Agents and operators were urged to put crisis management plans into place should another natural disaster, strikes or medical breakout occur. Tim Johnson, Managing Director at Regester Larkin International, which helps large travel companies with crisis management, told agents to start planning now as crisis’ are sudden and ‘never finish. “Be open-minded about what could go wrong,” he warned. “Crisis’ in travel happen suddenly and you need to think about ‘hard’ and ‘soft’ aspects in your management.” Johnson explained that ‘hard’ elements were to establish the potential crisis, decide who would it on the team and how they would be mobilised. He stressed that communication from the affected relatives to media to government should be tested and ready. “Practice and test what could go wrong,” he advised. “If you do not have the time to go through a full simulation, send out a few bullet points to staff on their desktop and specifically go through what you would do.” Meanwhile, TUI Managing Director UK and Ireland Nick Longman said that its crisis management centre, involvement of all departments and constant communications helped its team through the ash cloud crisis.