Hey everyone! As of yesterday, a new episode of the “5 Minutes Podcast” is live, and I’m confident you won’t want to miss it. This time, I’m sharing a personal saga involving Swiss International Air Lines / Edelweiss —a stark lesson in how not to manage a crisis. The airline business is fragile and complex; it’s vulnerable to countless external factors, from weather to geopolitics. Yet, it’s how an organization responds to crises that defines its reputation. My flight from Lisbon to Punta Cana turned into a fiasco. Delayed by seven hours and eventually canceled, it cost me my speaking engagement at PMI Capítulo República Dominicana opening keynote. To make matters worse, Swiss Air’s handling of the situation was abysmal. Police were involved to protect Swiss employees and not to assist passengers, in a complete inversion of who was the victim in that case. Vouchers for hotels? They claimed to have run out. I slept that night in a seat at the check-in area. So why am I sharing this? Because it’s a textbook case of what not to do in a crisis. This episode focuses on three key takeaways: empathy, responsibility, and damage control. If you ever find yourself steering a company or a project through choppy waters, remember: your clients are your North Star. Maybe Mr. Dieter R. F. Vranckx, CEO of Swiss International Air Lines, and Mr. Bernd Bauer, CEO of Edelweiss Air AG could listen to this episode to get insights for future cases. Click on the link below to listen to the episode. Have a wonderful continuation of your week, and stay well. Ricardo Viana Vargas https://ricardo-vargas.com/podcasts/how-to-poorly-manage-crisis-my-swiss-airlines-nightmare/ #crisismanagement #customercentricity #CaseStudy #ProjectManagementPros #pmot #crisisresponse