The document describes a MasterClass on crisis management for airlines dealing with connected travelers in times of crisis. It provides an overview of the curriculum which uses over 20 real-world airline case studies to help executives understand how to effectively handle crises online. Participants will learn monitoring tools, rules of crisis communication, and how to create a contingency plan to combat crises on social media. The two-day course aims to prepare airline leaders to better understand customer expectations and respond appropriately during travel disruptions.

1. Qantas' share-price dropped 7% in two hours when they failed to respond to a tweet that an A380 had crashed.
United Airlines' stock suffered 10% while Dave Carroll's "United Breaks Guitars" video garnered 10 million views on
Youtube.
Whereas, Southwest Airlines' fans jumped to the airline's defense on Facebook and Twitter when an overweight
Kevin Smith was bumped off a flight. So, why the difference in the public's reactions to these airlines?
MasterClass
Crisis Management for the Connected Traveler
Welcome to the challenges of The MasterClass uniquely merges
dealing with the connected theory with practice. The In a Nutshell
traveler in times of crises. The curriculum comprises over 20
SimpliFlying Crisis Management airline case-studies that will make
Over 20 real-world
MasterClass serves as a reality participants think on their feet
airline case studies
check for airline executives and derive solutions to real-world
looking to gain cutting edge challenges encountered with Up to 25 executives
branding and customer today's connected travelers.
engagement insights, while Understand the
becoming effective at handling From discovering and learning behavior of today’s
connected traveler
crises online. how to use the latest tools to
understanding your customers’ Learn the rules of
If you are a Vice President, Director expectations and surpassing crisis management
or executive in Corporate them, the MasterClass covers all online
Communications, Customer grounds through interactive
Service, eCommerce, Commercial group exercises and simulations. Walk away with a
or Marketing, this MasterClass is contingency plan that
for you. Sitting through a So be ready to roll-up your will help your airline
SimpliFlying MasterClass is like sleeves, get your hands dirty and effectively combat
learning to swim by being pushed apply the lessons learnt in the crises on social media
in the deep end of a pool. MasterClass.

2. .............................................................................................................
“[The SimpliFlying
PART 1: Preparing For The Worst
..................................................... MasterClass] was a catalyst
to start conversations within
1. Introduction LAN and helped us
2. Understanding the Social Traveler Lifecycle understand our priorities.
3. Introductory case studies: Examples of social media usage in travel We agreed to launch 2 pilot
4. Anatomy of a crisis: The 3 Common Elements programs within 60 days of
5. Ash-cloud case study the workshop.”
– Lan Airlines
PART 2: Creating Contingency Plans ............................
....................................................
6. 3 rules of crisis management
7. Crisis management: Top 10 case studies
8. Free tools and techniques for monitoring social media
9. Building a Crisis Management implementation plan
10. Presentations of proposals from group exercise
PREREQUISITES Watch this video to see what
..................................................... people are saying
about our MasterClasses:
All participants must bring their own internet-enabled notebooks
j.mp/WhatTheySay
INVESTMENT
............................
..................................................... SimpliFlying is a leading
consulting firm that has
1-Day €695 2-Day €995 advised over 25 airlines and
airports on customer
All rates are on a per-person basis. A minimum of five attendees is required for the MasterClass.
engagement strategy to drive
business goals. One of the Top
TRAVEL & MISC. EXPENSES
..................................................... SimpliFlying.com is also
being one of the Top 2 aviation
blogs.
SimpliFlying has offices in New
and MasterClasses globally. For
SimpliFlying.com.
Contact us at:
masterclass@simpliflying.com
to explore further options. Fees
and are subject to change.