Airport Management’s Post

This week's blog discusses Safety & Compliance and the advantages airlines could gain by outsourcing some or all of this particular function to a specialist and experienced provider... If you are working for an airline who are considering outsourcing some or all of the Safety & Compliance function then please do get in touch with me at tomanderton@bostonair.co.uk https://lnkd.in/e5UnZm85

This week's blog discusses Safety & Compliance and the advantages airlines could gain by outsourcing some or all of this particular function to a specialist and experienced provider... If you are working for an airline who are considering outsourcing some or all of the Safety & Compliance function then please do get in touch with me at tomanderton@bostonair.co.uk https://lnkd.in/emzGfp8p

When companies first approach me, the biggest problem that they have brought to my attention is the frustrations of having such a disconnect between the various departments and systems within their airlines. The implication of this is, is that there is no single point of truth which ultimately negatively impacts the compliance, efficiency and safety of an airline's operation. If this disconnect is happening in your airline currently, what frustrations do you experience? ✈

AIRLINES just can’t sack professional/s to please VIP ! Unacceptable , per- se and it will be unprofessional / a bad decision to sack an employee , who followed the norms / SOP ! Let Air Asia admit that we have an SOP / clear instructions to delay the flight for the so called VVIPs . Then can appreciate suspension / sacking , as the employee didn’t adhere to the instructions of the management ! Nothing new here to be frank , as the self - labelled VIPs ( politicians / film stars / celebrities / CEOs in corporate ) get a kick by boarding late just to show off the importance and reiterating the status of VIP . How else will they attract attention - boarding last / late with two helpers lifting the small bags ?? A practice / peril , existing for long and a deep rooted problem . This is inspite of the best efforts by PM ( CEO of the country ) deleting the word VVIP from the dictionary ! Reading this story , one could observe that the Governor had no idea of the protocols / norms to be adhered to catch a flight ! Sending staff with baggage and arriving late and then making a hue and cry post missing the specified flight is hilarious . Can we (customers ) send the luggage thru a friend and take a boarding card and then come when it suits us ! Mockery ! The Customer / governor should take the initiative and ask the airline not to sack any employee following the SOP . Act like a professional head and not getting dictated by the coterie in the office . That will reflect GRACE ! Also rectify the POA for the next flight , rather than throwing weight around ! Tatas should act responsibly and avoid being unprofessional to please VIP . It will pass a wrong message for the VVIP breed and also to employees . Limited point - Let the company go into the depth of the incident and not penalise the employee / take impulsive action to please VVIPs ! That’s it !

I encountered an example of great communication yesterday on American Airlines flight 1505 out of Dallas yesterday. It diffused any potential passenger resentment or anger. The incoming plane had come in a few minutes late, but the airline was efficient in turning it around and boarding the full flight quickly. We were soon standing on an approach path to the runway, waiting to be cleared for takeoff. We had waited for about five minutes when the pilot came on and explained that there was severe weather on our path out of Dallas Fort Worth and that they were waiting for ATC to re-rout us and other flights through a narrow corridor that was now being used for both incoming and outgoing flights. We ended up spending about 40 minutes stuck on the ground (in addition to 25 minutes’ delay in pushing back from the gate), and the pilot came on about four times to give us clear status updates on why the delay and explained what the ATC was doing about it. He also told us about a few different things that would partially make up for the delay and get us to our destination late by only a half hour or so. There were very few if any groans from the passengers around me, even though it was hot in the plane while it was waiting to be cleared for takeoff. I thanked the pilot as I was deplaning, and he explained he always communicates: 1) what he knows about the reasons for any delay; and 2) what the airline is doing to help offset it. He said it’s because he empathizes with the passengers and finds it frustrating when he himself is a passenger in a plane that is late and is not told these two things. Great example of good, transparent, proactive communication, and good use of emotional intelligence to defuse the situation!

A Calming Force in the Chaos As I scanned my boarding pass and stepped towards the jet bridge, a familiar face caught my eye. It was the Airline station manager – the guy gave a masterclass on handling tough situation and even tougher customers amidst the chaos of a 6-hour Singapore flight delay just four months prior. His calm demeanor, etched with lines hinting at countless customer interactions, was a welcome sight. Back in Feb 24, he'd single-handedly soothed the rising anxieties of over 250 flyers, including myself. The initial announcement about the delay was delivered with a steady voice, setting the tone for the next six hours. It became a masterclass in crisis management. His meticulous approach was evident in everything he did. His face, though etched with concern, held the unwavering composure of a seasoned professional. He'd engage with particularly worried passengers one-on-one, his voice softening with empathy. When anxious flyers huddled together, he'd seamlessly transition to a more formal yet approachable tone, addressing the group's concerns. The way he coordinated with the technical and ground crew was a sight in itself – efficiently running operation. Refreshments materialized seemingly out of thin air, a small gesture that went a long way in calming frayed nerves. He anticipated a potential cancellation, calmly outlining boarding arrangements for that scenario. Every interaction, every step, was marked by genuine courtesy. But what truly struck me was the way he handled his own team. When his staff members displayed signs of nervousness, he'd subtly step in, taking over conversations to ease their anxieties. This was the face of a leader who'd weathered countless storms, a beacon of calm amidst the turbulence. The confidence he exuded stemmed from several sources: the knowledge his company prioritized customer well-being, a well-oiled backend operation ensuring a seamless experience, and years of experience honed under pressure. But beyond all that, there was a genuine smile that spoke volumes – the confidence of simply being himself, a natural in his role. This experience served as a powerful reminder of the transformative power of exceptional leaders. #customerservice #leadershipd #crisiscommunication #crisismanagement #DA

Importance of following cabin crew instructions: 1. Safety: •Cabin crew are extensively trained in safety procedures and are responsible for the well-being of passengers during the flight. Their instructions are designed to ensure that passengers know how to react in case of emergencies, such as during turbulence, rapid decompression, or evacuation. •Instructions may include fastening seatbelts during turbulence or when the seatbelt sign is illuminated, adopting the brace position during an emergency landing, and following evacuation procedures in the event of an emergency. 2. Compliance with Regulations and Procedures: •Airlines and aviation authorities have strict regulations and procedures in place to ensure the safety and security of flights. Cabin crew instructions are aligned with these regulations and are aimed at ensuring compliance from passengers. •Instructions may include rules regarding the use of electronic devices, restrictions on smoking, and guidelines for stowing carry-on luggage to prevent obstruction in case of emergency evacuations. 3. Efficiency: •Following cabin crew instructions helps maintain the efficient operation of the flight. For example, complying with boarding and disembarkation instructions ensures that the process is orderly and expedient, minimizing delays. •Proper adherence to instructions for in-flight service, such as meal and beverage service procedures, helps cabin crew manage their tasks efficiently, allowing them to provide better service to passengers. 4. Customer Service: •Cabin crew instructions also contribute to the overall comfort and well-being of passengers. For example, instructions to adjust seats and seatbelts for takeoff and landing are intended to enhance passenger comfort and safety. •Following instructions regarding the use of onboard facilities, such as lavatories and overhead compartments, helps maintain a clean and hygienic environment for all passengers. 5. Legal Obligations: •Passengers are legally required to comply with cabin crew instructions while on board an aircraft. These instructions are enforced to ensure the safety and security of the flight and its occupants. •Non-compliance with cabin crew instructions may result in penalties, fines, or legal consequences. In extreme cases, disruptive behavior or refusal to follow instructions may lead to the passenger being removed from the flight or facing criminal charges. In summary, following cabin crew instructions is essential for ensuring the safety, efficiency, and comfort of flights, as well as for complying with legal regulations and procedures governing air travel.

People don't trust corporate statements. People trust human statements. Here's why United Airlines's strategy will continue to work (at least for a while): Seeing "DELAYED" in red on your phone immediately induces feelings of uncertainty (fear) and frustration (anger). It is sterile, factual, and cold. How could it be received any differently? Even if it is attached to an empathetic statement like, "We understand you have somewhere to be..." it still feels like a PR version of "it is what it is". However, once the delay is tied to a human story of substantiation like: -The weather is rough...here is the radar (turbulence is relateable) -We're still cleaning your plane (who want's a dirty plane?) -One of your flight attendants is on their way from another gate ...there is now a story. We understand the other conflict that is causing ours. This reminds me of the story about the apartment building with slow elevators. People constantly complained, but the millions it would cost to replace the elevators wasn't an option. The solution that worked? Install mirrors by the elevators. Renters spend the extra 30 seconds looking at them selves, fixing makeup, flexing...whatever. The mirrors didn't make the elevators faster...but it did. In a similar way, the transparency in explanation doesn't make the flights less delayed, but it engages a part of our mind that makes it more palatable...more human. In a business climate where service has take a dip and trust is lower, United is on to something here. Let's see how detailed the explanations get as they try to find the balance between human and TMI. #hospitality #travel #brand #PR #cx https://lnkd.in/engfGf_q

Hello again my fellow Linkers.Here at Air Niugini Ltd , we are in the midst of a week long acknowledgement of Safety Heroes within our organisation.This will culminate with this Friday being dedicated to celebrate/acknowledge and promote Safety awareness among all staff.I wish to take a moment to emphasize the paramount importance of safety in our airline operations. Whether we're pilots, cabin crew, ground staff, or passengers, safety must always be our top priority.In the aviation industry, we often hear the phrase "safety first, safety always." And there's a reason why this mantra resonates so deeply within us at Air Niugini Ltd. It encapsulates a fundamental truth: that every decision we make, every action we take, must revolve around ensuring the safety and well-being of everyone involved.From the moment an aircraft leaves the ground to the moment it touches down, countless measures are in place to safeguard against potential risks. Our rigorous training programs instill in us the technical skills, emergency preparedness, and risk management strategies needed to handle any situation that may arise.But safety goes beyond mere adherence to procedures and regulations. It's about cultivating a mindset—a culture—where safety is not just a checkbox to be ticked, but a fundamental Value to be upheld at all times. It's about fostering an environment where every individual feels empowered to speak up, to raise concerns, and to take proactive steps to mitigate risks.Crew Resource Management, or CRM, lies at the heart of this ethos. It teaches us the importance of effective communication, teamwork, and situational awareness. It reminds us that safety is a collective responsibility—one that requires us to work together seamlessly, regardless of our roles or ranks.Moreover, safety is not a static concept. It's a journey—an ongoing commitment to continuous improvement. We must constantly strive to learn from past incidents, to embrace new technologies and best practices, and to adapt to an ever-evolving landscape.As we embark on our journeys, let us always remember the solemn pledge we make to each other and to our passengers: that safety comes first, and safety will always come first. Let us carry this mantra with us, not just in our words, but in our actions, our decisions, and our unwavering dedication to excellence.Here at Air Niugini we reaffirm our collective resolve to uphold the highest standards of safety in our airline operations. We pledge to be vigilant, to be proactive, and above all, to always keep Safety first, Safety always. Think Safety,Act Safety because everyone deserves to come home safe tonight. To safer skies and beyond,have a pleasant day. OF. #safety #airlineoperations #training #customers #airnigini #pxsafetyfirst #pxsafetyalways #maintenance #riskmanagement

As a crisis communications professional, I commend United Airlines for the recent statement issued by CEO Scott Kirby, which acknowledges the safety concerns the airline has encountered as of late. I travel regularly for work, and you know my airline of choice? United 🛫 Why? Because they actually treat me like a human being. There are many airlines available, lots of them with cheaper airfares, but as a Mileage Plus member, United has treated me with respect each time I fly. This means I am willing to pay a little bit more for my ticket and remain a loyal customer. My personal reasoning for this loyalty? In an era marked by diminished customer service standards, the value of respectful consideration from a business cannot be overstated. It compels me to prioritize their service, even if it comes at a higher cost. Amid prevalent trends such as #jobghosting, reliance on robo-customer service lines (I really hate those), AI chat-bots, automated rejection emails, and virtual everything, I appreciate a business that engages with me during good times and bad. United did that. This statement might not be perfect, and it might not solve the equipment problems at hand, but at least it acknowledges that there is a problem and that they are working to find solutions to keep passengers safer when flying. You can disagree with me - that's okay! I just applaud the fact that United is following the Crisis Communications playbook and is responding to the situation instead of ignoring it and hoping it will go away. #unitedairlines #crisiscommunication #brandloyalty #stakeholderengagement