So here’s the situation: it’s Christmas Eve, and you know that you are going to cancel all your flights that day to and from a particular location. Cue hundreds of unhappy passengers. As you as an airline don’t fly anywhere on Christmas Day, these passengers have to spend Christmas in an airport hotel and travel on the 26th – not the Christmas present anyone wanted.
EasyJet, a top European budget airline, had just this problem when it cancelled all flights to and from Madeira, the Portuguese island, this Christmas Eve, disappointing hundreds of hopeful passengers – families escaping for a break in search of the sun, Portuguese families going home for the festive break. Everyone had their own personal story to tell.
All corporate clients have things go wrong. So how did EasyJet cope?
It put in place a well oiled communications control process, made one bad public relations mistake, and then got the next bit right – sort of… Continue reading