Nigel Womersley De Zaldua
People expect airports to smoothly manage incidents, ensure universal passenger safety and offer a high level of convenience to customers regardless of their flight plans. Tall orders, all.
‘Black swan’ events like Gatwick’s recent run-in with drones continue to make the headlines and negatively impact the passenger experiences.
Amid the chaos, airports must handle a diverse set of incidents with equal amounts of grace under pressure. To do so, airport leaders need to develop the right management playbook that anticipates, addresses and adapts to the new realities facing air travel.