Ethical crisis communication and distributed accountability in algorithmically managed transport systems: a normative governance framework

What is it about?

Airlines and transport systems increasingly rely on computer systems to manage schedules, crews, and passenger communication. When major disruptions happen, these systems can make it unclear who is responsible, why decisions were made, and how fairly passengers are treated. This study develops an ethical framework to guide how airlines, technology providers, and regulators should communicate with passengers and take responsibility during large-scale disruptions. Using a recent aviation disruption in India as an example, the study shows how poor communication, unclear accountability, and unequal treatment of vulnerable passengers can damage public trust. The framework provides practical guidance to improve fairness, transparency, and care during future transport crises.

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