How do you engage your airport's customers in risk management?

Risk identification is probably one of the most critical steps, which includes properly rating the risk. Understanding the inherent risk, mitigating risk actions, and the residual risk is important to having a strong risk culture. Based on each customer, you’ll have various levels of risk mitigation strategies, as there are things you can and cannot control. And this risk assessment needs to be a living and breathing document, as risks will change and be added based on new services offered.

Like in any operations, it is all the stake holders who are responsible for the safety, security, efficiency and sustainability. That simply means that the management needs to engange the customers, the contractors etc into knowing what is safe for them. That means the means to achieve safety needs to be communicated to them IN THE DIALECT THAT THEY UNDERSTAND. That means using the language that they are comfortable with. Handing over a written communication in english may not work for an illiterate helper. Towards this, a visual communication will have more impact on the learnings. You can show them what they need to do in case of emergency: by way of visuals, small movies etc. And this needs to be repeated time and over.

In addition to own company employees you also need to evaluate who and to what degree you can influence and control third parties bringing risk into the business, e.g. contractors, other operators etc...

Create a charter that all parties need to sign up to, think of this as your minimum standard if you want to be a partner. This can be either voluntary or compulsory dependent on the inherent risk.

I had a flight in July that had a four-hour delay. There was a mechanical issue and a different plane had to be used. Before takeoff, the pilot (the original pilot) made an announcement saying he was the one who made the decision to cancel the original flight. He said the navigation system was partially functioning on the original plane. He apologized for the inconvenience. The pilot: 1) Identified a risk with the navigation system 2) Analysis revealed partial functionality 3) Evaluation concluded the flight could not take off 4) The airline reallocated flights and found a new plane. 5) Monitoring the risk plan with crew, catering, and rebooking of passengers. 6) The pilot accepted risk ownership. Airport risk management in real life.

The above article is very generic about engaging airport’s customers in risk management. You replace ‘airport’s customer’ with any other industry, target, domain and it will still fit into the risk management process. Identifying risks also involves an outside-in view and defining a mitigation plan is the most important step when you decide if you want to accept, avoid, transfer or reduce the risk

Engaging airport customers in risk management involves clear communication about safety protocols, regular updates on potential risks, and providing resources for passengers to stay informed. Implementing informative signage, digital platforms, and conducting awareness campaigns can enhance customer awareness and preparedness.

You see once the pilot explained the situation the passengers would have been fine. Its the not knowing that causes the discontent.

While I'm not an airport employee, as a traveler, I'd suggest airports engage customers in risk management through clear communication, particularly during flight delays and cancellations -providing safety information, and utilizing technology for real-time updates. This includes timely notifications, user-friendly apps, and visible signage to enhance passenger awareness and cooperation in managing potential risks.