Research Studies: Civility

Push Comes to Shove: Passengers and Travel Workers Call Rudeness a Real Problem

An informal canvass of travel industry workers with support from The Pew Charitable Trusts, and an online poll of passengers conducted by Travelocity together suggest that stressful travel conditions, a general decline in values and parents who don't control their children are sore spots for Americans on the move. Nearly two-thirds of Travelocity passengers polled say rudeness is a serious problem in travel these days, and half of travelers say rudeness is a major cause of stress.

Aggravating Circumstances: A Status Report on Rudeness in America
Steve Farkas and Jean Johnson with Ann Duffett and Kathleen Collins.

Most Americans say rudeness and disrespect are a serious problem in society and that the situation is getting worse. Four in 10 are willing to accept some of the blame themselves. Nearly half say they have walked out of a store because of bad service, although two-thirds say they rarely complain. While three-quarters say people became more thoughtful and caring to each other after the Sept. 11 terrorist attacks, only about one-third say the feeling will last. Funded by the Pew Charitable Trusts. 2002.