Originally Posted by
Heathrow Harry
the normal problem with ANY transport disruption is the lack of information.
The challenge here is that often the information being sought simply doesn't exist, or is changing.
You are sitting at a fog encrusted airport and your inbound aircraft has joined the queue to land. Fog worsens and a diversion is necessary. What was an known hour or two delay has become an indeterminate delay depending on the situation. Will the aircraft be able to refuel and continue? Will passengers be bused from/to the diverted airport. Are buses available, are bus drivers available? How the hell does the gate agent know the definitive answers before the people in the back room know them?
The necessity of having the lowest possible costs (and the highest executive bonuses) means that own or contracted staff simply do not exist to deal with the problems. Automation can help, but you always are going to need feet on the ground to deal properly. Better contingency planning, better simulations, better training and the recognition that customer satisfaction is more important than bonuses are all required.
Since that ain't gonna happen all of us SLF have to realise that the days of the airline getting you to your destination, at all costs, are gone forever.