As the crisis rapidly escalated, with flights being cancelled on the tarmac, lost baggage, stranded passengers and huge queues, we rapidly developed a crisis strategy, which distanced the brand from other airlines and communicated the company’s service guarantees.
We also provided the comms capacity to allow the management team to focus on delivering for their customers.
Key to our response was a comprehensive take-over of all of the airline’s communications channels, including customer service and in-airport communications, to improve transparency and ensure that audiences received accurate, timely information.
Our strategy helped to protect trust in the business, prevent media speculation about the viability of its services and avoid the brand being referenced by critics of the industry.
This, coupled with consistency in service, allowed the airline to recover credibility quickly and protect their customer relationships.
