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Lufthansa makes dedicated staff look bad: The eTN Hero is Patricia Dzai of Swissport Johannesburg

April 24, 2019 by Forimmediaterelease

Lufthansa

“My personal hero today is Ms. Patricia Dzai. Patricia works for Swissport in Johannesburg, South Africa,” said eTN Publisher Juergen Steinmetz. Swissport is one of the largest aviation ground-handling agencies operating in countries around the world.

Major airlines hire Swissport to manage customer relations and logistics when it comes to baggage handling, including lost or misplaced items.

Lufthansa German Airlines’ ground handler in Johannesburg is Swissport. I recently traveled from Nice to Cape Town via Frankfurt and Johannesburg on Lufthansa German Airlines. I am a United Airlines Star Alliance Gold member and traveled on Lufthansa in Business class. Lufthansa is a member of Star Alliance.

When I arrived in Johannesburg, I heard my name called by Lufthansa’s lost baggage office handled by Swissport.

I was told my tube was still in Frankfurt, and they would put it on the next flight to Johannesburg. I explained it was of utmost importance to have the tube for an important trade show event, the World Travel Market in Cape Town, in the morning.

Patricia Dzai, the Swissport agent in Johannesburg, wanted to make sure this would be possible and sent an urgent message to Lufthansa in Frankfurt. The message said:

 

 

 

 

 

I was pleased to know my tube would go on LH 576 directly to Cape Town almost in time for the start of World Travel Market.

I went on to fly to Cape Town and received a text message in the evening saying my tube would be on the Lufthansa flight to Johannesburg, which was different from what Patricia had requested. Since it was late and the Swissport office in Johannesburg was closed, I was able to find a non-published phone number for Lufthansa baggage service in Frankfurt. Lufthansa, like most airlines, is hiding phone numbers to encourage passengers to communicate only by email.

I was told by Lufthansa Baggage Service in Frankfurt no such message to forward my tube to Cape Town was ever received by Swissport Johannesburg. The agent went on to say that passengers are often not told the truth by Swissport agents.

The Lufthansa agent in Frankfurt explained that his job was not to help me, since this was only handled in Johannesburg. I argued my tube is in Frankfurt and not Johannesburg, and the handling agent for Swissport in Johannesburg was closed.

The agent then said he was now doing a one-time exception for me and would reroute my tube on LH576 directly to Cape Town. He said there were 5 hours to get this done, still plenty of time according to him.

The next day I received another message telling me again the tube was on its way to Johannesburg instead of Cape Town.

I called Swissport in Johannesburg, and the news not could have been worse. They told me, apologizing, that my tube was still in Frankfurt for a second day, and they did not know why.

I again called the baggage-handling office in Frankfurt and was again told it’s all Swissport’s mistake for not telling them where to send it.

This time I was angry and called Swissport Johannesburg again. I asked Patricia why she was lying about this. I told her she never sent this request to Frankfurt, according to Lufthansa.

Ten minutes later, I received an email with a time-stamped screenshot from Patricia Dzai showing me exactly what was requested by her in the first place.

Patricia actually had gone out of her way originally to make sure I would be united with my tube on time and in Cape Town. I felt bad thinking she didn’t care and didn’t do anything, when in fact she did.

It shows that big companies like Lufthansa have a serious customer service issue. They hide behind a huge system and are trained to say it’s not their job and simply blame others for company shortcomings.

There was no way I could talk to anyone at Lufthansa about this, and my urgent email to them on the day I was trying to get the tube re-routed was just responded to 2 weeks after I was already back home in Hawaii. Lufthansa offered a 200 euro compensation.

No explanation was given and no apology for accusing Patricia Dzai and Swissport for not doing their job.

I finally received my tube on the last day after the trade show and took it back to the US unopened. When I changed planes in Frankfurt, I asked the agent working in the Senator Lounge to speak to a supervisor in baggage handling about this case and compensation. She told me I have to send an email, which I had already done days ago.

She gave me some chocolate and said they get customers’ complaints all the time and do their best to help and respond, but the back-up system by the airline is not there.

It’s all about a giant non-caring anonymous machine.

I extend my apologies to Patricia Dzai from Swissport, as I now understand she was also a victim of shortcomings created by Lufthansa German Airlines.

Patricia Dzai is the eTN Hero for today.

Travel News | eTurboNews

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Aviation Safety: Fatigue management

March 28, 2019 by Forimmediaterelease

In aviation operations, managing fatigue is important because it diminishes an individual’s ability to perform almost all operational tasks. This clearly has implications for operational efficiency, but in situations where individuals are undertaking safety-critical activities, fatigue-effected performance can also have consequences for safety outcomes. Fatigue is a natural consequence of human physiology.

Because fatigue is affected by all waking activities (not only work demands), fatigue management has to be a shared responsibility between the State, service providers and individuals.

A brief history of flight and/or duty limitations

For most workers, hours of work are part of the working conditions and remuneration packages established through industrial agreements or social legislation. They are not necessarily established from a safety perspective.

However, the need to limit pilots’ flight and duty hours for the purpose of flight safety was recognized in ICAO Standards and Recommended Practices (SARPs) in the first edition of Annex 6 published in 1949.  At that time, ICAO SARPs required the operator to be responsible for establishing flight time limits that ensured that “fatigue, either occurring in a flight or successive flights or accumulating over a period of time, did not endanger the safety of a flight”. These limits had to be approved by the State.

By 1995, ICAO SARPs required States to establish flight time, flight duty periods and rest periods for international flight and cabin crew. The onus was on the State to identify “informed boundaries” that aimed to address the general fatigue risk for flight operations nationally. At no time have ICAO SARPs identified actual flight and duty hours because it had proven impossible to identify global limits that adequately addressed operational contexts in different regions.While ICAO SARPs apply only to international operations, many States also chose to establish similar flight and duty time limitations for domestic operations. States generally used the same flight and duty limits for helicopter crew as for airline crew.

The fallacy of flight and/or duty limitations is that staying within them means that operations are always safe. Buying into this fallacy suggests that scheduling to the limits is enough to manage fatigue-related risks. However, more recent SARP amendments related to prescriptive limits have highlighted the responsibilities of the operator to manage their particular fatigue-related risks within the limits using their SMS processes.

And then there was FRMS….

Fatigue Risk Management Systems (FRMS) represent an opportunity for operators to use their resources more efficiently and increase operational flexibility outside the prescriptive limits, whilst maintaining or even improving safety. In implementing an FRMS, the onus shifts to the operator to prove to the State that what they propose to do and how they continue to operate under an FRMS, is safe.

In 2011, SARPs enabling FRMS as an alternative means of compliance to prescriptive limitations were developed for aeroplane flight and cabin crew (Annex 6, Part I).  At the time of development, it was necessary to address concerns that airline operators would take this as an opportunity to schedule purely for economic benefits at the cost of safety. Therefore, while often referred to as “performance-based” approach, the FRMS SARPs are nevertheless very prescriptive about the necessary elements of an FRMS and require the explicit approval of an operator’s FRMS by the State.

Since then, similar FRMS SARPs were made applicable for helicopter flight and cabin crew in 2018 (Annex 6, Part III, Section II).

But what about air traffic controllers?

Despite their obvious impact on flight safety outcomes, ICAO SARPs have never required the hours of work to be limited for air traffic controllers even though some States have had hours of duty limitations for air traffic controllers for many years. This is about to change. Amendments to Annex 11, becoming applicable in 2020, will require that ICAO States establish duty limits and specify certain scheduling practices for air traffic controllers. As for international airline and helicopter operations, States will have the option of establishing FRMS regulations for air traffic service providers.

Fatigue Management SARPs today

Today, ICAO’s fatigue management SARPs support both prescriptive and FRMS approaches for managing fatigue such that:

  • Both approaches are based on scientific principles, knowledge and operational experience that take into account:
    • the need for adequate sleep (not just resting while awake) to restore and maintain all aspects of waking function (including alertness, physical and mental performance, and mood);
    • the circadian rhythms that drive changes in the ability to perform mental and physical work, and in sleep propensity (the ability to fall asleep and stay asleep), across the 24h day;
    • interactions between fatigue and workload in their effects on physical and mental performance; and
    • the operational context and the safety risk that a fatigue-impaired individual represents in that context.
  • States continue to be obliged to have flight and duty time limitations but are under no obligation to establish FRMS regulations. Where FRMS regulations are established, the operator/service provider, can manage none, some or all of its operations under an FRMS, once approved to do so.
  • Prescriptive fatigue management regulations now provide the baseline, in terms of safety equivalence, from which an FRMS is assessed.

In practice…

In Airlines:  The Fatigue Management amendments to the Annex 6, Part I, in 2011 led many States  to reviewing their prescriptive limitation regulations for pilots based on scientific principles and knowledge (refer text box) and identifying further requirements for operators to manage their fatigue-related risks within the prescribed limits.  Fewer States have reviewed their prescriptive limitation regulations for cabin crew.

In every case, despite a refocus on providing adequate opportunities for sleep and recovery, altering existing flight and duty limitations remains a very sensitive and difficult task because it impacts income and work conditions as well as the constraints of pre-existing employment agreements. It is made even more challenging for States whose flight and duty time limitations are legislated.

Where States have reviewed their prescribed flight and duty limits, the increased awareness of the relationship between sleep and performance has served to highlight the responsibilities of the individual crew member and the airline to manage fatigue, and in some cases have resulted in the prescribed limits sitting alongside a set of regulations  that make these responsibilities more explicit, e.g. the FAA’s Fatigue Risk Management Program, EASA’s Fatigue Management requirements, CASA’s Fatigue Management requirements and CAA South Africa’s Fatigue Management Program.

The scientific principles of fatigue management

 

  1. Periods of wake need to be limited.  Getting enough sleep (both quantity and quality) on a regular basis is essential for restoring the brain and body.
  2. Reducing the amount or the quality of sleep, even for a single night, decreases the ability to function and increases sleepiness the next day.
  3. The circadian body-clock affects the timing and quality of sleep and produces daily highs and lows in performance on various tasks.
  4. Workload can contribute to an individual’s level of fatigue.  Low workload may unmask physiological sleepiness while high workload may exceed the capacity of a fatigued individual.

Many States have established, or plan to establish, FRMS regulations, often at the encouragement of their airlines. The FRMS challenge for States continues to be whether they have the resources to provide the necessary oversight from a scientific and performance-based perspective, particularly when the same regulations usually apply to a variety of domestic flight operations. While FRMS requirements are onerous and time-consuming, the few airlines who have so far managed to get FRMS approval for particular routes have found the operational flexibility gained to be worth the effort.

General scheduling principles

 

  1. The perfect schedule for the human body is daytime duties with unrestricted sleep at night. Anything else is a compromise.
  2. The circadian body clock does not adapt fully to altered schedules such as night work.
  3. Whenever a duty period overlaps a crew member’s usual sleep time, it can be expected to restrict sleep. Examples include early duty start times, late duty end times, and night work.
  4. The more that a duty period overlaps a crew member’s usual sleep time, the less sleep the crew member is likely to obtain. Working right through the usual nighttime sleep period is the worst case scenario.
  5. Night duty also requires working through the time in the circadian body clock cycle when self-rated fatigue and mood are worst and additional effort is required to maintain alertness and performance.
  6. The longer a crew member is awake, the worse their alertness and performance become.
  7. Across consecutive duties with restricted sleep, crew members will accumulate a sleep debt and fatigue-related impairment will increase.
  8. To recover from sleep debt, crew members need a minimum of two full nights of sleep in a row. The frequency of recovery breaks should be related to the rate of accumulation of sleep debt.
  9. Keep short notice changes to a minimum, especially where they infringe or overlap the  Window of Circadian Low (WOCL).
  10. Duty periods associated with high workload (such as multiple, challenging landings and in marginal weather conditions) may need to be shortened and extensions avoided where at all possible.

In Helicopter Operations:  For some States, the recent amendments to Annex 6, Part II (Section II) have highlighted the need to establish flight and duty time limits for helicopter crew members that better relate to the context of helicopter operations, rather than using the same limits as for airline pilots. Within those limits, the helicopter operator is expected to build crew schedules that use both fatigue science and operational knowledge and experience.

A new fatigue management guide for helicopter operators, currently under development in ICAO, identifies general scheduling principles based on fatigue science to guide helicopter operators in building “fatigue-aware” schedules that offer optimum opportunities for sleep and recovery (refer text box).

The particular challenge in helicopter operations, however, is that so many helicopter operations are unscheduled. While some helicopter operators will be able to operate within prescribed limits and effectively manage fatigue risks using an SMS, many types of helicopter operations, such as those that require unscheduled, immediate responses, possibly in high-risk settings, will benefit from the operational flexibility and safety gains of an FRMS.

In Air Traffic Control Services: Next year, States are expected to have established prescriptive work hour limits for air traffic controllers, while FRMS regulations remain optional and can be established at any time. However, the nature of the relationship between the Air Navigation Services Provider (ANSP) and the State will influence how the implementation of fatigue management regulations will unfold. In most cases, the State provides oversight of only one ANSP and although there is a current trend for privatisation, many of the ANSPs are fully or partially owned by the State.

In an industry sector that is often largely self-regulated, the distinction between a prescriptive fatigue management approach and FRMS may become blurred. However, a refocus on safety and not only organisational expediency or personal preference is likely to have substantial effects on the way controllers’ work schedules are built in ANSPs across the world. This is a “watch this space”.

Fatigue Management Guidance for ICAO States

The Manual for the Oversight of Fatigue Management Approaches (Doc 9966) received another update this year – Version 2 (Revised) – and an unedited version (in English only) will shortly replace the current manual available for download here. On this website you can also find the following:

  • Fatigue Management Guide for Airline Operators (2nd Edition, 2015)
  • Fatigue Management Guide for General Aviation Operators of Large and Turboject Aeroplane (1st Edition, 2016)
  • Fatigue Management Guide for Air Traffic Service Providers (1st Edition, 2016)
  • The Fatigue Management Guide for Helicopter Operators (1st Edition) is expected to be available later this year.

The Fatigue Management Guide for Helicopter Operators (1st Edition) is expected to be available later this year.

The author, Dr. Michelle Millar, is the Technical Officer (Human Factors) and the NGAP Program Manager at ICAO. She heads the ICAO FRMS Task Force and has been involved in the development of ICAO fatigue management provisions since 2009. Her academic background is in sleep, fatigue and performance.

 

Travel News | eTurboNews

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10 Students Tips For Planning Your Assignment

March 24, 2019 by Forimmediaterelease

The secret to successfully finish everything in time is time management. We all tend to forget about things or postpone them to the last minute, and it might bring troubles and stress to your life. It can also decrease your grades because when you don’t have enough time for an assignment, it is hard to do quality work. Anyone might find him/herself wondering “Can someone help me to do my assignment right now?” Sure thing; you can always use the best essay writing service when you have no other possibility to finish it on your own. Many students in Australia and all over the world have struggled with planning; this guide will help you to manage time properly and be successful with your studies.

Tips on Planning to Do Your Assignment without Stressing Out

How to write an assignment? Well, it takes some skill and researching, but the main thing, of course, is to have all planned and organized, before you even start writing.

  1.      Create a useful time planner. The first thing to mention is that it is better to use a digital calendar or an app that allows creating tasks with due dates and reminders. Of course, you might make a notebook with all the information, but as long as it is in the paper, there is no way to set reminders. As soon as you get an assignment out into calendar and set a due date. Set two reminders, one week before the due date, another one two weeks before. Don’t trust your memory, as it is hard to keep everything in mind; use technology instead.
  2.      Create a rating system defining the importance and complexity of tasks. It is useful when you have several of them at a time. Mark them with different colors and figure out how much time each of them will take you to write. Start with the most complex and important ones, the less crucial you can always trust to an online service, like PapersOwl.
  3.      How to start an assignment? You need to begin with a close reading of requirements and topic; it is crucial that you understand the key question and the demands you are expected to meet. Underline the main words and focus on them, define the crucial question of an essay.
  4.      After the previous step write down what you need to do to finish the task. Basically, you are creating a plan of actions you are going to take. Don’t put huge options like “write an essay.” Divide them into smaller sections so that they are less nerve wreaking and easier to do. Set realistic goals, if you cannot write 2000 words a day, it is ok; just divide the works for two days at least.
  5.      Begin working on an assignment with drafting a structure for it. Whether you are going to a college in Melbourne or any other place in Australia, there are common outlines for any kind of academic paper that are well-known and are publicly accessible. If you don’t have an example, you may ask the professor or look online, the general outline for an essay is always the same. Use it to customize according to your needs and topic.
  6.      Look for useful information. Don’t rush to write everything, do research on the topic first. You don’t have to pay for online sources; there are many of them that are free to use by anyone. There is your local public library, college library, and digital resources. If you don’t know which sources are most relevant, ask someone for help: professor, tutor, and classmate.
  7.      When working with sources make notes and marks on the most important data. After you are done, it will be easier to find this information.

  1.      Work on your thesis statement. Before actually writing it is better to know what your standpoint is and the main idea. That’s why one should spend some time formulating a clear thesis statement that will be a guide to future work.
  2.      Write a draft. Try to focus and not get distracted, don’t be too critical when writing a draft, just follow thoughts and ideas. Remember to put in direct citations primary sources and paraphrase secondary ones. It is not essential where to start; you may begin with the part that is easier for you and then complete other paragraphs.
  3.  Proofread and edit draft to make it a finished paper. Use services like Grammarly that helps to proofread spelling and grammar and use online plagiarism checker, there are several free AU services. But most importantly – reread your text to revise the general logic, readability, strong arguments, etc.

This guide should help you with the understanding of how to do assignments. Remember that it is better not postpone it till the last night, as the more time you have, the better it is.

Author’s bio: Becca Stickler is a freelance writer with a focus on sustainability and eco-friendly living. Now engaged in travel around the country and writing.

Travel News | eTurboNews

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Czech Memorial Scrolls survived the Holocaust and travel to New York City

March 23, 2019 by Forimmediaterelease

The fact that a few of the 1,564 Czech Memorial Scrolls were all in one place at the same time, was almost a miracle. It took detailed planning and the cooperation of many institutions to bring these historical documents to New York City’s Temple Emanu-El for one-evening. It is only through the efforts of the Herbert & Eileen Bernard Museum and the auspices of the Memorial Scrolls Trust of London that this first-time phenomenon took place in New York.

Importance of the Scrolls

Scholars have determined that it would be difficult to identify examples of Jewish culture and religion more suitable than the Torah scrolls. The reading from a parchment manuscript, containing the Hebrew text of the Five Books of Moses, the Divine Teaching handed over to the people of Israel, is the cornerstone to the Jewish synagogue ritual.

More Than Parchment

The Torah scroll is a strip of parchment, prepared from the skin of a kosher animal. Many inches in length, it is supported by two wooden rollers (atzei hayyim, “trees of life”) at each end. Considered to be holy, the text and the scroll hold an exceptional position in Judaism. If the scroll is appropriate for reading in the synagogue, the Torah scroll must be written in Hebrew square script with permanent ink by a professional scribe (sofer). The scroll cannot have textual errors and the letters must be legible. While certain errors and imperfections may be corrected by the scribe, if the damage is wide-ranging, the parchment cannot be used.

Jeffrey Ohrenstein, Chair, Memorial Scrolls Trust, London, UK “These scrolls are survivors and silent witnesses of the Shoah.”

Amazing Grace

The fact that the Torah Scrolls exist at all is a marvel.  They were saved from the Czechoslovakian regions of Bohemia and Moravia during WWII, surviving the planned destruction of everything Jewish and the horrors of the communist regime that controlled the country in 1948.

It is thought that the artifacts survived because Prague, although badly damaged, was not leveled during the fighting. The scrolls were stored in a synagogue in a Prague suburb and they remained (decomposing) in this building until 1963, when the Czech government sought a buyer for the treasures. Eric Estorick, a British art dealer, introduced the opportunity to Ralph Yablon, a founding member of London’s Westminster Synagogue. Yablon purchased the scrolls and donated them to his synagogue.

On February 7, 1964, 1,564 scrolls were delivered to London. According to Jeffrey Ohrenstein, “They were in plastic bags, like body bags.” Many of the scrolls were in disrepair. Fortunately, Rabbi David Brand, a sofer, was looking for work, and presumed that the synagogue would have at least one scroll in need of repair; he was shown an entire floor of scrolls in need of his attention. He worked in the synagogue for nearly 30 years, repairing all the scrolls – personally.

Shortly after their arrival in London, a trust was created to care for the scrolls and repairs were initiated. Over the next 30 years, over 1,400 scrolls were sent to synagogues around the world. Now the Trust focuses on raising awareness of the responsibility attached to the housing of these historic documents. Synagogues and institutions are asked to devote one Shabbat during the year to the Memorial Congregation to coincide with the anniversary of the deportation of that community and to memorialize the many murdered Jews by remembering their names on that Shabbat and Yom HaShoah and Yum Kippur.

The Czech Torah Scrolls Viewed in Manhattan @ Temple Emanu-El, February 5, 2019

With more than 75 scrolls from over 10 different states and countries on view, hundreds of people crowded the auditorium at Temple Emanu-El. The scrolls are identified by number and no longer have their original mantles. The current scroll covers range from sumptuous velvet to tartan plaid with an outstanding cover designed in the stripes of a concentration camp prison uniform. The Torahs were carried by Temple members as well as representatives from nearby synagogues and Houses of Worship. The scroll procession was accompanied by a violin playing Etz Hayim (A tree of life) from Proverbs.

 

 

In his emotionally moving words to the audience, Jeffrey Ohrenstein said: “The Torah is the one thing that binds all Jews together. We would like our scroll holders to use the scrolls in a way that reminds people of what we have in common rather than what divides us.”

For additional information, go to memorialscrollstrust.org.

© Dr. Elinor Garely. This copyright article, including photos, may not be reproduced without written permission from the author.

Travel News | eTurboNews

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  • Coronavirus Disease 2019 (COVID-19) situation in Thailand as of 26 February 2021, 11.30 Hrs.
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