How to perform Aviation Crisis Management

From the moment it is perceived, it is necessary to analyze and understand the scenario together
with the tools and possibilities available, making a clear and objective communication with the
team and with the customers. 

In the AEROTD Superior courses: Air Transport Technology Superior Course (Ead and in
person) and Aeronautical Sciences (EaD) there is a discipline called Crisis Management and in it
the student learns how to proceed in these situations.

Among the activities, the creation of committees where each student has their specific function is
encouraged, risk mapping is carried out, creating specific solutions for each situation. These
action plans that are passed on in the classroom are also widely used by airlines. 

A very common situation in the daily life of aviation is flight cancellation, in this scenario the
manager needs to have the following skills: 

• Analyze and understand the crisis scenario; 

• Understand the customer's profile; 

• Measure the number of affected customers; 

• Gather employees and define the role of each in crisis management (eg: rescheduling flights,
issuing food and accommodation vouchers, redirecting customers to other flights and
connections and communication with passengers who are already in the departure lounge) ); 

• Assist passengers on unaffected flights, so that the operation proceeds normally. 

With crisis management properly carried out, it is also necessary to carry out a debriefing with
the team to pass on the operation's feedback, identify the flaws and highlight the opportunities
for improvement for the next crisis situations.
The employee's role in this whole process is extremely important, as he is the company's
image. The employee is often the spokesperson for the company at that time and can affect both
positively and negatively in this delicate situation and therefore the professional needs to have
this preparation for crisis management.