ABSTRACT
This chapter focuses on lessons learned from the aviation industry. With Internet access available at 30,000 feet, live reporting by passengers on board flights in the midst of an emergency landing is not uncommon, and social media play an exceptionally important role in how an airline handles a crisis. The concept ‘T+15’ – which states that an airline should start communicating 15 minutes after an incident – is explained, and the chapter also includes a list of special challenges and suggested messages in the first few hours after a tragic event in aviation.
