Aviation Incidents on Business Continuity Crisis Management V0.2

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Annual Emergency Management & Business Contingency Conference

Aviation Incidents on Business Continuity & Crisis Management 6 October 2016

Annual Emergency Management & Business Contingency Conference – BCM in Aviation

Agenda Incident lifecycle 3

Threat landscape 4

Case 1: Emirates flight caught fire in Dubai International Airport

6

Case 2: Delta Air Lines experienced system-wide outage

12

Appendix 18


Business recovery is the step-by-step process to resume operations at the earliest and plan ahead

Recovery timeline

Incident detection & Escalation

Damage assessment

& Emergency response

Invoke Business

continuity and Crisis

response

Return to normal

Incident detection & Emergency response Business continuity & Crisis response

Incid

en

t

Incident response addresses: • Incident notifications and

mobilization • Damage assessment and

containment • Incident management plan • Business resumption and

recovery • Stakeholder health and safety • Public relations/media

management strategy and details

• BCP test and maintenance plan

• Review and upgrade of BCP arrangements


• Crash landing accident • Engine failure • Fire, gas leak and explosion • Infrastructure constraints • Power and utilities failure • Staff unavailability • Network services failure • IT system failure • Product unavailability

• Willful destruction • Aircraft equipment sabotage • Runway damage • Contamination • Epidemic • Outbreak of disease or infection

• Terrorist attack • Community activism • Riots/civil disturbances • Government interventions

Socio-political

Operational Natural

Other

Potential Aviation threats

• Wind conditions • Earthquake • Flood • Cyclones and windstorms • Hurricanes and tornadoes

• People • Process • Technology • Infrastructure

Airport operations


• Willful destruction • Aircraft equipment sabotage • Runway damage • Contamination • Epidemic • Outbreak of disease or infection

• Terrorist attack • Community activism • Riots/civil disturbances • Government interventions

Socio-political

Operational Natural

Other

Recent Aviation incidents

• Wind conditions • Earthquake • Flood • Cyclones and windstorms • Hurricanes and tornadoes

• Crash landing accident • Engine failure • Fire, gas leak and explosion • Infrastructure constraints • Power and utilities failure • Staff unavailability • Network services failure • IT system failure • Product unavailability

Mult

iple

recen

t in

cid

en

ts

• People • Process • Technology • Infrastructure

Airport operations

Case 01 Emirates flight caught fire in Dubai International Airport


Emirates flight caught fire in Dubai International Airport

Emirates Flight EK521 caught fire following the impact with the runway during an attempted go-around at Dubai International Airport on 3 August 2016.

Quick facts about Dubai Airport • One of the aviation hubs in the world • World’s third busiest international airport

(2015) • 78 million passengers traveled in 2015 • Airport had an Aerodrome Emergency Plan

(AEP), revised partly in February 2015


Dubai International Airport’s operations disrupted for 29 hours

Incident life cycle

Recovery timeline

Incident detection and escalation

• Notifying Air Accident

Investigation Sector

• Confirmation by

Government via Social

Media

Damage assessment and emergency response

• Multiple injuries

• Aircraft destroyed

• Runway and other

damages

• Activating Emergency

center

Invoke business continuity and crisis response • Communication through

social media

• Extended customer

service

• Transport authority’s

support

Resumed normal operations after 29 hours of the incident

Incident detection and emergency response Business continuity and crisis response


Impact of the Crisis

► Overall financial losses of the airport and the airline companies in a several hundred million dollars

Financial implications

► One firefighter fatally injured, one person majorly injured and 23 minor injuries

► Accident site contaminated by aircraft structure decomposition, firefighting fluids and aircraft fuel spillage

Safety and environment

► The airline has to give US$7,000 as compensation for each passenger

Compensations

► More than 21 airlines cancelled 242 flights

► Catering companies activated emergency operations

Stakeholder impact

► Airport operations disrupted for more than five hours and stayed to minimal for next 24 hours

Core operation disruption

► Reputation of being one of the world’s best carriers is expected to be adversely impacted

Brand reputation


1 2 3 5 4 6

Twitter first Instant communication

The airline operator (Emirates airlines), aircraft company (The Boeing Company) and the affected passengers extensively used Twitter.

“The Government confirmed the incident to the masses through twitter in 16 minutes.”

Control news

Emirates airline and

Dubai Airport

immediately leveraged

social media to

proactively communicate

incident updates and to

avoid confusion.

CEOs on social media

The CEO of Emirates

airlines communicated

about the incident within

three hours of the

incident via mass media.

Facebook

Facebook was used by

the authorities for

communication to the

masses.

Social first customer service Extended customer

services to the

passengers by the airline

operator, aircraft

company and the airport

authorities.

Dark sites

To show empathy to

a situation.

Social media as a key medium for crisis communication


Robust evacuation mechanism

Full evacuation within 90 seconds

Airport Rescue and Firefighting Service (ARFFS)

Foam tenders dispatched within 40 seconds after the impact.

Fire team arrived at the incident site within one minute of the aircraft coming to rest.

Dubai Civil Defense (DCD)

Upon requesting for support from the Fire commander, the DCD fire vehicles arrived at the site in nine minutes after the impact.

Break internal silos and ensure integrated communication.

1 2 3 4

Commendable coordination resulted in effective crisis response

Case 02 Delta Air Lines experienced system-wide outage


Quick facts about Delta Air Lines • World’s biggest public airline company by total assets (2016) • World’s third airline by number of passengers carried (2015) • World’s second largest airline in terms of fleet size (2016) • One of the five remaining legacy carriers • Sixth-oldest operating airline by foundation date • Oldest airline still operating in the United States

Delta Air Lines Inc., one of the world’s largest carriers, canceled more than 2000 flights and delayed many others due to a computer system outage on 8 August 2016, grounding planes and stranding passengers at airports around the globe.

What happened?

5 Massive failure at Delta’s

Technology Command Center.

4 Around 300 of about 7,000

data center components were discovered to not have been configured appropriately to avail backup power.

3 Critical systems

and network equipment did not switch over to backups.

2 Backup power

stabilized and was restored quickly.

1 An uninterrupted

power source switch experienced a small fire.

System-wide Outage

Delta Air Lines system-wide outage due to network services failure


Incident life cycle

Recovery timeline


• Check-in systems and passenger advisory screens halted


• Manual check-in for a few flights

• Approximately 2080 flights canceled

• Airline started travel waiver

Invoke business continuity and crisis response

• Communication through

website

• Extended customer service

• Customers were provided

with ground transportation

and overnight stay

Resumed normal operations after 48 hours


Operations continued through slow manual check-ins and hence resulted in cancellation of flights


Impact

of

the in

cid

en

t

► Overall financial losses of the airline at an estimated US$100m

Financial implications

► Delta will provide US$200 in travel vouchers to all customers who experienced a delay of greater than three hours or a cancelled flight.

► Provided with hotel vouchers to several thousand customers

Compensations

► Shares of Delta Air Lines stock lowered 1.3% in pre-market trading after the company announced its global outage

Shares impacted

► More than 2000 flights cancelled over the three-day period (1000 on day 1, 700 on day 2 and more than 300 on day 3)

Core operation disruption

► Reputation of being one of the world’s biggest carriers is expected to be adversely impacted

Brand reputation

Estimated losses in millions of dollars and brand reputation impacted


Leveraged social media and company website extensively for crisis communication

1 Twitter first Instant communication about outage status

“Delta Air Lines also extensively monitored customer tweets and responded effectively by giving out coffee vouchers, flowers and apology cards in response to customer’s tweets over the outage.”

2 Control news

Delta Air Lines continuously updated the outage details through their dedicated News Hub page in the website.

Also used social media to convey important outage-related information.

3 CEOs on social media

Delta’s CEO updated customers on the outage that led to disruptions in Delta's flight schedule and also conveyed important messages through its website and social media.

4 Social first customer service

Social media insights helped a personalized service recovery by analyzing customer posts and responding to them by every means possible.


Approach to build safer airport operations

• Reduction of risk in airport operations • Less damages and incidents • Fewer injuries to personnel • Safer ground operations • Better understanding of high-risk areas • Support to implementation of Safety Management System

Be

ne

fits

Proactive preparedness

(IATA standards)

Safer airport

operations

Reactive response preparedness

(BCM Incident/ Emergency/Crisis

management)

(NCEMA/ISO22301)

BCM for safe airport operations require adherence to standards and regulations


The aviation ecosystem is large and complex and comprises multiple supporting entities

Avia

tio

n e

co

syst

em

Def

ense

eco

syst

em

Sate

llit

e c

om

munic

ati

ons

ecosy

stem

S

ecuri

ty a

nd t

echnolo

gy e

cosy

stem

Airport operations

• Airport authorities

• Governments

• Airport service providers

• BOT-airport infrastructure

Aviation FBOs/MROs

• MROs

• Hangers

• Service and maintenance

Aviation service providers

• GDs

• ANSPs, ATCs

• Travel agents

Airlines

• National carriers

• LCCs

• Charter airlines

• Private/Business jets

• Helicopters

• Sea planes

Aviation regulators

• CAAs

• Federal regulatiors

• Local regulators

• Regional

Global aviation industry bodies

• IATA

• ICAO

• ACI

• UFTA

• National and regional bodies

Th

e s

pa

ce

eco

syst

em

Adoption of latest technology developments in airport operations, such as server and desktop virtualization, cloud computing, use of mobile devices among workforce and social networking added with multiple external threats demand a robust business continuity plan for uninterrupted service delivery.


Technology enablement

Support functions

Airlines’ clients such as

travelers, visitors etc.

Airports’ business continuity management system

Technology enablement

Support functions

Airports’ business continuity management system

Locati

on

BC

M p

lan

nin

g

Locati

on

BC

M p

lan

nin

g

Process 1 Baggage handling

Process 2 Check-in management

Process 3 Security operations

Process 4 Airside operations

Business continuity framework aligned to sector requirements

People Technology

Suppliers & Vendors

Physical & Information

systems

Basic amenities

Business enablers


Recover

Incident management plan Emergency response plan Crisis management plan

BRP Business

layer Operations

resumption plan Premises recovery

plan Personnel recovery

plan Supply chain recovery plan

Protect, sustain, respond, resume, recover, restore and return

Business continuity framework aligned to sector requirements - implementation output

► BRP encompasses people, processes and infrastructure (the business layer) of the airport while a DRP addresses the technology layer.

► A DRP is reactive and usually focuses on recovering the IT environment and network infrastructure of the airport.

DRP Technology recovery plans Technology

layer


Let’s connect…

Appendix


Incident life cycle

Recovery timeline

Incident detection and escalation • The Air Accident

Investigation Sector (AAIS) of the UAE was notified about the incident within 3 minutes

• Government confirmed the incident to the mass through social media in 16 minutes

Damage assessment and emergency response • 1 person fatally injured • 24 personnel injured • 1 aircraft destroyed • Runway damage • Aerodrome lighting and

signage damage • Environmental

contamination • Airline activated

emergency centre in the Airport within 2 hours of the incident

Invoke business continuity and crisis response • Communication through social media • The airline operator, the aircraft company, and the airport

authorities extended their customer services to the passengers.

• Roads and Transport Authority (RTA) provided extra taxis (1136 nos.) and buses (66 nos.) to move stranded passengers to nearby airport.



Emirates flight caught fire in Dubai International Airport


Incident life cycle

Recovery timeline


•Airport check-in systems and passenger advisory screens were halted by the systems failure

•Airline website and apps were functioning


• Manual check-in for a few flights • 1000 flights were cancelled on first

day, 750 on the next day and approximately 330 flights were cancelled on the third day.

• Airline started travel waiver for re-scheduling and cancellation to customers significantly affected by delays or cancellations

Invoke business continuity and crisis response •Communication through social media •Airline extended their customer services

to the passengers •Ground transportation and the delivery of

checked luggage was arranged by the Airline for customers upon landing at their destination

•Wherever available, customers were provided with hotel rooms and other accommodations if a cancellation required an overnight stay



Delta Air Lines experienced system-wide outage

Aviation Incidents on Business Continuity Crisis Management V0.2

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