Airport Business Continuity and Crisis Management Quiz

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Explain the stages of benchmarking process at airports.

The stages of benchmarking process at airports include: planning, collecting data and information, analyzing the data, adapting approaches, and reviewing performance and the study.

What are the objectives of a signage system at airports?

The objectives of a signage system at airports are to serve as an effective wayfinding tool, display airport and flight-related information, and show passengers where to go and how to get there.

What are the ASQ survey areas for airports?

The ASQ survey areas for airports include overall satisfaction, security, access, finding your way, check-in, passport/personal ID control, airport facilities, airport environment, and arrivals services.

What is included in the business continuity process at airports?

The business continuity process at airports includes project management, business impact analysis, gap analysis and strategy plan development, integration testing and maintenance.

What are the objectives of the business continuity plan at airports?

The objectives of the business continuity plan at airports are to document the recovery organization, individual and functional roles and responsibilities, and resources required to minimize disruptions, as well as to detail procedures for testing, maintenance, and planning standards. Operational assumptions define the scope, breadth, duration, and complexity of the plan.

What are some examples of commercial facilities at airports?

Commercial facilities at airports include food and beverage outlets, convenience stores, foreign currency exchange, passenger meeting services, hotel reservations counters, and car rental agencies.

How do the position and floor level of shops impact purchase rates at airports?

The position and floor level of shops in relation to passenger flows significantly impact purchase rates, with the best locations being directly in the passenger flow and as close as possible to departure gates.

What are the potential drawbacks of single queues in managing waiting times?

Potential feelings of unfairness if passengers waiting in other lines advance faster.

Why are Disney queues preferred by passengers?

Disney queues make passengers move forward continuously and do not create feelings of unfairness.

What additional control is required for managing Disney queues?

More control is needed to maintain order and direct passengers to available counters.

What is the function of the Terminal Management Centre (TMC)?

The TMC oversees daily terminal operations in the passenger terminals and ensures smooth operations at all times.

Who are the first responders in the event of an incident or accident in the terminal at Changi Airport?

Duty Terminal Managers (DTMs) are the first on site to attend to the situation.

What is the role of the Airport Operations Centre (AOC)?

The AOC oversees airport-wide operations and facilitates interaction and coordination of actions among airport agencies.

What are some of the agencies included in the Airport Operations Centre (AOC)?

Changi Airport Group (CAG), Airport Police Division (APD), SATS, SIA Engineering Company, Certis Cisco Aviation Security.

What is the foundational step for developing the business continuity plan?

Business Impact Analysis (BIA)

What do Recovery Time Objectives (RTOs) determine?

How long a function can be down before negative consequences, measured in minutes, hours, days, or weeks based on criticality

What do Recovery Point Objectives (RPOs) indicate?

The time a function can continue without supporting data before productivity is impacted

What is the purpose of gap analysis in business continuity planning?

To compare required functions with available resources and address disparities in the business continuity strategy

Why are plan testing and maintenance crucial in business continuity planning?

To ensure the plan's effectiveness through structured walk-throughs, component testing, and full operations tests

What are the critical roles of aerodrome agencies in airport continuity and crisis management?

They play critical roles both on and off the site in ensuring the airport's continuity and crisis management

What are the key principles of crisis communication in the context of airport crisis management?

Emphasize speed of response, accept responsibility, provide appropriate messaging, and understand various audiences

What should front-line employees be briefed on in response to questions about the situation from customers or members of the public?

Front-line employees should be briefed on what they can say in response to questions about the situation from customers or members of the public, who may decide to share what they are told via social media.

Why should marketing and advertising campaigns be reviewed?

Marketing and advertising campaigns should be reviewed to check that they do not contain inappropriate messaging or images, such as a promotional campaign featuring an aircraft type or a route which has just been involved in an accident.

What is one of the key objectives for any organization in a crisis?

One of the key objectives for any organization in a crisis must be to establish and maintain credibility, which ultimately depends on the audience’s perception of the honesty and sincerity of the statements made.

What can companies expect if they fail to express regret or sympathy for those affected by a crisis?

Companies which fail to express regret or sympathy for those affected can expect to be severely criticized, particularly if there has been loss of life or serious injuries. Their relationships and standing within the local community may also be damaged.

What role can a carefully-worded expression of regret play in a crisis?

A carefully-worded expression of regret, which does not specifically admit liability or blame, can play a critical role in establishing a positive view of the company involved, and will ease the recovery of its business.

Why must parties coordinate release of information in a crisis?

Parties must coordinate release of information to ensure basic facts are consistent and minimize perception of “finger-pointing”.

What impact does the behavior of individual airlines, manufacturers, service providers, or regulators have on public confidence in the aviation industry during a crisis?

The behavior of individual airlines, manufacturers, service providers, or regulators can damage public confidence in the aviation industry if they appear to be trying to protect their own reputation by deflecting blame or 'pointing the finger' at someone else.

What should safety not be during a crisis in the aviation industry?

Safety should not be a competitive issue during a crisis in the aviation industry.

What is the primary factor in maintaining credibility during a crisis?

The audience’s perception of the honesty and sincerity of the statements made is the primary factor in maintaining credibility during a crisis.

Study Notes

Business Continuity Planning and Crisis Management at Airports

  • Business Impact Analysis (BIA) is the foundational step for developing the business continuity plan.
  • BIA involves identifying critical business functions, documenting functions, and defining Recovery Time Objectives (RTOs) and Recovery Point Objectives (RPOs).
  • RTOs determine how long a function can be down before negative consequences, measured in minutes, hours, days, or weeks based on criticality.
  • RPOs indicate the time a function can continue without supporting data before productivity is impacted.
  • Recovery priorities are determined and ranked based on RTOs and RPOs to reduce disagreements between airport stakeholders.
  • Gap analysis involves comparing required functions with available resources and addressing disparities in the business continuity strategy.
  • Plan development integrates the business continuity strategy into a plan with administrative content and continuity plan elements.
  • Plan testing and maintenance are crucial, involving structured walk-throughs, component testing, and full operations tests.
  • Aerodrome agencies, both on and off the site, play critical roles in the airport's continuity and crisis management.
  • Next-of-Kin (NOK) management is essential, especially during disasters, to avoid negative public opinion and ensure proper recovery.
  • Principles of crisis communication emphasize speed of response, accepting responsibility, appropriate messaging, and understanding various audiences.
  • Crisis management at airports involves a comprehensive approach encompassing business impact analysis, recovery prioritization, plan development, testing, and communication strategies.

Test your knowledge of business continuity planning and crisis management at airports with this quiz. Explore topics such as Business Impact Analysis (BIA), recovery time objectives, gap analysis, plan development, testing, and crisis communication strategies. Perfect for airport professionals and those interested in airport operations.

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