MasterClassCrisis Management for the Connected TravelerWelcome to the challenges of dealing with the connected traveler in times of crises. The SimpliFlying Crisis Management MasterClass serves as a reality check for airline executives looking to gain cutting edge branding and customer engagement insights, while becoming e!ective at handling crises online.

If you are a Vice President, Director or executive in Corporate Communications, Customer Service, eCommerce, Commercial or Marketing, this MasterClass is for you. Sitting through a SimpliFlying MasterClass is like learning to swim by being pushed in the deep end of a pool.

The MasterClass uniquely merges theory with practice. The curriculum comprises over 20 airline case-studies that will make participants think on their feet and derive solutions to real-world challenges encountered with today's connected travelers.

From discovering and learning how to use the latest tools to understanding your customers’ expectations and surpassing them, the MasterClass covers all grounds through interactive group exercises and simulations.

So be ready to roll-up your sleeves, get your hands dirty and apply the lessons learnt in the MasterClass.

In a Nutshell

Over 20 real-world airline case studies

Up to 25 executives

Understand the behavior of today’s connected traveler

Learn the rules of crisis management online

Walk away with a contingency plan that will help your airline e!ectively combat crises on social media

Qantas' share-price dropped 7% in two hours when they failed to respond to a tweet that an A380 had crashed. United Airlines' stock su!ered 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 o! a "ight. So, why the di!erence in the public's reactions to these airlines?

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.....................................................PART 1: Preparing For The Worst

1. Introduction 2. Understanding the Social Traveler Lifecycle 3. Introductory case studies: Examples of social media usage in travel 4. Anatomy of a crisis: The 3 Common Elements 5. Ash-cloud case study

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 plan10. Presentations of proposals from group exercise PREREQUISITES

All participants must bring their own internet-enabled notebooks

INVESTMENT

All rates are on a per-person basis. A minimum of !ve attendees is required for the MasterClass.

TRAVEL & MISC. EXPENSES

!695 1-Day 2-Day !995

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SimpliFlying is a leading consulting !rm that has advised over 25 airlines and airports on customer engagement strategy to drive business goals. One of the Top

SimpliFlying.com is also

being one of the Top 2 aviation blogs.

SimpliFlying has o"ces in New

and MasterClasses globally. For

SimpliFlying.com.

Contact us at: masterclass@simpli#ying.com to explore further options. Fees

and are subject to change.

“[The SimpliFlying MasterClass] was a catalyst to start conversations within LAN and helped us understand our priorities. We agreed to launch 2 pilot programs within 60 days of the workshop.” – Lan Airlines

Watch this video to see what people are sayingabout our MasterClasses: j.mp/WhatTheySay

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