Hong Kong communications experts hit out at airport’s response to flight information system failure
- Experts say more use of social media and QR codes should be made to update passengers in the event of airport disruptions
More use of social media and QR codes to update passengers should be made by Hong Kong’s Airport Authority as a backup if there is a failure of its flight information display system.
The call from communications experts came on Monday after the operator stayed silent on the alternative channels throughout the day-long disruption of its passenger notice boards on Sunday.
The experts also appealed to the authority to better collaborate with airlines and the government to spread updated information, instead of just making handwritten announcements on whiteboards in the airport’s departure halls.
“Given the importance of timeliness at all airports, the authority should have made immediate communication with all passengers and airlines,” she said.
“[Leveraging] social media effectively during a system failure, airports can inform passengers better and reduce confusion, and maintain a positive relationship with the public.”