Deplaning diverted passengers
THE CUSTOMER ’ S VIEWPOINT
Offering assistance
On January 4 , 2018 , a fierce winter storm called “ Grayson ” snarled air travel throughout the Northeast , resulting in the diversion of many already airborne flights .
Washington Dulles International Airport is accustomed to handling diverted flights , but the unanticipated closure of New York ’ s JFK airport presented a highly unusual situation . Thirtytwo flights , most of which were inbound from other countries , were diverted to Dulles , where the airport welcomed almost 6,000 passengers to a destination they had not booked . Because of Dulles ’ s high capacity and capabilities , the airport has long been a primary alternate for airline diversions when inclement weather or capacity issues come into play . The sheer number of international passengers arriving in such a short period far exceeded the normal peak activity of the airport for deplaning , Customs processing and baggage handling . Many of the diverted airlines did not have established scheduled service to Dulles and therefore they had no staff and no contractual support in place at Dulles to handle their passengers and baggage .
After being processed through Customs into the United States , many passengers spent the night in the Dulles Airport terminal while the Airports Authority , with support from concessionaires , assisted passengers with blankets and pillows , and facilitated ways to get them to their destinations . Actions of the Dulles community ’ s teams on the ground went well beyond their normal job descriptions and work schedules to support the critical situation created by the weather . Examples include U . S . Customs and Border Protection staff processing every arriving international passenger , concessionaires staying open through the night , airport police and fire department personnel addressing passenger inquiries and medical needs , mobile lounge operators deplaning all passengers and Dulles ’
Buses to JFK
Engineering and Maintenance staff braving the bitter cold to provide essential labor assistance to the ground handling teams in order to help unload and transport close to 1,000 pieces of luggage from stranded aircraft . Even some of the local businesses in the surrounding community stepped up to assist with passenger needs . They included Merone ’ s Catering firing up their kitchens in the middle of the night to prepare a tasty continental breakfast for stranded passengers and transportation companies Reston Limo and BBC Transportation providing buses on short notice to take passengers to New York .
Despite a lengthy and unexpected travel detour , many passengers took time to thank those who provided assistance through their social media accounts and through other online channels .
“ I ’ ve been flying frequently for the past six years and today was the first time passing through the Dulles Airport . It is hands down the friendliest airport out of the 20 plus airports I ’ ve visited in the States . Keep it up !”
“ The professionalism of your airport operations staff made a terrible situation tolerable .”
“ Despite the high tensions and stress , your staff were incredibly professional , warm and helpful . You all really went the extra mile to help us . There are few airports I would happily go back to . Yours is one .”
As the critical situation came to a close , Dulles Airport Manager Mike Stewart said , “ We have always known that the employees , contractors and agencies here at Dulles are dedicated professionals , but this experience demonstrated what an amazing and committed group of people we have supporting the passengers at our airport .”
FLYWASHINGTON . COM 18 SPRING 2018