Integrated Crisis Training
Frankfurt Airport is Germany’s largest commercial airport and a highly complex environment, with thousands of people and numerous stakeholders on site every day, including airlines, authorities and service providers. Accidents and other crisis situations can occur at any time and require precise, coordinated communication across all channels.
The aim is to ensure consistent communication with all relevant stakeholders in the event of a crisis.
To this end, Fraport AG and the Lufthansa Group recently conducted a joint crisis training exercise. The objective was to test processes, team structures and tools, and to optimise cooperation between the two companies.
The exercise was based on a fictitious scenario: Following a bird strike, a Lufthansa aircraft is forced to make an emergency landing in Frankfurt. The incident resulted in fatalities and injuries, and flight operations were suspended. Public attention rises sharply.
Based on this operational scenario, Klenk & Hoursch developed a communications script, programmed the exercise on the Prevency online training platform, and realistically simulated social media activity and media enquiries. Over the course of four hours, the teams responded to over 400 social media posts and 50 enquiries from journalists, as well as requests for television and radio interviews.
