AVIATION CRISIS

MANAGEMENTVINAYA SHAKYA

TR AV EL CON S ULTAN TT R I P I T A K H O L I D A Y S P V T L T D

T : + 9 7 7 1 4 0 1 7 5 4 6 C : + 9 7 7 9 8 4 9 2 5 2 9 1 1W W W . T R I P I T A K H O L I D A Y S . C O M | I N F O @ T R I P I T A K H O L I D A Y S . C O M

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AVIATION CRISIS

• Passenger Plane/ Helicopter Accident• Cargo Plane / Helicopter Accident

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BRAND IMAGE RISK

• Within a minute, the incident becomes viral news all over the world through social media

• In most of the cases they use mobile camera and internet• Within few hours it will be telecast live in Television and video channels and

then in paper • Viral: because of competition on breaking news• Live interview with local people, injured passengers for hot news

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CRISIS COMMUNICATION PREPARATION• Establish crisis communication team• Prepare official statement for SPOKES PERSON and educate him or her• Write what to speak and not to speak to the press• Mention the FACTS only, no exaggeration • Do not panic, stress• Brief the office staff and board member first regarding the incident• Use social media of the staff too communicate the facts

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CRISIS MANAGEMENT ACTION PLAN1. Emergency evacuation 2. Rescue mobilization3. Communication with all the board members, staff, CAAN,

local government authority: CDO, Army, Police, Hospital, Health post, VDC4. Emergency board meeting5. Inform insurance company6. Cash management7. Helicopter arrangement8. Human resource assignment at the airport, incident venue, hospital, police station, Bank, insurance,

transport, lodge, food, media9. Co-ordinator at office: Briefing to staff not to panic and stay calm10. Co-ordination with Hospital & Ambulance

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COURTESY VISIT AND CALL

• Courtesy visit or call to bereaved family and passengers • Condolence on 13th day or as per ritual• Collect the Photos of deceased person• Condolence message for advertisement and family in case of • Compensation to bereaved family or insurance documents• Medical treatment to injured passengers and crew members• Insurance procedure

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SOCIAL MEDIA IN CRISIS

• Best media during crisis is social media• Use properly• Handle with photo, facts and figure• Press release in official website or social media official page.• Monitor social media and response as quicky as possible before it become

viral.

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CONCLUSION

• In accident case, it is very difficult to keep the brand image intact. • So, operators should keep communicate updated facts and figures as much

as possible.• Save the brand image.

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CONTACT FOR CONSULTANCY

Vinaya ShakyaTravel Consultant

Tripitak Holidays Pvt Ltd272/41 Ka, Kapan Marg, Maharajgunj, Kathmandu, Nepal

T: +977 1 4017 546 C: +977 9849 252 911www.tripitakholidays.com | info@tripitakholidays.com