It was a crisis communicator's worst nightmare: As Ken Capps began his first day on the job as the vice president, public affairs, of Dallas Fort Worth International Airport (DFW),
the country was in the early moments of the worst act of terror it had ever experienced. It was September 11, 2001, and Capps' initiation into airport crisis communications was quite
literally trial by fire. The crowded skies were being emptied amidst the panic, travelers were stranded, and the general public had little information to go by, save for the images
of the World Trade Center towers falling to the ground on television. Thus, the communications executive had no more than walked through the door, and crisis management was the first
priority. It was just a matter of setting a plan into action.