Interface Tourism Spain’s team was immediately activated to initiate the crisis protocol whose main objective was to meet the demands for information, protecting the company’s reputation and, in the medium and long term, minimising the reputational damage linked to the accident. The team reported on the progress of the investigation which showed that the origin of the accident was linked to a technical breakdown of the aircraft supplier, Boeing.
Our team suspended all communications on Spanish-language social networks, relevant to the local market, in order to take them to the “black site” and use them as a source of information on the news of the incident. Communication channels were established with the main media in Spain. The media liaison managed more than 50 calls on the day of the accident. The airport liaison managed an interview with internationally relevant media and news agencies.