How Airline Crisis Management Works

The Marketing Club is excited to invite you to our first speaker event of 2020, Crisis Management in the airline industry! Guest speaker, Dr. Rob Britton, Former Managing Director, Advertising at American Airlines, will talk about his first-hand experience of how American Airlines rebuilt its brand after the 9/11 attacks, with two of the airlines’ aircrafts involved in the four crashes.

Crisis management has risen in visibility in recent years because of the potential of acute and chronic crises to damage a brand, corporate reputation, government relations, shareholder value, and more. The talk focuses on marketing communications: advertising, targeted comms, PR, and more.


About the speaker:

Dr. Rob Britton was appointed director of advertising and marketing planning at American Airlines two weeks after the 9/11 tragedies, and thus has an inside view on the rebuilding process, as well as perspective on many other crises – few people are as qualified to discuss the issue.
Rob teaches a MBA elective on crisis management at Georgetown University in Washington, DC, and is an annual guest lecturer at 25 business schools worldwide, including Kellogg, Wharton, and of course London Business School, where he has been a guest since 2001. He holds a Ph.D. in geography from the University of Minnesota and completed postdoctoral management studies at the Wharton School. Rob has been in and near the airline industry for 50 years.

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