There are times when weather severely impacts the national airspace system and the result is that our customers end up being delayed. Since 2001, Boston Logan has made cots available for airlines to use for passengers whose nighttime flights are hours from taking off. We continue to enhance our customer service irregular operations plan by instituting a number of customer-focused strategies to make delays as painless as possible.
In addition to cots and bottled water, we work with concessionaires to make sure they stay open late and restock their supplies as needed if terminals are crowded at night.
We have a US DOT approved plan to deal with diversions and irregular operations.
Our operations department will work to monitor flights that have pushed back from the gate, but have not departed. If flights are being parked on the airfield for an extended period of time, we will work with airlines to get the aircraft back to a gate. Ultimately, however, it is the airline and pilot’s decision to return to a gate.
And, of course, we will work with our cleaning contractors to increase the frequency of cleaning should people be staying in the terminals instead of boarding airplanes.
Finally, communicating information to passengers is critical. Logan is on Facebook and Twitter to help our customers by providing them with information as it becomes available to us.