Navigating Turbulence: Communication Strategies in Crisis Management By Indian Airlines

Abstract

In the ever-evolving aviation industry, effective crisis management is pivotal for maintaining public trust and ensuring operational stability. This study examines crisis management strategies employed by Indian airlines—Air India, IndiGo, and SpiceJet—through a case study approach, with a focus on their public relations (PR) tactics executed for specific incidents. By exploring real-life crises faced by these airlines, the research evaluates their responses, the PR strategies employed, and the effectiveness of these strategies in restoring their reputations. The findings reveal the critical role of timely and transparent communication in mitigating reputational damage and highlight the importance of proactive management. Additionally, the paper provides insights into the strengths, weaknesses, opportunities, and threats (SWOT) of the airlines’ PR practices. This study not only contributes to the existing body of knowledge on crisis communication and organisational image management but also offers practical insights for aviation professionals and public relations practitioners. Stress is laid on enhancing crisis response mechanisms, emphasising the importance of persuasive communication and public relations in the aviation sector.