The Unıt number 6 from the good lesson I gave

UNIT 6
MANAGING AVIATION
SERVICES

LEARNING OUTCOME 3
ASSESS THE DIFFERENT OPERATIONAL REQUIREMENTS OF PASSENGER SERVICE OPERATIONS AND
AIRSIDE OPERATIONS

P5
COMPARE AND CONTRAST THE DIFFERENT SERVICE OPERATIONS IN TERMINAL AND AIRSIDE TO MEET
WITH REGULATIONS AND OPERATIONAL STANDARDS

PASSENGER SERVICE OPERATIONS
PEOPLE OFTEN ASSOCIATE AIR TRAVEL WITH WAITING. A COMFORTABLE IN-FLIGHT
EXPERIENCE IS OFTEN PAIRED WITH HOURS OF STANDING IN LINE TO CHECK IN, GET
THROUGH SECURITY, AND FINALLY BOARD. THE EXPERIENCE IS TIRESOME FOR PASSENGERS,
AIRLINES, AND AIRPORT WORKERS.
BUT THE LINES DO MORE THAN ANNOY PASSENGERS AND AIRPORT STAFF. AIRPORTS RECEIVE
A SUBSTANTIAL PART OF THEIR REVENUE FROM IN-TERMINAL STORES. AMERICANS, FOR
INSTANCE, TEND TO BE “GATE HUGGERS” WHEN IT COMES TO BOARDING. THAT MEANS THEY
USUALLY BLOW BY STORES ON THEIR WAY TO THEIR GATE AND PARK THEMSELVES CLOSE TO
THEM AS THEY WAIT TO BOARD, BECAUSE THEY’RE NERVOUS ABOUT MISSING THEIR FLIGHT.

AS PASSENGER NUMBERS HAVE INCREASED, TECHNOLOGY HAS ENABLED GREAT CHANGE. ONE OF
THOSE CHANGES, THE BOARDING PASS, IS A TELLING STORY OF IT EVOLUTION IN AVIATION.
FROM BEING A HANDWRITTEN PAPER TAG, IT’S NOW A KEY PART OF ENSURING PASSENGERS’ SAFE
PROGRESS THROUGH THE AIRPORT AND ONTO THEIR FINAL DESTINATION.
ON JANUARY 1ST IN 1914, THE FIRST SCHEDULED COMMERCIAL FLIGHT TOOK OFF FROM THE
MUNICIPAL PIER IN ST. PETERSBURG, FLORIDA. IT CARRIED ONE PAYING PASSENGER, FORMER
MAYOR ABE PHEIL, WHO PAID $400 AT A CHARITY AUCTION FOR THE PRIVILEGE.
ON JANUARY 1ST IN 2014, ALMOST 100,000 COMMERCIAL FLIGHTS CARRIED AN ESTIMATED 8
MILLION PASSENGERS TO AND FROM OVER 40,000 AIRPORTS IN THE WORLD ON THIS DAY
ALONE.

CHECKING IN FOR A FLIGHT IS THE PROCESS WHEREBY A PERSON ANNOUNCES THEIR
ARRIVAL AT THE AIRPORT. THE CHECK-IN PROCESS AT AIRPORTS ENABLES PASSENGERS TO
CONFIRM THEY WILL BE ON THE RESPECTIVE FLIGHT, OBTAIN A BOARDING PASS, POSSIBLY
SELECT THEIR SEAT (IF HASN’T HAPPENED ALREADY OR ALLOWED BY AIRLINE), AND CHECK
IN LUGGAGE ONTO A PLANE, IF DESIRED.
A BOARDING PASS IS A DOCUMENT PROVIDED BY AN AIRLINE DURING CHECK-IN, GIVING
A PASSENGER PERMISSION TO BOARD THE AIRPLANE FOR A PARTICULAR FLIGHT. AT A
MINIMUM, IT IDENTIFIES THE PASSENGER, THE FLIGHT NUMBER, AND THE DATE AND
SCHEDULED TIME FOR DEPARTURE. BOARDING PASSES ARE ALWAYS REQUIRED TO BOARD A
FLIGHT. OFTEN TIMES AIRLINES ACCEPT PAPER OR ELECTRONIC BOARDING PASSES (ON
PHONE OR TABLET).

BOARDING PASSES WERE ONCE ISSUED BY HAND AT THE AIRPORT CHECK-IN DESK.
INVENTORY AND SEAT ALLOCATION WERE HANDLED MANUALLY, BEING EITHER
HANDWRITTEN OR ACCOMPLISHED USING STICKERS TO ENSURE THAT ONCE PASSENGERS
HAD A SEAT IT WASN’T POSSIBLE TO GIVE IT TO SOMEONE ELSE.
MIGRATION TO ELECTRONIC TICKETING WAS COMPLETED IN 2008. BY 2010, 2D BAR-
CODED BOARDING PASSES (BCBP) HAD REPLACED THE PREVIOUS GENERATION OF MORE
EXPENSIVE AND LESS EFFICIENT MAGNETIC STRIPE BOARDING PASSES. THAT MEANT
PASSENGERS COULD CHECK-IN ONLINE AND PRINT THEIR BOARDING PASS AT HOME.

PASSENGER SERVICE OPERATIONS; CHECK-
IN
TODAY, THERE’S A MIX OF AIRPORT PRINTED PASSES, PASSENGER PRINTED PASSES AND
MOBILE PASSES.
AIRLINES FACE MORE EXPENSE WITH AIRPORT PRINTED BOARDING PASSES BECAUSE THEY
REQUIRE AIRPORT STAFF AND SPACE. HOWEVER, THERE WILL ALWAYS BE PASSENGERS
WHO WILL NEED PERSONAL ATTENTION.
PASSENGER PRINTED PAPER BOARDING PASSES ARE LOW TECH, SIMPLE, PROVEN,
RELIABLE AND WORK WELL WITH ALL EXISTING AIRPORT PROCESSES: MARKING/STAMPING
A PASS, FOR EXAMPLE, OR ADDING A STICKER AS A PASSENGER PROGRESSES THROUGH
THE AIRPORT.

IN
THERE ARE THREE (3) MAIN WAYS TO CHECK IN:
• IN-PERSON AT A STAFFED CHECK-IN COUNTER AT AIRPORT
• IN-PERSON AT AIRPORT USING A SELF CHECK-IN KIOSK
• CHECK-IN ONLINE BEFORE ARRIVING TO AIRPORT

IN
CHECKING-IN IN-PERSON ALLOWS YOU TO CHECK IN YOUR BAGGAGE, IF CHECKING
LUGGAGE, AT THE SAME TIME AS CHECKING IN FOR YOUR FLIGHT.
ITEMS NEEDED FOR CHECK-IN COUNTER CHECK-IN:
• PASSPORT (WHEN TRAVELING INTERNATIONALLY)
• PAPER TICKET (LESS AND LESS COMMON),
• OR A CONFIRMATION NUMBER—USUALLY SENT VIA EMAIL IF TICKET IS PURCHASED
ONLINE OR THROUGH A TRAVEL AGENCY,
• OR PRINTED ITINERARY WITH A CONFIRMATION NUMBER

AT THIS TIME PASSENGERS CAN SELECT A SEAT (IF HASN’T HAPPENED ALREADY OR ALLOWED
BY AIRLINE), ENTER NUMBER OF BAGS TO BE CHECKED (IF DESIRED), AND PRINT BOARDING
PASSES. PASSENGERS WILL THEN NEED TO SUBMIT LUGGAGE TO STAFFED COUNTER OR
CHECKED LUGGAGE STATIONS. AIRLINE STAFF WILL NEED TO CHECK YOUR PASSPORT EITHER
AT TIME OF CHECK IN OR AT GATE.
ITEMS NEEDED FOR KIOSK CHECK-IN:
• CONFIRMATION NUMBER (USUALLY SENT VIA EMAIL IF TICKET IS PURCHASED ONLINE OR
THROUGH A TRAVEL AGENCY),
• OR THE CREDIT CARD USED FOR PAYMENT OF THE TICKET,
• AND OR A PASSPORT. PASSPORT REQUIRED WHEN TRAVELING INTERNATIONALLY.

PASSENGERS CAN CHECK IN ONLINE STARTING 24 HOURS (USUALLY) BEFORE DEPARTURE.
PASSENGERS WILL NEED TO SUBMIT LUGGAGE TO STAFFED COUNTER OR CHECKED LUGGAGE
STATIONS IF CHECKING LUGGAGE.
BENEFITS OF ONLINE CHECK-IN:
• AVOID POTENTIAL CHECK-IN LINES AT AIRPORT
• PRINT BOARDING PASS AT HOME (CAN ALSO WAIT OR REPRINT AT SELF-SERVICE KIOSK AT
THE AIRPORT)
• SELECT SEAT ASSIGNMENT(S) BEFORE OTHERS (IF APPLICABLE)
• CHOOSE TO GET UPDATES OF POSSIBLE CHANGES TO DEPARTURE TIMES LEADING UP TO
FLIGHT.

IN
THE REASON FOR HIGHER SATISFACTION FROM ONLINE CHECK-INS IS SIMPLE:
PASSENGERS WANT TO FEEL IN CONTROL OF THEIR TRIPS, QUICKLY GO
THROUGH ALL FORMALITIES, AND AVOID STANDING IN LINE. MOBILE
APPLICATIONS AND WEBSITES PROVIDE A GREAT OPPORTUNITY TO AVOID LINES.
CURRENTLY, ONLINE CHECK-INS ARE SUPPORTED BY MOST MAJOR AIRLINES. A
PASSENGER BOOKS A TICKET ONLINE, CHECKS IN THROUGH A MOBILE APP OR A
WEBSITE SEVERAL DAYS BEFORE THE DEPARTURE, AND RECEIVES A BOARDING
PASS.

IN
THE CHECK-IN PROCESS IS ONE OF THE MOST PROBLEMATIC SERVICES THAT THE
AIRPORT PROVIDES BECAUSE INITIAL DELAYS AND LONG WAITING TIMES OCCUR
IF THIS PROCESS IS NOT WELL FULFILLED. MOREOVER IT IS THE MOST PUBLIC OR
PERCEPTIBLE PROCESS BY THE PASSENGER; IT IS AT THE LAND SIDE AND ANY
PROBLEM, AS AN OVERLOAD CHECK-IN HALL WITH LONG QUEUES, IS EASILY
IDENTIFIED BY PEOPLE. IN PRINCIPLE, THERE ARE TWO GROUPS OF NEEDS.
ON THE ONE HAND, THE PASSENGERS, AS MENTIONED BEFORE, DO NOT WANT
TO SPEND TOO LONG ON THE CHECK-IN PROCESS, AND ON THE OTHER HAND,
THE AIRPORT MANAGER AND THE AIRLINES WANT TO PROVIDE AN EXCELLENT
LEVEL OF SERVICE, WITH QUALITY AND THE MINIMUM COST.

IN
SEVERAL STUDIES HAVE BEEN FOCUSED ON THE PASSENGERS WHO ARE SERVED
AT VARIOUS STAGES IN THE AIRPORT TERMINALS. SPECIFICALLY, MANY STUDIES
RELATED TO CHECK-IN PROCESSES, PASSENGER FLOWS AND MEASURING THE
LEVEL OF SERVICE AT AIRPORT TERMINALS HAVE BEEN PERFORMED IN THE PAST.
THE KNOWLEDGE OF THE DEPARTURE PASSENGER FLOWS IS A BENCHMARK FOR
DIFFERENT APPLICATIONS E.G., DEVELOPING DESIGN PLANS AND IDENTIFYING
IMPROVEMENTS FOR AN EXISTING TERMINAL, IMPROVING THE AIRPORT DESIGN
THE QUALITY OF THE SERVICE PROVIDED, AS WELL AS SUGGESTING TERMINAL
PLANS BEFORE THE ACTUAL CONSTRUCTION OF AN AIRPORT TERMINAL.

PASSENGER SERVICE OPERATIONS;
INCIDENTS AND ACCIDENTS
TECHNOLOGY AND SYSTEM IMPROVEMENTS HAVE MADE GREAT CONTRIBUTIONS
TO SAFETY. HOWEVER, PART OF BEING SAFE IS ABOUT ATTITUDES AND PAYING
ATTENTION TO WHAT YOUR SURROUNDINGS ARE TELLING YOU. WHETHER
THROUGH DATA OR THROUGH THE INPUT OF EMPLOYEES AND OTHERS,
RECOGNIZING THAT MANY OPPORTUNITIES EXIST TO STOP AN ACCIDENT IS THE
FIRST STEP IN MOVING FROM REACTIVE TO PREDICTIVE THINKING.

SAFETY MANAGEMENT SYSTEMS (SMSS) ARE THE PRODUCT OF A CONTINUING
EVOLUTION IN AVIATION SAFETY. EARLY AVIATION PIONEERS HAD LITTLE SAFETY
REGULATION, PRACTICAL EXPERIENCE, OR ENGINEERING KNOWLEDGE TO GUIDE
THEM. OVER TIME, CAREFUL REGULATION OF AVIATION ACTIVITIES,
OPERATIONAL EXPERIENCE, AND IMPROVEMENTS IN TECHNOLOGY HAVE
CONTRIBUTED TO SIGNIFICANT GAINS IN SAFETY.
IN THE NEXT MAJOR PHASE OF IMPROVEMENT TO SAFETY, A FOCUS ON
INDIVIDUAL AND CREW PERFORMANCE OR "HUMAN FACTORS" FURTHER
REDUCED ACCIDENTS.

EACH APPROACH HAS LED TO SIGNIFICANT GAINS IN SAFETY. HOWEVER, EVEN WITH
THESE SIGNIFICANT ADVANCES, WE STILL HAVE OPPORTUNITIES TO TAKE PREVENTATIVE
ACTION AGAINST ACCIDENTS. THE QUESTION FOR THE AVIATION COMMUNITY IS, "WHAT
IS THE NEXT STEP?“
CAREFUL ANALYSIS TYPICALLY REVEALS MULTIPLE OPPORTUNITIES FOR ACTIONS THAT
COULD HAVE BROKEN THE CHAIN OF EVENTS AND POSSIBLY PREVENTED AN ACCIDENT.
THESE OPPORTUNITIES REPRESENT THE ORGANIZATION'S ROLE IN ACCIDENT
PREVENTION. THE TERM "ORGANIZATIONAL ACCIDENT" WAS DEVELOPED TO DESCRIBE
ACCIDENTS THAT HAVE CAUSAL FACTORS RELATED TO ORGANIZATIONAL DECISIONS AND
ATTITUDES. SMS IS AN APPROACH TO IMPROVING SAFETY AT THE ORGANIZATIONAL
LEVEL.

PASSENGER
SERVICE
OPERATIONS;
INCIDENTS
AND
ACCIDENTS

SMS REQUIRES THE ORGANIZATION ITSELF TO EXAMINE ITS OPERATIONS AND
THE DECISIONS AROUND THOSE OPERATIONS. SMS ALLOWS AN
ORGANIZATION TO ADAPT TO CHANGE, INCREASING COMPLEXITY, AND LIMITED
RESOURCES. SMS WILL ALSO PROMOTE THE CONTINUOUS IMPROVEMENT OF
SAFETY THROUGH SPECIFIC METHODS TO PREDICT HAZARDS FROM EMPLOYEE
REPORTS AND DATA COLLECTION.
ORGANIZATIONS WILL THEN USE THIS INFORMATION TO ANALYZE, ASSESS, AND
CONTROL RISK. PART OF THE PROCESS WILL ALSO INCLUDE THE MONITORING
OF CONTROLS AND OF THE SYSTEM ITSELF FOR EFFECTIVENESS.

SMS WILL HELP ORGANIZATIONS COMPLY WITH EXISTING REGULATIONS WHILE
PREDICTING THE NEED FOR FUTURE ACTION BY SHARING KNOWLEDGE AND
INFORMATION. FINALLY, SMS INCLUDES REQUIREMENTS THAT WILL ENHANCE
THE SAFETY ATTITUDES OF AN ORGANIZATION BY CHANGING THE SAFETY
CULTURE OF LEADERSHIP, MANAGEMENT, AND EMPLOYEES.
ALL OF THESE CHANGES ARE DESIGNED TO HELP THE ORGANIZATION
INCORPORATE ALL THREE FORMS OF RATIONALE—REACTIVE, PROACTIVE, AND
PREDICTIVE THINKING.

SMS HAS GENERATED WIDE SUPPORT IN THE AVIATION COMMUNITY AS AN
EFFECTIVE APPROACH THAT CAN DELIVER REAL SAFETY AND FINANCIAL
BENEFITS. SMSS INTEGRATE MODERN SAFETY CONCEPTS INTO REPEATABLE,
PROACTIVE PROCESSES IN A SINGLE SYSTEM, EMPHASIZING SAFETY
MANAGEMENT AS A FUNDAMENTAL BUSINESS PROCESS TO BE CONSIDERED IN
THE SAME MANNER AS OTHER ASPECTS OF BUSINESS MANAGEMENT.

THE STRUCTURE OF SMS PROVIDES ORGANIZATIONS GREATER INSIGHT INTO
THEIR OPERATIONAL ENVIRONMENT, GENERATING PROCESS EFFICIENCIES AND
COST AVOIDANCE. SOME PARTICIPANTS HAVE FOUND THAT BENEFITS BEGIN TO
MATERIALIZE EVEN IN THE EARLY REACTIVE STAGES OF IMPLEMENTATION. THIS
CONTINUES AS ORGANIZATIONS EVOLVE TO INCORPORATE ALL THREE PHASES—
REACTIVE, PROACTIVE, AND PREDICTIVE—INTO THEIR PROCESSES.

HISTORICALLY, ABOUT TWO-THIRDS OF ALL GENERAL AVIATION (GA)
ACCIDENTS THAT OCCUR IN INSTRUMENT METEOROLOGICAL CONDITIONS (IMC)
ARE FATALÓA RATE MUCH HIGHER THAN THE OVERALL FATALITY RATE FOR GA
ACCIDENTS

THE TOTAL NUMBER OF GENERAL AVIATION (GA) ACCIDENTS PER YEAR HAS
DECLINED OVER THE PAST TWO DECADES. HOWEVER, THE RELATIVE
PROPORTION OF GA ACCIDENTS THAT OCCUR DURING INSTRUMENT
METEOROLOGICAL CONDITIONS (IMC) HAS REMAINED FAIRLY STABLE, RANGING
FROM 5 TO 9 PERCENT OF ANNUAL GA ACCIDENT TOTALS.
THE NATIONAL TRANSPORTATION SAFETY BOARD HAS LONG BEEN
CONCERNED ABOUT GA ACCIDENTS THAT OCCUR IN POOR WEATHER OR IN
IMC (REFERRED TO IN THIS STUDY AS ÌWEATHER-RELATED ACCIDENTSÎ),
ESPECIALLY BECAUSE THEY ARE FAR MORE LIKELY TO BE FATAL THAN ACCIDENTS
THAT TAKE PLACE IN VISUAL METEOROLOGICAL CONDITIONS (VMC).

WEATHER-RELATED ACCIDENTS IN GENERAL, AND VFR-INTO-IMC ACCIDENTS
IN PARTICULAR, HAVE GENERATED CONSIDERABLE INTEREST FROM OTHER
GOVERNMENTAL AGENCIES AND THE AVIATION RESEARCH COMMUNITY. STUDIES
HAVE FOCUSED ON PILOTS EVALUATIONS AND ASSESSMENTS OF DETERIORATING
VISIBILITY OR ON THEIR FLIGHT-RELATED DECISIONS IN THE PRESENCE OF
WEATHER.
ADDITIONALLY, SOME RESEARCHERS HAVE SUGGESTED THAT A LACK OF GOOD
WEATHER INFORMATION DURING FLIGHT CONTRIBUTES TO THE INCIDENCE OF
WEATHER-RELATED ACCIDENTS.

OTHER RESEARCHERS HAVE ATTEMPTED TO CHARACTERIZE THE TYPES OF
DECISION-MAKING ERRORS THAT LEAD PILOTS TO MAKE UNSAFE DECISIONS.
ONE CLASS OF DECISION-MAKING ERROR ATTRIBUTED TO PILOTS IN WEATHER
ACCIDENTS IS KNOWN AS A PLAN CONTINUATION ERROR.
A PLAN CONTINUATION ERROR IS DEFINED AS FAILURE TO REVISE A FLIGHT
PLAN DESPITE EMERGING EVIDENCE THAT SUGGESTS IT IS NO LONGER SAFE.

EXAMPLE
RATHER THAN REVISING THE
INTENDED ROUTE OF FLIGHT
BY CHANGING COURSE OR
ALTITUDE, DEVIATING TO AN
ALTERNATE AIRPORT, OR
RETURNING TO THE
DEPARTURE AIRPORT, PILOTS
MAY OPT TO PRESS ON INTO
DETERIORATING WEATHER.
ANOTHER TYPE OF DECISION-
MAKING ERROR CAN OCCUR
WHEN PILOTS CONTINUE
VISUAL FLIGHT INTO
INSTRUMENT CONDITIONS
BECAUSE THEY INCORRECTLY
ASSESS THE RISKS OF THE
SITUATION.

AN INCIDENT IS AN UNPLANNED EVENT WHICH HAS THE POTENTIAL TO CAUSE
HARM TO PERSONS, PROPERTY/ASSETS, THE ENVIRONMENT OR UNINTENDED
DISRUPTION TO OPERATIONS. THIS ALSO INCLUDES NEAR MISSES OR
NONCONFORMANCE ISSUES AND ANY INCIDENT THAT HAS OCCURRED ON AN
AIRCRAFT THAT IS RETURNING TO, OR EXPECTED TO ARRIVE AT AN AIRPORT.

IN
AN INCIDENT CAN BE (BUT IS NOT
LIMITED TO) THE FOLLOWING:
• RISK OR THREAT TO PEOPLE’S
SAFETY
• PROPERTY DAMAGE
• NEAR MISSES
• ENVIRONMENTAL DAMAGE
• INJURY OR ILLNESS
• SUSPICIOUS BEHAVIOUR
• CRASH, SPILLS, RELEASES
• STORM/WEATHER DAMAGE
• AVIATION INCIDENTS
• CRIMINAL ACTIVITY (THEFT
ETC)
• FIRE

FOR ANY INCIDENT THERE ARE 4 KEY STEPS TO BE TAKEN IN RESPONSE:
1. REPORT THE INCIDENT
2. INTERVENE IF SAFE TO ENSURE PUBLIC SAFETY
3. CONTROL THE SITE
4. DEBRIEF & RECOVER

ALL INCIDENTS HAVE THE POTENTIAL TO ESCALATE (SOMETIMES VERY QUICKLY)
INTO A LARGER EVENT, EMERGENCY AND/OR DISRUPTION TO SERVICES.
BE AWARE THAT AS A RESULT OF MOST AIRPORT BEING A LOCATION OF HIGH ACTIVITY, A
NUMBER OF RESPONDERS AND AGENCIES WILL LIKELY ATTEND AN INCIDENT. AIRPORTS,
POLICE AND EMERGENCY SERVICES HAVE PRE- PLANS THAT IDENTIFY ADDITIONAL
RESOURCES AND SPECIALIST SUPPORT READY TO DEPLOY IN MANY SCENARIOS.

EXAMPLE
THE EVACUATION OF A
BUILDING MAY CAUSE STAFF
AND PUBLIC CONFUSION,
MISINFORMATION AND
ANXIETY, OR HAVE AN IMPACT
ON ROADS WHICH THEN
IMPACTS TRAFFIC MOVEMENTS
TO TERMINALS AND
ULTIMATELY AIRCRAFT
DEPARTURES, FURTHERING
CONFUSION AND WELLBEING

FOR ALL INCIDENTS THERE ARE SOME BASIC STEPS TO UNDERTAKE WHICH WILL NOT
ONLY ASSIST IN THE IMMEDIATE RESPONSE TO AN INCIDENT, BUT ALSO IN
UNDERSTANDING WHAT OCCURRED AND HOW PREVENT FUTURE OCCURRENCES.
THESE STEPS ARE:
1. ENSURE THE SAFETY OF YOURSELF, STAFF AND VISITOR
2. PROVIDE FIRST AID AND CALL EMERGENCY SERVICES AND THE AIRPORT CONTROL
CENTRE (ACC)
3. TAKE CONTROL OF THE AREA (BUT ONLY IF SAFE TO DO SO)
4. DEBRIEF AND RECOVER

1. ENSURE THE SAFETY OF YOURSELF, STAFF AND VISITORS
IN AN INCIDENT OR EMERGENCY, AS THE FIRST ON SCENE YOU WILL NEED TO
ENSURE THAT THERE IS NO FURTHER THREAT TO YOU OR FELLOW WORKERS
AND VISITORS. KNOW THERE IS DANGER AT EVERY SCENE. DON’T PUT
YOURSELF OR OTHERS AT RISK.
IF YOU IDENTIFY IMMEDIATE DANGERS TO YOURSELF – STOP AND RETREAT
IMMEDIATELY TAKING OTHERS WITH YOU. RELY ON THE EMERGENCY SERVICES,
WHO ARE BETTER TRAINED AND EXPERIENCED TO CONTROL THE SITE.

IF THERE IS NO DIRECT THREAT TO YOU THEN YOU SHOULD ASSIST THOSE WHO
NEED HELP IF YOU CAN. AS AN AIRPORT WORKER, YOU WILL ALSO BE THE
FOCUS OF THE PUBLIC FOR HELP AND SUPPORT, PARTICULARLY IF THERE IS
NEARBY OPERATIONAL ACTIVITY, TRAFFIC OR CROWDS. IF AN ARMED
OFFENDER IS ACTIVE ON AIRPORT, ADOPT THE PRINCIPAL OF RETREATING AND
WITHDRAW FROM THE AREA TO A SAFER PLACE TAKING ANYONE YOU CAN
WITH YOU.

2. PROVIDE FIRST AID AND CALL EMERGENCY SERVICES AND ACC
HAS EMERGENCY SERVICES AND ACC BEEN CONTACTED? IF NOT, DO SO ASAP.
KNOW THAT WHEN YOU CALL YOU WILL BE REQUIRED TO PROVIDE ADDITIONAL INFORMATION SUCH AS:
• THE NATURE OF THE INCIDENT
• YOUR LOCATION AND NEAREST CROSS STREET
• ACCESS TO THE SITE • WHO IS THREATENED OR INJURED
• WHAT STRUCTURES ARE INVOLVED
• WHO IS ON SITE ASSISTING
• IF THERE IS ANY FURTHER THREAT
• CONFIRM YOUR PHONE NUMBER
• IT IS IMPORTANT THAT IF YOU RING EMERGENCY SERVICES THAT YOU ALSO PROVIDE THIS INFORMATION TO THE
ACC SO EMERGENCY SERVICES CAN BE GUIDED AND STAGED AT LOCATIONS ACROSS THE AIRPORT AS PER
RESPONSE PLANS.

3. TAKE CONTROL
IF IT IS SAFE TO DO SO, THE MOST PRACTICAL WAY TO CONTROL A SITE IS TO ‘CORDON’ THE SITE
SO THAT PEOPLE CAN SAFELY LEAVE AND BE ACCOUNTED AND TO PREVENT OTHERS FROM
ENTERING. TOOLS AND TECHNIQUES TO IMPLEMENT CORDONS INCLUDE USING OTHER WORKERS
TO ASSIST, SETTING UP SCREENS, USING CONES OR VEHICLES OR CLOSING ACCESS TO ENSURE
OTHERS ARE NOT HURT OR UNNECESSARILY INVOLVED.
ALSO USE CORDONS OR ACCESS CONTROL TO ENSURE THAT VISITORS AND PASSENGERS ARE NOT
UNNECESSARILY EXPOSED TO THE INCIDENT.
GOOD CONTROL WILL REDUCE CONFUSION, BE WELCOMED BY THE EMERGENCY SERVICES, AND
WILL PREVENT OTHER SECONDARY INCIDENTS AND EVENTS OCCURRING THAT MAY CAUSE
FURTHER HARM OR IMPACTS TO OPERATIONS.

4. DEBRIEF & RECOVER
TAKE THE TIME TO IMMEDIATELY NOTE YOUR OBSERVATIONS AND ACTIONS. THIS COULD
BE SIMPLY BY SAVING YOUR PHONE OR MESSAGE RECORDS, OR MAKING BRIEF NOTES
AFTERWARDS. MAKE SURE THAT IF THERE IS A FORMAL INVESTIGATION OR REVIEW THAT
YOUR NOTES AND OWN OBSERVATIONS CONTRIBUTE TO THE REVIEW.
IT IS IMPORTANT FOR IMPROVING OPERATIONS AND FOR YOUR OWN WELLBEING THAT
YOU HAVE THE OPPORTUNITY TO DISCUSS THE RESPONSE AND WHAT DID AND DID NOT
WORK WELL. THIS WILL ALLOW YOU AND YOUR ORGANISATION TO BE BETTER PREPARED
FOR NEXT TIME. ARRANGE OR PARTICIPATE IN A ‘HOT DEBRIEF’ AT THE FIRST
OPPORTUNITY

EVERYONE CAN BE AFFECTED BY AN INCIDENT AND CAN FIND THEMSELVES
CHALLENGED IN MANY WAYS. YOU SHOULD DISCUSS THESE CHALLENGES WHEN
YOU ATTEND A POST INCIDENT DEBRIEF.
DO NOT HESITATE TO REFER YOURSELF OR OTHERS TO YOUR COMPANY’S
EMPLOYEE ASSISTANCE PROGRAM SHOULD YOUR/THEIR WELLBEING BE
FURTHER CHALLENGED AS A RESULT OF THEIR EXPERIENCE.

• INCIDENT INVESTIGATION
TO LOOK TO PREVENT THE INCIDENT FROM OCCURRING AGAIN, AN INVESTIGATION MUST BE
UNDERTAKEN BY THE OPERATOR AFTER THE INCIDENT TO ADDRESS THE FOLLOWING MATTERS.
A. CIRCUMSTANCES OF THE INCIDENT;
B. THE LIKELY CAUSE OR CAUSES OF THE INCIDENT;
C. ACTIONS TAKEN BY THE OPERATOR TO MITIGATE THE CONSEQUENCES OF THE INCIDENT;
D. ACTIONS TAKEN BY THE OPERATOR TO PREVENT THE INCIDENT OR SIMILAR INCIDENTS FROM
REOCCURRING; AND
E. ANY OTHER INFORMATION REQUESTED BY EXTERNAL AGENCIES/INVESTIGATORS

• FIRST RESPONDERS
OFTEN AIRPORT WORKERS ARE FIRST ON SCENE AT AN INCIDENT. ALL AIRPORT FRONTLINE
EMPLOYEES ARE TRAINED AS ‘FIRST RESPONDERS’ TO CONDUCT FIRST INTERVENTION TO ENSURE
THAT THERE IS NO FURTHER THREAT TO ANY STAFF, WORKER OR VISITOR TO ANY AIRPORT, OR TO
THE SAFE OPERATIONS OF THE AIRPORT INCLUDING AIRSIDE, LANDSIDE AND TERMINAL
OPERATIONS.
TO BE ABLE TO REACT AS A FIRST RESPONDER AND INTERVENE YOU SHOULD HAVE BASIC
WORKPLACE TRAINING.
ENSURE THAT YOU HAVE CONSULTED YOUR SUPERVISOR IF YOU REQUIRE FIRST AID, FIRE
EXTINGUISHER, WARDEN (TERMINAL OPERATORS) OR FUEL SPILL RESPONSE (AIRSIDE
OPERATORS) TRAINING

• CONTROLLING AGENCIES
IN DEVELOPING INCIDENTS THAT MAY POSE A THREAT TO PUBLIC SAFETY OR AIRPORT OPERATIONS, INITIAL
SITUATION REPORTING WILL RESULT IN AN ORGANISATION ARRIVING ON SCENE AND TAKING CONTROL.
THE AGENCIES THAT HAVE THIS RESPONSIBILITY ARE USUALLY:
 POLICE SERVICES
 FIRE SERVICES (AIRPORT RESCUE FIRE FIGHTING AND/OR FIRE AND EMERGENCY SERVICES)
 AMBULANCE SERVICES
 AIRPORT
THERE ARE PROCEDURES AND PROTOCOLS THAT DETERMINE THE AGENCY IN CHARGE DEPENDING ON THE
INCIDENT. THE OFFICER IN CHARGE IS OFTEN REFERRED TO AS THE INCIDENT CONTROLLER AND THE
AGENCY THEY REPRESENT AS THE CONTROLLING AGENC

• INCIDENT CONTROLLER
THE PERSON RESPONSIBLE FOR COMMANDING, COORDINATING AND CONTROLLING AN
INCIDENT IS REFERRED TO AS THE INCIDENT CONTROLLER. THE INCIDENT CONTROLLER IS
NORMALLY THE MOST SENIOR MEMBER OF THE CONTROLLING AGENCY (I.E. POLICE, FIRE,
AMBULANCE).
IN WESTERN AUSTRALIA, THE EMERGENCY MANAGEMENT LEGISLATION GIVES THE
INCIDENT CONTROLLER ALL AUTHORITY TO PROTECT LIFE AND CONDUCT OPERATIONS
EVEN ON AIRPORT LAND, IN AIRPORT STRUCTURES AND FACILITIES AND AIRSIDE. THEIR
DIRECTIONS MUST BE ADHERED TO.

CULTURE AND DIVERSITY
FROM OUR INCREASINGLY DIVERSE DOMESTIC WORKFORCE TO THE GLOBALIZATION OF
BUSINESS, CULTURAL COMPETENCE IS ARGUABLY THE MOST IMPORTANT SKILL FOR
EFFECTIVE WORK PERFORMANCE IN THE 21ST CENTURY.
WHAT IS CULTURAL DIVERSITY IN THE WORKPLACE? CULTURE REFERS TO THE 7
ESSENTIALS OF WORKPLACE CULTURAL COMPETENCE: THE VALUES, NORMS, AND
TRADITIONS THAT AFFECT THE WAY A MEMBER OF A GROUP TYPICALLY PERCEIVES,
THINKS, INTERACTS, BEHAVES, AND MAKES JUDGMENTS. IT EVEN AFFECTS PERCEPTIONS
OF TIME, WHICH CAN IMPACT DAY-TO-DAY SCHEDULING AND DEADLINES.

7 ESSENTIALS FOR CULTURAL COMPETENCE:
1. BELIEFS AND WORLDVIEW
2. COMMUNICATION STYLES
3. FORMALITY
4. HIERARCHY
5. PERCEPTIONS OF TIME
6. VALUES AND PRIORITIES
7. EVERYONE’S UNIQUE

CULTURAL COMPETENCE, IN BRIEF, IS THE ABILITY TO INTERACT EFFECTIVELY WITH PEOPLE
FROM DIFFERENT CULTURES. THIS ABILITY DEPENDS ON AWARENESS OF ONE’S OWN
CULTURAL WORLDVIEW, KNOWLEDGE OF OTHER CULTURAL PRACTICES AND
WORLDVIEWS, TOLERANT ATTITUDES TOWARDS CULTURAL DIFFERENCES, AND CROSS-
CULTURAL SKILLS.
THE MORE DIFFERENT CULTURES WORK TOGETHER, THE MORE CULTURAL COMPETENCY
TRAINING IS ESSENTIAL TO AVOID PROBLEMS. CULTURAL PROBLEMS CAN RANGE FROM
MISCOMMUNICATION TO ACTUAL CONFLICT, ALL ENDANGERING EFFECTIVE WORKER
PRODUCTIVITY AND PERFORMANCE,

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