Airports ‘getting better at handling emergencies’
11.03.08
Airports are better equipped to deal with traumatised customers than ever before, thanks to the introduction of airport care teams. Speaking at the ABTA Crisis Management seminar last week, Eclypse consultant Phil Warren, who deals with emergency planning and training, said the teams are made up from volunteer staff members and there are now three in the UK based at Cardiff, Belfast and Manchester Airport.
Mr Warren said each of the teams has been set up after recent incidents proved a need for them. He said that travel firms should start building bonds with them now, so that they are prepared should they need assistance in dealing with their customers in a crisis.
He said that the Cardiff Airport based team has dealt with a number of varied incidents from a departing holidaymaker who started self-harming following an argument with her boyfriend to caring for a man whose elderly wife died as the plane they had boarded took off.
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