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24/7 Software Blog

According to a recent NPR article entitled 'It Was A Mistake Of Epic Proportions,' United CEO Testifies and written by Camila Domonoske & David Schaper, the CEO of United Airlines was “in the hot seat on Capitol Hill” Tuesday morning.

The NPR article states that CEO Oscar Munoz was “answering pointed questions from members of Congress about last month's incident in which a United passenger was dragged off a plane.”

"’It was a mistake of epic proportions,’ United CEO Oscar Munoz told representatives, as he explained how United has changed its rules moving forward. ‘In hindsight, clearly our policies broke down," explains Munoz in the article.

We agree with both statements. But, did this “mistake of epic proportions” or the ‘policy breakdown’ need to happen?

No - which is why many other airlines were questioned.

Domonoske and Schaper’s article explains that “executives from other airlines” were present as well during the examination.

Their report says that Congress scrutinized “customer service problems across the commercial aviation industry and considers legislation to better protect airline passengers.”

Why does it always take a devastating incident to drive change? Why don’t you regularly review your processes to avoid potential breakdowns altogether?

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?

“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!”

You grab your family and flee the other direction. You peer out the nearest window to see what happened. A police officer has his gun aimed at a man lying on the floor outside.

There are people everywhere. There are many witnesses, which means many different accounts of what occurred.

How would your airport handle this? Would you have the ability to capture the details of this incident?

Would the situation end with ‘it is his word against ours’ or would your property be able to gather complete and accurate details of this event to protect the airport from liability?

“Daddy, hurry up we are going to miss our flight!” your six-year-old daughter shouts as she runs through the airport entrance to the security line.

Smiling because you know the flight does not begin boarding for another 45 minutes, you play along.

You are headed to the Walt Disney World Resort in Florida for your annual family vacation. You always like to take your family away during the off season because it is the only time you get to spend with them.

“Slow down,” your wife says as her and your twelve-year-old son shuffle behind with their carry-on luggage. You laugh and continue running with your daughter.

Everyone finally catches up right around the corner from the TSA line.

Your daughter begins sharing how excited she is to meet every Disney character. You already know, though, because that is all she talked about during the 36-minute car ride to the airport.

Making the turn to the TSA, you stop dead in your tracks. You had no doubt that you would make it to your gate on time. Until now.

What you see ahead of you gives you butterflies.

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?

No matter the size of your airport, is your operation able to mitigate an incident as small as a slip and fall or as large as a major terrorist attack?

Granted, you can never be fully prepared for “blind attacks.” However, if one occurred at your airport – you can be ready.

You must have proactive measures in place.

Unfortunately, many airports do not have the tools to efficiently handle these type of scenarios.

That changes today.

We are going to share two incident management solutions that can help your airport mitigate incidents.

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?

Do you have lost and found software in place? Is it old? Is your legacy system only making life more difficult for your staff?

We’re curious because we know a way for you to eradicate the problems associated with not having a lost and found system or having one that does more harm than good.

Keep reading because we’re going to show you how first-class airports use a lost and found solution to increase visitor satisfaction…every single day.