Ground Zero

On the Tarmac

By Michael Latz

Emergency Support Team IN AN immediate response to the New York City crisis, Cingular Interactive formed a cross-department Emergency Support Team. We devised a proactive plan to make additional RIM 950 pagers as well as Cingular data network service available on loan at no cost. Our aim: Provide immediate communication relief to emergency services and disaster affected businesses during the recovery efforts. This effort has been made possible by the fact that Cingular Wireless' data network has remained in operation in the area throughout the disaster and its aftermath. We're making additional RIM devices available to several disaster-affected Cingular customers, and are providing devices and network service available to the Office of Emergency Management and to the New York City Police Department. Cingular partner companies, including Data-maxx, AOL, Palm, Research in Motion (RIM) and Aether Systems, have all joined in. Finally, immediately after the incident, we installed a Frequency Transmittal Repeater at the disaster site in order to "ping" handheld units running on the Cingular data network in the hope that identifying devices might aid in rescuing victims. --Michael Latz

THE DAY started out with my usual: Shower, dress, and eat. But today I was going to take my first business trip with my new company, Cingular Interactive, the data division of Cingular Wireless. I was excited to be calling on law firms in the Northeast. I snapped on my cellular phone and RIM handheld loaded with our corporate e-mail and interactive messaging software, and drove to Newark airport for a flight to Boston. Back by sundown, right?

Our plane pushed back at 8:33 a.m. As expected, we waited in line for takeoff. I am thinking, "Why can't the airlines schedule this better so we won't wait a half hour on the ground? It's only a 75 minute flight." It crossed my mind that Amtrak might be a better option next time. Now we are third in line. Moments later the world would forever change.

While on the tarmac, the pilot announced that there had been an attack and explosion at the World Trade Center. I then looked out the window, craned my neck, and saw smoke billowing out of the tower. We waited, still on the runway, just staring, dazed with disbelief.

Everyone reached for their phones. Few functioned. I tried mine, but it wouldn't connect. So I reached for my PDA and e-mailed my boss in Philadelphia asking her to turn on her television. I felt lost, knowing everyone was watching TV and I was on a plane disconnected. I couldn't evaluate the situation. They say information is power, and I had none. Will we take off? Should I cancel my meeting? Should I be scared?

Then information started trickling in. My boss periodically e-mailed me as she sat mesmerized in front of her TV. I wondered why? Who? Is my life at risk? Is that e-mail true that a second plane hit the other tower? Collapse? How could a 110-story building just disappear from the skyline?

A woman behind me with her young daughter didn't speak English, and didn't understand what was happening. The flight attendant asked if anyone spoke Portuguese. "I speak passable Spanish," I said. I tried to communicate. I told her about the terrorist attack on the WTC by stringing together words that we both understood.

The pilot taxied us back to the terminal. We deplaned and found the phone bank. Click, click, no dial tone. I e-mailed my boss that I arrived safely. A woman near me also tried the telephones. I offered to help, and we composed an e-mail. I finally realized my mom must be frantic. My parents knew I was flying today. I typed their home number into the To: field and wrote, "Mom, I am okay. Love you, Mickey."

We have a feature that converts text to voice so she would receive a call with this message. I didn't realize until later that she had left me three voice mails on my cellular phone wondering if I was okay. I couldn't access my cell phone voicemail.

They evacuated the airport. Thousands of travelers pushed outside, and police closed the top two levels to automobile traffic. The only option for many people was to walk down the entrance ramp and try to hitch a ride. My only thoughts were to locate the off-site parking shuttle bus and get away quickly. After 15 tries, my call got through to the shuttle service and 45 minutes later amidst chaos, I was picked up.

To my surprise, other passengers also had wireless e-mail, and told me the second tower had collapsed. The skyline changed forever. As we were driving to the parking lot, people were lining up along the roads and gazing at lower Manhattan, just stunned.

As I slowly made my way back home, I still couldn't believe nor understand the news. I sat down on the sofa in a shock and watched Peter Jennings.

My life is slowly returning to "normal." Air travel will never be the same. Manhattan will never be the same. The role of technology will never be the same. Neither will I.

Michael Latz is senior account manager with Cingular Wireless, based in New Jersey.