Crisis Management in Travel Conference

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

ABTA’s one-day crisis management conference will explore the emerging issues in crisis management. Learn about the latest threats and potential risks, as well as how to review your crisis management plans and simulations to ensure they are still fit for purpose.

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

About the event

A crisis can take many forms, including natural disasters, terrorist attacks, supplier failures, cyber breaches, or flight bans. How you handle a crisis can minimise the impact on customers, staff, destinations and brand reputation. All businesses should regularly review their crisis management and business continuity plans.
Attend this conference to get an update on the emerging threats facing travellers and travel businesses going forward.

New for 2022, optimise your in-house crisis management planning by getting practical guidance on how to review and test your crisis plans post-pandemic. Ensure your processes and procedures are fit for the future; make sure your operations are efficient and you can identify potential risks before they arise.

The past two years have tested customer communications in a crisis to the maximum. Understand the lessons learned on the dissemination of rapidly changing global travel advice and how this can be applied to all crisis management plans moving forward.

Learn about the psychological impact a crisis can have on your staff as well as customers. Hear what you can do to look after staff post-crisis and ensure their mental health and wellbeing are monitored for future resilience. 

Put your questions to the experts including representatives from destinations, travel businesses, 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
  • Andrew Whittaker, Head of Department, Consular Directorate, FCDO
  • Tim Fisher, Group Head of Crisis, FCDO
  • Peter Wilkinson, JOPP (Joint Overseas Protect & Prepare), Home Office
  • Jason Bromby, Senior Policy Advisor, International Protect & Prepare, Counter Terrorism Policing HQ
  • Darren Grahame-Betts, Operations Director, Kuoni
  • Carol Mackenzie, Group Head of Crisis Management & Business Continuity, TUI
  • Claire Mulligan, Partner, Kennedys
  • Jackie Kent, Customer Care Manager, Classic Collection
  • Tom Smith, Regional General Manager - Europe, Middle East and Africa, Intrepid DMC
  • Chris Wright, Managing Director, Sunvil Group
  • Joanne Muccio, Trauma Care Consultant, The Centre for Crisis Psychology (CCP)
  • Angie Hills, Head of Destinations, ABTA
  • Heather Pennock, Destinations Manager – Health, Safety, Crisis & Operations, ABTA
  • John Davison, Managing Director, F24
  • Jonathan Hemus, Managing Director, Insignia

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.


F24 is the leading software-as-a-service (SaaS) provider for alerting and crisis management in Europe. Our portfolio of solutions which include FACT24 and CIM offer highly innovative solutions to help customers worldwide to successfully and efficiently manage incidents, emergencies and critical situations. More than 3,000 clients globally rely on our SaaS solutions for crisis management or the daily communication of confidential information. Our clients operate in sectors ranging from energy, healthcare, industry, finance, IT, tourism and aviation through to a wide variety of public organisations. Our experience makes us international experts on incident and crisis management, as well as confidential communications.

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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