A basic business continuity principle is situational awareness and stakeholder communication. Understanding the root causes, sources, duration, impact and recovery timeline of the flight cancelation event is essential to plan resources effectively, particularly related to shifts and staff rotations.

Airline must ensure that their Commercial and Ground Staff are multi skilled for handling agitated customers which happens when flights are delayed/cancelled for reasons not under control of Airline. Airline must ensure that in the times of such crisis Ticketing Staff are quickly joined by Baggage handling, Protocol & other Ground Staff and especially the Floor Manager. Floor Manager must lead these Crews in calming down the passengers showing empathy towards them. Airline Management must ensure some extra financial authority to Floor Manager/Commercial Manager on duty to ensure serving Water, Tea, Snacks and also sufficient seating place for waiting comfortably.

As an airport operator, we recognize that unexpected disruptions, such as flight cancellations, require swift and strategic responses. To effectively manage these situations, we rely on a comprehensive staffing strategy that emphasizes preparedness, flexibility, and collaboration. Our approach is grounded in three key areas: proactive planning, cross-functional training, and dynamic resource allocation.

To efficiently allocate staffing during a surge in flight cancellations, prioritize flexibility and communication. First, activate a dynamic staffing plan that reallocates employees from non-essential areas to customer-facing roles. Increase the presence of guest experience ambassadors to handle passenger inquiries, and deploy additional staff to assist with rebooking, baggage, and ground support. Utilize real-time data to adjust shifts and ensure team rotations prevent burnout. Coordinate with airlines and service providers to streamline processes, minimizing delays and maintaining a high level of customer care during disruptions.