Aborted Landing Reveals Critical Lessons in Safety Communication

We were about 60 feet above the runway when suddenly we started to ascend again. The nose of the aircraft lifted steeply, and the engines increased power. 

There was considerable chatter among the passengers at this point. We had all anticipated a safe and quick landing...but that didn’t occur. We all were wondering what had happened. We were just about to touch down. Why did we abort the landing? Passengers were starting to get nervous, especially since the climb out had been marked by a lot of turbulence. 

Within seconds, the head flight attendant was making an announcement. “Ladies and gentlemen, we are sorry for any inconvenience. There was a sudden wind change as we were about to land, and the captain decided it was safer to try again. As soon as they are finished talking on the radio, they will give you more details.”

We ascended back up to altitude and made a big loop to enter the landing pattern again.

When we were back in a stable flight pattern, the captain spoke to us, assuring us that all was safe and providing more details about the unexpected wind shift during landing. They had decided to exercise “abundance of caution” and go around again. They acknowledged that it could be a frightening experience, but that all was under control. 

Timely Communication Builds Trust in Safety-Critical Moments

The clear and timely communication led me to think about how we communicate about process safety, especially when we are operating near our safe limits, as the captain was during this landing. Indeed, the landing was at the very edge of the limits when they decided to ascend and try again. 

The flight attendant had some information, but not all of it, at that moment. We needed to hear from the captain to get more clarity. But that did not stop them from immediately communicating with us. This initial communication calmed the tension in the cabin. While there was chatter, there was no panic among the passengers. 

When it was safe to do so, the captain communicated with us and provided more details. 

This highlighted to me the importance of timely communication, even when we don’t have all the information. This allows people to engage with the circumstances. Often, we err on the side of waiting for more details before we communicate. But this can lead to uncertainty and fear, especially in the face of the unknown. They say nature abhors a vacuum, and humans typically seek to fill a communication void with their imagination. Often, what we imagine is much worse than the facts. 

Consistent Updates Prevent Uncertainty in Process Operations

This brings me to the importance of regular updates and communication. We need to make the effort to communicate, even if nothing substantial has changed since the last update.  It keeps people engaged and helps stop them from creating their own narrative in their minds. This is akin to a shift handover; even in a steady-state operation where very little has changed, we still require communication to ensure we know exactly what state the plant is in and if we are drifting toward any operating limits. 

This was only the second time I’ve had this experience, considering all the travel I do, which might be pretty surprising. However, air travel is an exceptionally safe form of travel. While it was unsettling, I did not feel unsafe in the experience. The crew was well-trained and professional in their actions. The quick communication and explanation were welcome as they ensured people had information and were not imagining the worst. 

The next time you are in a situation where you need to communicate an update but think you have nothing extra to add, I suggest you give that update. “Just letting you all know nothing has changed” can have a fantastic impact in keeping people engaged.