COVID-19 Billy Nolen, WestJet vice-president of Safety, Security & Quality Hospital-grade cleaning is part of the WestJet new normal Billy Nolen, WestJet’s vice-president of Safety, Security & Quality explains that when the jolt and impact of the pandemic first hit in Canada, together with the subsequent closure of borders for travel, the demand for air travel dropped by almost 90 per cent. WestJet reduced the size of its workforce by more than 9,000 people and parked more than two-thirds of their aircraft. He mentions various ways in which WestJet is now “changing up procedures for customer peace of mind and the unconditional policy of putting passenger safety above all. We have increased our cleaning and sanitizing protocols across our fleet. High-touch areas are frequently cleaned and disinfected with four different hospital-grade products and we’ve introduced a new procedure called fogging. When it’s time to board, temperatures will be taken with a contactless thermometer and passengers will be asked a few health-related questions. We’re limiting bookings to provide space and adjusted food and beverage service to limit touchpoints and contact.” Airports are notoriously busy and hectic places, and are also important pieces of the travel industry puzzle. “Consumer confidence is a huge factor,” notes Canadian Airports Council president Daniel Gooch, whose organization represents Canada’s large and regional airports. “Airports and airlines are working together to rebuild public trust. Even before COVID-19, Canadian airports were some of the cleanest facilities anywhere.” He explains the airport focus of minimizing contact and touching. “New technology and new ways of doing things in airports − from check-ins to security, boarding and baggage-claiming systems − were already being developed for several years, long before the lockdown. The changes and airport new normals are now being accelerated. Mobile technology has already begun to leapfrog the kiosks, and traveller processing innovations such as facial recognition and facial verification will soon be in place.” But Gooch points out that, “No matter what, until there is a vaccine, some people just won’t feel comfortable to fly. And even with technology and the positive changes of a new normal, the situation will take time to evolve and may not return to previous traffic levels for as long as five years.” While rewriting the basic and quirky guidelines and protocols of flying is happening and new technologies are kicking in to satisfy traveller comfort zones, Gradek suggests that, for the balance of the year, if not longer, properly figuring out passenger concerns will continue to be a work-in-progress. “Howwill access to the already limited aircraft washrooms be managed? How will the exit from an arriving aircraft be handled to maintain some semblance of social distancing? And will there be marked spaces to stand while waiting at the baggage carousel?” Airlines are working hard to navigate the first wave of the pandemic, make contingencies for a possible second wave, maximize safety, make changes and do whatever it takes to earn back consumer confidence. Canadian Airports Council president Daniel Gooch CSANews | SUMMER 2020 | 39
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