CHAPTER 10
Managing Crises: Moments of Truth
Crisis is the norm in business today. Having a process in place to manage crisis may help you not only to survive it, but also to emerge as a stronger organization.
Alan: The international travel business is particularly subject to crises; we had known that from our earliest days in the business. Other businesses may face the occasional crisis—because of executive scandals, lawsuits, or recalls of defective products—but the international travel industry, unfortunately, faces more crises more frequently than do other industries.
Our first year after buying Grand Circle was just one crisis after another: airport attacks, the hijacking of the Achille Lauro cruise ship, the crash of Air India Flight 182, ...
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