Success stories

Communicating effectively in a crisis

Combining expert knowledge, technology and compassion, with effective communication to help support travellers’ safety and welfare in a crisis.

On 22 March 2016, three coordinated attacks occurred in Brussels, Belgium: two at Brussels Airport in Zaventem, and one at Maalbeek metro station.

The incident resulted in the country being put on its highest threat level, closure of its airport, total shutdown of the Brussels Metro, and other major travel disruption. Travellers’ welfare became the highest priority.

The initial attack happened at approximately 08:00 CET (07:00 GMT) and immediate action taken was to implement a 24/7 crisis management plan.

Effective communication

Through the use of traveller tracking capabilities, potentially affected travellers were identified within minutes. Having advised the customers’ nominated security representatives, the team began contacting individual travellers where required.

Proactive management

In addition to handling the immediate situation with travellers on the ground, forward planning and technology helped identify travellers due to journey to Brussels later that same day, and in the days following the attacks.

This information was used to contact those travellers and inform them of the situation, and present them with their options before leaving their house, office or hotel. This allowed many travellers to change their plans accordingly, saving on wasted travel and its associated costs.

In total the Capita Travel and Events teams directly supported 52 travellers whose travel was affected after the attacks.


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