Crisis Management in Travel Conference

    09 February 2022
    09:30-16:45 followed by networking drinks
  • Venue:
    Kennedys, 25 Fenchurch Avenue, London, EC3M 5AD
  • Book online

Event details

ABTA’s one-day crisis management conference will explore crisis management in travel and the emerging issues, potential risks and threats that should be considered as part of your crisis management processes. Delve into the importance of reviewing your crisis management plans and holding crisis simulations to ensure they are fit for purpose.  

Taking place in central London, this event has been updated for 2022 and will bring together senior keynote speakers and an audience of senior crisis professionals from across the travel industry. 

About the event

The past two years have seen business operations having to adapt to the changing landscape of travel with a key focus being responding to the pandemic. As more people travel, it is important to reconsider crisis management objectives and response.    

A crisis can take many forms, including natural disasters, terrorist attacks, supplier failures, emerging diseases, cyber breaches, border closures, flight cancellations and disruption. Being prepared for and how you handle a crisis can minimise the impact on customers, staff, destinations and protect your brand reputation. All businesses should regularly review their crisis management and business continuity plans – are yours fit for purpose?

New for 2022, optimise your in-house crisis management planning by receiving practical guidance on how to review and test your crisis management plans post-pandemic. Identify whether your processes and procedures meet your business needs, and get guidance on what staff training is required to help identify potential crisis risks and support your operations when a crisis occurs.  

Customer information, communication and support are critical components of crisis management. Hear key lessons learned from the dissemination of rapidly changing global travel advice and how this can be applied to all crisis management plans moving forward.

Your staff are an integral part of a crisis management process, and the effects of a crisis can have a psychological impact on their welfare as well as customers impacted by a crisis. Hear from experts on what you can do to look after staff during and after a crisis to support their mental health and wellbeing and help support future resilience. 

Put your questions to expert speakers including destination representatives, travel businesses, The Foreign, Commonwealth & Development Office, crisis management experts, legal experts and ABTA. 


  • Update on emerging threats and potential risks for travellers and travel businesses 
  • Guidance on how to identify potential risks going forward 
  • How to review your crisis management plan 
  • Practical guidance on conducting simulation exercises to put your plan to test
  • Responding to, and reassuring customers in a crisis
  • Training and managing your team – including health and wellbeing 
  • Your legal obligations in a crisis
  • Key learnings and case studies from previous crisis management examples 
  • How ABTA can help in a crisis


Moderator: Susan Deer, Director of Industry Relations, ABTA

Susan joined ABTA in 2016 as a solicitor, providing legal advice to ABTA Member businesses, as well as services to support ABTA’s public affairs and trade relations activity. She has extensive experience in the travel industry, having worked in hotel reservations, tour operating and business travel before beginning her legal career. Since October 2019, as Director of Industry Relations, Susan is responsible for managing relationships with UK travel industry stakeholders, FCDO and destination government liaison and overseeing sustainability, operations, crisis management and health & safety in destinations.

Additional speakers will be announced shortly and will include representatives from airlines, travel businesses, crisis management experts, legal experts, destinations and more.

Benefits of attending

  • Get an update on recent high-profile crises and your legal responsibilities
  • Learn about key risks such as climate impacts, terrorism, natural disasters, cyber breaches and health outbreaks 
  • Learn from travel companies and destinations through industry case studies 
  • Hear first-hand experience on how to overcome a destination crisis
  • Understand what we have learned from the COVID-19 outbreak and subsequent crisis response  
  • Find out what practical steps you can take to maintain the health and wellbeing of your team during a crisis.
  • Network with industry colleagues and explore how to work in partnership with key stakeholders across the travel industry

Who should attend?

This conference is aimed at those who are responsible for, and with an interest in, crisis management from tour operators, travel agencies, airlines, destinations and more, including:

  • Crisis management and operational teams
  • CEOs and directors
  • Communications and PR teams
  • Health & safety teams
  • Customer service and care teams
  • Marketing and product teams
  • Legal teams.

Event prices

ABTA Member/ABTA Partner* rate – £255 plus VAT 
Non-Member rate – £375 plus VAT 

This includes lunch and refreshments throughout the day, a networking drinks reception, all delegate materials, presentations and an attendee certificate. 

Make payment by credit or debit card. ABTA Members and Partners can request an invoice.

View our booking terms and conditions here.


  • Book three places and get 50% off the third place.
    (This discount will be automatically applied when you book online.)
  • If you are looking to book for a larger group please contact for a bespoke discount.

*To qualify for the ABTA Member/Partner discount you must have a current ABTA Member/Partner number or your application must be in progress when the event takes place.

Non-Members are welcome to attend. For information about becoming a Member click here.

Event sponsorship

Venue partner

Kennedys is an international law firm with expertise in litigation and dispute resolution, particularly in the insurance/reinsurance and liability industries. With over 1,500 people worldwide across 26 offices in the UK and Europe, Middle East, Asia Pacific and the Americas, we have some of the most respected legal minds in their fields.We act for insurers, reinsurers, Lloyd’s Syndicates, public bodies and corporates. Our deep sector knowledge means that we understand the impact of proposed regulations and advise our clients on the implications this will have on their business. Every day we make a difference for our clients. We provide answers, recommendations, strategy and tactics. We deliver these in plain English and it’s what we call Legal advice in black and white.

For information about sponsorship opportunities, please contact Matt Turton on 07766 517 611 or email

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"Well structured, organised and informative presentations. Overall positive and confident about being part of a crisis management team."
Megan Gerrard
"I always learn something when I join ABTA events, lots of great take aways, especially when it comes down to communication and social media use within a crisis. Also great to network and get invaluable input from the industry."
Isabella Castellano
"Excellent day, some great 'take home' follow ups, thank you."
Yvonne Ramsey
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