International Travel Crisis Management Summit


8 November 2018 | London

Following the success of this year’s event the third annual International Travel Crisis Management conference will take place at the Haberdasher’s Hall London on the 8 November 2018.
The ITCMS brings together the most senior players from across the travel industry, government, associations and crisis and risk specialists.  Senior figures, policy makers and sector experts will share the latest thinking, case studies and forthcoming innovations.
We live in a period where terrorism, environmental and technical crises are sadly an all-too-familiar occurrence, yet people still want to travel and feel reassured that they are safe, despite the risks.  As an industry, travel is at the forefront of modern crisis management, threat reduction and resilience, that’s why the ITCMS is so important.
In addition to debating the key policy issues we will hear from travel operators who have experienced crises at first hand, and who have gone on to recover their business; their insight is both invaluable and inspiring.
Due to the global nature of crisis management and the threats we face, we secure a truly international speaker line-up and we will be joined by speakers from all corners of the globe.  Similarly, delegates are senior figures from global enterprises which makes the ITCMS both a great learning opportunity and networking platform.
This is a must-attend event, don't miss out!

Can I just say what an excellent conference and thank you for extending an invite to the Chairperson, Mrs Banks and myself we found it hugely beneficial.
Carolyn Brown Director UK, Ireland & Scandinavia Anguilla Tourist Board UK
This was really an outstanding event! Kudos… high level participants and speakers.
Martin Riecken Head of Crisis Communications, Group Corporate & External Affairs TUI Group



Discussing the critical issues

This packed agenda is designed to equip professionals with latest need-to-know information on this critical issue.  The agenda is a mix of plenary sessions, interactive discussions, and panel debates.  Delegates will learn from senior figures who have successfully navigated various crises who will share their experiences.

Registration & Coffee
Opening Remarks
Director of International Partnerships
Jacobs Media Group
Chief Executive Officer
Jacobs Media Group

Facilitating Travel, Leisure or Corporate

World Travel and Tourism Council
Addressing Disruption and Resilience Globally

Over the past few years, there has been increased global focus on crisis management and communication. Knowledge sharing has become a prerequisite as travellers face ever more frequent disruptions. Our speaker will give an overview of where crisis management is today, what lessons were learned from our Summit 2016, what the key considerations are for improving resilience and dealing with crises. How are western crisis management guidelines adapted to differing regional cultures and settings? What is a destination’s capacity for handling a crisis? What plans do hotels have? Are providers translating for regional requirements? Can we think entrepreneurially about resilience? Where do we need to innovate in terms of achieving successful crisis management? Are we looking at crisis management as a whole or too focused on crisis communications?

The Travel Show, BBC News
Professor of Crisis & Disaster Management
Bournemouth University
Chief Executive Officer
Nepal Tourism Board
Tourism Business Council of South Africa (TBCSA)
Pacific Asia Travel Association (PATA)
Minister of Tourism
Cyber Threats - Impact on Travellers

We have never been more dependent on digital communication than we are today. With the evolution of digitalisation. Companies, individuals, and travellers, depend on reliable, secure, and uniform, available connectivity to conduct business from every location. Unfortunately, the digitalisation of how we do business today has significantly expanded the surface area for cyberattacks as well as the types of cyber threat actors, ranging from hacktivists, cybercriminals, and foreign nations. Travellers, business and leisure are targets in many cyberattacks, as they become more vulnerable when they leave their secure environments. They use facilities like hotels, airports and public Wi-Fi enabled places, potentially allowing cyber threat actors to spy, compromise and steal potentially sensitive data from their victims.

In this session, the speaker will cover how travellers can minimise the risk before, during and after travel as well as cover some of the larger and more critical incidents which have occurred.

Travel Editor
CBS News
Senior Intelligence Analyst
Innovation Broking
Head of Cyber Services
Hiscox Insurance Company
Morning Coffee Break
The Building Blocks of Effective Crisis Communication: Dealing With Social Media And Marketplace Brand Credit

Communication is critical when seeking to manage disruption caused by a destination or corporate crisis. This session will look at how to prepare for such a crisis, how to assess it and act, and how to use communication technology to manage and survive. Representatives from the private sector will discuss communication before, during, and after a crisis.

What does messaging look like both internally and externally? Do your crisis plans cater for cascading disasters? Can you count on everyone to stick to the message? Have you built well-established relations with the media? The first message out will set the tone – and may even determine if you will survive post-crisis. Are you in front of the man with the phone publishing instantaneously on social media? Have you built brand credit with the public? Anticipation, preparation, and reaction will be covered in this session. Successful, transparent communication makes all the difference.

Chief of Communications & Publications
Head of Communications
Kuoni Travel UK
Chief Revenue Officer
Taj Hotels Palaces Resorts Safaris
Forward Keys
The Fourth Industrial Revolution: Digitisation And Its Impact

Using the power of multiple technologies in a coordinated way could enable your organisation or destination to help clients or suppliers in a crisis. The evolution of digitisation is being called the Fourth Industrial Revolution. The inexorable shift from simple digitisation (the so-called Third Industrial Revolution) to innovation based on combining technologies is forcing countries and companies to re-examine how they operate. How can new applications prepare, service, and help the business, the traveller, or the destination when a crisis strikes? Is it only relevant for journey disruption or can it help other aspects of travel too? Does it aid suppliers in the chain of consequences during an incident? Who’s doing what on this front?

Group Head of News
Travel Weekly
Product Director
International SOS and Control Risks
Risk Management
SVP Enterprise Partnerships
Senior Marketing Executive
Carlson Wagonlit Travel
Airline Disruption Management Case Study

Case study on the steps Swiss Air have taken to minimise disruption

Strategic Marketing Director
Amadeus Airlines
In Conversation
Conversation with Peter Greenberg, Travel editor, CBS News and Robert Jensen, CEO Kenyon International who will review the morning and open up the next session.
Travel Editor
CBS News
Kenyon International Emergency Services
Bringing It All Together

So how does it all work in practice? In this session, two mock clients drawing from their real life experience will determine how to structure and or adapt their crisis management plans. One is a multinational group of global companies that needed to devise a crisis management plan after a major restructure. The other are two destinations grappling with how to handle the fallout from a series of terror attacks. How did they get started? How did they manage to develop a plan while the businesses were actively in operation and dealing with crises? What personnel are required? These two case studies will walk us through the evolution of a crisis management plan.

Travel Editor
CBS News
Head of International & Direct Marketing, Travel
AIG Travel
Kenyon International Emergency Services
Director & Head of Human Performance
Pro-Noctis Limited
Partner and Head of Aviation & Travel
Hill Dickinson
Managing Director
Small Ship Group
Tauck Tours
Google Alert & Looking Ahead At Innovation

Learn how Google helps get important information to people affected by a crisis. From top news stories and updates from local authorities to a map of the affected area and more, SOS Alerts in Search and Maps help get people the information they need when they need it the most.

Sims Witherspoon, Global Marketing Lead, Crisis Response, Product Marketing Manager, SOS Alerts
Wrap Up & Close


Venue Details

The Royal Institution 21 Albemarle Street London W1S 4BS


The ITCMS is produced in partnership with corporate sponsors and the key global travel associations to ensure a highly targeted and relevant programme covering all industry sectors.


Laurie Myers


Phone +30 6970032016
US cell +1 949 742 9648
What's App: +306947577656

Daniela Wagner


Phone +44 7932 074 978

Ticket purchases/Enquiries:

Andy Hibberd


Phone +44 207 881 4386