Airport Community Engagement and Complaints Handling

Why engage your community?

Community concerns about aircraft noise are the biggest obstacle to the future growth of the aviation industry. Managed poorly, community annoyance can lead to delays in expansion projects, underutilized infrastructure or operating restrictions.

Effective engagement aims to reduce the level of annoyance about airport activity. By providing a full understanding of attitudes and their prevalence, airports can make better informed decisions and more quickly identify and address community concerns.

Man in front of community members

Understanding attitudes

Credible data on noise exposure and clear compliance with operating conditions is a cornerstone of effective community engagement programs that reduce annoyance.

Despite significant reductions in noise exposure from aviation activities, community annoyance continues to grow. Noise exposure often explains only 30% of annoyance. It’s important to understand common annoyance magnifiers which include:

  • Lack of trust
  • Unmet expectations
  • Unjustified changes
  • Perceived inaction and unfairness
  • Lack of control and fear

Reduce annoyance

Airports must engage community stakeholders with complete, credible and easily understood data.

By understanding annoyance amplifiers, airports can more effectively communicate and address issues before they affect operations.

The shared understanding of what’s happening builds trust that allows for a deeper and richer engagement. This leads to trusted noise action plans and reduced community annoyance.

Couple sitting behind laptop
Three friends sitting outside

Valuable communication

Delivering the right message includes providing:

  • Transparency – Information must be trusted and understood
  • Personal context – Tailored information relevant to individuals
  • Localized content – Modify presentations to the ever-changing local context
  • Measured engagement – Understand the effectiveness of your communication and adjust strategies as required

Information access

By providing the community with direct access to information sources, annoyance can be reduced and airport noise office staff can spend more time on other activities. Valuable resources include:

  • Information self-service – Empower the community by allowing people to see transparent data that increases trust, knowledge and staff productivity
  • Automation – Direct the public to the information they seek to align perceptions and set expectations
  • Complaints handling – Allow people to enter complaints online to more easily and efficiently deal with inquiries
Woman on mobile phone
Couple with child sitting on grass outside

WebTrak improves noise and flight track understanding

WebTrak is a hosted subscription service that enriches community engagement by tracking specific flights. It improves communication between an airport and the public by providing real-time and historical access to flight and noise data via the airport’s website.

The community’s ability to self-serve information reduces noise office work. Online complaints handling is made possible with WebTrak’s automated form, which can be sent from a PC, tablet or smartphone.

WebTrak MyNeighbourhood shares airspace trends with the public

WebTrak MyNeighbourhood increases community knowledge by providing online access to long-term noise and flight track trends. With greater understanding of overflight paths and patterns, the public’s trust and tolerance for airport operations increases.

Transparently communicating credible data helps set noise and flight track expectations, which increases support for sustainable growth.

Woman and teenager in front of WebTrak MyNeighbourhood screen
Man with binoculars looking at airplane

Viewpoint enables large-volume complaints management

Viewpoint lets airports automatically handle large numbers of complaints and improve understanding of complainants. The system automatically collects, integrates and reports on complaints data gathered from a wide range of channels.

Duplicate complainants are easily identified – so airport decisions makers can draw better conclusions and gain better insights from complaint data.

ANOMS provides sophisticated complaints handling and community engagement

ANOMS monitors noise and flight tracks to understand an airport’s environmental performance and enable a smarter approach to community engagement. The system can record all noise inquiries and automatically correlate a complaint with the flight causing the disturbance.

Its data also can be used during fact-based discussions with the public about the airport’s environmental compliance and community care. With the right engagement, tolerance increases and new operational constraints are avoided.

Plane flying over city
Plane flying over a community

NoiseDesk manages complaints and enriches community relations

NoiseDesk easily allows airports to use noise and flight track data in summary reports shared with the public. The information can be used to help set community expectations and report on trends identified.

The online system automatically records complaints. Once a complaint is received, NoiseDesk easily finds the flight causing the disturbance and automatically compiles a response to the complainant containing relevant data.

NoiseOffice frees up resources for airport community engagement

NoiseOffice’s comprehensive suite of managed services enables airports to focus attention on their core business activities. Our experts can provide you with trusted noise and flight track data you can share with your community.

Providing accurate and validated data showing environmental compliance helps align community perceptions with what’s actually occurring in your airspace. Increased understanding helps build community tolerance and support for maximal airport operations.

Compliance meeting
© 2020 EMS Bruel & Kjaer - A Spectris company

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