Crisis Communication


EgyptAir flight 181 carrying 81 passengers and crew, en route from Alexandria to Cairo, was hijacked at approx. 8.30am by an assailant suspected being armed with a bomb. The plane then landed at Larnaca Airport in Cyprus.

Crisis communication process

FCM Crisis Communication was issued immediately. All FCM businesses worldwide sprung into action and followed standard protocol to identify passengers of FCM clients onboard. FCM UK reporting showed no affected clients.

FCM Dubai, however, did have an affected passenger. Here is the process they followed:

  1. Crisis was identified
  2. Check records through back office manifest reports
  3. Identified a passenger on the flight
  4. Local client was contacted and informed of the situation, initially by the travel manager with a follow up call from the general manager
  5. Attempt to call passenger, however phone was turned off
  6. Called the airline to confirm passenger manifest
  7. Sent an SMS message to the passenger
  8. Received confirmation from the passenger via text that he was off the plane when the majority of passengers were released
  9. Contacted the local client to confirm passenger’s safety status
  10. Maintained contact with passenger to arrange travel home from Cyprus.

FCM and travel risk management

There is not a clear border between ‘safe’ and ‘risky’ areas of the world. More than ever before, employers need to be fully engaged with safety and risk procedures and how to maximise traveller protection. Booking all travel through a single source such as a corporate travel management company is vital to enable effective traveller tracking and traveller assistance when required.

Whether the disruption is minor or major, you want it dealt with quickly, efficiently and
with the safety and productivity of your travellers in mind.

An effective travel risk management programme must also be in place. FCM’s safety and risk tools blend the risk intelligence of Crisis24 and custom-built technology to deliver a comprehensive, cost-effective travel risk management solution.

While technology can ensure you are alerted quickly to situations and allows us to instantly identify travellers who may be affected, it is the actions of real people that make the difference.

People who can use their initiative, utilise their expertise and be proactive in dealing with the unexpected. It is people who will be on the phone to travellers, provide information, support and calm them in an emergency. With our people combined with FCM’s safety and risk features, you can effectively manage risk to your travelling employees.

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