Flight Plan to Recovery: Preparing Airports for the Return of the Traveling Public (2020) / Chapter Skim
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Pages 32-51
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21 SESSION 4 Airport Case Studies and Best Practices Rhonda Hamm-Niebruegge, St. Louis Lambert International Airport and Chair, ACRP Oversight Committee, Moderator Presenters Lance Lyttle, Seattle‐Tacoma International Airport Joseph Lopano, Tampa International Airport Kirk Hotelling, American Airlines Andrew Boyett, Southwest Airlines Joe Thornton, HMSHost Rob Mitchell, Uber Daniel Price, Transportation Security Agency Rhonda Hamm‐Niebruegge introduced the next segment, which is the airport's perspective with Lance Lyttle, Managing Director, Seattle-Tacoma International Airport (SEA)
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22 tenants, to help get through this crisis. They also understood that, at some point in time, there is going to be a recovery effort and that they wanted to be a part of leading this effort.
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23 prior to the COVID-19 pandemic was there to get the passenger volume back. Lyttle stated, "We have to get passenger volume back, no matter what we do.
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24 Lyttle further stated that external communication to the public and information to the passengers are extremely important, so his public affairs team has been working closely with print media, TV, and social media to get its message out. Lyttle described some of the issues that SEA is facing and indicated that their commission just recently passed a motion to come up with a plan for temperature checks at the airport.
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25 Lyttle ended by saying, "This is a new world, and I don't think we can look at the traditional way how we solve problems or how we operated, and we will have to innovate our way out of this crisis." Hamm‐Niebruegge then introduced Joseph Lopano, CEO, Tampa International Airport (TPA)
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26 electronic foggers. They strongly urged the public to wear masks and arrive 2 hours early.
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27 On a positive note, Lopano stated that they were able to advance $150 million in capital projects with the limited activity and work during the day and close roadways. They are in the middle of a $700 million upgrade, which includes new remote curbsides, roadway expansion, taxiway improvements, and the sky center office building.
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28 safely adhering to the state guidelines. He summed up by saying, "There were no safety or security projects that were actually deferred as part of this." Lopano agreed that it was the same for him and stated that TPA was able to defer about $100 million dollars in projects, but, at the same time, was careful to look for opportunities to accelerate projects, which turned out to be a good exercise.
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29 Lyttle responded that just before the pandemic started, SEA began a pilot project for remote working, because it was running out of office space at the airport. He added that the intention is to have people do a mix of work.
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30 involves the collegial attitude between the airlines to coordinate and cooperate and how we get air travel to come back." Hotelling stated that, so far this year, there has been an impact on passenger volumes from the Pacific region, as China went through this crisis, and then, in March, Italy's crisis impacted the industry as well. He added that there was a little upward trend in passenger volumes in May.
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31 around the country." He added that their initiatives include clean airports, clean airplanes, healthy team members, and face coverings. Hotelling added the last overarching message he had heard from many speakers is that of shared responsibility.
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32 most importantly," he added, "is to travel with confidence on our planes." Hotelling said that many airlines are now doing some sort of spraying to clean the plane, such as the electrostatic spraying that American is using. Hotelling spoke about the HEPA filters on board the aircraft and the fact that people think that they are breathing the same air over several hours on an aircraft, which is not true.
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33 He added that, as indicated by Fischhoff, it is important to keep informing customers in a way they can consume, understand, and believe. Boyett touched on how challenging Southwest's open seating policy is but said it allows for more flexibility when it comes to seating, such as families who want to sit together.
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34 Manager, TSA. Hamm-Niebruegge emphasized that at airports, there is also a range of additional services from concessionaires to transportation companies to TSA.
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35 Thornton added that HMSHost's marketing communications team made a conscious effort early on to set up a hotline to talk to its associates and send out a dedicated e-mail to talk about the questions that continue to come up. Each week, the company is trying to navigate a moving target of what it knows, based on state and municipal regulations.
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36 People have gone through a lot of hardship over the past 2½ to 3 months, and some of them are aware of the hardships and some of them are not. He added that they do not want to assume that these people are coming back, will be highly engaged, healthy, and that everything in their household is fine.
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37 scale crisis he recalled in recent modern history, and he said that "the phrase ‘We're in this together' isn't cliché, but it's actually the unifying idea that will help us recover faster." Mitchell stated that in his view, each of us has a role to play in our organizations by keeping each other safe while making the necessary changes to prepare for that new normal whenever it comes. He added that over the past 2 months, Uber has been urging riders to stay home for their safety and the safety of drivers, who continue to make essential trips.
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38 this is a key part of the journey as more are returning to airports in the United States and around the world. Next, Mitchell discussed some of the measures that Uber has implemented over the past few weeks to enhance safety for riders and drivers and opportunities to improve the pickup and drop-off experience in airports.
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39 Mitchell added that they also want to make sure that they are leveraging [the] technology that they have to keep reliability high and wait times low, which will help reduce customer dwell time and prevent large numbers congregating in constrained locations.
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40 Price added that there are opportunities to develop new policies and procedures and to make technological advancements to reduce contact and allow for touchless screening. He stated that, while TSA explores those options as part of a screening modernization effort, there will be some shielding installed at the ticket document checker (TDC)
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