Navigating our way back from this pandemic, possibly with remote or reduced staffing, can be challenging. What procedures are needed? How do you test them? How do you train your team and get them to embrace the new plan? Since April 2020, ServiceElements has been hosting online gatherings of business and general aviation leaders to share information, discussing these questions and more. The following are some key takeaways from these “Coffee Chats” which address The New Face of Safety and Service.
A few things have become clear from these chats: Safety and service have never been so connected as they are now. The situation is fluid and will remain that way. Human factors is a critical element that should not be overlooked.
Safety & Service
Few would argue that safety and service have ever been as intertwined as they are now. Yet, much like the threat of COVID-19, people interpret safety differently. While many businesses and operations came to a screeching halt this spring, others, like some Part 135 operators and maintenance facilities, continued to operate, moving swiftly to determine protocols for safety and service, despite the unclear expectations of regulators and clients.
Some measures taken: Temperatures taken daily. Affidavits of health history. Creating teams of staff and crew members. Monthly testing of all employees. Testing pilots. Repositioning crews on company jets vs. airlines. Personal protective equipment (PPE) for employees and clients. Re-evaluating these steps as new rules and official guidelines are issued.
As we seek the best practices to keep employees, customers and passengers safe, there appears to be no “one size fits all,” nor consistent standards across organizations, many of whom work together in the course of serving business aviation clients.
Passengers may have their own expectations of safety and service, questioning the aircraft’s prior use, new procedures, the use of Flight Attendants and even requesting pilots be tested for COVID-19. Visible measures like PPE, physical distancing and intensified cleaning efforts also go a long way toward demonstrating a commitment to safety.
The truly good news is the influx of first-time private flyers reported by Part 135 and Part 91K participants. Private flying is moving from lifestyle to utility. Part 91 chat guests also note additional tiers of executives now authorized to fly on company aircraft for safety reasons.
Fluid Situation
What happens if a customer or employee has an elevated temperature? What protocols do FBO’s and ground transportation providers use? Are there exceptions to quarantine upon arrival restrictions, domestically and internationally?
The CDC, OSHA, OEM’s, and many private companies provide relevant information. Organizations like the NBAA, NATA and local business aviation groups work tirelessly to collate and disseminate up-to-date information. With clinical trials for a COVID-19 vaccine underway and global restrictions continually changing, the situation is likely to remain fluid for some time.
Human Factors
COVID-19 and resulting protocols add to employees’ workload and can be distracting. Wearing masks all day or on long flights can be fatiguing. To help people focus on their jobs, leadership should be sensitive to the human factors issues facing their teams. One OEM chat participant said the use of masks in their facility made technicians hot and uncomfortable while working. So, management purchased extra air conditioning units to keep everyone cooler.
Keeping the team engaged and positive is paramount, despite working remotely. Daily video calls are commonplace to keep the personal touch, with some holding regularl- scheduled, informal calls incorporating games, inviting kids and pets, etc. A few are evaluating if working from home is improving or hindering productivity and whether working remotely should become permanent.
Simulating scenarios — such as passengers who appear sick, clients leaning in for a handshake and suspected contact mid-trip with COVID-19 positive individuals — is helping teams feel more confident and prepared, whether currently operating or planning a return to service.
Good communication is crucial. Passengers are being advised of new procedures and the impact on their travel (e.g. fewer seats in the cabin can be occupied, no valet parking, etc.), but must also be kept apprised of changing protocols. Physical distancing by not overlapping shifts requires strong communication. Leadership’s communication with teams and individuals to develop, train and reassess new SOP’s is key to enacting them throughout the organization. One Director said after every flight the team — crew, maintenance and scheduling — conferences to talk about the new protocols: “What went well, what didn’t and what needs to be fixed?”
Whether you join our chats or reach out to others directly, networking and exchanging information and experiences with other aviation professionals has tremendous value. As guest speaker Don Chupp, president & CEO, Fireside Partners, pointed out on an early chat, practicing physical distancing is what is safe and required, but social closeness is equally needed.
Karen has been with ServiceElements for six years and has more than 25 years of diverse aviation experience, including customer service within a repair and overhaul facility. She holds an Aircraft Dispatcher License and is a Certified Aviation Manager.