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Airports: Get in the 'Spirit' of Using Incident Management Software

May 11, 2017

“Canceled flights, kerfuffles at the ticket counter, clashes with local law enforcement — it's fair to say that neither customers nor Spirit Airlines staff members intended their night to unfold this way at Florida's Fort Lauderdale-Hollywood International Airport,” writes Colin Dwyer in their latest NPR article entitled “Brouhaha Breaks Out At Spirit Airlines' Ticket Counter. Here's The Back Story.”

“Yet that's precisely the scene that hit social media Monday, as cellphone footage depicting the fallout found eyeballs around the world. Naturally, widespread media coverage followed soon afterward,” the article continues.

It gets worse, though.

According to Dwyer, “Before long, images of customers irate over the cancellation of nine flights had spattered across Twitter and Instagram.”

But, what caused this nightmare?

“It's just the latest incident in a series of black eyes for the airline industry — including so many recorded confrontations that even Congress got involved last week. But the skirmishes that broke out between passengers, employees and Broward County deputies Monday night called attention to a different set of circumstances: a deepening dispute between the airline and many of its pilots,” explains Dwyer.

We see here that the plot thickens, and the airport is not to blame.

But, the incident did occur at Ft. Lauderdale/Hollywood International Airport, which immediately becomes a cause for concern.

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Prepare Your Airport for a Machete-Wielding Man

November 03, 2016

According to a recent CNN Wire article, “An interminable TSA airport line descended into a horror as a man unleashed streams of wasp spray onto scrambling travelers and swung a machete at people before bolting through a security line.”

The article continues, “Newly released video — obtained by the New Orleans Advocate — shows the first moments of the March 2015 attack at the city’s airport which ended with the shooting of the machete-wielding man. The attacker later died from three bullet wounds inflicted by a sheriff’s lieutenant.”

CNN’s article contains a video that shows how the incident unfolded.

The article states that “in the video, the man — identified as Richard White, 63 — is seen at the top of the frame as he calmly walks up to a line of travelers at a TSA checkpoint at Louis Armstrong New Orleans International Airport.”

How would your airport respond to this? How would you want this handled?

Could your airport mitigate this situation effectively?

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Why Your Airport Needs an Incident Management System

June 16, 2016

“That’s ours,” you yell to your son as he runs to the baggage claim conveyor belt.

He’s six years old and thinks he is Superman. He likes to carry the heavy bags. You play along because he thinks it is cool.

But, you do follow him to be sure nothing gets missed. Your wife and nine-year-old daughter walk back from the restroom.

Everyone is exhausted. You and your family just arrived home at Dallas Love Field airport from a Caribbean cruise. You like to travel a few times during the summer since your wife and kids are out of school. Your wife is a second-grade teacher at the local elementary school.

“Let’s go, Spencer,” you say to your son playfully as he groans. He gives you a look that tells you ‘he needs help but will not ask.' You smile, then walk over to assist him.

As you grab the large duffle bag from your son’s grip you assert, “I’m taking this one.” He quickly hands over the bag without resisting.

“100 yards to go,” you tell your wife. The two of you have been counting the hours until you have the kids passed out in the car. The car ride home is a sweet moment of peace and quiet.

As you all take your first step on the mat before the exit doors, you hear a man’s voice shouting, “Stay down, stay down!”

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Airports Use Incident Management Solutions to Mitigate Incidents

March 24, 2016

After two blasts hit Brussels’ Zaventem Airport during Tuesday morning rush, the country issued a Level 4 alert, which means “serious and imminent attack.”

After the explosion, emergency response teams and security began evacuating the airports, looking for survivors, and searching for evidence.

More than 30 people died, and over 200 others were identified as injured or severely wounded.

"What we feared has happened — we were hit by blind attacks," Prime Minister Charles Michel said during a news conference on Tuesday.

There was no warning. There was no way to stop the attack. That is what scares us.

Airports are targets.

Our question to you is, is your airport operation prepared?

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Airports Use Lost and Found Software to Increase Visitor Satisfaction

November 03, 2015

Are you in charge of the visitor experience at your airport?

That’s a big responsibility.

It’s big because to deliver a positive experience to the constant flow of visitors coming through your airport, you have to oversee:

  • Hiring and training of effective & dependable staff
  • Processes for effectively & efficiently handling the needs of your visitors
  • How staff handle visitor complaints

There’s a lot for you to track, manage, and execute.

Now, what happens when your visitors lose something? How does your airport lost and found staff handle the overwhelming responsibility of getting possessions back to their owners?

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