In another thread, my pal PA18 had some constructive and creative suggestions for Severe Irregular Ops situations.
"Provide some type of on site link between the hub stations and Crew Scheduling to facilitate rescheduling crews."
I know that a huge downfall for this past weekends event was trying to stop people from getting to the airport. Had we had a better system for contacting customers - BEFORE they left for the airport - it would have gone a long way to eliminating the lines at the airport.
I am curious about other ideas people have.
Also, I have read over and over how once people were in line at the airport, "No one gave us any information." This always perplex's me. Let's say I am in CLT. We have had 12 International Diversions with an average of 200 customer on each flight. 2400 Customers are in line to be rebooked. How, as a station employee, do I effectively communicate to 2400 people? What information are they looking for? It would be impossible for someone to stand up and make an announcement regarding flights, because not everyone is bound for the same destination. I can't walk through the line without getting questions like, When is the next flight to BOS? Are there seats available? etc. People were handed hotel letters to assist them in making overnight arrangements and were told to contact reservations to assist in rebooking. Yet 90% of those same people would take the hotel sheet and res number and stand in line at the Airport while on hold with reservations. Once they rebooked with reservations they would remain in line and tell the agent, "Res rebooked me for Sunday, isn't there anything better that you can do?"
My point is, people expect immediate information about their situation. Rightfully so. But how can you realy information to a crowd of several thousand people that all have different problems, destination, concerns?
I am looking for constructive ideas and suggestions on how to handle situations like this....not more complaining.
"Provide some type of on site link between the hub stations and Crew Scheduling to facilitate rescheduling crews."
I know that a huge downfall for this past weekends event was trying to stop people from getting to the airport. Had we had a better system for contacting customers - BEFORE they left for the airport - it would have gone a long way to eliminating the lines at the airport.
I am curious about other ideas people have.
Also, I have read over and over how once people were in line at the airport, "No one gave us any information." This always perplex's me. Let's say I am in CLT. We have had 12 International Diversions with an average of 200 customer on each flight. 2400 Customers are in line to be rebooked. How, as a station employee, do I effectively communicate to 2400 people? What information are they looking for? It would be impossible for someone to stand up and make an announcement regarding flights, because not everyone is bound for the same destination. I can't walk through the line without getting questions like, When is the next flight to BOS? Are there seats available? etc. People were handed hotel letters to assist them in making overnight arrangements and were told to contact reservations to assist in rebooking. Yet 90% of those same people would take the hotel sheet and res number and stand in line at the Airport while on hold with reservations. Once they rebooked with reservations they would remain in line and tell the agent, "Res rebooked me for Sunday, isn't there anything better that you can do?"
My point is, people expect immediate information about their situation. Rightfully so. But how can you realy information to a crowd of several thousand people that all have different problems, destination, concerns?
I am looking for constructive ideas and suggestions on how to handle situations like this....not more complaining.
