Crisis management – there’s a right way and a wrong way Available to Purchase

British Airways has had its share of crises over the years, but when the Air France Concorde crashed just after take‐off killing all 113 passengers and crew in late 2000, BA had a major problem on its hands. Concorde is an unmistakable aircraft and its future looked in doubt back in late 2000 as speculation mounted as to the cause of the crash which was caught on film and widely broadcast. So what did BA do? It decided to communicate. Within hours the company was n touch with its major customers, the CEO, Ron Eddington, talking personally to the top eight.