PATA Shares 10 Crisis Management Tips for Travel Agents
The Pacific Asia Travel Association UK & Ireland (PATA) has successfully held the first of its recently-announced Expert Masterclass series, focusing on crisis management.
“We never thought this would happen” is one of the most common statements from stakeholders impacted by a serious incident, according to Travel Risk Professionals (TRP). It was this that prompted PATA’s first virtual Expert Masterclass last week (22 Sept 2026), focusing on crisis management.
Guest speaker, Alan Pattison of Travel Risk Professionals, provided practical advice on how agents and industry stakeholders can prepare for and respond quickly and effectively in a crisis.
“The world is not getting any safer when it comes to geopolitical risks, climate change and natural disasters. These are challenges that are here to stay, with disruptive events becoming increasingly frequent, from wildfires and flooding to earthquakes and extreme weather. Crisis management is key, as you never know when these types of incidents may happen or how severe they could be,” said Mr Pattison.
The free webinar, open to agents and industry partners, covered how to prepare for not only major travel incidents but also injuries, illness, fatalities with example case studies. “Having clear crisis management procedures in place, knowing the appropriate steps to take and understanding their role can help travel professionals respond more effectively when an incident occurs,” said Mr Pattison.
Here are 10 crisis management tips for when the unexpected happens.
Know your company’s crisis planMake sure you understand what to do if a crisis occurs, who is responsible for managing it and where to find the relevant procedures.
Know who to contact
Be familiar with the key people responsible for crisis management within your business, including out-of-hours contacts.
Make sure there is 24/7 coverCheck that you know how your business handles incidents outside normal working hours and what the procedure is if a serious incident occurs.
Keep important contacts accessibleMake sure you can quickly access the latest contact details for your company, insurers, suppliers, DMCs and other relevant partners.
Test the plan, preparation is keyTake part in crisis exercises and training when they are provided. Practising what to do
Think carefully before communicatingDo not comment to the media or on social media about a crisis unless authorised to do so. Follow your company’s procedures and understand the importance of confidentiality.
Never admit liabilityFollowing an incident, avoid making statements about liability or responsibility. Report the incident to the appropriate person within your business and follow the advice of insurers.
Keep a clear recordWhere appropriate, record key information, conversations and actions taken during an incident, following your company’s procedures.
Know your local partnersUnderstand which local suppliers, DMCs and other partners your business works with and how they can provide support if an incident occurs overseas.
Look after yourself and your colleagues
A crisis can affect staff as well as customers. Know where to seek support and what to do if an incident affects travellers or colleagues.
Mr Pattison concluded: “Understanding the procedures before an incident occurs can help you to know when to escalate an issue and who to involve, particularly where serious injury, illness or fatalities are concerned. Preparing in advance means everyone can be clearer about their responsibilities and roles when a crisis occurs.”
The Masterclass series is the latest initiative from PATA to support members, partners and travel agents with practical advice and expert insight on the issues affecting the industry. Details of the next session will be announced soon, with booking opening shortly afterwards.
A snapshot of the PATA ‘Crisis Management’ Masterclass is available to view on PATAs socials:
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