A Guidebook for Airport Winter Operations (2015)

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71 This chapter continues the presentation of best practices related to, and in general accordance with the contents of AC 150/5200-30C Chapter 2, “Snow and Ice Control Plan.” Each practice title is followed by a description of the airport type(s) in brackets to which the practice may be most applicable. 9.1 Safety Requirements Airport Closure or Suspension of Flight Operations for Safety [All Airports] The goal of maintaining continuous airport operations, regardless of the weather conditions, has been replaced at the vast majority of airports with a safety-first culture. An airport closure or suspension of flight operations is an acceptable safety measure and does not indicate a failure of the snow removal team or the airport’s SICP. Pre-season training at some airports includes a simulated airport closure and recovery scenario. Tenants are briefed by airport operators during pre-season meetings on the conditions that may lead to an airport closure. Air carriers have shared operational guidelines for when aircraft will not fly and for when ground crew activities will be suspended. Airports with SMGCS plans are using restrictions triggered by prevailing visibility readings as the basis for decision making during a snow or ice event. Most SMGCS plans list a visibility at which an airport will suspend aircraft movements and vehicle operations and issue a NOTAM indicating airport closure. The “safety-first” message needs to be communicated to all airport tenants and stakeholders starting at the first meeting of an airport’s Snow Committee and continuing throughout the winter season. Airport Surveillance Detection Equipment [Medium and Large Hub] Reduced visibility and obscured lights and pavement markings are hazards to vehicle opera- tor situational awareness. Airport surveillance detection equipment (ASDE) Model X will detect aircraft and track vehicles operating on the movement area. The FAA has deployed ASDE-X at 35 airports. ASDE-X data can be made available to airport operators through third-party prod- uct vendors. The FAA has approved the use of ADS-B out-squitter equipment for airport vehicles (see AC 150/5220-26). A squitter will broadcast a unique code that is interrogated by the ASDE-X system. The benefit of a squitter broadcast is that a vehicle call sign can be tagged to the primary target on ASDE-X displays, allowing air traffic controllers to immediately identify the vehicle. The equipment is eligible for FAA funding. Commercial Vehicle Tracking Products [Medium and Large Hub] Airport operators should consider the use of commercial vehicle tracking products to enhance safety during winter operations. Multiple GPS-based products are available that can track vehicle C H A P T E R 9 SICP Best Practices

72 A Guidebook for Airport Winter Operations movements. Some of these products have the ability to create “electronic fences” around runways or other areas of concern with audible and visual alarms that can alert an operator when a vehicle is approaching the “fence-line.” Multi-lateration and triangulation based products are also avail- able for vehicle tracking on all airport surfaces. Runway Crossings [All Airports] Avoid runway crossings whenever possible by using airport service roads, perimeter roads, and tunnels. If runway crossings become necessary, standard crossing points should be established with ATC and identified in a letter of agreement (LOA). The proper use of radio procedures, as presented in airport vehicle driver’s training, is imperative. There should be zero tolerance for any deviation to procedures by vehicle operators. A runway crossing is one of the most dangerous situations on an airport and should be afforded the commensurate level of attention and care. Adequate Staffing for Event [All Airports] Too few personnel available for snow and ice control operations results in a rush to job com- pletion and the higher probability of an accident or incident. Err on the side of safety when determining the number of employees needed for a snow event. The opposite shift or relief crews should be available on a timely basis. Airport operators should also consider roadway conditions that airport employees will face on the drive to the airport. Congestion and snow or ice-contaminated surfaces will require additional travel time. Non-Punitive Reporting Procedures [All Airports] Accident and incident investigations are enhanced by instituting non-punitive reporting proce- dures. Future accidents are often prevented by forthright and honest reporting of circumstances leading up to an incident. Multiple airport operators discouraged immediate termination of an employee for a runway incursion or for a vehicle accident, except in the case of willful misconduct or prior history. Airports noted the significant investment in operator training and the loss of a valuable resource associated with unnecessarily rigid disciplinary action. 9.2 Topics for Pre- and Post-Season SICC Meetings Post-Season Evaluation to Kick Off Pre-Season Planning [All Airports] A post-season meeting of the SICC with airport stakeholders is likely the most important meeting of the winter season. Many airports consider the post-season meeting as the start of the planning process for the following winter season. The last post-event meeting and/or critique should not be confused with the post-season review meeting. It is important to have access to minutes from all post-event meetings from the snow season for the post-season review. Pro- cedural changes are often dictated by lessons learned during individual snow or ice events. A comprehensive post-season review of procedures becomes the basis for revisions to the SICP and updates of related procedural documents. Changes are incorporated into the appropriate documents with publication scheduled for late summer or early fall, as appropriate, to support annual, recurrent winter operations training. Post-Event Snow Committee and Stakeholder Meeting [All Airports] There is general agreement that a post-event meeting of the Snow Committee and airport partners and stakeholders is of vital importance to successful winter operations. These meetings, which may also be referred to as event critiques or hot washes, are usually scheduled one to three business days after a snow or ice event. Although all stakeholders are invited, it is important to have a knowledgeable representative from key stakeholders (ATC, air carriers, FBOs, pilot safety groups, and deicing service providers) present at the meeting. Individual event performance is

SICP Best Practices 73 evaluated by identifying the good and not-so-good in an open, respectful forum. Any significant disagreements are identified and discussed at a separate meeting involving only the affected par- ties. Meeting minutes are kept by the secretary of the Snow Committee or by a representative of the airport, not only for post-meeting dissemination, but also for review at the end of the winter season. Lessons learned and potential changes to snow and ice control procedures are identified and considered for implementation. Minor procedural changes may be implemented prior to the next snow or ice event. It should be made clear to partners and stakeholders that major changes or any proposed changes to the airport’s SICP require FAA review and approval. 9.3 Outlining an SICP Winter Operations Plan [All Airports] An FAA-approved airport SICP addresses regulatory requirements listed under FAR 139.313, “Snow and Ice Control.” Similar to more detailed internal documents that support the Airport Certification Manual (ACM), a detailed Winter Operations Plan, including procedures and checklists, should be prepared to augment the SICP. The Winter Operations Plan is airport- specific and should clearly define the roles and responsibilities of key airport positions, air- port departments, airport contractors, and stakeholders. It should outline airside and landside snow removal procedures and protocols. The internal document should be the basis for winter operations training for all airport personnel assigned to winter operations duties. The docu- ment should be readily available for reference during a snow or ice event. Some airports prepare separate procedural documents for contracted employees. Documents and procedures should be reviewed annually upon completion of the snow season. Revisions of the internal documents are often the impetus for a revised FAA SICP. Weather Conditions Triggering Procedures [All Airports] The SICP or Winter Operations Plan should identify the weather conditions that will initi- ate the execution of SICP procedures. Snow removal crew response is a factor of the forecasted type of precipitation, the forecasted rate of accumulation, total amount expected, and timing of the event. Snow removal personnel can become familiar with SICP triggers and, therefore, can recognize forecasted conditions in which they can expect to be called to the airport for snow and ice control duties. SICP Contributors [All Airports] Participation in original preparation and subsequent revision of the SICP should not be lim- ited to operations or planning personnel. Any internal airport department or external agency that will be assigned tasks within the SICP should be afforded the opportunity to provide input and suggestions on plan content. The individuals conducting the work often have the best per- spective as to the most effective and efficient means in which to complete their assigned tasks. With ownership comes accountability; with accountability comes performance. SICP for a General Aviation Airport [General Aviation] An FAA-approved SICP is not required at non-certificated airports. Nevertheless, many gen- eral aviation airports have established a goal to maintain FAR Part 139 standards during winter operations and have created snow plans in support of that goal. The dissemination of an SICP provides tenants and airport users with written expectations for airport operability during a snow or ice event. Established standards and procedures provide clear guidelines for airport operations and maintenance personnel. The general aviation airports with snow plans noted staff willingness not only to meet FAR Part 139 standards but to exceed those standards and, therefore, exceed tenant and user expectations.

74 A Guidebook for Airport Winter Operations Impacts from New Construction [All Airports] Airport construction routinely requires revisions to an airport’s SICP. Consideration must be made for new or altered pavements and new or expanded structures. Operations staff partici- pation in construction planning processes as well as the availability of construction plans and documents means that the identification of potential impacts to snow removal operations may begin prior to actual construction. Post-construction airport layout drawings should be made available as soon as is practical for incorporation into winter documents and for use in pre- season planning and training. Snow Committee membership should include a representative of the airport’s engineering, planning, and development department. 9.4 Topics for Writing Instructions and Procedures for Winter Operations and Notification Pre-Event Meetings in Response to Weather Forecasts [All Airports] An airport operator’s SICP and/or internal procedural documents should clearly define pro- cedures for reviewing and analyzing forecasted weather conditions in advance of a snow or ice event. Most airports concur that a meeting or teleconference with critical airport stakeholders 12 to 24 hours in advance of an event is key to a successful response to the event. A pre-event meet- ing or teleconference agenda should include a detailed weather forecast review and the expected impact of the weather on airport capacity. Airports commonly provide their best estimate as to the frequency and type of runway treatment expected during the event, which helps facilitate a discussion of event-specific, predictable airport arrival rates and departure rates. At a minimum, participants should include airport operations, airport maintenance, ATC, air carriers, and key air- craft operators serving the airport. Larger airports convene a full meeting of their Snow Committee and/or IROPS Committee. Detailed notes of the meeting should be prepared for dissemination to all airport tenants, in addition to those who attended the meeting. Response Levels for Forecasted Weather Conditions [All Airports] An airport’s SICP and/or internal procedural documents should clearly define procedures for response to forecasted weather conditions. Many of these plans are structured or tiered, based on forecasted weather conditions, and define response times and the number of personnel required to report to the airport depending on the level of the event. Too often, response plans are based on forecasted snowfall alone. However, snow type, snowfall rate, and event duration should also be considered in determining response levels. Response checklists are of particular value for airports with infrequent snow or ice events. Snow Removal Procedures to Avoid Aircraft-Vehicle Conflicts [All Airports] The runway environment should be protected at all times to avoid aircraft-vehicle conflicts. Airports strongly recommend the establishment of formal procedures to outline runway snow removal operations. Those procedures should be listed in the SICP and in an LOA with the appropriate ATC facility. Another strong recommendation is the closing of the runway to facili- tate snow and ice control operations. Airports that conduct snow removal between flight operations on an open runway need to pay particular attention to established safety protocols. Conducting snow removal on an open runway when the local ATCT is closed is not recommended. Remote approach control facilities or enroute ATC centers will not be as familiar with established procedures.Source: Epoke North America, Inc.

SICP Best Practices 75 TSA Security Procedures for Stranded Passengers [Small, Medium, and Large Hub] Outside of normal TSA operating hours, consider establishing procedures to allow for the escorting of screened passengers into non-sterile areas to meet immediate needs and then returning to the sterile area without additional screening. 9.5 Runway Incursion Mitigation and Operations During Non-Towered ATC Periods Use of Supplemental ATC Frequencies for Communications [General Aviation and Small Hub] Most airports utilize internal company radio frequencies to facilitate communications dur- ing snow or ice control events. Airport operators at smaller facilities have reported success in utilizing a supplemental ATC frequency for snow and ice control communications. The process allows ATC personnel to monitor transmissions, track the movement of snow removal teams, and immediately participate in transmissions to coordinate surface closures. The volume of rou- tine air traffic transmissions should be considered before pursuing the use of an available ATC frequency for snow removal communications, as well as the possibility that such transmissions may distract controllers from their primary tasks. Approval to use an ATC frequency and detailed procedures should be codified in a LOA. Snow Removal Coordination When Local ATCT Is Closed [General Aviation, Small, and Medium Hub] Airports that do not have a high demand for runway capacity may benefit by preparing for runway assessments or by scheduling runway snow and ice control closures when reported braking action deteriorates to medium (fair) from good braking. Communication protocols between the airport operator and ATC should be defined in an LOA, including procedures for when the local ATCT is closed. Many airports report conditions to the next available ATC facility, either a TRACON or an Enroute Traffic (Center) facility, as appropriate. When a local ATCT is closed, it is a best practice for airport snow removal crews to be monitoring the local common traffic frequency (CTF). Some airports will report conditions on the CTF upon request from an inbound flight crew when the ATCT is closed. 9.6 Staff Training and Recordkeeping Summer Training [All Airports] Snow removal skills training and operational briefings should not be limited to immediately prior to the winter sea- son. Vehicle operators will benefit from off-season table-top exercises, operational briefings, and “dry-run” snow removal vehicle training sessions. The off-season timeframe will allow managers and operators the opportunity to experiment with new or revised strategies and tactics, including procedures or vehicle movement options. Summer training sessions may also provide an opportunity for key partners and stakeholders to ride along for the purposes of becoming more familiar with airport snow removal operations. Pre-Season Dry-Run Training [All Airports] Most airports conduct dry-run winter operations training in advance of the winter season. A simulated runway snow Source: Oshkosh Corporation

76 A Guidebook for Airport Winter Operations removal operation is coordinated with ATC, providing each agency with an opportunity for refresher training and refamiliarization of winter operations. A dry run provides the opportunity for air traffic controllers, airline personnel, and airport administrative staff to ride along with snow removal operators. The chance to ride in a snow removal vehicle on the airfield is appreci- ated and valued. Some airports take the dry-run concept one step further by conducting a “snow rodeo,” where operators are put through a series of driving tests and obstacle courses. Certain airports score performance and present awards, often at a social event that immediately follows the rodeo. Formalized Annual Training [Large Hub] Larger airports with available training resources have formalized annual, recurrent winter operations training for all appropriate internal employees. This level of training exceeds FAR Part 139 requirements, as not all participants have tasks identified in the ACM. Topics include SICP review, SMGCS plan review, incident command or Snow Desk training, communications training, and other pertinent operational topics. Training for Contracted Personnel [All Airports] An intense training program is required for contracted personnel assigned to airside snow removal tasks. In addition to basic airport vehicle driver’s training and the education of personnel on expectations and desired snow removal methodology, contracted personnel need to be edu- cated on the unique nature of the airport environment. Hazards exist that are not encountered at a normal job site, especially hazards associated with working in and around aircraft. Outside Stakeholder Involvement in Training [Small, Medium, and Large Hub] Airports may wish to provide familiarization training to ATC, airline, FBO, and other ten- ant personnel to outline basic snow removal tactics and to identify equipment and its use. The effort will likely enhance inter-agency coordination and cooperation, as well as provide the opportunity to define snow removal goals and objectives. Airport personnel would also benefit from any reciprocal training and/or familiarization programs made available by key airport partners. Stakeholder Ride-Alongs [Medium and Large Hub] Some airports provide stakeholders with the opportunity to ride along with snow removal teams. It was suggested that the experience not be a quick orientation, but a full 2 to 3 hour shift on the airfield. The experience will educate stakeholder personnel on the difficulty and hazards experienced by the snow removal team. This may facilitate an understanding of and an apprecia- tion for the snow team’s efforts that will pay off with more cooperative interaction between the airport and its tenants. Additionally, stakeholders may enjoy and benefit from the opportunity to participate in “dry-run” snow removal training sessions. Sleep Disorder Training [All Airports] Airports should provide snow removal crews with sleep disorder training and circadian rhythm training. Online training and printed materials are readily available. This training will allow employees to recognize the symptoms of fatigue and the pre-event personal activities that could lead to fatigue on the job. Training on Human Performance Factors and Situational Awareness [All Airports] Airport operators should provide snow removal personnel with training and presentations on human performance factors and situational awareness. Training leads to safer outcomes.

SICP Best Practices 77 An overwhelming number of aircraft accidents and airport incidents have been attributed to the loss of situational awareness. Vehicle operators need to be reminded to slow down and add following distance when operating on contaminated surfaces and when operating in reduced visibility. Operators should be trained to avoid vehicle operation when fatigued and to imme- diately report the condition to a supervisor or manager. Data has shown the majority of snow removal related vehicle accidents occur during clean-up operations when less stressful condi- tions may lull a driver into a false sense of security. Airport operators should maximize crew rest periods by scheduling clean-up operations based on the next forecasted snow event and not be in any rush to complete that work as soon as possible. Airports with a safety or risk management function may wish to consider inviting a representative of that department to act as a safety officer during weather events, observing operations from a supervisory or lead vehicle. Radio Communications Procedures [All Airports] It is imperative to train vehicle operators on proper radio communications procedures. Operators should be proficient in operating the type of radios installed in their vehicles. Proper radio communication protocols should be included in a vehicle driver’s training pro- gram. Assigned channels or frequencies need to be clearly delineated with requirement that vehicle operators must monitor assigned frequencies. A radio’s scan function leads to dis- tractions and, therefore, its use should be prohibited. Radio transmissions should be strictly limited to safety- or business-related calls only; idle chatter should be prohibited. Airport operators may wish to consider the recording of critical radio channels for incident review and future training. Radio Frequencies [All Airports] Vehicle operators should be trained to have working knowledge of all ATC frequencies used on the airport. At minimum, a list of air traffic positions and assigned radio frequencies should be available in all vehicles. ATC assigns frequencies by type of surface (runway or taxiway), by geographical area, and by task (e.g., metering or clearance delivery). Persons assigned to commu- nicate with ATC must know the correct radio frequency associated with the specific movement- area surface. It is highly recommended that communications associated with runway operations be conducted on the appropriate local control or tower frequency. Communications related to taxiway operations should be broadcast on the appropriate ground control frequency. Proce- dures should be identified in the LOA with ATC, including the identification of an emergency telephone number in the event of radio communication failure. Vehicle-Specific Training [All Airports] Develop a comprehensive and practical training program for each vehicle in the fleet. Ensure that personnel have adequate training on each piece of equipment they are expected to oper- ate. An appropriate amount of behind-the-book and behind- the-wheel training is necessary in order for safe operation. Almost every piece of SRE is equipped with dual-operator cab seats, which facilitate training with an experienced operator on board. Simulator training may be of benefit for airport driver’s training and airport familiarization, but an operator will need to learn the handling characteristics of a particular vehicle. For instance, most airports operating multi-function vehicles noted the need for extended training periods due to the size, weight, and unique design of the equipment. The training program should identify standards that must be met before an employee Source: Oshkosh Corporation

78 A Guidebook for Airport Winter Operations is allowed to operate a vehicle on his or her own. Completion of training is documented in writing by management. An airport’s vehicle training program should include annual, recurrent training with an associated competency evaluation for each piece of equipment an employee is expected to operate. Airports that implemented a formal vehicle certification program reported reduced accident rates. FAA TMU Training [Medium and Large Hub] The FAA ATC Command Center provides TMU training courses for internal staff on a routine basis. The FAA has made seats available at these courses to airport representatives for the purpose of education and familiarization with FAA traffic management and flow control procedures. Participation is on a space-available basis. Interested airports should make inquiries with the TMU office at the ARTCC with jurisdiction over local airspace. Web-Based Training Services [All Airports] Airports with a high demand for winter operations training utilize web-based training services and, at a few airports, are utilizing a vehicle training simulator. Each option can generate an on- demand winter environment for training purposes. Airports that operate a simulator reported a number of employees experienced motion sickness while training in a full-environment simulator. Video game consoles were deployed to offset this problem and to train employees who were unable to participate in simulator training. Field Maintenance Personnel Training [Medium and Large Hub] FAR Part 139.303 requires airport personnel with ACM compliance duties to complete annual, recurrent training. Due to assigned ACM compliance duties, operations personnel experience a higher volume of training than maintenance personnel. In an effort to increase proficiency and awareness of ACM compliance duties, airports have offered field maintenance personnel the opportunity to take training classes above the level required of their job duties. Snow Desk Training [Small, Medium, and Large Hub] Airports that establish an ICP or operate a Snow Desk during a winter event should conduct annual, recurrent training for airport staff and tenant representatives who are routinely assigned to those facilities. Off-season table-top exercises offer excellent training opportunities. Individuals assigned to an ICP or Snow Desk may benefit from NIMS training, especially if NIMS procedures are used in snow removal operations. Various online courses are available from the Department of Homeland Security or Federal Emergency Management Agency: http://training.fema.gov/IS/ NIMS.aspx. 9.7 Other Related Items 9.7.1 Lease Agreements Maintenance Responsibility Matrix [General Aviation, Small, Medium, and Large Hub] Airport operations and maintenance personnel should have a clear understanding of snow removal requirements as defined in airport lease agreements. Many airports prepare a maintenance responsibility matrix that is an attachment to an airport lease. The matrix identifies where the tenant is responsible for snow removal or other general maintenance items and is a valuable field reference for snow removal supervisors. Areas of responsibility can be depicted visually on a lease- hold diagram or listed in a database format. A map depicting all airport leasehold areas and related responsibilities is an excellent resource for on-field snow removal managers and supervisors.

SICP Best Practices 79 9.7.2 Contracted Snow Removal Third-Party Contractors for Aircraft Parking Gate and Cargo Ramp Snow Removal [Small, Medium, and Large Hub] Safety and efficiency considerations may necessitate the assignment of aircraft parking gate and cargo ramp snow removal to third-party contractors. When working with a limited number of full-time vehicle operators, airports will likely assign those individuals to snow removal duties on movement-area surfaces and other critical areas. It is common for air carriers and cargo operators to be responsible for snow removal from within their leasehold areas. In some cases, airport operators enter into contracts for snow removal from aircraft parking gates and cargo aprons. Cost recovery methodology is routinely noted in tenant leases. 9.7.3 IROPS and Tarmac Delays Tarmac Delay Contingency Planning [Small, Medium, and Large Hub] Snow and ice events can and will likely lead to IROPS conditions. Recently enacted federal leg- islation requires airports to submit to the U.S.DOT a Tarmac Delay Contingency Plan. Airport operators should ensure that the SICP is in concert with Tarmac Delay Plans or other related IROPS procedures. The requirement for the airport to work with air carriers to provide passen- ger accommodations during periods of excessive tarmac delays is a major component of the fed- eral legislation. Airport operators are required to facilitate communication with airlines, ground handlers, and FBOs who may have the facilities or the necessary equipment to safely deplane passengers on behalf of airlines that have incurred excessive tarmac delays. The Tarmac Delay Plan must also identify procedures to share aircraft parking gates and facilities. However, terminal parking gates may not always be immediately available, resulting in the need for remote aircraft park- ing facilities. It is in the best interest of airport operators to have a pre-determined remote aircraft parking plan and to determine the number of aircraft that can be accommodated under the plan. Communication of that capacity in advance to partners, stakeholders, and ATC may very well reduce the probabil- ity of un tenable and unmanageable IROPS events. It should be noted that the U.S.DOT documents use the term “safe” deplanement of passengers. Condi- tions during snow and ice events may prevent the safe deplanement of pas- sengers from remote airport locations. Airport operators may wish to include procedures in the SICP that would address access to remotely parked aircraft for the purpose of deplaning passengers as well as for emergency medical response, food and beverage delivery, or the transportation of personnel for general aircraft services. For additional information on IROPS planning, see ACRP Report 65: Guide- book for Airport IROPS Contingency Planning. Coordination with Customs and Border Protection for International Flight Diversions [Small, Medium, and Large Hub] Tarmac Delay Contingency Plans and IROPS Plans should address procedures for accom- modating diverted aircraft, with special attention necessary for international diversions requiring close coordination with air carriers and Customs and Border Protection (CBP). Airports without an on-airport CBP facility should have procedures to address special circum- stances associated with international flights. It would be of great benefit to coordinate with CBP and local law enforcement on a plan to deplane and hold passengers in a secure facility.

80 A Guidebook for Airport Winter Operations Prior authorization from CBP is required for deplanement of passengers without the immedi- ate presence of CBP officials. Operational departments should include PR in any notification process associated with an international diversion. Gate Sharing [All Airports] If not specifically referenced in an existing plan, develop formal agreements with tenants for the sharing of leased gates during irregular aircraft operations. Establish plans for off-gate or hard-stand deplanement procedures to include ground service equipment personnel access to remotely parked aircraft and passenger/crew transportation to terminal facilities. Consideration must be given for the movement of handicapped or special-needs passengers. Airports should identify and communicate to air carriers and ATC the number of aircraft that can be parked on airport surfaces. That number should be further refined to identify the number of aircraft that can be processed for passenger deplanement within the domestic three-hour and international four-hour tarmac delay requirements. Airport Closure Planning [All Airports] Pre-season planning should include discussions regarding airport closure during a severe snow or ice event. Parameters and conditions most likely to cause a suspension of operations should be identified and communicated to all tenants and stakeholders. Many airports refer to operating restrictions or suspension of operations triggered by specific visibility readings as identified in an airport’s SMGCS plan. Post-airport closure recovery plans and procedures should also be addressed. One airport noted success in conducting a mock airport closure and recovery table-top exercise to drill airport tenants on procedures and expectations during a severe weather event. Remote Aircraft Parking Planning [Small, Medium, and Large Hub] Airports with limited deicing capacity would benefit from a well-defined remote aircraft park- ing plan, including the identification of queue line space and taxi routes to and from designated deicing locations. Remote parking locations may already be identified through IROPS planning; however, consideration must be made for winter conditions. Designated deice areas are often also identified for IROPS-related remote aircraft parking. The use of those pavements for deicing operations will affect remote parking capacity. Airports may wish to consider separate remote aircraft parking plans for winter and non-winter conditions. Notification of Regional Airport Operators Receiving Diverted Aircraft [Large Hub] Excess aircraft volume, sudden and unpredicted changes to the intensity of a snow event, an unscheduled runway closure, or a disabled aircraft are situational examples of what may create aircraft diversions from a hub airport to regional alternate airports. Past incidents indicate there has been little or no notification to regional airport operators that they will be receiving diverted aircraft. Hub airports in several areas of the country have formed regional networks to facilitate relationship building and to enhance communications among the hub airport, regional airports, and the air carriers that may utilize those airports. Hub airports have compiled and disseminated 24/7 telephone or email contact lists for use by all parties to the network. Those parties include governmental agencies, airline operations control or systems control centers, airport managers, FBOs, and local public safety agencies. The contact information becomes the data source for pre-loaded email or telephone notification lists that can be used to inform regional airports of potential or imminent diverted aircraft. The advanced notification assists regional airports in providing a coordinated response to an IROPS event, including possible implementation of the airport’s Tarmac Delay Contingency Plan.

SICP Best Practices 81 9.7.4 Passenger Assistance Stranded Passenger Plan [Small, Medium, and Large Hub] Maintain a Stranded Passenger Plan as part of the IROPS plan. The plan should include ways to address passengers’ five basic needs during an event: information (airport, airlines, govern- ment agencies), overnight accommodations (local lodging and airport amenities), food and water (concessions), facilities (life, safety, and security considerations, clean restrooms), and special services (ground transportation, services for special-needs passengers). Accommodations for Passengers with Disabilities [All Airports] In coordination with airline tenants, develop a plan for assisting them with providing special- needs passengers support as required by 14 CFR Part 382, Nondiscrimination on the Basis of Disability in Air Travel. This plan would include procedures for responding to passenger medical needs and for the care and feeding of service animals and animals in transit. It is rec- ommended that all airport employees undergo customer service training in order to be better able to assist the public during winter weather operations. This should include CPR and first aid training in case of medical emergencies within the terminal. Concessionaire Involvement in Winter Operations [Medium and Large Hub] Airport operators should actively engage concessionaires during winter events. Participation by food/beverage and retail tenants is critical to the successful implementation of IROPS plans. Agreements should be in place to extend operating hours later into the evening and earlier the following morning, as necessary to accommodate stranded passengers. Key concessionaires should be included in airport information dissemination networks, as it will be a challenge to make staffing arrangements on short notice. Additional Support Staff for Passenger Assistance [All Airports] Utilize appropriate and available non-operational staff to support terminal operations dur- ing periods of mass disruption. Consider third-party contractors who can provide support to passengers on short notice and train this group prior to winter weather operations. Equip staff in terminals with mobile devices, including laptops and tablets, to help provide relevant airport, flight, and hotel information to passengers. The devices help staff offer a more personal service via a multilingual translation application that enables assistance to non-English speaking cus- tomers. Airport operators need to make it readily obvious how such services can be found. Passenger Support Literature [All Airports] Many airports have produced pamphlets and other printed materials to assist passengers affected by IROPS conditions. Materials publicize available airport amenities including available retail and food/beverage concessions, special-needs items, medical and pharmaceutical supplies, onsite or nearby overnight accommodations, transportation options, security requirements, air- line contact information, and emergency contact information. IROPS planning includes steps to make terminal spaces more amenable for overnight accommodations. Additionally, the customer experience and PR are enhanced by the continuous presence and availability of airline and/or airport representatives during IROPS events. Hotel Hopper Buses [All Airports] Consider mobilizing free “hotel hopper” buses to transport passengers around the airport during adverse weather conditions and consider contracting with a specific provider for this purpose. Airports should also ensure that people who are using airport parking facilities are not charged for overstays in the event of major disruption.

82 A Guidebook for Airport Winter Operations Passenger Communications [Medium and Large Hub] During a winter event, communication with the traveling public involves two groups: the internal audience (passengers already at the airport) and the external audience (passengers on their way to the airport). For the internal audience the airport should use Flight Information Display System monitors and public address systems to notify passengers of winter weather related information. For external audiences the airport should use news media, the airport web- site, and social media to release winter weather information. Additionally, the FAA will provide delay information at major airports on the www.fly.faa.gov website. Air carriers provide real- time flight information on their websites. 9.7.5 Winter Event Public and Media Relations Crisis Communication Plan [All Airports] Prepare a Crisis Communication Plan (CCP) to provide a communications protocol for all airport employees in any emergency event. The CCP strategy is to provide as much information as possible as soon as the airport is aware of a crisis situation. The plan should include protocol for airport employees in an emergency event, identification of a media relations plan, strategy for social media engagement, and direction for stakeholder outreach and management. The CCP should identify how to conduct media relations and social media engagement. It should provide direction for stakeholder outreach and management, including international, domes- tic, and community relations. If an airport reports to a board or an authority, the communica- tion plan can give directions to expedite approvals that are needed from cities, municipalities, and boards. An airport PR representative should handle communications with city or county officials and the media. Airports should provide professional media training for any airport spokesperson and assign a PR representative to the AOC during severe events to stay abreast of events as they unfold and to release information to the public in a timely manner. Media Protocol Guide [All Airports] Develop a Media Protocol Guide that details a plan for communicating information regard- ing a crisis or event within the first hour. A Media Protocol Guide is a companion piece to the CCP and its purpose is to detail how to deal with print and electronic media in times of crisis, including operation during extraordinary winter events. Utilize the Media Protocol Guide for communication workshops and table-top drills so that communication transpires smoothly during an actual event or crisis. The goal for media relations during a crisis is to release a state- ment within the first 60 minutes that communicates what the airport knows about the crisis at that point in time and what the intended actions are. The benefit of having a formalized Media Protocol Guide is that it details an existing plan that can be implemented. It provides a format for communication workshops and table-top drills, and ensures a smoother flow of communications. The written plan should include a mission statement, general information, access restrictions, inquiry response, weather and airline contact information, and protocols for coverage of emer- gency events. This written plan should be evaluated annually after the winter weather season to review what worked and what did not. 24/7 Point-of-Contact for Media [Medium and Large Hub] PR departments should maintain separate 24/7 point-of-contact for media outlets. Many airports utilize websites as the primary means of communicating with the general public dur- ing a winter operations event. If it is the airport’s goal to provide an attended phone number,

SICP Best Practices 83 personnel should be made available through the PR department and not operational depart- ments. If PR personnel are not represented at an ICP or at a Snow Desk, regularly scheduled airport status updates should be provided to a PR representative by the operations group. Links to Air Carrier Websites for Flight Status [Small, Medium, and Large Hub] An “airport is open” media notification or website posting during a snow and ice event may be interpreted by the public that the airport is operating with little or no effect to published flight schedules. It is good practice to include a “check with your air carrier” disclaimer to encourage passengers to verify flight status with their airline. Links to air carrier websites are a convenient and widely used function on airport websites. Airport operators may also wish to conduct annual briefings to educate the media on airport operations during inclement weather. The media tends to take a black and white, airport open or airport closed point of view. The media may not know that even though reduced visibility may prohibit aircraft from landing, conditions may permit departures. A proactive educational program will likely result in more accurate media reports on airport status during ice and snow events. Regular Updates to Airport Website [All Airports] The airport website should regularly be updated with information about current conditions or situations at the airport (e.g., construction closures, weather conditions, delays, weather condi- tions affecting parking). Websites are critical tools for customer outreach. When winter weather notifications are necessary they should be linked to the airport website as well as all social net- works that are active for the airport. Websites should be used for passengers to access flight information as well as airline contact information. During winter weather operations, websites should be updated as soon as new information about the changing event is available. Alerts and/ or crawls should be added to websites to alert passengers to winter weather advisories or changes to air traffic due to the weather. In addition, other tools directly connected to websites and social media can be used to connect with passengers who are signed up to receive alert notifications. 9.7.6 Passenger Outreach Through Social Media Social Media Program [Medium and Large Hub] To have a responsive, successful social media program at a large airport, social media must be monitored approximately 18 hours per day. Large airports with more staff members in the communications department are able to monitor multiple social networks, especially through the use of mobile devices. The PR staff ’s sole focus, during winter events, should be to respond to social media inquiries and post information when they are not connected to a multi-platform network operation. Social Media Outreach [All Airports] In order for an airport’s intended audience to receive posted messages they need to know that their local airport participates in social media forums. There are several ways an airport can attract their audience, or followers, and let them know they partake in social media outreach. A couple of ideas include a signage campaign at an airport, or a news story on local television about friending or following their airport on the appropriate social media site. Consider reach- ing out to other airports that engage in social media for tips and tricks on how to most effectively use these tools. Press releases/events announcing the use of social media are necessary prior to launching social media. This will help the airport gain followers or fans. Icons for social media used should also be displayed on the front page of a website and link directly to the airport’s social media sites.

84 A Guidebook for Airport Winter Operations Smart Phone Applications (Apps) [Medium and Large Hub] It is anticipated that, beyond 2015, apps and website services will be the top two methods of customer service contact. Airports should consider investment in an app to guide customers to concession offerings in the terminal complex, particularly during extended winter event- induced delays. The apps should provide easy access to the airport’s website and winter weather notifications. Wireless Internet should also be easily accessible for passengers to log on to web- sites and social media networks with their laptop computers or smart phones. Few airports currently have apps, but many commercial airports are considering or are in the process of developing them. Some airports justify the expense of creation and mainte- nance of an app because they believe it will drive more customers to their revenue-producing points. For example, it can aid passengers with airport parking information, remind a passen- ger where they parked, provide information about concessions, and give passengers discounts on concessions. Even though this information may be on the airport’s website, an app provides more flexibility. Facebook® [Large Hub] Facebook is social networking’s largest communication tool. It is highly interactive and allows people to set up individual profiles and exchange messages. However, it is seldom used by air- ports’ communications departments because it can require a constant dialog, which airport staff members have difficulty participating in because of time and staff constraints. Maintaining a Facebook page as part of an airport’s digital strategy is very time consuming to do correctly. It operates continuously, and posts may accumulate quickly. Few small airports have the budget necessary to designate an employee strictly for maintaining a page. Facebook should primarily be used as a promotional tool for airports. However, it can also be used for passenger concerns and responses. It can make a significant impact on the passenger experience. Prior to the winter season, airports should promote the tools and plans that they have in place for winter weather events or emergencies. Facebook can also be used to remind passen- gers about potential winter weather threats, where to locate additional information on the air- port website, or to direct passengers to airline websites. For smaller airports, where staffing is an issue, Facebook should be used as a communication tool to keep relationships with passengers at a more personal level. Although it has limited value for timely communication during an event, it has great potential as an outreach tool for connecting with the public in general and directing them to more viable information links. Facebook is most effective when one person is assigned to all airport social media. If it is not regularly updated, passengers can become frustrated at the lack of a timely response, which reflects poorly on airport management. Small airports may not have adequate staff to utilize Facebook effectively. Twitter® [Small, Medium, and Large Hub] Another valuable promotional tool that allows an airport communication team to quickly distribute information about an upcoming winter event is Twitter. It allows the airport commu- nication team to be proactive with weather advisories for passengers and facilitate the airport’s advance planning. Twitter is a faster method to announce a news release than print or other electronic media. The account should be linked to the airport’s website and Facebook page so messages are consistent. Twitter also provides airport customers a venue to voice their concerns and obtain a speedy response. While limited in message length, it can deliver helpful information in near real time. Airport experience indicates that a Tweet needs to be responded to within one to two hours to be beneficial. Short messages can be instantly delivered to airport followers. With relevant and identified hash tags, users can also find previous messages related to the topic. Only one or two people should have access at any time to the Twitter account during winter weather operations in order to keep messages consistent and not repetitive.

SICP Best Practices 85 YouTube® [Large Hub] YouTube allows airports to display informational videos online for educational or entertain- ment value. For example, one airport has a large audience that views how the airport handles snow removal. It highlights the equipment utilized in the process, maintenance, actual removal, and deicing. These videos provide the general public with a better understanding of certain airport operations. With this knowledge, passengers may be more accepting of delays or other perceived inconveniences associated with winter events. Coordinated Social Media Use [Small, Medium, and Large Hub] Coordinate use of social media tools to send a consistent message (e.g., provide links to the Twitter account on the website for updated information). Airports can effectively post the same message on multiple social media sites with the use of a social media dashboard (e.g., Hootsuite™, HubSpot™).