In this podcast episode, Ricardo shares a recent experience with Swiss Airways that highlights the mishandling of a crisis in the airline industry. Ricardo's flight from Lisbon to Punta Cana via Zurich was delayed progressively, ultimately leading to a seven-hour delay. When the flight was finally canceled due to technical issues, the airline did not assist in accommodation or support. This resulted in significant inconvenience for passengers, including children and elderly individuals. He emphasizes three critical lessons for crisis management: empathy, responsibility, and damage control.

Ricardo expresses disappointment with Swiss Airways' handling of the situation and underscores the importance of customer-centricity and effective crisis management.

Listen to the podcast to learn more.