Last week, had the honor of presenting at the ACI Europe Summit in Lisbon, Portugal. While the city had beautiful weather, I addressed the audience of mainly airport CEOs and Commercial Heads on how to engage customers when the weather goes bad – in times of crises. I used a number of examples, from the Icelandic ashcloud to American Airlines flight 24 crises handling.
Here’s the presentation I delivered in Lisbon, the key point being that airlines and airports must use the same tools as their customers to communicate effectively and efficiently today.
Social Media Crises Management for airlines and airport on Prezi
In summary, I think here’s a picture that tells us what the future of crises management in aviation is going to be like (thanks to Aurelie Valtat for the photo).
So, what do you think? How has crises management changed over the last year for aviation? Isn’t it time for most to wake up and smell the social coffee? Would love to hear your thoughts…