The first thing for a business to do in a crisis is to stay calm, review operational processes and mitigate and manage with steady and measured common sense action – let the public see a company doing its best in difficult circumstances. Sadly, this headline was avoidable: “Coronavirus: Robin Swann ‘shocked’ at images of packed flight.”
Why on earth did Aer Lingus think that simply taking fares was the priority? It wasn’t good enough to claim, as the company did, that it needed direction from Government; giving the appearance it could do nothing more. This was a communications #fail that could have been avoided.