影響與因應策略

Abstract

本研究目的為了解空服員於新冠肺炎疫情下面臨的壓力、身心影響與其採取之因應策略，以航空公司9位空服員為研究對象，於2023年進行深度訪談。研究結果如下：一、空服員面對新冠肺炎（COVID-19）的壓力包括：(1)穿戴防護裝備的不適與影響工作的專注力。(2)飛行時數的減少造成收入的減少。(3)連續的派飛造成工作上的負荷。(4)跨職級的職務調動形成工作壓力。(5)社會大眾對空服員職業的標籤化。(6)減少進出公共場合、電子圍籬的監視、社群媒體的約束造成日常生活的限制。(7)要求一線人員施打疫苗及隔離政策的不確定、健保卡的註記導致就醫與探病權的剝奪。二、空服員面對新冠肺炎（COVID-19）身心的負面影響包括：(1)長期隔離導致整體運動量減少。(2)飲食與作息不正常、身體容易疲勞。(3)頻繁篩檢帶來的不適感與面對篩檢的無奈。(4)對高風險染疫的擔憂與新聞媒體報導的不安。(5)隔離的孤單感。三、空服員面對新冠肺炎（COVID-19）之因應策略包括：(1)認知面：運用正向面對及轉念思考，保持正面心態。(2)行為面：因應個人需求做航班的選擇、做好防護措施與理財規劃、開源節流與發展第二專長。本研究提出以下建議：航空公司前瞻性規畫疫情應對措施需同時顧及空服員工作負荷及身心健康狀態。空服員持續學習技能和特長，提升自我，將危機轉化為轉機。This study investigated the stress experienced by flight attendants during the COVID-19 pandemic, including its physical and mental effects, as well as the coping strategies they employed. In 2023, in-depth interviews were conducted with nine flight attendants. The research findings were as follows:The stress encountered by flight attendants due to COVID-19 included: (1) Discomfort in wearing protective equipment, impacting work concentration. (2) Reduction in flight hours leading to a decline in income. (3) Ongoing dispatches creating an increased workload. (4) Work-related stress caused by cross-level job rotations. (5) Public labeling and perceptions of the flight attendant profession. (6) Restrictions on daily life due to reduced access to public places, electronic fence monitoring, and constraints on social media usage. (7) Uncertainty about the necessity for frontline personnel to receive vaccinations and adhere to quarantine policies, along with annotations on health insurance cards, resulting in the curtailment of rights to seek medical treatment and visitation.The adverse physical and mental effects experienced by flight attendants due to COVID-19 included: (1) Prolonged isolation leading to a decrease in overall physical activity. (2) Irregular eating and sleeping patterns rendering the body more susceptible to fatigue. (3) Discomfort arising from frequent screenings and a feeling of helplessness while undergoing these screenings. (4) Anxiety about high-risk infection and unease triggered by news media reports. (5) Feelings of loneliness during periods of isolation.The coping strategies employed by flight attendants in response to COVID-19 included: (1) Cognitive aspect: Using positive thinking and reframing techniques to uphold a positive mindset. (2) Behavioral aspect: Tailoring their flight choices according to personal needs, implementing protective measures, engaging in financial planning, and cultivating additional expertise through resource management and cost-saving practices.This study suggested that airlines' forward-looking planning of epidemic response measures should take into consideration both the workload and the physical and mental health status of flight attendants. Flight attendants continuously learn skills and strengths, enhance themselves, and transform crises into opportunities.