This case study summarizes Vistara Airline's approach to handling a publicity crisis. They acknowledged the crisis, maintained constant communication with media and took proactive measures to ensure no false reporting. They also kept internal stakeholders informed while focusing communications on transparency around processes, practices and future outlook. Vistara utilized various channels like direct customer communication, media responsiveness and digital platforms to engage stakeholders and rebuild passenger confidence during the crisis.

1. Abstract
This case study illustrates the importance of
corporate communication when facing a
publicity crisis, as conducted in the case of
Vistara Airlines.

2. Agenda & Team
Introduction – Crisis
Situation - Challenge
Approach – Impact
Actions - Vistara
S SIVARANJINI 2022HB58009
SAMIR SATISH GANDHI 2022HB58043
SAMEER BABULAL MEHER 2022HB58062
SANJAY NANJEEBHAI KANZARIYA 2022HB58037
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6. What matters most ?

9. This was important because there were multiple
passengers in the flight who were talking to journalists had
different points in time and giving their own versions.
The scale of this crisis is unprecedented, and its magnitude
continues to magnify by the day
What was the impact?

11. Step 1 : Acknowledge and Initiate Response
Step 2 : The Tone is Important
Step 3 : Following up until the Issue is Resolved
Step 4 : Busting a Myth: Not Responding is an Option (Sometimes)!
Public Criticism – Crisis or Opportunity?
Impact 1

12. Step 1 : keeping internal stakeholders informed and engaged is as important as
communicating with the outside world.
Step 2 : our focus remains on being as transparent as possible about our processes,
practices and about our outlook for the future in terms of business as well as
passenger services.
Step 3 : From proactive customer communication to round-the-clock responsiveness to
the media and other external stakeholders, we are making sure to be as clear in our
communication as possible.
Impact 2 How does corporate communication manage
internal & external communications& stakeholders?

13.  We truly believe that it is in times of such crises that brands can truly build
on their credibility and regular communication plays a very vital role in that
regard.
 We continue to drive and contribute to meaningful news stories,
participate in relevant forums and discussions, build thought leadership
 use newer ways of engaging with our external audience and leverage
technology and digital communication platforms to reach our customers
directly.
Why ? ?

14. What approach & actions did Vistara Airlines take to handle the crisis ?

15. Maintained constant communication with the
media through reactive and proactive
measures to ensure no false reportage

17. Rashmi Soni, VP & Head of Corporate Communications, Vistara,
talks about how the company is dealing with the COVID-19 crisis,
leveraging digital and the paradigm shift in communication post-
COVID
“Our key communication aim will be to rebuild passenger
confidence”
-Rashmi Soni, Vistara
Corporate Communication

18. Thank You !!