Assistance

Zombies happen. Pack a travel emergency ‘go kit.’

Tsunami Museum

From the Pacific Tsunami Museum in Hilo, Hawaii

If you happened to be on the road – in a hotel, a convention center or, of course, in an airport – when some sort of disaster strikes, would you know what to do? And would you have the right tools and supplies with you so that you could do what you needed to do?

I wasn’t confident I would.

But after talking with experts and savvy travelers about the ideal contents of an emergency ‘go kit’ for this story on msnbc.com – Disasters prompt world travelers to be prepared – I’m feeling more confident about dealing with everything from tsunamis to zombies when I’m on the road.

Here’s the story:

When an 8.8-magnitude earthquake struck Chile at around 3:30 a.m. in February 2010, Seattle-based wine importer Ryan Sytsma was asleep in a Sheraton hotel somewhere between the airport and downtown Santiago.

Once he realized it wasn’t a train shaking the room, Sytsma jumped out of bed and stood in the bathroom doorway.

“It kept getting worse,” he said. “Soon the electrical outlets started throwing sparks, anything unsecured was falling over and smoke filled the room. I could only see flashes of light, hear explosions like bombs and smell smoke that was a mix of drywall dust, burning plastic and melting rubber.”

Sytsma survived the three-minute temblor unscathed and raced out of his hotel room with his passport, cash, shoes and his small suitcase, which was already packed and near the door.

Those items, and the extra shirts and dozen Power Bars packed in the suitcase, helped ease the post-earthquake experience a bit for Sytsma and the people he ended up with. And now Sytsma makes sure to pack for every trip with disaster preparedness in mind.

Good idea, say the experts. A well-stocked emergency “go kit” can arm a traveler with tools that may help keep a bad travel situation from turning into a full-blown disaster.

“Given the recent events in Japan, Egypt and other places that appeared as low to insignificant on the risk map last year, a lot of people are rethinking their preparedness,” said Alex Puig, regional security director for International SOS, a global medical and security assistance company. “We’re not asking people to go above and beyond what common sense dictates. But anything can happen, and preparation is the most important thing you can do.”

Be prepared
Snow, rain or even a computer glitch, as Alaska/Horizon passengers learned this past weekend, may delay your plane for hours or days. You may get stung by a jellyfish, mugged by thug or knocked unconscious by a falling coconut. Then there are earthquakes, floods, tornadoes, hurricanes, pandemics or political upheaval to deal with.

Of course, many travelers will never experience an emergency while on the road. And danger can also find you close to home.

But for those who want to be prepared, what should go in an emergency kit?

“A good police whistle, two glow sticks, a small roll of wide adhesive tape to prevent hotel doors from closing, and $100 in local currency in small denominations,” said Noel Koch, senior director of travel intelligence for the travel risk management company NC4.

Koch considers a smartphone, with a reliable service provider, essential as well. “In the case of Japan, a smartphone would have given the traveler the ability to get information on how to book a flight out of Tokyo,” he said. “In the case of Egypt, travelers could have gotten information via Twitter to find out what was happening with the protests.”

Medications, both prescribed and over-the-counter, belong in your kit as well. “Take enough for your trip and an extra supply in case you get delayed or stuck someplace for a certain length of time,” said Myles Druckman, vice-president of medical services for International SOS. “You can’t assume you’ll be able to find the same medications you have at home. And some over-the-counter medicines may be prepared or branded differently than you’re used to at home.”

Puig adds that you go should always have items that allow you to travel and communicate. That includes a copy of your passport (with another copy saved in e-mail or another electronically accessible way), a cell phone you know will work in any country you’re visiting and a calling card to use if your cell phone dies or is stolen. “None of that really requires a lot of extra effort,” he said.

Make room for these items
Beyond the basics, you may want to add some of these items to your “go kit.”

Beth Whitman, founder of Wanderlust and Lipstick, used to carry a water purifier only on her international trips. “Now I won’t leave home without it even to a destination with drinkable tap water because I realize it would be perfect if water supplies were compromised,” said Whitman.

When she travels to West Africa, nature writer Susan McGrath takes a folding mosquito tent and beeswax earplugs in case she finds herself in a village with a community loudspeaker that plays bad pop music 24/7. She also always takes along a headlamp. “I did get stranded in Nigeria during a countrywide shut down and lived briefly in the Lagos Hilton on my emergency kit,” said McGrath. “And when the power went off in the very crowded airport at 11 p.m., I was pretty well equipped not to panic.”

When WanderingEducators.com publisher Jessica Voights travels with her wheelchair, her “go kit” includes the phone number and address of a mobility organization or store that can help in case of an emergency and/or equipment failure, extra batteries, adapters and converters for medical devices, extra copies of prescriptions “and letters from doctors explaining my medical conditions and equipment needs.”

And Suzanne Rowan Kelleher, editor of WeJustGotBack.com, keeps a few quart- and gallon-size Ziploc bags in her “go kit” as well as “phone numbers and policy numbers for my car and health insurance, customer service numbers for credit cards and contact numbers for my family’s doctors and pediatrician.”

Pre-packed kits and emergency quarters
At minimus.biz, which sells a wide variety of travel and trial-size items, miniature rolls of duct tape, individual packets of water purifier and glow sticks are listed under the “Survival” tab. Pre-packaged “personal care” kits filled with three days’ worth of water, food and other basics supplies are there, too. Company co-founder Paul Shrater said that since the Japanese disaster, he’s gotten a lot of inquiries from companies and agencies seeking to stock up on those emergency kits but few calls from vacationers seeking to create their own travel-versions of the kits.

“If you really stock it correctly and think of all the things you really need, you start getting up there in terms of weight and size,” said Shrater.

That’s why Puig of International SOS urges worried travelers to sit down and make a plan. “Do an analysis of who you are, how you travel and what the risks are in the country you’ll be traveling to,” Puig said. “Ask yourself how well prepared you’d be if you were in Cairo when the demonstrations broke out or in Japan after the earthquake. What are the things you’d need to have to be prepared?”

Mitch Ahern of technology consulting firm Cantina is prepared. He carries a roll of quarters in his travel emergency kit for late nights at airports or trade show set-ups when dinner may come from a vending machine. Ahern said the quarters have a dual purpose. “I have it on excellent authority that a roll of quarters in a sock makes an excellent zombie-stopper when applied with force to the head!”

Souvenir Sunday: Japanese earthquake relief

Despite the incredible story about an 80-year old woman and her grandson found alive nine days (!) after the earthquake, the news out of Japan just seems to get worse. Relief efforts are extensive – and expensive – so donate some money if you can.

You can donate directly to the American Red Cross through its website or make a $10 donation by texting REDCROSS to 90999 on a cell phone.

Many airlines are encouraging travelers to donate to the Red Cross by offering a mileage bonus as a reward.

Through April 15, 2011 American Airlines AAdvantage members can earn a one-time reward of 250 AAdvantage bonus miles for a minimum $50 donation, or 500 AAdvantage bonus miles for a donation of $100 or more.

Through April 30th, 2011, United Airlines Mileage Plus members can earn a one-time award of 250 Mileage Plus bonus award miles for donations between $50 and $99, and 500 Mileage Plus bonus award miles for a donation of $100 or more.

Through April 30th, 2011, Continental Airlines OnePass members can earn a one-time award of 250 OnePass bonus miles for donations between $50 and $99, or 500 OnePass bonus miles for a donation of $100.

Alaska Airlines, and several other airlines are also encouraging cash donations to the American Red Cross and other relief agencies through through their websites. Delta Air Lines has pledged $1 million in cash and in-kind support to relief efforts and set up a special website for Red Cross donations.

Many airlines also allow you to to donate air miles you’ve already banked to the Red Cross for use by relief workers and volunteers.

Hotels and other travel-related businesses are also encouraging their loyalty plan members to contribute to relief efforts. 

Hilton Hotels is matching donations of HHonors points with a cash donation of up to $250,000. Contributions will go to the International Federation of Red Cross and Red Crescent Societies.

Best Western, Starwood, and Marriott are among the hotel groups encouraging the donation of points and cash as well.

Do what you can.

Good restrooms; bad airports

Sometimes the yin/yang of the inbox is entertaining.

yin/yang symbol

Today, for example, I received an urgent reminder to vote for America’s Best Restroom and a warning about staying away from the World’s Scariest Airports.

Let’s do both.

Each year Cintas takes nominations for the Best Restrooms in Canada and in the United States.

You can see all the past winners in the Hall of Fame, but here at StuckatTheAirport.com we’re still celebrating 2005, when Fort Smith Regional Airport in Arkansas took home the potty-prize.

Award winning bathroom room Fort Smith Regional Airport

Winning bathroom at Fort Smith Regional Airport

This year, no airports are on the list of ten finalists, but the restrooms at Santa Monica Pier are on the list as are those at New York City’s Muse Hotel and Bryant Park, where the amenities include attendants, flowers, scented oils and electronic seat covers  – amenities we’d be happy to see at all airports..

Take a look at the best-loo finalists and cast your vote for America’s Best Room by August 31st.

Once you’ve voted for the best restroom in the U.S., take a look at the airports SmarterTravel.com has put on its list of World’s Scariest Airports.

old airport photo

In my book, scary airports are those with icky bathrooms, overpriced food or pay-to-use-WiFi. But this list defines scary airports as those where geography and/or weather make take-offs and landings dicey.  Which airports are on the list? In the U.S. the authors list New York’s LaGuardia Airport, Yeager Airport in West Virginia, John Wayne Airport in Santa Ana, CA. – and the airport in Nantucket, MA.  International airports that make the list are in Guatemala, Scotland, New Zealand, Bhutan, Gibralter and Honduras.

What makes an airport scary for you?

Tidbits for travelers: Talk back at Gatwick

Lots of airports are using Twitter as a tool to interact with travelers passing through.

London’s Gatwick Airport has been one of them.

Now the airport is kicking its social media program up a notch by integrating Twitter messages into the physical space of the airport. Throughout the day, Gatwick passengers will see this message on the check-in monitors.

Airport officials say reaching out by Twitter is part of an overall airport upgrade and rebranding program that will improve facilities but also “provide passengers with a more human and personal experience.”

That sounds promising.

The goals is to monitor and respond to in-airport comments 24 hours a day.

But not yet: while Twitter works round-the-clock, Gatwick’s social media team does not. So for now you can talk back to Gatwick on Twitter, but the airport will only Tweet back during working hours.

London Gatwick Airport Twitter screen

Airports discover courtesy can help the bottom line.


Noticed some extra nice lately?

For airport employees around the country, courtesy and empathy are becoming part of the basic job description.  Not just because those are nice traits in workers, but because in these belt-tightening times, airports are hoping better customer service can help shore up the bottom line.   In my Well Mannered Traveler column this week on MSNBC.com, I take a look at some of the ambitious customer service programs underway at airports around the country. Here’s a preview.

Polite in Portland

Oregon’s Portland International Airport (PDX) regularly wins awards for its services and maneuverability.  But customer relations manager Donna Prigmore says that’s just not enough anymore. “The economy being what it is, we can’t afford to lose passengers.”  So this month the airport rolled out a “roadway to runway” initiative that challenges everyone who works at the airport, including taxi drivers, TSA staff, and shop employees, to be nicer.  Those who do, can win prizes.

Mindful in Minneapolis

The Minneapolis-St. Paul International Airport (MSP) also regularly wins award for its services and amenities.  Volunteers staff eight information booths but, as you know, not everyone will stop to ask for directions.  So the airport is training a team of roving ambassadors whose job it will be to approach passengers who seem like they could use a bit of assistance.

Lessons at LAX, Plans in Pittsburgh

Around the country, many other airports have signed up for the Tom Murphy’s Resiliency Edge program, which is based at New York’s Fordham University. Scores of workers at the New York City-area airports (Newark Liberty, JFK, and LaGuardia) have already taken the course, which teaches employees strategies that can help them deal – calmly and effectively – with passengers who are apt to be stressed out, clueless, irate, confused or, often, all of the above.  I had the opportunity to sit in on one of the classes at Los Angeles International Airport (LAX), and watched a role-playing exercise that pitted a gaggle of needy and insistent passengers against a customer service employee.  Murphy’s advice to the class: you can’t solve every problem but try to be empathetic, a good listener, adaptable, and a creative problem solver.  “If you can do that well,” says Murphy, “You’ll be more resilient, less stressed yourself, and better able to neutralize the irritations in a customer’s experience. We call that N.I.C.E.”

During the recent winter storms, nice-training benefited some arriving passengers at Pittsburgh International Airport (PIT). Late on a snowy Friday night, planes were still landing and passengers were still arriving, but taxis and hotel shuttle buses had stopped running.  Instead of allowing about 125 people to spend the night stuck at the terminal, several airport workers arranged for one of PIT’s employee buses to drive those travelers to area hotels. “It will cost the airport a couple of hundred bucks to cover that,” airport executive director Brad Penrod to me, “But they saw a problem, solved it, provided a needed customer service, and created a great deal of good will.”

Nice!

Have you noticed airport employees going out of their way to be nice? Please share you story.