Changes in Financial Protection - Abta

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TRAVEL ESSENTIALS An introduction to Crisis Management

ABTA Ltd Venue: 30 Park Street, London, SE1 9EQ

Date: 2 February 2016

PROGRAMME 09:30 10:00

10:15

10:35

10:55 11:15

11:45

12:05

12:30 12:55

Registration and coffee Welcome and setting the scene Nikki White, Head of Destinations and Sustainability, ABTA  What constitutes a crisis?  How a crisis might affect your business The legal implications and your responsibilities Claire Mulligan, Head of Travel, Kennedys  Do you know your responsibilities?  Suppliers, contracts and obligations  Company insurance Planning for a crisis and emergency situation Angela Hills, Destination Services Manager, ABTA  Preparing the plan  Documenting your plan Tea and coffee break Managing a crisis situation – a case study An ABTA Members perspective  Putting plans to the test Managing a crisis or emergency situation Angela Hills, Destination Services Manager, ABTA  Controlling the incident  Managing the process  Implications if customers are mismanaged Working for the safety of British nationals Representative from the Foreign and Commonwealth Office, CMD department The impact of travel advice Round-up of the morning - TASK  Key learnings Lunch break

(It may be necessary, for reasons beyond our control, to alter the content or timings of the programme.)

13:55 14:00

14:30

15:10

15:30 15:50

16:40 17:00

17:15

Welcome back Managing the media and the impact of social media Victoria Bacon, Head of Brand and Business Development, ABTA  Pre-crisis preparation  Customer communications  How to react to the media in a crisis Practical exercise – media and a crisis  Planning and preparation  How to react in the right way  Practical examples How the centre for crisis of psychology can help you and your business  Examples on situations and cases  Why is it important to provide support Kevin Tasker, Partner, CCP Tea and coffee break Post incident management Charles Fachiri, Senior Customer Support Manager, ABTA Claire Mulligan, Head of Travel, Kennedys Angela Hills, Destination Services Manager, ABTA  Customer response and staff support  Legal matters  Destination preparedness  Support available from ABTA General Q&A – ask the experts Summary and close  Nikki White, Head of Destinations and Sustainability, ABTA Drinks and networking reception

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