ABSTRACT
This chapter considers the role of communications and marketing during a crisis and consists of three main sections. The first section provides an introduction that focuses on key characteristics of a crisis and the main types of crisis situations that are potentially faced by airports. The second section considers the role of communications during a crisis including three key elements of a crisis communications plan: the identification and assessment of potential risks; organisational roles and responsibilities; and guidance on communications with key stakeholders. The third section considers marketing implications of crisis situations including airport priorities and positioning; pricing; the introduction of new health and safety measures and campaigns; accreditation and recognition for new measures; and messaging. The third section is written in the context of the coronavirus pandemic, which is arguably the most significant global crisis ever faced by the airport industry.
