The recent incident involving Japan Air jet reinstates the fact that we all win when we collaborate with each other. This is one major message that all members of the airport community should take to heart when it comes to passenger experience.
It was reported that Japan Airlines flight 516 turned into a fireball after it collided with a coastguard plane while landing. Passengers dashed to the emergency exits of the burning jet without their hand luggage. They were following the instructions of the flight crew. Just leaving their valuables behind was a major factor that enabled them to speedily leave the burning jet. Experts are reported to have said that the last person escaped just before the aircraft was engulfed in flames on the runway of Haneda Airport in Tokyo, Japan.
In what was described by some analysts as a “textbook case” of evacuations, everyone on flight 516 survived. The evacuation from the cabin was flawless even as it was filled with smoke. Here staff on board not only put their rigorous training to use but also the passengers followed instructions to the letter and so obeyed safety protocols. Analysts had said that evacuation would have been slow if passengers had decided to collect their luggage. No one was seen with any luggage in the video footage, some analysts have said.
Training in aviation is a very rigorous one. These trainings are not only cost intensive but the requirements for passing are very high. This is what aviators are known for – they place a premium on human lives and this premium is what drives the need for intense training. So passengers should show respect for the members of the airport community and trust their judgement.
The training by the airline is such that all new crew members undergo stringent evacuation and rescue training for up to three weeks before they are allowed to serve in commercial flights. It also covers how one controls the tone and volume of their voice so that they can best be heard by passengers. This training is repeated every year.
Tone of voice is very important in communication. It can influence how others perceive you and your message. It refers to the way you use your voice to convey meaning and emotion in your speech. A person’s tone of voice can affect the interpretation of the message and also have an impact on the way others respond to the message.
It’s important to be aware of one’s tone of voice when communicating with others, as it can make a significant difference in how a person’s message is received. Tones of voice are of different types. A search on the internet revealed that some are motivational, informative, soft, humorous, and respectful. Each of these can be used depending on the situation and intended purpose. This training on tone of voice is not only for cabin crew but should be part of the customer experience training for all airport community members.
Analysts have said that in real life it is difficult to ensure passengers do not panic. In this incident, the cabin crew co-ordinated well among themselves while the passengers followed instructions. This again stresses the need to appreciate that collaboration can be infectious when directed towards positive ends. This needs to be emphasised and re-emphasised in the airport community.
Another emphasis on training is that it should cut across departments and functions. Lessons learned in one unit of an airport should be shared for all community members to learn from. Reports state that the training at Japan Airlines is such that the crew go through a written examination, discuss various case studies and engage in practical training using different scenarios. Some of those scenarios will look at a plane making a water landing or where there is a fire on board. Maintenance staff are also made to partake in this training.
The year 2024 still does have many headwinds that the aviation industry will have to contend with. This miracle of collaboration should go with all community members into the new year. The Japan Airlines’ aircraft was not in the ideal condition for the evacuation that took place – the aircraft was nose down, making it difficult for passengers to move; only three inflatable slides could be used to evacuate passengers and could not be properly deployed because of the way the plane landed; the slide was very steep, which could have been dangerous; the aircraft’s announcement system also malfunctioned during the evacuation as a result the crew had to pass across instructions by shouting and using the megaphone; and there were signs the design of the aircraft was working to give those on board the best chance of escape.
These were reports of what analysts said. The good news is that in spite of all these constraints, the crew and passengers were all saved. The implication for strategy here is perhaps from the words of Sun Tzu: “If you know the enemy and know yourself, your victory will not stand in doubt; if you know Heaven and know Earth, you may make your victory complete.”
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