Airports getting better at handling passenger trauma
11.03.08
UK airports are better equipped to deal with traumatised passengers than ever before, thanks to the introduction of airport care teams. Speaking at an ABTA Crisis Management seminar last week, Eclypse consultant Phil Warren said the teams are made up from volunteer staff members and there are now three in the UK based at Cardiff, Belfast and Manchester Airport.
Mr Warren, who deals with emergency planning and training, said each of the teams has been set up after incidents proved a need for them. He urged travel firms to start building bonds with them, so that they are prepared should they need assistance in dealing with their customers in a crisis.
He gave examples of incidents that the Cardiff Airport based team has dealt with, including a departing holidaymaker who started self-harming following an argument with her boyfriend to caring for a man whose elderly wife died as the plane they had boarded took off.
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