Crisis Communication Paper

Here at Dutch Airlines, we are committed to customer safety and satisfaction. Effective immediately, we are taking the necessary steps to make sure the type of incident that happened today doesn’t happen again. We are implementing these changes, all while staying a presence in the skies. While we are serious about passenger safety, we are also serious about making sure our other passenger’s flying itinerary won’t be affected during this period of change. All passenger flights will continue as planned. For those who may be unaware, drone passenger aircraft only make up approximately 20% of our total aircraft fleet. Until all planned changes have been implemented, we are going to voluntarily ground all of our drone passenger jets. All passengers with existing reservations will be rebooked on a flight of their choosing. If you have an existing reservation on one of our drone aircraft, please call our reservations center to rebook your flight.

We ensure that the incident that happened today will be an isolated incident. We have taken immediate steps to make sure that our pilots are working in an environment that will stimulate them and eliminate the type of error that occurs from pilot fatigue. Previously, our pilots worked in isolation. Each individual pilot was in his/her own individual office and had little, to no, interaction with their co-workers. However, after today’s incident, we are changing the way we do things. Effective immediately, our pilots will work together, in groups. In addition, at the mid-point of a pilot’s shift, the pilot will trade places with another pilot. We feel that this collaborative effort will keep pilots refreshed and will create open dialogue, thus ensuring fatigue will not set in. In addition, we have shortened our pilot’s shifts. Rather than working four 10-hour shifts, our pilots will work five, 8-hour shifts. There will be mandatory 15-minute breaks, one in the morning and one in the afternoon.

We feel that...