Analysis of Problems in Routine Controller-Pilot Communication

Previous studies of controller-pilot communication have identified communication problems but not how often or why they occur. A more complete picture of these problems requires an understanding of how controllers and pilots successfully communicate during routine operations. We describe a field study of routine controller–pilot communication and the problems that disrupt this communication. Guided by a model of collaboration during communication, voice tapes of communication during terminal operations were coded and analyzed. Two kinds of communication problems were examined: (a) procedural deviations (e.g., partial readbacks) and (b) inaccuracies (e.g., incorrect readbacks). The results suggest that these problems are infrequent events in routine communication. However, they are associated with communication factors such as air traffic control message length and composition and traffic level. These relations suggest potential causes of problems that disrupt routine controller–pilot communication.