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Challenges DURING TYPHOON DAYS 19 Sep 2012

     Typhoon gave us, as the MIA operators, a true challenge in the area of providing customer services to the airport users as well as releasing accurate flights updates to the media.

     Under adverse weather conditions, not all airliners provide compensation to passengers such as hotel accommodation, waving of charges of re-routing. Therefore dissatisfaction from their clients may occur. When confronting “face-to-face” verbal complaints, we play a role as the most attentive audience and react promptly to meet the needs of the affected passengers in order to minimize their inconvenience and suffering.

     Management of MIA ensured the operation of the convenient store and other retailers to extend their business hours. Information counters were staffed without any intervals. Extra patrols were provided by Terminal Management colleagues, the cleaning services provider’s workers and the airport maintenance team to ensure the safety and the well being of the affected passengers. Air-conditioning was adjusted to the acceptable temperature after receiving demands on blankets and passengers stranded on air-side claiming the need to retrieve their checked baggage for extra clothing.

     During the involuntary overnight stay, some passengers found ways to entertain themselves like experiencing the force of the nature and taking pictures at the curbside, whereas others did constant check with the front line staffs regarding current situation and hoping their flights would resume in the very near future.

     I personally feel that the real challenge always come on the next day, since airliners have limited supply of seats with demand as twice as many they can afford. The real challenge is meeting with exhausted passenger with low tolerance of acceptance of any deals.Fortunately, skills are acquired through out the years in this industry which allows me to be confident in dealing with the cases.

     Source from: ADA – Administration of Airports Ltd