It’s sad that we need a federal agency to issue a plea for air travelers (and all travelers) to be nicer, but it’s true. Air travel has always been a window into the culture of the moment. Today, that window shows more tension than tranquility. Long lines, short tempers, and a surge of unruly behavior have made airports and airplanes feel less like gateways to possibility and more like pressure cookers. This week, the U.S. Department of Transportation unveiled a new national civility campaign—“The Golden Age of Travel Starts with You”—led by Transportation Secretary Sean P. Duffy. The goal is simple: restore courtesy, safety, and respect to the skies.

For entrepreneurs and small business owners, this national conversation isn’t just about travel. It’s a reminder of how culture shapes experience, and how our individual behavior contributes to the environments we move through.

Key Takeaways

• The U.S. DOT launched a national campaign to address rising disruptive behavior in air travel.
• Unruly passenger incidents have surged dramatically since 2019, increasing safety risks for passengers and aviation staff.
• The campaign urges Americans to embrace civility and shared responsibility, especially during peak travel seasons.
• Business owners can apply these lessons to improve their own customer experience and workplace culture.
• Courtesy is a competitive advantage, whether in airports or in business.

Source inspiration: U.S. Department of Transportation briefing on the “Golden Age of Travel Starts with You” campaign.

The Problem: A Surge in Unruly Behavior

The numbers are hard to ignore. Since 2019, the FAA has reported a 400% increase in in-flight outbursts. More than 13,800 unruly passenger incidents have been logged since 2021. Reports spiked sixfold during the early pandemic years, and flight attendants continue to face rising aggression—one in five reported physical incidents in 2021 alone.

By 2024, the number of unruly passenger events had doubled compared to 2019.

For frontline aviation crews, this isn’t just frustrating—it’s dangerous. For fellow passengers, it erodes the entire travel experience. And for business travelers, it adds friction to an already stressful schedule.

Secretary Duffy’s message is clear: restoring civility is a collective responsibility.

A National Call for Courtesy

The DOT’s new campaign asks a simple question: What if we all contributed to making travel better?

Secretary Duffy posed practical reminders for travelers flying this holiday season:

Are you helping someone who needs assistance?
Are you dressed appropriately for shared public space?
Are you guiding your children through the airport with patience and care?
Are you saying please and thank you?
Are you showing basic respect to flight attendants, gate agents, and fellow passengers?

These small actions aren’t just etiquette—they create safer flights, reduce delays, and build a better experience for millions of travelers.

The DOT is pairing this cultural push with major operational investments, including modernizing the air traffic control system and boosting hiring for controllers. But behavioral change is a crucial part of the equation.

What Small Business Owners Can Learn

Entrepreneurs can take powerful cues from this campaign.

Culture Drives Experience

Just as travel has become tense due to shifts in public behavior, businesses suffer when small lapses in courtesy compound into a toxic culture. A workplace—or customer experience—improves when individuals choose respect and empathy.

Stress Changes How People Show Up

Airports are stressful. So is running a business. People under pressure behave differently. Leaders must design environments that reduce friction and promote calm, whether in an office, on a team call, or at an event.

Civility is a Competitive Advantage

A polite customer service team wins loyalty. A thoughtful meeting host earns trust. A respectful leader attracts better partners. Courtesy isn’t soft—it’s strategic.

Shared Spaces Require Shared Responsibility

Flying is a shared activity. So is entrepreneurship. Networking rooms, conferences, coworking spaces, and client meetings work best when everyone commits to being their best self.

Why This Matters Right Now

America feels divided. People are tired. Travel, once a symbol of freedom and exploration, too often reflects that national tension.

The DOT’s campaign isn’t just about airports. It’s about the world we’re choosing to build—one interaction at a time. And small business owners, whether flying for business or leading teams on the ground, can set the tone.

The golden age of travel—and business—starts with how we treat each other.