Passenger wrote: ↑
14 Aug 2019, 10:06
Stij wrote: ↑
14 Aug 2019, 08:54
Schiphol didn't consider a fuel system going down twice as normal, and it wasn't even not their fault, but the supplier AFS. So their CEO apologized on national television and asked himself how they could improve communication to reduce the impact.
Applied to Brussels Airport's case, that would be Descheemaecker or Feist apologizing on national television for the problems with the baggage handlers, Skeyes, the airport police.... and how they all together should improve communication to the passengers to limit frustration.
Seriously? "The AMS CEO apologized"?? Have you listened to the interview? Apart from saying “we feel embarrassed”, he did not apologized to the stranded travellers and/or to the affected airlines. Just a little search on “Benschop” on Twitter says what the Dutch tv viewers think about his performance on tv: it was a shame, rubbish, nonsense, ridiculous.
Some of those tweets are anonymous, but most aren't. Like the tweets from Jan Leune, a retired chief political editor:
De eerste crisis duurde 9 uur. Pas na weken laat #Benschop zich daarover uit zonder iets te zeggen over zijn afwezigheid. Uit niets blijkt een sturende rol tijdens of na de crises.
Luisterde met stijgende verbazing naar Schipholtopman Benschop die zalvend en met meel in de mond feitelijk niets zei over falend management van zijn bedrijf tijdens jongste crises. Waar was hij en wat deed hij concreet beide keren? Van geen waarde op kritiek momenten. Nonvaleur.
I do not know if Scheemaecker of Feist have been on national TV to apologize for or explain about the the long blacklist of problems at BRU.
The Schiphol CEO did.
He got inviewed by one of the best journalists of the NOS.
Interview was in direct "Dutch" style. Yes, he was a bit evasive.
He also said some interesting things: it is not just a technical issue, with immense consequences .
It is also a 'cultural'
problem. Why there was no plan B, why where essential spare parts not available, has the maintebance be done regularly, ???
Is the organization not too complacent ??
Shit happens and will always happen.
Organizations only want to grow, but there is a limit to everything. And if the limit is "the sky", you can be sure that the limit will never be reached and the organization will suffer. Operational quality or operational excellence is a BUZZ word. When organizations start this kind of quality programms, the Management and the levels below quickly think; that's it, we are good.
AMS has reached its limits and so has BRU. (only, AMS is 3 times bigger..).
AMS however will solve the problem because the Dutch do not apply Ostrich policy , as we do here too often.
why is the Belgian railway system, the highway system, the Brussels Tunnels system,BRU, ... so much behind ?? Why do incidents and accidents happen a lot more in B than in NL ??
Lack of competent leadership is a main reason. Self-satisfaction, too high salaries, bonus-culture..
When the ' Top' is like that, all lower levels act in a similar way .
No competition of the Schiphol distributor of kerosine AFS (same in BRU), oligopoly-position of AMS, BRU,.. leads to complacency.
The incidents that happen now are avoidable. (belts, kerosine,..). Even the strikes are avoidable.
But they will continue to happen as the issues are not dealt with properly.
Shareholders only care about quick gains. No long term.
people can accept that things go wrong, for a hour or so.
But again, even in the case of AMS, the biggest frustration is the lack of information
crises-management is apparently not in the management books anymore.
There are no plans to care about the customer, the PAX.
Even not enough bottles of water, on a hot summer day !!!
Like Mr. Winter, former director of AFS (AMS Kerosine distributor) for 24 years said in the interview :
If you have a network of pipes of 30km, you should have some by-passes, so you can isolate the problem to one part of the airport. And the fact that it took so many hours (also with the Belt at BRU), and it happened again and again...
If there is an interview with Scheemaker or Feist about the BRU problems, I will be happy to know where to find it.