A Study on Crisis Management Practices of Ground Staff at Coimbatore International Airport

Abstract

Effective crisis management at airports is critical to ensuring passenger safety, operational continuity, and stakeholder confidence. This study investigates the crisis management practices of ground staff at Coimbatore International Airport (CJB), focusing on preparedness, responsiveness, coordination, communication, and recovery mechanisms. Ground staff serve as frontline responders during disruptions such as technical failures, security threats, extreme weather, or health emergencies. A mixed-methods approach was used, combining structured questionnaires with in-depth interviews of 100 ground staff and supervisors. Quantitative data were analysed to assess levels of training, clarity of crisis protocols, and frequency of simulated drills, while qualitative insights highlighted experiential perceptions of effectiveness and challenges. Findings indicate that while ground staff possess foundational crisis awareness, gaps exist in advanced protocol training, real-time communication tools, and interdepartmental coordination, especially during multi-phase crises. Participants stressed the need for regular simulation exercises, updated decision-support systems, and psychological support mechanisms. This study contributes to airport crisis literature by contextualizing practices in a mid-sized Indian airport environment and offers practical recommendations to enhance operational resilience. Implications extend to airport management, policymakers, and training institutions seeking to benchmark and elevate crisis readiness. Strengthening these practices is essential in an era marked by unpredictability and complex threats to aviation operations.