Northwest Airline and the Detroit Snowstorm (Case Study Sample)

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Northwest Airlines and the Detroit Snowstorm
Press Release
The Saturday incidence occurred after the Northwest’s operations planners continued to offers the flight services at Detroit while the other airlines had cancelled their flights due to the worsening weather conditions attributed to snowstorms. The buildup of snow increasingly delayed the flight departures. Limited number of planes managed to return to their terminals but some were grounded in Detroit.
More than 1,000 passengers on 30 planes were stranded on the runway at Detroit after heavy snowstorms. This situation hampered the flight operation from Midwest, Northwest and in the airstrips that are linked to the Detroit air hub. Due to these inconveniences, our passengers complained of the delays and conditions inside the planes.
The Detroit management apologizes for the apparent incompetency observed in providing support during the emergency. Poor communication between Northwest’s operation planners in Minneapolis and the Northwest’s management in Detroit prevented the operations planners from realizing that Northwest’s Detroit terminal could not accommodate the planes scheduled for Sunday. This failure was due to the pressure that preoccupied the Detroit employees since they were working to address the severity of the Saturday’s problem and failed to communicate with the Minneapolis management.
When there are weather changes, getting stuck in traffic regardless of the mode of transport is unavoidable. There is no excuse for Detroit airport incidence since it is absurd to hold the passengers hostage at the gate or on the tarmac for more than ten hours while they could be assisted in other ways. To prevent such occurrences in future, Northwest airline management has identified areas that require immediate and urgent redressing. The management will deploy sufficient number of qualified crews who will monitor and provide substantial support to the passengers on critical issues during such events. Moreover, the Northwest planes will have automated crew communication and scheduling systems on board to enhance integrated communication across all airlines. Moreover, the lavatories, catering, and medical services will be improved by creating a special unit. It will involve devoting unique points, equipped with sophisticated equipment where these special teams shall provide their services.
Chief Executive Officer
Northwest Airlines
800.225.2525
HYPERLINK "mailto:ceo@nwa.com"ceo@nwa.com
Eagan, Minnesota 55121
United States.
Talking Points
How could Northwest airline approach the situation differently?
If the Detroit crew managed to make formal communications to Wayne County Department of Airport, the snow removal and the aircraft positioning efforts could be achieved in due time. This will relieve the passengers from the stress of remaining in the plane for more than eight hours. A contingency plan would facilitate reducing the delays at the gates and the taxiways, thus helping the passengers to get off to their terminals.
Does this have to happen in future?
Whereas the environmental changes are predictable, the snowstorms are unpreventable. However, the Northwest airline has implemented strategic means of dealing with such situations if they occur. The improvement of the communication system is our primary agenda to ensure that the airlines served by the Northwest and its hubs can exchange information in advance to prevent the situation from escalating.
What behavioral response is the Northwest ai...