1. ValuJet Flight 592 Rhea Culbertson Stephen Gilliam Amanda Hartnett Amanda Winchip

2. National Geographic Channel http://www.youtube.com/watch?v=V1y_9v2MVx8&feature=related

3. OVERVIEW ValuJet DC-9

4. ValuJet AirTran Airways Lewis Jordan, CEO Founded in 1993 Low-cost air carrier Eastern United States Fleet consisted of McDonnell Douglas MD-95s and many used aircraft ValuJet's fleet was among the oldest in the US averaging 26 years. Poor safety record Founded in 1993 as Conquest Sun Airlines Renamed Air Tran Airways in 1994 Entered into a reverse merger with Value Jet in 1997 and continued to operate under the name of AirTran Airways Low-cost air carrier Eastern and Midwest United States OVERVIEW: Organizations Involved

5. SabreTech Federal Aviation Administration (FAA) ValuJet’s maintenance contractor Chemical oxygen generators Placed 5 boxes of improperly secured canisters in the cargo compartment of ValuJet Flight 592 Did not cover and secure the firing pins on the generators Major roles include the following: Regulating U.S. commercial space transportation Issuing, suspending, or revoking pilot certificates Regulating civil aviation to promote safety, especially through local offices called Flight Standards District Offices OVERVIEW: Organizations Involved

6. OVERVIEW: Organizations Involved Pilot and Flight Crew Candi Kubeck, Pilot Plane Manufacturer McDonnell Douglas National Transportation Safety Board (NTSB) Independent regulatory and investigating U.S. Government agency responsible for civil transportation accident investigation Miami International Airport

7. EXPLAIN

8. EXPLAIN: Flight 592 May 11, 1996 Departed from Miami International Airport and scheduled to land at Atlanta International Airport Took flight at 2:04 p.m. after a 1 hour 4 minute delay At 2:10 the crew noticed what they believed to be an electrical problem Smoke then fire from the cargo compartment filled the cabin At 2:14 the aircraft disappeared from radar Flight 592 crashed into the Florida Everglades at a speed in excess of 500 miles an hour The pilot, co-pilot, three flight attendants, and all 105 passengers were killed

9. EXPLAIN: ValuJet Response “It is impossible to put into words how devastating something like this is to humans who care.” Emphasized that the plane, built in 1969, was up to date on all safety inspections Outlined various safety checks ValuJet follows to maintain its aircraft “A” Check – Most frequent, least thorough- May 7, 1996 “B” Check – Mid level safety inspection – March 19, 1996 “C: Check – Least frequent, most thorough- Oct. 1, 1995 Spoke on the integrity of Pratt & Whitney, the manufacturer of the plane’s engine

10. EXPLAIN: ValuJet Response Noted that the plane’s age was not necessarily of major concern, nor was it necessarily a factor in the crash. "When you say that this is a relatively old airplane, it is important to point out that the DC-9 is a very common airplane operated by a lot of airlines.” "There are special inspections that are designed to protect against what are called 'aging aircraft concerns' on any airplane that goes up beyond 10, 15 years in operating time. But there is absolutely nothing about a 25-year-old plane that has been properly maintained that gives particular cause for concern.“ - Jordan Lewis, CEO ValuJet May 11, 1996 Press Conference

11. EXPLAIN: Who Is Responsible? The NTSB held the following parties accountable: 1. SabreTech Illegal transport of dangerous materials aboard a commercial flight Improper labeling of the canisters Failure to provide the required safety equipment for the canisters 2. ValuJet Failure to supervise SabreTech 3. FAA Failure to supervise ValuJet Failure to require active fire suppression equipment in the cargo compartment

12. ValuJet SabreTech Never prosecuted Grounded by the FAA on June 16, 1996 Allowed to resume operations on September 30, 1996 Merged with AirTran Airways in 1997 and continued operation under the AirTran name Florida Grand Jury Verdict: 110 counts of manslaughter 110 counts of third-degree murder 1997 Federal Grand Jury Verdict: Mishandling of hazardous materials Failure to properly train employees Conspiracy False Statements $2 million fine $9 restitution Maintenance supervisor and 2 mechanics who worked on the plane charged with conspiracy and making false statements EXPLAIN: Short-term Consequences

13. ValuJet SabreTech Operating as AirTran Several executive officers of ValuJet recently founded Allegiant Air Went out of business in 1999 The U.S. Court of Appeals partially reversed the guilty verdict as they could not find intent to harm Maintenance Supervisor and 1 mechanic acquitted on all charges EXPLAIN: Where are they now?

14. EVALUATE ValuJet Flight 592 Memorial

15. EVALUATION Top Management was accessible to the media but poorly prepared CEO Jordan misspeaks on Larry King “We’re in a business where we take the lives of people” “We pay the lowest wages,“ when asked about wages and profitability.

16. EVALUATION Top Management was accessible to the media but poorly prepared Allowed CNN to tape meeting between officers and employees Employees were “the true victims of the situation.” - chief corporate counsel

17. EVALUATION Top Management was accessible to the media but poorly prepared Lauded by the media in July 1996 after TWA 800 mid-air explosion and company officials were inaccessible.

18. EVALUATION Credibility Lost Jordan cautions against “rush to judgment” Proclaims safety record, then “We’ve had incidents and a tragic accident, and now we are looking forward to a high level of safety.” ValuJet accident rate: 3.06/100,000 departures 14 Other Low-cost carriers: 0.43/100,000 departures - Time, May 27, 1996 FAA grounds ValuJet on June 17 due to “numerous systemic flaws” One of the oldest fleets in the US, averaging 26 years

19. EVALUATION Credibility Lost ValuJet criticized for being a “virtual airline” Provides transportation Contracts maintenance and training Jim Hall, Vice Chairman, NTSB, before the House Transportation Committee, June 25, 1996 “I would have grounded this fleet myself if I had had any reason to believe that the airplanes were not safe. The safety of our customers is our No. 1 priority and far and away ahead of any other priority.” Lewis Jordan, before the House Transportation Committee, June 25, 1996

20. EVALUATION Credibility recovered ValuJet flies again with limited service beginning September 26, 1996 15 Jets (down from 52) Joseph Corr replaces Lewis Jordan as President and CEO on November 4, 1996 Merger with AirTran completed November 17, 1997 ValuJet name retired

21. EVALUATION Credibility recovered Relocated HQ to Orlando from Atlanta Fleet of Boeing 717 and 737s One of the newest fleets in the air 139 aircraft as of October 2008 Currently flies to 57 destinations with at least five more to be added in Q2 2009

22. WHAT THEY SHOULD HAVE DONE ValuJet was allowed to resume business on September 30, 1996

23. WHAT THEY SHOULD HAVE DONE Initial Response Follow Up Short-Term Actions Long-Term Actions Child placing flowers at the Flight 592 Memorial

24. WHAT THEY SHOULD HAVE DONE: INITIAL RESPONSE: Release a statement ASAP Show sincerity Conducting internal investigation Preventative measures will be taken

27. WHAT THEY SHOULD HAVE DONE FOLLOW UP: Set the tone at the top and from the beginning. Make press releases addressing the investigation process.

28. WHAT THEY SHOULD HAVE DONE: SHORT TERM: VICTIMS Relief Program Contact victims’ families Give the number to an information hotline Mail letters of apology and condolences Provide comfort for victims’ families: Funding for funeral/memorial services Grief counseling

29. WHAT THEY SHOULD HAVE DONE: SHORT TERM: EMPLOYEES Promote communication Hold teleconferences frequently Anonymous Hotline Complaints, general issues, etc. Day of Workshops Address safety, new operations and guidelines

30. WHAT THEY SHOULD HAVE DONE LONG TERM: Work with FAA to make stricter regulations Hire new maintenance team Purchase new and safer planes Maintain strict, quality control standards of training and maintenance processes Offer higher wages to attract more qualified employees

31. LESSONS LEARNED

32. LESSONS LEARNED Do the work before the crisis occurs Be responsive, informed, and sympathetic Know when things aren’t working and be flexible

33. LESSONS LEARNED: Preventative Procedures Safety First ValuJet SabreTech FAA

34. LESSONS LEARNED: ValuJet vs. Southwest ValuJet The media, customers, and the general public were outraged. Significant decrease in revenue long-term. Southwest Praised by the media, and saw continued growth in customer bookings Immediate drop in share value, but regained in short period following.

35. ValuJet 1995 vs. Air Tran 2008

36. THANK YOU QUESTIONS