Speaker Biograghy: James F. Smith has an active research programme in the field, where airport preparedness for non-aviation disasters intersects with communities and other stakeholders. He publishes frequently in peer-reviewed professional journals and popular magazines. Since 2012 he has served as technical director of the Port Resiliency Program (PReP) of AmericasRelief Team. Jim is a Professor Emeritus of Emergency and Disaster Management at American Public University System. He is the President of Smith-Woolwine Associates Inc, a consulting firm based in Floyd, Virginia. Jim's doctorate in Environmental Design & Planning is from Virginia Tech, and he is a Professional Engineer emeritus in Virginia, USA.


Day 1 - 25 March
Session: Customer Service & Passenger Experience

16:05 - 16:35 - Panel Discussion: Airport terminal evacuation, sheltering-in-place, and repopulation
Synopsis: A panel of airport, airline and consultant experts will discuss best practices for responses to incidents in airport passenger terminals. The focus will be on planning for and managing terminal evacuations, sheltering-in-place, and repopulation. Natural and man-made disasters can cause these responses, and evacuation and sheltering-in-place are major components of risk management and business continuity. - Best practices for airport passenger terminal evacuations - Best practices for airport passenger terminal sheltering-in-place - Repopulation procedures after evacuation or sheltering-in-place - Planning tools to ease preparation for terminal responses to emergencies

Audience will learn:

• Best practices worldwide for managing incidents in airport terminals that require evacuation or sheltering-in-place
• How customer service is enhanced by excellent preparedness for terminal incident responses
• Repopulation is not just reversing terminal evacuation or sheltering-in-place
• The importance of planning for and practising repopulation procedures
• The benefits of broad stakeholder involvement in planning for and managing evacuations, sheltering-in-place and repopulation

Day 1 - 25 March
Session: Customer Service & Passenger Experience

14:15 - 14:20 - Introduction by Panel Chair - Irregular operations and passenger experience